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Hi there,
Things have been going pretty well with Deskzilla. I just had something really weird happen though that is again impairing my use of the product and can't find It the discussion groups.

The other day I launched Deskzilla and all of my custom info was gone - I had to recreate the connection to the database. This is the first time its ever done this.

Before, there was a large set of predefined queries that were present. I used them all the time. They're suddenly gone and the only queries are the ones living Bugzilla.

I can't figure out how to get all of the original queries back. They were really useful.

Thanks for the assistance!
-grace

_______________

Hello Grace,

Thanks for your kind words!

I'm sorry about this problem that you describe, this is the first time something like that is reported. While what happened is yet to be investigated, we can try to restore your queries from backups.

First of all, please locate your Deskzilla's workspace directory. (See how: http://wiki.almworks.com/display/kb/Workspace)

The workspace directory contains file "config.xml"Problem: All custom info and predefined queries disappear.
Solution: Restore your queries from backups
To do so:

Locate Deskzilla's workspace directory. The workspace directory contains config.xml file, which stores all configuration, including your connection and

...

queries information. This file is being automatically backed up into "backup" sub-directory in the workspace.

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Look for a file in "backup"

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subdirectory dated before

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the day when predefined and custom queries have disappeared. If

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such file is

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present, you can try to restore the old configuration. To do

...

