Changing $rtname

Val_Luck · May 13, 2003, 3:55am

Hello,

I initially configured $rtname to be our company’s domain name with the “.com” on it. However, as it is embedded in each ticket number, I want to change it and remove the “.com”.

I have read that you should not change $rtname because mail for existing tickets won’t get put in the right place. However, we have not started using RT in product yet.

What is the best way to change $rtname and make RT happy.
Do I not want to this? Is there some compelling reason to leave the “.com” in the $rtname variable?

Thanks!

Val

tony_zoeteman · August 17, 2003, 7:35am

there have been warnings about changing $rtname. over the past months
there have also been questions about how to fix issues after one changes
$rtname yet not a single answer that i could find. any new list users
that have tacked this issue as i am about to and would love some support?

i love the system but feel that this string should not be used for
sorting tickets, just the numbers.

thanks
tony

Jesse_Vincent · August 17, 2003, 4:28pm

there have been warnings about changing $rtname. over the past months
there have also been questions about how to fix issues after one changes
$rtname yet not a single answer that i could find. any new list users
that have tacked this issue as i am about to and would love some support?

i love the system but feel that this string should not be used for
sorting tickets, just the numbers.

Then you’re going to have a very hard time the first time your RT
instance exchanges mail with another RT instance…

thanks

tony

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tony_zoeteman · August 18, 2003, 11:39pm

Jesse Vincent wrote:

there have been warnings about changing $rtname. over the past months
there have also been questions about how to fix issues after one changes
$rtname yet not a single answer that i could find. any new list users
that have tacked this issue as i am about to and would love some support?

i love the system but feel that this string should not be used for
sorting tickets, just the numbers.

Then you’re going to have a very hard time the first time your RT
instance exchanges mail with another RT instance…

this was easy to accomplish. after studying the database i only had to
modify the Transaction Table to replace the old string with my new one.
then changing $rtname in the config file and everything works fine.

this should be in the manual
tony

Jesse_Vincent · August 19, 2003, 12:47am

Jesse Vincent wrote:

there have been warnings about changing $rtname. over the past months
there have also been questions about how to fix issues after one changes
$rtname yet not a single answer that i could find. any new list users
that have tacked this issue as i am about to and would love some support?

i love the system but feel that this string should not be used for
sorting tickets, just the numbers.

Then you’re going to have a very hard time the first time your RT
instance exchanges mail with another RT instance…

this was easy to accomplish. after studying the database i only had to
modify the Transaction Table to replace the old string with my new one.
then changing $rtname in the config file and everything works fine.

this should be in the manual

But now if anyone replies to an old ticket with the old rtname, a new
ticket will be opened.

–
tony

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rt-users@lists.fsck.com
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Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

Request Tracker... So much more than a help desk — Best Practical Solutions – Trouble Ticketing. Free.

Larry_Stone · August 19, 2003, 6:59am

there have been warnings about changing $rtname. over the past months
there have also been questions about how to fix issues after one changes
$rtname yet not a single answer that i could find. any new list users
that have tacked this issue as i am about to and would love some support?

this was easy to accomplish. after studying the database i only had to
modify the Transaction Table to replace the old string with my new one.
then changing $rtname in the config file and everything works fine.

But now if anyone replies to an old ticket with the old rtname, a new
ticket will be opened.

I worked around this when migrating from a pilot-project system where
I’d made a dumb choice of $rtname and wanted to change it. Here’s
the diff (I substituted OldDumbRTname to make it obvious). When
users reply to old mail with the OldDumbRTname in Subject: it
gets parsed correctly.

-- Larry

*** …/libraries/lib/RT/EmailParser.pm Thu Jul 3 19:55:38 2003
— lib/RT/EmailParser.pm Thu Jul 3 21:44:09 2003
*** 256,263 ****

  my $Subject = shift;

! if ( $Subject =~ s/[\Q$RT::rtname\E\s+#(\d+)\s*]//i ) {
! my $id = $1;
$RT::Logger->debug(“Found a ticket ID. It’s $id”);
return ($id);
}
— 256,263 ----

  my $Subject = shift;

! if ( $Subject =~ s/[(OldDumbRTname|\Q$RT::rtname\E)\s+#(\d+)\s*]//i ) {
! my $id = $2;
$RT::Logger->debug(“Found a ticket ID. It’s $id”);
return ($id);
}

Duncan_Hutty1 · April 8, 2005, 2:17pm

Unwittingly, I set the string $rtname in RT_SiteConfig.pm to be too
long. I didn’t realise that it would be used in the subject lines
(although it seems fairly obvious in hindsight). Therefore many of the
users will only be able to see that string in their subject line at 80
columns. The ticket number and ticket subject which are of course the
interesting data are truncated out of sight.

According to the comment, if I change it, mail for existing tickets
won’t get put in the right place. Could anyone suggest a workaround or a
modification to change how this string is used?

Duncan Hutty
System Administrator, ECE
Carnegie Mellon University

Please use informative subject lines

Anthony_Leong · April 8, 2005, 2:49pm

Greetings,

You can try the following, but there are no gaurantees as I haven’t
done this before and I think those are the only things need to be
modified…
In RT_SiteConfig, change $rtname to your desired (new) name. As well,
make a new variable, $oldrtname, and assign it with the value of your
“old” unwanted name. Then, in the content of the file Email.pm, wherever
$rtname is used, you will have to add $oldrtname.

What that should do is…

new emails sent by RT will have the subjects beginning with your new
rtname
when RT receives an email and sees either $rtname or $oldrtname, it will
accept those emails

AnthonyOn Fri, 8 Apr 2005, Duncan Hutty wrote:

Unwittingly, I set the string $rtname in RT_SiteConfig.pm to be too
long. I didn’t realise that it would be used in the subject lines
(although it seems fairly obvious in hindsight). Therefore many of the
users will only be able to see that string in their subject line at 80
columns. The ticket number and ticket subject which are of course the
interesting data are truncated out of sight.

According to the comment, if I change it, mail for existing tickets
won’t get put in the right place. Could anyone suggest a workaround or a
modification to change how this string is used?

–
Duncan Hutty
System Administrator, ECE
Carnegie Mellon University

Please use informative subject lines

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