Please do not ever change the “$rtname” variable in etc/config.pm of rt, if
you have already tickets in the database! This is written in the config
file itself 
Ok, how about this concept;
One Organisation.
Multiple Ticket queues
Seperate Numbering systems for each queue.
Is it possible to use one SQL database, and multiple $rtname variables to
seperate out the queues ?
Hrm, this isn’t what I want. $rtname appears to be used for:
Pretty naming of Web Pages (RT/$rtname)
Ticket Acknowledgements
Mail loop detection (X-RT-Loop-Prevention: $rtname)
Self-check on incoming tickets (subject line match)
Identifier on outgoing tickets
Other misc things which don't seem to be important ;)
$rtname isn’t actually stored in the SQL database, leading to the
conclusion of one RT2 instance, one number sequence irrespective of number
of queues. Poot.
As an aside, I’d suggest another feeping creaturism, being to support
migration from previous ticketing systems which had a different identifier
($rtname) in the subject line, but where the same numbering system has
been preserved in conversion from previous ticketing system to RT2, ie:
etc/config.pm:
# Incoming subject line match to assist with migration
rtname_regex = "^\s*\[(old-org-name|new-org-name)\s+\#(\d+)\]\s*";
# Field within pattern match which has the ticket $Id
# See perlre man page - 1-9 is the limit
rtname_regex_Id = 2;
lib/RT/Interface/Email.pm - ParseTicketId():
my $retval = undef;
if ($Subject =~ s/\[$RT::rtname \#(\d+)\]//i) {
$Id = $1;
$RT::Logger->debug("Found a ticket ID. It's $Id");
$retval = $Id;
}
elsif ( defined( $RT::rtname_regex ) && defined( $RT::rtname_regex_Id ) ) {
if ( $RT::rtname_regex_Id =~ m/^\d+$/ && $Subject =~ m/$RT::rtname_regex/i ) {
my (@tsplit) = ("", $1, $2, $3, $4, $5, $6, $7, $8, $9);
if( defined( $tsplit[$RT::rtname_regex_Id] ) ) {
# Paranoia checks just in case the local
# administrator didn't quite specify a
# number pattern match. Avoid possible
# problems later when SQL gets involved.
my $tval = $tsplit[$RT::rtname_regex_Id];
$RT::Logger->debug("Found a possible ticket ID. It's $tval");
$retval = $tval if( $tval =~ /^\d+$/ );
}
}
}
return( $retval );
Ie, if you previously generated tickets like [some_name #1234] and now are
[some_other_name #4321], but do want to preserve continuity to your users
without dropping tickets.
Bruce Campbell RIPE
NCC
Operations
