Tickets not updating status correctly
Deepwinter
via web
I am seeing tons of examples of tickets not matching against what shows on the Lighthouse server. I use milestones to track tickets, and custom statuses, and a lot of times tickets that are resolved get stuck 'open' or in my customer 'verify' status, and do not reflect any comments or changes made on the LH servers. Everything is correct in Lighthouse, but Lighthouse Keeper is basically out of date with the current status. This remains true even after clicking 'Get Updates' several times and restarting Lighthouse Keeper.
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Support Staff 2 Posted by Martin Pilkington on 15 Apr, 2010 06:29 PM
Hi,
Have you tried doing a complete refresh by getting all data again (Tickets > Get All)? This often fixes any issues like this.
Thanks
Martin
3 Posted by matt on 16 Apr, 2010 03:38 PM
Hey Martin,
Sorry that did not fix the problems.
m.
Support Staff 4 Posted by Martin Pilkington on 16 Apr, 2010 03:53 PM
Hmm, I'm not entirely sure what is going wrong then. Get All does a completely fresh download of everything from Lighthouse. Can you go to one of the problem tickets in Lighthouse and then add .xml to the end of the address bar in your browser? It should ask you for your lighthouse username and password. If it accepts them, can you view the page source and send it to me (if you could tell me what the ticket state should be as well so I can check). I just want to rule out any issue on Lighthouse's end.
Besides that, there is a chance it is due to the error handling in LHK 1.1. I'm completely re-writing it for 1.2 to make it far more stable so that could fix it.
Thanks
Martin
5 Posted by matt on 19 Apr, 2010 03:53 PM
Hey..
Below is the Ticket xml. It looks correct. yet in LHK it still says 'verify' and with a different user. I have 3 accounts set up in LHK, so clearly I was hoping to use it pretty heavily. Could this be what's causing the issue? Hitting 'Update All' doesn't fix the problem. Let me know what else I can do to help debug, I'd really like this to work.
m.
<ticket>
<assigned-user-id type="integer">85704</assigned-user-id>
<attachments-count type="integer">0</attachments-count>
<closed type="boolean">true</closed>
<created-at type="datetime">2010-04-06T17:43:37-04:00</created-at>
<creator-id type="integer">45563</creator-id>
<milestone-due-on type="datetime">2010-04-09T00:00:00-04:00</milestone-due-on>
<milestone-id type="integer">68306</milestone-id>
<number type="integer">326</number>
−
<permalink>
once-renewal-screen-is-viewed-cant-get-back-out-to-order-screen
</permalink>
<priority type="integer">3</priority>
<project-id type="integer">31411</project-id>
<raw-data type="binary" encoding="base64" nil="true"/>
<state>resolved</state>
<tag nil="true"/>
−
<title>
Once renewal screen is viewed, can't get back out to order screen
</title>
<updated-at type="datetime">2010-04-08T16:15:44-04:00</updated-at>
<user-id type="integer">70017</user-id>
<user-name>Snacks</user-name>
<creator-name>deepwinter</creator-name>
<assigned-user-name>gazugafan</assigned-user-name>
−
<url>
http://madeofpeople.lighthouseapp.com/projects/31411/tickets/326
</url>
<milestone-title>April 8 Minor</milestone-title>
−
<original-body>
ref: https://ntvb.lighthouseapp.com/projects/38096/tickets/274-once-renewal-screen-is-viewed-cant-get-back-out-to-order-screen
More or less the cookie gets stuck and never clears. Hitting an order page directly should clear the session cookie. This is referring to the public side renewal system.
</original-body>
−
<latest-body>
ref: https://ntvb.lighthouseapp.com/projects/38096/tickets/274-once-renewal-screen-is-viewed-cant-get-back-out-to-order-screen
More or less the cookie gets stuck and never clears. Hitting an order page directly should clear the session cookie. This is referring to the public side renewal system.
</latest-body>
−
<original-body-html>
<div><p>ref: <a href=
"https://ntvb.lighthouseapp.com/projects/38096/tickets/274-once-renewal-screen-is-viewed-cant-get-back-out-to-order-screen">
https://ntvb.lighthouseapp.com/projects/38096/tickets/274-once-rene...</a></p>
<p>More or less the cookie gets stuck and never clears. Hitting an
order page directly should clear the session cookie. This is
referring to the public side renewal system.</p></div>
</original-body-html>
−
<versions type="array">
−
<version type="Ticket::Version">
<assigned-user-id type="integer">85704</assigned-user-id>
<attachments-count type="integer">0</attachments-count>
−
<body>
ref: https://ntvb.lighthouseapp.com/projects/38096/tickets/274-once-renewal-screen-is-viewed-cant-get-back-out-to-order-screen
More or less the cookie gets stuck and never clears. Hitting an order page directly should clear the session cookie. This is referring to the public side renewal system.
