Real Issue Tracker

Users who are not logged-in can add issues even if anonymous access is turned off.
In fact Issue Tracker produces an error but the issue is added anyway

In "List Issues", I'm interested in changing the "From" to "Assigned To". I'm trying to figure out which file(s) I need to work on to do this.

I installed Checkoutable Templates to see if it's there but I'm not really sure where to look.

I'm doing this because when we use that in our meetings we can't see who's assigned issues. It would be a nice feature to have.

I am having trouble with an intermittent site error message. The error goes away when I restart zope, and it have even gone away when I go to another page or in another browser. I can't seem to reproduce it, other than leaving the window open for a while and coming back to it and clicking on any link.

I am working from svn, updated just today to rev300 I think? I am running the cookiecrumbler addin. I have 2 ITPs running under the one root, the first is helpdesk, the second is bbbs. The latter is an addin of the former (so I can see tickets on both from the helpdesk one).

Below is the error message and below that my zope info. Let me know what logs you need.:

 Site Error
An error was encountered while publishing this resource.
KeyError
Sorry, a site error occurred.
Traceback (innermost last):
    * Module ZPublisher.Publish, line 202, in publish_module_standard
    * Module ZPublisher.Publish, line 150, in publish
    * Module Zope2.App.startup, line 221, in zpublisher_exception_hook
    * Module ZPublisher.Publish, line 119, in publish
    * Module ZPublisher.mapply, line 88, in mapply
    * Module ZPublisher.Publish, line 42, in call_object
    * Module Shared.DC.Scripts.Bindings, line 313, in __call__
    * Module Shared.DC.Scripts.Bindings, line 350, in _bindAndExec
    * Module Products.CheckoutableTemplates.CTFiles, line 336, in _exec
    * Module Products.PageTemplates.PageTemplateFile, line 129, in _exec
    * Module Products.PageTemplates.PageTemplate, line 89, in pt_render
    * Module zope.pagetemplate.pagetemplate, line 117, in pt_render
    * Module zope.tal.talinterpreter, line 271, in __call__
    * Module zope.tal.talinterpreter, line 346, in interpret
    * Module zope.tal.talinterpreter, line 891, in do_useMacro
    * Module zope.tal.talinterpreter, line 346, in interpret
    * Module zope.tal.talinterpreter, line 536, in do_optTag_tal
    * Module zope.tal.talinterpreter, line 521, in do_optTag
    * Module zope.tal.talinterpreter, line 516, in no_tag
    * Module zope.tal.talinterpreter, line 346, in interpret
    * Module zope.tal.talinterpreter, line 534, in do_optTag_tal
    * Module zope.tal.talinterpreter, line 516, in no_tag
    * Module zope.tal.talinterpreter, line 346, in interpret
    * Module zope.tal.talinterpreter, line 623, in do_insertText_tal
    * Module Products.PageTemplates.Expressions, line 228, in evaluateText
    * Module zope.tales.tales, line 696, in evaluate
      URL: StandardHeader
      Line 23, Column 0
      Expression: <PathExpr standard:'here/testAutoLogin'>
      Names:
      {'container': <IssueTracker at /bbbs>,
       'context': <IssueTracker at /bbbs>,
       'default': <object object at 0xb7dfd528>,
       'here': <IssueTracker at /bbbs>,
       'loop': {},
       'nothing': None,
       'options': {'args': ()},
       'repeat': <Products.PageTemplates.Expressions.SafeMapping object at 0xb707d0ec>,
       'request': <HTTPRequest, URL=http://helpdesk.mydomain.com:81/bbbs/index_html>;,
       'root': <Application at >,
       'template': <_CTPageTemplateFile at /bbbs/index_html>,
       'user': <IssueUser 'jp'>}
    * Module zope.tales.expressions, line 217, in __call__
    * Module Products.PageTemplates.Expressions, line 161, in _eval
    * Module Products.PageTemplates.Expressions, line 123, in render
    * Module Products.IssueTrackerProduct.IssueTracker, line 10912, in testAutoLogin
    * Module Products.IssueTrackerProduct.IssueTracker, line 5282, in set_session
    * Module ZPublisher.HTTPRequest, line 1239, in __getattr__
    * Module ZPublisher.HTTPRequest, line 1188, in get
    * Module Products.Sessions.SessionDataManager, line 95, in getSessionData
    * Module Products.Sessions.SessionDataManager, line 182, in _getSessionDataObject
    * Module Products.Transience.Transience, line 837, in new_or_existing
    * Module Products.Transience.Transience, line 449, in __setitem__
KeyError: 1226370960 (Also, the following error occurred while attempting to render the standard error message, please see the event log for full details: 1226370960)
Troubleshooting Suggestions
    * The URL may be incorrect.
    * The parameters passed to this resource may be incorrect.
    * A resource that this resource relies on may be encountering an error.
For more detailed information about the error, please refer to the error log.
If the error persists please contact the site maintainer. Thank you for your patience. 