so:
...
1. 1. Close Deskzilla if it is running
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1. 1. .
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1. 1. Make
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1. 1. a complete backup of your workspace
...
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1. 1. Copy the backup version of config.xml over the working version of config.xml.
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1. 1. Start Deskzilla.
If you don't have local modifications in Deskzilla, it is also advisable to clear local database and reload bugs from server (http://wiki.almworks.com/display/kb/How+to+Clear+Local+Database)
One of the reasons why all your queries were lost could be that somehow the workspace directory has been deleted. In that case you won't find old enough backups of config.xml. If you have any other backups, probably system backups of your hard drive, you can try to restore from there.
Please let me know if that helped and whether you were able to restore queries.
As for investigation of why that problem happened, could you please send me To help us investigate what the problem is please send us a ZIP archive of all the log files, that are located in "log" subdirectory of the workspace?
Thank you!
________________
Hello Grace,
I'm sorry for delayed reply. I've checked log files, nothing especially suspicious there. After you make change to .
Problem: Deskzilla Clears Fields
Possible reasons:
After you change a bug, upload may not happen due to for the following reasons: 1.
1. You selected not to upload changes: on New Bug / Edit Bug you do that with "Save Draft" (vs. "Save and Upload") button, when adding comments you may have cleared "Upload to server immediately" check box;
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1. The upload resulted in conflict that Deskzilla couldn't automatically solve. Bugs that have conflicts are marked with the "broken" icon (), and you need to call Merge action via menu Edit | Merge or a corresponding toolbar button to merge conflicting server-side changes and your changes
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1. .
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1. You made changes that did not involve any dialogs (like drag and dropping bugs over queries, or marking bugs as being watched) - such changes are not automatically uploaded
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1. .
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1. The upload could not start because the bug was still being edited: for example, if you created a bug,
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1. press Save and Upload
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1. , then immediately opened Edit Bug, the upload won't happen until you
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1. press Save and Upload
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1. in the Edit Bug dialog again. This is current limitation of Deskzilla, it can't upload or download changes for a bug when it is being edited
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1. .
Tip
You always can see the number of locally modified bugs in the status bar (the number beside "modified" icon ), and if you click on that number, you get a list of locally modified bugs.
Thanks for feedback, please let me know if that doesn't solve the problem or if you have further questions.
Kind regards,
Igor
From: Grace Stahre grace@versantmedia.com
Sent: Thursday, May 14, 2009 4:47 AM
To: 'Igor Sereda'
Subject: RE: deszilla clearing fields
It's weird -
So the issues about clearing fields spontaneously has disappeared. They weren't new fields, by far. But its gone.
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They are both date fields.
I've been noticing that a few seconds after I fill them out, Deskzilla clears them. I have to refill them several times before Deskzilla will leave them alone.
Any clues to this one?
______________________
Grace Stahre
(O) 206.524.5194
(C) 206.330.1410
www.VersantMedia.com
Documentary-Style Promotional, Educational, and Event Videos
From: Igor Sereda sereda@almworks.com
Sent: Tuesday, April 14, 2009 4:25 AM
To: 'Grace Stahre'
Subject: RE: Problem: Deskilla having constant problems
Hello Grace,
Thank you very much for the logs.
...
Details of the problem:
When Deskzilla tried to upload changes, this is what it received from Bugzilla server (see file log\bugzilla\bugzilla.customtollfree.com\2009-04-08\098-100719-086.process_bug, for example):
<h1>Software error:</h1>
<pre>Can't call method "login" on an undefined value at Bugzilla/Bug.pm line 519.
</pre>
<p>
For help, please send mail to the webmaster (<a href="mailto:adminsupport@the800source.com">adminsupport@the800source.com</a>), giving this error message
and the time and date of the error.
</p>
From: Grace Stahre grace@versantmedia.com
Sent: Wednesday, April 08, 2009 10:35 PM
To: 'Igor Sereda'
Subject: RE: Deskilla having constant problems
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By the way, if you're planning to deploy issue tracker in a small team initially (up to 5 people), you shouldn't miss the opportunity to buy JIRA starter edition at a totally indecent price of $5 - this week only. See more at Atlassian's web site.
Kind regards,
IgorFrom: Grace Stahre grace@versantmedia.com
Sent: Monday, April 20, 2009 8:21 PM
To: 'Igor Sereda'
Subject: RE:
Problem: Extended Deskzilla License
The problem has not gone away completely but mostly. I don't know how to activate the QA Contact field in Bugzilla, so I've just been avoiding that field.
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Please check that your Bugzilla supports this attribute and that you have permissions to update problematic attribute. The problem has occurred today at 10:16 AM, used login 'grace@versantmedia.com'.
______________________
Grace Stahre
(O) 206.524.5194
(C) 206.330.1410
www.VersantMedia.com
Documentary-Style Promotional, Educational, and Event Videos
From: Igor Sereda sereda@almworks.com
Sent: Wednesday, April 08, 2009 3:47 AM
To: 'Grace Stahre'
Subject: RE: Deskilla having constant problems
Hello Grace,
Thank you very much for your feedback. I'm sorry to hear about these problems, and we'd like to improve Deskzilla if you are willing to bear with it for some time and give us additional information.
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Problem: Bugs are not uploading and synchronizing properly. Sometimes Deskzilla fails when adding a comment or changing the deadline.
Solution:
Please collect some additional information for us:
1. Run Deskzilla in verbose mode as described here
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1. .
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1. Deskzilla logs all the information and stores it in log files. When any problem happens, you can ZIP all the log files from log directory (by default, C:\Documents and Settings\username\.Deskzilla\log - see the instruction for details), and send it to
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Sorry once again for the inconvenience. I'll perfectly understand if you decide not to go with Deskzilla at this time - in that case I'd suggest you to subscribe to our release announcement mailing list or RSS feed on http://almworks.com ; we're working on 2.0 version right now, which would have lots of improvements. It would be great if you're willing to help though, in the way described above, and if we finally resolve the problems I'll be glad to offer a 15% discount on licenses for you or your company.
Kind regards,
Igor
–
Igor Sereda
ALM Works
tel.US +1 (773) 598-5805
fax.US +1 (302) 341-0282
tel/fax.RU +7 (812) 740-5790
skype callto:igorsereda
sereda@almworks.com
http://www.linkedin.com/in/igorsereda
http://almworks.com
From: Grace Stahre grace@versantmedia.com
Sent: Wednesday, April 08, 2009 12:59 AM
To: support@almworks.com
Subject: Deskilla having constant problems
Hello,
I installed the evaluation version a couple of weeks ago. I love the interface and flexibility. I want to use this tool and have my office purchase it... however...
I'm having constant problems with bugs not uploading and synchronizing properly. Sometimes things work fine, sometimes they don't, and I cannot identify the reason for the failure.
Sometimes it will fail if I add a Comment, sometimes changing the deadline will cause a fail. Just about any minor change CAN cause a fail. And then it NEVER corrects. I have to go into the Bugzilla interface directly and copy over my changes and Discard Changes in Deskzilla.
I've checked the forums but have seen no resolutions that pertain to my situation. We are using 3.2.2 Release of Bugzilla.
This has been reducing my efficiency by about 30% and causing bugs to not be assigned correctly. Would love for this product to work for us.
I can send screen grabs if that will help.
-grace
______________________
Grace Stahre
(O) 206.524.5194
(C) 206.330.1410
www.VersantMedia.com
Documentary-Style Promotional, Educational, and Event Videos
1. us with a description of what actually happened compared with what you expected.

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Problem: Extended Deskzilla License

Problem: Bugs are not uploading and synchronizing properly. Sometimes Deskzilla fails when adding a comment or changing the deadline.