</body>
−
<body-html>
<div><p>ref: <a href=
"https://ntvb.lighthouseapp.com/projects/38096/tickets/274-once-renewal-screen-is-viewed-cant-get-back-out-to-order-screen">
https://ntvb.lighthouseapp.com/projects/38096/tickets/274-once-rene...</a></p>
<p>More or less the cookie gets stuck and never clears. Hitting an
order page directly should clear the session cookie. This is
referring to the public side renewal system.</p></div>
</body-html>
<closed type="boolean">false</closed>
<created-at type="datetime">2010-04-06T17:43:37-04:00</created-at>
<creator-id type="integer">45563</creator-id>
<diffable-attributes type="yaml">--- {}
</diffable-attributes>
<milestone-id type="integer">68306</milestone-id>
<number type="integer">326</number>
−
<permalink>
once-renewal-screen-is-viewed-cant-get-back-out-to-order-screen
</permalink>
<priority type="integer">0</priority>
<project-id type="integer">31411</project-id>
<state>new</state>
<tag nil="true"/>
−
<title>
Once renewal screen is viewed, can't get back out to order screen
</title>
<updated-at type="datetime">2010-04-06T17:43:41-04:00</updated-at>
<user-id type="integer">45563</user-id>
<user-name>deepwinter</user-name>
<creator-name>deepwinter</creator-name>
<assigned-user-name>gazugafan</assigned-user-name>
−
<url>
http://madeofpeople.lighthouseapp.com/projects/31411/tickets/326
</url>
<milestone-title>April 8 Minor</milestone-title>
</version>
−
<version type="Ticket::Version">
<assigned-user-id type="integer">70017</assigned-user-id>
<attachments-count type="integer">0</attachments-count>
−
<body>
The order index page will now reset the renewal cookie to false if there is a campaign id cookie set (otherwise, you must do a renewal because we wouldn't know what campaign to set a new customer to). So, for example, the following urls would force the order form to NOT be a renewal:
/order
/order/index
/order/subscribe
/atlanta/order
/atlanta/order/subscribe
/atlanta/order/index
The following URLs would force the order form to be a renewal:
/atlanta/order/renew
/order/renew
And the following URLs would simply go with whatever cookie was already set (NOT a renewal by default):
/order/order
/atlanta
/atlanta/order/order
</body>
−
<body-html>
<div><p>The order index page will now reset the renewal cookie to false
if there is a campaign id cookie set (otherwise, you must do a
renewal because we wouldn't know what campaign to set a new
customer to). So, for example, the following urls would force the
order form to NOT be a renewal:</p>
<p>/order /order/index /order/subscribe /atlanta/order
/atlanta/order/subscribe /atlanta/order/index</p>
<p>The following URLs would force the order form to be a
renewal:<br>
/atlanta/order/renew /order/renew</p>
<p>And the following URLs would simply go with whatever cookie was
already set (NOT a renewal by default):<br>
/order/order /atlanta /atlanta/order/order</p></div>
</body-html>
<closed type="boolean">false</closed>
<created-at type="datetime">2010-04-06T18:40:38-04:00</created-at>
<creator-id type="integer">45563</creator-id>
<diffable-attributes type="yaml">---
:state: new
:assigned_user: 85704
</diffable-attributes>
<milestone-id type="integer">68306</milestone-id>
<number type="integer">326</number>
−
<permalink>
once-renewal-screen-is-viewed-cant-get-back-out-to-order-screen
</permalink>
<priority type="integer">0</priority>
<project-id type="integer">31411</project-id>
<state>verify</state>
<tag nil="true"/>
−
<title>
Once renewal screen is viewed, can't get back out to order screen
</title>
<updated-at type="datetime">2010-04-06T18:40:40-04:00</updated-at>
<user-id type="integer">85704</user-id>
<user-name>gazugafan</user-name>
<creator-name>deepwinter</creator-name>
<assigned-user-name>Snacks</assigned-user-name>
−
<url>
http://madeofpeople.lighthouseapp.com/projects/31411/tickets/326
</url>
<milestone-title>April 8 Minor</milestone-title>
</version>
−
<version type="Ticket::Version">
<assigned-user-id type="integer">85704</assigned-user-id>
<attachments-count type="integer">0</attachments-count>
<body>This is still locking me into a renewal.</body>
−
<body-html>
<div><p>This is still locking me into a renewal.</p></div>
</body-html>
<closed type="boolean">false</closed>
<created-at type="datetime">2010-04-08T14:51:11-04:00</created-at>
<creator-id type="integer">45563</creator-id>
<diffable-attributes type="yaml">---
:state: verify
:assigned_user: 70017
</diffable-attributes>
<milestone-id type="integer">68306</milestone-id>
<number type="integer">326</number>
−
<permalink>
once-renewal-screen-is-viewed-cant-get-back-out-to-order-screen
</permalink>
<priority type="integer">0</priority>
<project-id type="integer">31411</project-id>
<state>open</state>
<tag nil="true"/>
−
<title>
Once renewal screen is viewed, can't get back out to order screen
</title>
<updated-at type="datetime">2010-04-08T14:51:14-04:00</updated-at>
<user-id type="integer">70017</user-id>
<user-name>Snacks</user-name>
<creator-name>deepwinter</creator-name>
<assigned-user-name>gazugafan</assigned-user-name>
−
<url>
http://madeofpeople.lighthouseapp.com/projects/31411/tickets/326
</url>
<milestone-title>April 8 Minor</milestone-title>
</version>
−
<version type="Ticket::Version">