And my zope info:

 Zope Version
(Zope 2.10.5-final, python 2.4.5, linux2)
Python Version
2.4.5 (#0002, Jul 31 2008, 18:51:48) [GCC 4.2.3 (Ubuntu 4.2.3-2ubuntu7)]
System Platform
linux2
SOFTWARE_HOME
/usr/lib/zope2.10/lib/python
ZOPE_HOME
/usr/lib/zope2.10
INSTANCE_HOME
/var/lib/zope2.10/instance/sandbox
CLIENT_HOME
/var/lib/zope2.10/instance/sandbox/var
Network Services
ZServer.HTTPServer.zhttp_server (Port: 81) 

An error occured when I tried to preview a issue, because the Alias of Notifyable have a non ASCII character. There is any solution? Thanks, Manuel


--------------------------------------------------
Error type: UnicodeDecodeError
Error value: 'ascii' codec can't decode byte 0xf3 in position 6: ordinal not in range(128)

Traceback (innermost last):
Module ZPublisher.Publish, line 119, in publish
Module ZPublisher.mapply, line 88, in mapply
Module ZPublisher.Publish, line 42, in call_object
Module Products.IssueTrackerProduct.IssueTracker, line 11708, in AddIssue
Module Shared.DC.Scripts.Bindings, line 313, in __call__
Module Shared.DC.Scripts.Bindings, line 350, in _bindAndExec
Module Products.PageTemplates.PageTemplateFile, line 129, in _exec
Module Products.PageTemplates.PageTemplate, line 89, in pt_render
Module zope.pagetemplate.pagetemplate, line 117, in pt_render
Module zope.tal.talinterpreter, line 271, in __call__
Module zope.tal.talinterpreter, line 346, in interpret
Module zope.tal.talinterpreter, line 891, in do_useMacro
Module zope.tal.talinterpreter, line 346, in interpret
Module zope.tal.talinterpreter, line 536, in do_optTag_tal
Module zope.tal.talinterpreter, line 521, in do_optTag
Module zope.tal.talinterpreter, line 516, in no_tag
Module zope.tal.talinterpreter, line 346, in interpret
Module zope.tal.talinterpreter, line 949, in do_defineSlot
Module zope.tal.talinterpreter, line 346, in interpret
Module zope.tal.talinterpreter, line 855, in do_condition
Module zope.tal.talinterpreter, line 346, in interpret
Module zope.tal.talinterpreter, line 534, in do_optTag_tal
Module zope.tal.talinterpreter, line 516, in no_tag
Module zope.tal.talinterpreter, line 346, in interpret
Module zope.tal.talinterpreter, line 745, in do_insertStructure_tal
Module Products.PageTemplates.Expressions, line 221, in evaluateStructure
Module zope.tales.tales, line 696, in evaluate
- URL: AddIssueTemplate
- Line 43, Column 0
- Expression: <PathExpr standard:'here/preview_issue'>
- Names:
{'container': <IssueTracker at /helpdesk>,
'context': <IssueTracker at /helpdesk>,
'default': <object object at 0x2b11e9be5200>,
'here': <IssueTracker at /helpdesk>,
'loop': {},
'nothing': None,
'options': {'args': (<IssueTracker at /helpdesk>,
