I have a recent installation of rt2 (live about 2 weeks). One of my
instructions is to change the tagline from
[qsent.com#xxx ] to
[ Qsent Request #xxx ]
It looks like this is just a matter of changing $rtname
What are the gotchas here, and workarounds?
My thoughts are the following:
Old tickets blow up?
How is rt going to handle the old tickets? Fortunately, we aren’t so
entrenched yet that much will be lost.
Other changes? Is that the only (or even correct) configuration for
doing this?
breaks rt? Can this damage my installation somehow?
Anything else?
thanks,
rick
Rick Rezinas 503-889-7091
Unix Systems Administrator
Qsent, Inc.
When Gladstone was British Prime Minister he visited Michael Faraday’s
laboratory and asked if some esoteric substance called `Electricity’
would ever have practical significance.
“One day, sir, you will tax it,” was the answer.
– Science, 1994
yeah, caught that. Not my call on this one, just wondering if anyone
has experience with this, and what in particular to watch out for. The
boss is already aware of the probably existing tickets problem, and has
deemed it acceptable loss (most of which will probably be my time
thx
rickOn Mon, 29 Jul 2002, Russ Johnson wrote:
At 04:10 PM 7/29/2002 -0700, you wrote:
I have a recent installation of rt2 (live about 2 weeks). One of my
instructions is to change the tagline from
[qsent.com#xxx ] to
[ Qsent Request #xxx ]
It looks like this is just a matter of changing $rtname
What are the gotchas here, and workarounds?
Did you see this, in etc/config.pm:
$rtname the string that RT will look for in mail messages to
figure out what ticket a new piece of mail belongs to
Your domain name is recommended, so as not to pollute the namespace.
once you start using a given tag, you should probably never change it.
(otherwise, mail for existing tickets won’t get put in the right place
Rick Rezinas 503-889-7091
Unix Systems Administrator
Qsent, Inc.
When Gladstone was British Prime Minister he visited Michael Faraday’s
laboratory and asked if some esoteric substance called `Electricity’
would ever have practical significance.
“One day, sir, you will tax it,” was the answer.
– Science, 1994
yeah, caught that. Not my call on this one, just wondering if anyone
has experience with this, and what in particular to watch out for. The
boss is already aware of the probably existing tickets problem, and has
deemed it acceptable loss (most of which will probably be my time
In the long run, it won’t be much of a hassle. We changed our $rtname after a
few hundred tickets, and since we did not get back to the old tickets, nothing
strage popped up.
I would say You can compute the transition period (whre things might screw
up) by determining how long a given ticket takes to be resolved, and how many
tickets You get in a given period.
I would not recommend switching $rtname more than once without flushing the
ticket database (maybe thatis an option?).
yeah, caught that. Not my call on this one, just wondering if anyone
has experience with this, and what in particular to watch out for. The
boss is already aware of the probably existing tickets problem, and has
deemed it acceptable loss (most of which will probably be my time
In the long run, it won’t be much of a hassle. We changed our
$rtname after a few hundred tickets, and since we did not get back
to the old tickets, nothing strage popped up.
When we changed ticketing systems outright, the format of the
ticket-id in the Subject: line changed, making it roughly equivalent
to changing $rtname. We just modified rt-mailgate to tweak the
old-style ticket-id to look like the new one, and things Just Worked.
(No-one uses the old-style ticket-id anymore but the code is still there
simply because there’s really no point in removing it.)
You ought to be able to do the same thing in rt-mailgate or in a
preprocessing hook using Simon’s mail-hooks contrib.
I would not recommend switching $rtname more than once without flushing the
ticket database (maybe thatis an option?).
I don’t believe it’s a database issue; the rtname is never stored in
the database. The problem is that RT uses $rtname to decide if a
ticket is one of its own tickets, or if it’s a ticket from someone
else’s instance of RT.
Cheers
-Rich
Rich Lafferty --------------±----------------------------------------------
Ottawa, Ontario, Canada | Save the Pacific Northwest Tree Octopus! http://www.lafferty.ca/ | Save The Pacific Northwest Tree Octopus
rich@lafferty.ca -----------±----------------------------------------------