<assigned-user-id type="integer">85704</assigned-user-id>
<attachments-count type="integer">0</attachments-count>
<body/>
<body-html/>
<closed type="boolean">true</closed>
<created-at type="datetime">2010-04-08T16:15:41-04:00</created-at>
<creator-id type="integer">45563</creator-id>
<diffable-attributes type="yaml">---
:state: open
</diffable-attributes>
<milestone-id type="integer">68306</milestone-id>
<number type="integer">326</number>
−
<permalink>
once-renewal-screen-is-viewed-cant-get-back-out-to-order-screen
</permalink>
<priority type="integer">0</priority>
<project-id type="integer">31411</project-id>
<state>resolved</state>
<tag nil="true"/>
−
<title>
Once renewal screen is viewed, can't get back out to order screen
</title>
<updated-at type="datetime">2010-04-08T16:15:44-04:00</updated-at>
<user-id type="integer">70017</user-id>
<user-name>Snacks</user-name>
<creator-name>deepwinter</creator-name>
<assigned-user-name>gazugafan</assigned-user-name>
−
<url>
http://madeofpeople.lighthouseapp.com/projects/31411/tickets/326
</url>
<milestone-title>April 8 Minor</milestone-title>
</version>
</versions>
</ticket>
Support Staff 6 Posted by Martin Pilkington on 19 Apr, 2010 04:00 PM
Hi Matt,
The only thing I can think of then is that something is going wrong with either the download or the parsing. Could you follow the instructions in this support article to turn on debug logging and then do an update all (it may slow down LHK quite a bit):
http://support.mcubedsw.com/faqs/lighthouse-keeper/lhkdebuglog
If you can then send me the log I'll see if I can find anything that points to what is wrong.
Thanks
Martin
7 Posted by Lieven Gekiere on 07 May, 2010 02:30 PM
I experience the same issues .... on the Lighthouse website a lot of tickets are 'resolved', but in Lighthouse Keeper they say 'new'. ... see screenshot.
Support Staff 8 Posted by Martin Pilkington on 07 May, 2010 02:39 PM
Hi Lieven,
This seems to be an issue with how LHK talks to Lighthouse. It will be fixed for 1.2
Thanks
Martin
9 Posted by barunio on 21 May, 2010 04:37 PM
Any idea about a release date for 1.2?
Thanks!
Support Staff 10 Posted by Martin Pilkington on 21 May, 2010 05:10 PM
Hi Barunio,
Unfortunately the best answer I can give at this stage is "this summer". LHK 1.2 has been on hold for a month or so while I work on an iPad app, but I'm slowly starting to work on it again now.
Thanks
Martin
11 Posted by Maximillian Dornseif on 25 May, 2010 10:10 AM
Martin,
this is a very unsatisfactory answer. Basically due to this bug Lighthouse Keeper is unusable for me. You sold me a software product with known deficiencies and seem to have no concrete timeline for fixing that issue.
To be frank - I feel somewhat cheated.
--md
Support Staff 12 Posted by Martin Pilkington on 25 May, 2010 10:50 AM
Hi Maximillian,
I cannot give a concrete timeline because unfortunately software development doesn't lend itself to concrete timeline. All I can say is that it will be released between late June and early September, but given that I don't have a clear idea of how long it will take to write I can't be more specific, which is why I don't give a specific release date for a version until a week or two before, when the version is pretty much finished.
And yes, at the time you bought your license I was aware of this issue and had started working towards fixing it, so you could say it was sold with known deficiencies, but you could say that about any piece of software with a known bug that can't be fixed with an immediate update. However, if you would like a refund then let me know and I will refund your purchase.
Thanks
Martin
13 Posted by Matthew Shultz on 25 May, 2010 10:30 PM
Martin -
I don't know about Max but I'm personally willing to wait to see that this gets fixed, but I'm in the same situation. i bought this from you thinking it would be a great tool to manage my multiple projects, but it's actually unusable in it's current release. The reality is that your software does not support multiple projects, or maybe doesn't even support a single project. I think what you are selling is an Alpha release that really needs testing. It's not a big deal, but since this is the case it should be nearly free, not over $50 - which is what you would expect to pay for something that's solid production level software. It's disappointing, but it's a good idea and thus I'm willing to wait it out.
matt.
Support Staff 14 Posted by Martin Pilkington on 26 May, 2010 10:42 AM
Hi Matthew,
As is the use with many network related bugs, it often affects only certain people. While testing I didn't come across this bug and many other users haven't either. However, several users like yourself have found serious bugs that prevent Lighthouse Keeper from working properly.
This is why I am rewriting the entire backend if Lighthouse Keeper for 1.2, which is roughly 30-40% of the code. Sadly back in the summer of 2008 I didn't have as much experience with writing network handling code and so Lighthouse Keeper has several bugs. In the past 2 years I've learned a lot and will be applying that knowledge to making it faster, more reliable and more helpful when things do go wrong.
Thanks for your patience
Martin
Martin Pilkington closed this discussion on 25 Aug, 2010 12:57 PM.