<HTTPRequest, URL=http://91.121.85.79:9001/helpdesk/AddIssue>;),
'draft_saved': True},
'repeat': <Products.PageTemplates.Expressions.SafeMapping object at 0x2b11ec173560>,
'request': <HTTPRequest, URL=http://91.121.85.79:9001/helpdesk/AddIssue>;,
'root': <Application at >,
'template': <PageTemplateFile at /helpdesk/AddIssueTemplate>,
'user': <PropertiedUser 'admin'>}
Module zope.tales.expressions, line 217, in __call__
Module Products.PageTemplates.Expressions, line 161, in _eval
Module Products.PageTemplates.Expressions, line 111, in render
Module Products.PageTemplates.ZRPythonExpr, line 79, in call_with_ns
Module Shared.DC.Scripts.Bindings, line 327, in __render_with_namespace__
Module Shared.DC.Scripts.Bindings, line 350, in _bindAndExec
Module Products.PageTemplates.PageTemplateFile, line 129, in _exec
Module Products.PageTemplates.PageTemplate, line 89, in pt_render
Module zope.pagetemplate.pagetemplate, line 117, in pt_render
Module zope.tal.talinterpreter, line 271, in __call__
Module zope.tal.talinterpreter, line 346, in interpret
Module zope.tal.talinterpreter, line 586, in do_setLocal_tal
Module zope.tales.tales, line 696, in evaluate
- URL: preview_issue
- Line 99, Column 0
- Expression: <PythonExpr here.Always2Notify(format='merged', requireemail=1, include_assignee=1)>
- Names:
{'container': <IssueTracker at /helpdesk>,
'context': <IssueTracker at /helpdesk>,
'default': <object object at 0x2b11e9be5200>,
'here': <IssueTracker at /helpdesk>,
'loop': {},
'nothing': None,
'options': {'args': ()},
'repeat': <Products.PageTemplates.Expressions.SafeMapping object at 0x2b11ec1889e0>,
'request': <HTTPRequest, URL=http://91.121.85.79:9001/helpdesk/AddIssue>;,
'root': <Application at >,
'template': <PageTemplateFile at /helpdesk/preview_issue>,
'user': <PropertiedUser 'admin'>}
Module Products.PageTemplates.ZRPythonExpr, line 49, in __call__
- __traceback_info__: here.Always2Notify(format='merged', requireemail=1, include_assignee=1)
Module PythonExpr, line 1, in <expression>
Module Products.IssueTrackerProduct.IssueTracker, line 5871, in Always2Notify
Module Products.IssueTrackerProduct.IssueTracker, line 6101, in ShowNameEmail
Module Products.IssueTrackerProduct.Utils, line 445, in html_entity_fixer
UnicodeDecodeError: 'ascii' codec can't decode byte 0xf3 in position 6: ordinal not in range(128)

An error occured when I tried to create a test issue with non ASCII characters. There is any solution? Thanks, Manuel

--------------------------------------------------
Error type: UnicodeDecodeError
Error value: 'ascii' codec can't decode byte 0xf3 in position 6: ordinal not in range(128)

