Link issues in the Tickets section (ie: static search)

Hi all,

I’ve noticed a problem that I’m unsure when it actually started.

When you click on the Tickets link (
https://domain.com/Search/Build.html) at the top of the page in RT at a
glance,

When you click on one of the tickets that show up, the link is wrong,
hence brings you to a page cannot be displayed.

The link looks like this: https://ticket/Display.html?id=143

When it should look like this:
https://domain.com/Ticket/Display.html?id=143

Notice the host part missing and the “t” is suppose to be Capitalized.

Anyone can tell me how I can fix this? This seams to be an issue with
the search I think or something.

Nelson Pereira
Senior Network Administrator

Protus IP Solutions Inc.
npereira@protus.com
phone: 613.733.0000 ext.528
MyFax: 613.822.5083

Refer your friends and colleagues to MyFax!
Click here for more information.
http://www.myfax.com/referral_program.asp

http://www.myfax.com

Anyone have an idea about the issue I am having?

Nelson

[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Nelson
PereiraSent: Tuesday, April 29, 2008 2:52 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Link issues in the Tickets section (ie: static
search)

Hi all,

I’ve noticed a problem that I’m unsure when it actually started.

When you click on the Tickets link (
https://domain.com/Search/Build.html) at the top of the page in RT at a
glance,

When you click on one of the tickets that show up, the link is wrong,
hence brings you to a page cannot be displayed.

The link looks like this: https://ticket/Display.html?id=143

When it should look like this:
https://domain.com/Ticket/Display.html?id=143

Notice the host part missing and the “t” is suppose to be Capitalized.

Anyone can tell me how I can fix this? This seams to be an issue with
the search I think or something.

Nelson Pereira
Senior Network Administrator

Protus IP Solutions Inc.
npereira@protus.com
phone: 613.733.0000 ext.528
MyFax: 613.822.5083

Refer your friends and colleagues to MyFax!
Click here for more information.
http://www.myfax.com/referral_program.asp

http://www.myfax.com

Nelson,

I'm not sure because I'm not seeing everything, but it sounds like one 

or more of your “Config” settings is wrong.

Kenn
LBNLOn 5/1/2008 8:29 AM, Nelson Pereira wrote:

Anyone have an idea about the issue I am having?

Nelson


From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] *On Behalf Of *Nelson
Pereira
Sent: Tuesday, April 29, 2008 2:52 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Link issues in the Tickets section (ie: static search)

Hi all,

I�ve noticed a problem that I�m unsure when it actually started.

When you click on the Tickets link
(https://domain.com/Search/Build.html) at the top of the page in RT at a
glance,

When you click on one of the tickets that show up, the link is wrong,
hence brings you to a page cannot be displayed.

The link looks like this: https://ticket/Display.html?id=143

When it should look like this: https://domain.com/Ticket/Display.html?id=143

Notice the host part missing and the �t� is suppose to be Capitalized.

Anyone can tell me how I can fix this? This seams to be an issue with
the search I think or something.

Nelson Pereira
Senior Network Administrator

Protus IP Solutions Inc.
npereira@protus.com mailto:npereira@protus.com
phone: 613.733.0000 ext.528
MyFax: 613.822.5083
www.myfax.com http://www.myfax.com

Refer your friends and colleagues to MyFax!
Click here for more information.
http://www.myfax.com/referral_program.asp

www.MyFax.com http://www.myfax.com



The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Hi Nelson,

Forgive me if I’m covering what you’ve tried already. To start out, in your
RT_SiteConfig, verify your WebPath and WebBaseURL settings. As an example,
here’s the relevant settings from an existing RT setup:
Set($WebPath , “/rt”);
Set($WebBaseURL , “http://10.0.0.15:$WebPort”);

This tells RT that it’s supposed to be located at http://10.0.0.15:80/rt (I
think in your case, $WebPath would be just “/”).

As for the capitalization issue… have you performed any changes whatsoever
to RT-related files, other than RT_SiteConfig.pm in [rtpath]/etc?

-MattOn Tue, Apr 29, 2008 at 12:51 PM, Nelson Pereira npereira@protus.com wrote:

Hi all,

I’ve noticed a problem that I’m unsure when it actually started.

When you click on the Tickets link (https://domain.com/Search/Build.html)
at the top of the page in RT at a glance,

When you click on one of the tickets that show up, the link is wrong,
hence brings you to a page cannot be displayed.

The link looks like this: https://ticket/Display.html?id=143

When it should look like this:
https://domain.com/Ticket/Display.html?id=143

Notice the host part missing and the “t” is suppose to be Capitalized.

