• Upgrading to 5.0
  • Notable Changes
• UPGRADING FROM RTIR 5.0.0 AND EARLIER

Upgrading to 5.0

The following describes some of the more significant changes to RTIR 5.0 from earlier versions. The other UPGRADING documents contain details for previous versions.

Also read the general UPGRADING document for the steps to upgrade from a previous version of RTIR.

Notable Changes

• In RTIR 4.0, we modified the menu display to move each queue to a top level menu item when working inside RTIR. Each menu ended up having only a single "Create" entry and we haven't found new menu items to add for each queue. This change made it harder to access the default RT menus, so we have reverted to the previous configuration with a single RTIR menu item containing relevant links.

  To make it easier to access the RTIR menu, and to keep it in a consistent location, we moved it to the left, directly after the default RT Home menu.

• To align with RT's create pages we removed the modal to select queue before the create page and now give users the option to select queue directly on create. CreateInQueue.html still remains available in case users are linking directly to it but now logs a deprecated warning when accessed.

  CreateInQueue.html will be removed in a future version of RTIR. Please update any links directly accessing CreateInQueue.html to instead link to RTIR/Create.html or RTIR/Incident/Create.html.

• Previous versions of RTIR set RT's DefaultQueue option to Incident Reports. The new versions of RT and RTIR move the queue selection to the create page from the top action, so a new RTIR_DefaultQueue option is now available to set the default queue for RTIR create ticket pages.

  With this new RTIR-specific option, RTIR no longer automatically sets RT's DefaultQueue. You can still set it manually for your system via the RT configuration.

• The RTIR search page has been re-worked to use RT's base search features more directly. This gives RTIR full access to current and future search and reporting features added to RT.

  We have retained the features associated with the custom RTIR search interface including limiting queue selection to RTIR queues and providing some additional RTIR menu options.

  On the previous RTIR search, the Advanced and Bulk Update menu options were hidden. Visibility of these two menus is now managed with a new right in RT. The RT 5.0 upgrade process grants these rights to all Privileged users, but you can revoke these rights to restore the previous RTIR menu.

• On RTIR at a glance, the default configuration for Incident sections now includes Priority. Priority is also now a second-level sort, so Incidents will be ordered first by Due date (most Due first), then by Priority (highest priority first).

  RT 5.0 now defaults to managing priority with set values like "High" and "Low" rather than numbers, so you will see that in RTIR also. See the RT upgrade notes for details on how to set your Priority levels and for how to revert to number-based priority if you prefer.

  If you don't use Priority on Incidents, you can customize the search result columns with the "DueIncidents" entry in the %RTIRSearchResultFormats configuration.

• The Updates column in Incident ticket listings on RTIR at a glance now shows the number of unread messages on the Incident ticket rather than just Yes/No. As with Priority above, this setting can be customized with the "DueIncidents" entry in %RTIRSearchResultFormats. The previous option was called UpdateStatus and the new version is UnreadMessages.

• Default values for RTIR custom fields previously set using the configuration option %RTIR_CustomFieldsDefaults are now set using RT's core custom field default value feature. If you had defaults previously set, they will be migrated automatically during upgrade.

  RT supports setting these defaults both in the custom field configuration, which will set a default for all queues, and in the queue configuration for each individual queue.

  %RTIR_CustomFieldsDefaults now sets default values only for "Resolution" because the Resolution values are set based on the status of the Incident when closed.

• On Incidents, the linked tickets for Incident Reports, Investigations, and Countermeasures are now controlled via the new LinkedQueuePortlets feature in RT. If you previously modified the format of the link display on the Incidents page using %RTIRSearchResultFormats for ChildReport, ChildInvestigation, or ChildCountermeasure, you can copy that configuration to the new %LinkedQueuePortletFormats option.

• Before RTIR 4.0 you could launch an incident and investigation on a single page. This feature was removed in RTIR 4.0, but has been restored in RTIR 5.0.0. It has also been updated to allow the queue for each section to be selected on the create page.

UPGRADING FROM RTIR 5.0.0 AND EARLIER

• RTIR display pages now support inline edit, similar to the core RT feature. The configuration option %InlineEditPanelBehavior, as documented in RT, allows you to set the edit behavior. To set different behavior for RTIR, you can use the key RTIR::Ticket with the same format as that documented for RT::Ticket.