Traceback (innermost last):
Module ZPublisher.Publish, line 119, in publish
Module ZPublisher.mapply, line 88, in mapply
Module ZPublisher.Publish, line 42, in call_object
Module Products.IssueTrackerProduct.IssueTracker, line 11708, in AddIssue
Module Shared.DC.Scripts.Bindings, line 313, in __call__
Module Shared.DC.Scripts.Bindings, line 350, in _bindAndExec
Module Products.PageTemplates.PageTemplateFile, line 129, in _exec
Module Products.PageTemplates.PageTemplate, line 89, in pt_render
Module zope.pagetemplate.pagetemplate, line 117, in pt_render
Module zope.tal.talinterpreter, line 271, in __call__
Module zope.tal.talinterpreter, line 346, in interpret
Module zope.tal.talinterpreter, line 891, in do_useMacro
Module zope.tal.talinterpreter, line 346, in interpret
Module zope.tal.talinterpreter, line 536, in do_optTag_tal
Module zope.tal.talinterpreter, line 521, in do_optTag
Module zope.tal.talinterpreter, line 516, in no_tag
Module zope.tal.talinterpreter, line 346, in interpret
Module zope.tal.talinterpreter, line 949, in do_defineSlot
Module zope.tal.talinterpreter, line 346, in interpret
Module zope.tal.talinterpreter, line 855, in do_condition
Module zope.tal.talinterpreter, line 346, in interpret
Module zope.tal.talinterpreter, line 534, in do_optTag_tal
Module zope.tal.talinterpreter, line 516, in no_tag
Module zope.tal.talinterpreter, line 346, in interpret
Module zope.tal.talinterpreter, line 745, in do_insertStructure_tal
Module Products.PageTemplates.Expressions, line 221, in evaluateStructure
Module zope.tales.tales, line 696, in evaluate
- URL: AddIssueTemplate
- Line 43, Column 0
- Expression: <PathExpr standard:'here/preview_issue'>
- Names:
{'container': <IssueTracker at /helpdesk>,
'context': <IssueTracker at /helpdesk>,
'default': <object object at 0x2b11e9be5200>,
'here': <IssueTracker at /helpdesk>,
'loop': {},
'nothing': None,
'options': {'args': (<IssueTracker at /helpdesk>,
<HTTPRequest, URL=http://91.121.85.79:9001/helpdesk/AddIssue>;),
'draft_saved': True},
'repeat': <Products.PageTemplates.Expressions.SafeMapping object at 0x2b11f3955e18>,
'request': <HTTPRequest, URL=http://91.121.85.79:9001/helpdesk/AddIssue>;,
'root': <Application at >,
'template': <PageTemplateFile at /helpdesk/AddIssueTemplate>,
'user': <PropertiedUser 'admin'>}
Module zope.tales.expressions, line 217, in __call__
Module Products.PageTemplates.Expressions, line 161, in _eval
Module Products.PageTemplates.Expressions, line 111, in render
Module Products.PageTemplates.ZRPythonExpr, line 79, in call_with_ns
Module Shared.DC.Scripts.Bindings, line 327, in __render_with_namespace__
Module Shared.DC.Scripts.Bindings, line 350, in _bindAndExec
Module Products.PageTemplates.PageTemplateFile, line 129, in _exec
Module Products.PageTemplates.PageTemplate, line 89, in pt_render
Module zope.pagetemplate.pagetemplate, line 117, in pt_render
Module zope.tal.talinterpreter, line 271, in __call__
Module zope.tal.talinterpreter, line 346, in interpret
Module zope.tal.talinterpreter, line 586, in do_setLocal_tal
Module zope.tales.tales, line 696, in evaluate
- URL: preview_issue
- Line 99, Column 0
- Expression: <PythonExpr here.Always2Notify(format='merged', requireemail=1, include_assignee=1)>
- Names:
{'container': <IssueTracker at /helpdesk>,
'context': <IssueTracker at /helpdesk>,
'default': <object object at 0x2b11e9be5200>,
'here': <IssueTracker at /helpdesk>,
'loop': {},
'nothing': None,
'options': {'args': ()},
'repeat': <Products.PageTemplates.Expressions.SafeMapping object at 0x2b11f396c518>,
'request': <HTTPRequest, URL=http://91.121.85.79:9001/helpdesk/AddIssue>;,
'root': <Application at >,
'template': <PageTemplateFile at /helpdesk/preview_issue>,
'user': <PropertiedUser 'admin'>}
Module Products.PageTemplates.ZRPythonExpr, line 49, in __call__
- __traceback_info__: here.Always2Notify(format='merged', requireemail=1, include_assignee=1)
Module PythonExpr, line 1, in <expression>
Module Products.IssueTrackerProduct.IssueTracker, line 5871, in Always2Notify
Module Products.IssueTrackerProduct.IssueTracker, line 6101, in ShowNameEmail
Module Products.IssueTrackerProduct.Utils, line 445, in html_entity_fixer
UnicodeDecodeError: 'ascii' codec can't decode byte 0xf3 in position 6: ordinal not in range(128)

Perhaps I am just not looking in the right place, but is there a way to add the issue ID or the issue Title to the subject of the outgoing email when a ticket is created? Currently it just says "Your issue has been added".

The big case where this might be an issue is if a user has their email sorted by thread, I found this to be the case in gmail. Then the notification is buried under the thread and they might not notice that the new issue was created. I don't want my clients, who are not the most tech-saavy, to start creating a bunch of tickets or cross posting tickets because of this.

Is it much trouble to add the issue ID or the title, or both to the email subject? This would totally resolve it.

Thanks for all your hard work Peter! It has been a while, but I am back to spending mucho time with ITP. Finally gave my own old busted helpdesk the heave-ho, so I am sure I will be more active in the coming weeks. Great software!!!

The CSV export link in the "List Issues" section does not work correctly when using the "do not show" option. For example, when selecting "Hide completed issues", the CSV file contains completed issues only. So it seems the CSV export always applies filters in the "show only" mode

An error occured when I tried to...


--------------------------------------------------
Error type: NoACLAdderError
Error value: No ACL user object found

Traceback (innermost last):
Module ZPublisher.Publish, line 119, in publish
Module ZPublisher.mapply, line 88, in mapply
Module ZPublisher.Publish, line 42, in call_object
Module Products.IssueTrackerProduct.IssueTracker, line 3622, in SubmitIssue
Module Products.IssueTrackerProduct.IssueTracker, line 3776, in createIssueObject
NoACLAdderError: No ACL user object found

If i change the Sitemaster email, then go to the acl_user "Send Password Reminder" section, the "From" Address is not updated. I still see an old address and mail is sent from the old address.

An error occured when I tried to...


--------------------------------------------------
Error type: UnicodeEncodeError
Error value: 'latin-1' codec can't encode characters in position 17644-17646: ordinal not in range(256)

Traceback (innermost last):
Module ZPublisher.Publish, line 122, in publish
Module ZServer.HTTPResponse, line 262, in setBody
Module ZPublisher.HTTPResponse, line 324, in setBody
Module ZPublisher.HTTPResponse, line 476, in _encode_unicode
UnicodeEncodeError: 'latin-1' codec can't encode characters in position 17644-17646: ordinal not in range(256)

ISSUE: With both versions 0.7 & 0.10 I have reported to me that confirmation email (SendInboundEmailConfirm) sent after issue creation via _processInboundEmail return an email with an "invalid" ID (issueobject.getId()) and a "valid" title (issueobject.getTitle()).

By invalid the confirmation is actually sending the ID (Ticket Number) of another issue. If you click on the URL in the issue --- or search and bring up the ticket by ticket number ... you will get the "wrong" issue.

But the confirmation DOES have the correct Title (e-mail Subject) of the sent issue.

EXAMPLE: Bob sends email to tracker. Tracker sends back confirmation email. Confirmation email states its ticket #010 with title "Bobs Ticket". Bob click on embedded link or searches for Ticket Number #010 and gets someone else's ticket like "Sallys Ticket".

OCCURENCE: It's rare. It has happened 4 times in the last year.

ROOT CAUSE: I don't know. If issueobject being passed to SendInboundEmailConfirm was wrong then the title (issueobject.getTitle()) would not be correct on the confirmation. Yet the ticket number (ID) is incorrect and it is not created in SendInboundEmailConfirm.

Nothing in the DEBUG log. Very difficult to re-create due to rareness.

Thanks for any ideas. I'll keep testing. The major problem is the inability to recreate!

When trying to change the password the following appears:
Error with submission

There was a slight error with your submission, please try to amend the missing pieces.

"Incorrect" is shown after the Old Password box. The old password is correct, and I cannot change the password at all. I run Version: 0.10.2.

A recent change in IssueTrackerProduct allows to see the history of changes to an issue. However, changes to custom fields that should only be viewable by some roles are displayed to all.

Jack

How can one order the list of assignees by their full name, in the "assign to..." list?

Thanks

An error occured when I tried to...Update everything.
Same error when trying to add filter for 1 person, other it works.

--------------------------------------------------
Error type: UnicodeDecodeError
Error value: 'ascii' codec can't decode byte 0xef in position 10: ordinal not in range(128)

<p>Traceback (innermost last):
<ul>

<li> Module ZPublisher.Publish, line 101, in publish</li>

<li> Module ZPublisher.mapply, line 88, in mapply</li>

<li> Module ZPublisher.Publish, line 39, in call_object</li>

<li> Module Products.IssueTrackerProduct.IssueTracker, line 1779, in UpdateEverything</li>

<li> Module Products.IssueTrackerProduct.IssueTracker, line 5564, in UpdateFilterValuerCatalog</li>

<li> Module Products.IssueTrackerProduct.IssueTracker, line 13113, in index_object</li>

<li> Module Products.ZCatalog.ZCatalog, line 528, in catalog_object</li>

<li> Module Products.ZCatalog.Catalog, line 381, in catalogObject</li>

<li> Module Products.PluginIndexes.common.UnIndex, line 252, in index_object</li>

<li> Module Products.PluginIndexes.common.UnIndex, line 282, in _index_object</li>

<li> Module Products.PluginIndexes.common.UnIndex, line 229, in insertForwardIndexEntry</li>

</ul>UnicodeDecodeError: 'ascii' codec can't decode byte 0xef in position 10: ordinal not in range(128)
</p>

Hi it's me again...

I'm trying to "un-assign" an issue, but I can't find a way to do this. There are some cases where you take an issue, thinking you can resolve it, and if after a while you can't find a way to do it, there is no way to release it back to the common queue, unless you know who to assign it to. In bigger teams, you don't always know who knows what, and if the team is virtual (i.e. not in the same work area), it's hard to get to everybody asking if you can assign it to them... This is a very pratical case, I encounter this issue all the time in my team.

Is there a way to un-assign the issues? Or is it yet again another feature request... (sorry). If you end up doing it, it would be nice if the history could be kept even after un-assigning the issue.

Thanks and keep up the good work!

Jack

OK hopefully this time it's a genuine request... I have a situation where I need to create single select custom fields. Easy. But then, I need to apply filters with multiple entries, so a multiple select field is required in the filters. But at this time, it's not possible to have a single select field in the Add Issue page, and a multiple select field in the filters. They've got to be the same. So my request here is: Is it possible to add an option to IssueTrackerProduct, that would allow one to select if a filter should be single or multiple?

Thanks and best regards,

Jack

Hello,

I have a feature request. Is it possible to add the ability to choose the default value of a custom field? At this time, it's possible to choose the default value of the Urgency, Sections and Type fields, but I would like to have that same possibility for the custom fields as well.

Thanks and best regards,

Jack

Hello,

I have a problem with the filters under IE7 (Don't know about IE6 as I don't have it). When you go and apply some filters and then submit your selection, and you realize you had it wrong so you bring the filters again so change them, the previous filters are lost (the current filters are not preselected). It works fine under Firefox 3.

It's quite inconvenient when you don't get your filters right on the first try, you have to go back and select them all over again.

Thank for paying attention!

Jack

I am getting following error suddenly.. can someone point out the reason for it.. i checked sendmail is running..



Traceback (most recent call last):
File "/usr/lib/zope/lib/python/Products/IssueTrackerProduct/IssueTracker.py", line 6232, in sendEmail
mailhost.send(body, to, fr, subject)
File "/usr/lib/zope/lib/python/Products/MailHost/MailHost.py", line 125, in send
self._send(mfrom, mto, messageText)
File "/usr/lib/zope/lib/python/Products/MailHost/MailHost.py", line 144, in _send
smtpserver = SMTP( self.smtp_host, int(self.smtp_port) )
File "/usr/lib/python2.4/smtplib.py", line 244, in __init__
(code, msg) = self.connect(host, port)
File "/usr/lib/python2.4/smtplib.py", line 306, in connect
raise socket.error, msg
error: (110, 'Connection timed out')
------
2008-10-08T17:53:19 ERROR(200) IssueTrackerIssue.dispatcher Could not send email to goraksha~AT~bioenabletech_._com
Traceback (most recent call last):
File "/usr/lib/zope/lib/python/Products/IssueTrackerProduct/IssueTracker.py", line 6232, in sendEmail
mailhost.send(body, to, fr, subject)
File "/usr/lib/zope/lib/python/Products/MailHost/MailHost.py", line 125, in send
self._send(mfrom, mto, messageText)
File "/usr/lib/zope/lib/python/Products/MailHost/MailHost.py", line 144, in _send
smtpserver = SMTP( self.smtp_host, int(self.smtp_port) )
File "/usr/lib/python2.4/smtplib.py", line 244, in __init__
(code, msg) = self.connect(host, port)
File "/usr/lib/python2.4/smtplib.py", line 306, in connect
raise socket.error, msg
error: (110, 'Connection timed out'