Anyone can tell me how I can fix this? This seams to be an issue with the
search I think or something.

Nelson Pereira
Senior Network Administrator

Protus IP Solutions Inc.
npereira@protus.com
phone: 613.733.0000 ext.528
MyFax: 613.822.5083
www.myfax.com

Refer your friends and colleagues to MyFax!
Click here for more information.http://www.myfax.com/referral_program.asp

[image: www.MyFax.com] http://www.myfax.com


The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Set($WebPath , “/”);

Set($WebBaseURL , “https://rt.protus.org”);

The problem seems to be when RT creates tickets from emails.

NelsonFrom: RT Lists [mailto:lists_rt@amnesiamachine.com]
Sent: Friday, May 02, 2008 2:08 PM
To: Nelson Pereira
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Link issues in the Tickets section (ie: static
search)

Hi Nelson,

Forgive me if I’m covering what you’ve tried already. To start out, in
your RT_SiteConfig, verify your WebPath and WebBaseURL settings. As an
example, here’s the relevant settings from an existing RT setup:

Set($WebPath , “/rt”);

Set($WebBaseURL , “http://10.0.0.15:$WebPort”);

This tells RT that it’s supposed to be located at http://10.0.0.15:80/rt
(I think in your case, $WebPath would be just “/”).

As for the capitalization issue… have you performed any changes
whatsoever to RT-related files, other than RT_SiteConfig.pm in
[rtpath]/etc?

-Matt

Hi Nelson,

The address for my RT is https://server.myorg.org/rt

Here’s what works for me:

Set($WebPath , “/rt”);
Set($WebPort , 443);
Set($WebBaseURL , “https://server.myorg.org:$WebPort”);
Set($WebURL , $WebBaseURL . $WebPath . “/”);

Maybe it’s the $WebPort setting in $WebBaseURL…

Regards,
Gene

At 12:21 PM 5/2/2008, Nelson Pereira wrote:

Content-class: urn:content-classes:message
Content-Type: multipart/related;
type=“multipart/alternative”;
boundary=“----_=_NextPart_001_01C8AC89.C060F533”

Set($WebPath , “/”);
Set($WebBaseURL , “https://rt.protus.org”);

The problem seems to be when RT creates tickets from emails.

Nelson

Gene LeDuc, GSEC
Security Analyst
San Diego State University

It sounds like your $DefaultSearchResultFormat may be broken. Did you
set this in RT_SiteConfig.pm? If not, check it in RT_Config.pm to make
sure nothing got messed up there.

Barring anything there, go to Advanced on /Search/Build.html in your
browser. Look at the bottom text box, as that defines your search
result format. On every system I’ve played with, that shows links
formed as id

I suspect yours will show as >id or something similar.

For your reference, in RT_Config.pm on my live system I have

$DefaultSearchResultFormat is the default format for RT search results

Set ($DefaultSearchResultFormat, qq{
id/TITLE:#’,
Subject/TITLE:Subject’,
Status,
QueueName,
OwnerName,
Priority,
NEWLINE’,
‘’,
Requestors’,
CreatedRelative’,
ToldRelative’,
LastUpdatedRelative’,
TimeLeft’});

YMMV. Hope this helps you track it down.

Nelson Pereira wrote:

How do you make those changes? In which file?

Nelson Pereira

Telecom Network Admin
Protus IP Solutions Inc.
2379 Holly Lane, Suite 210
Ottawa, Ontario
Canada K1V 7P2
www.protus.com

npereira@protus.com
[t] 888.733.0000 x 528
[p] 613.733.0000 x 528
[f] 613.822.5083
Protus IP SolutionsFrom: Kenneth Crocker [mailto:KFCrocker@lbl.gov]
Sent: Friday, May 02, 2008 6:02 PM
To: Nelson Pereira
Subject: Re: [rt-users] Link issues in the Tickets section (ie: static
search)

Nelson,

I don't think you want the extra "/" at the end of "RT::WebURL 

https://rt.protus.org//“. I’d drop it to just 1 “/”.
I’d also drop the extra “/” at the front of your
“HREF=”//Ticket”. I
think it should be “HREF=”/Ticket/…".
Make those two changes and try it again.

Kenn
LBNL

RT::DefaultSearchResultFormat ‘id/TITLE:#’, '<A

HREF=“//Ticket/Display.html?id=id”>Subject/TITLE:Subject

', Status, QueueName, OwnerName, Priority, ‘NEWLINE’, ‘’,
Requestors’, ‘CreatedRelative’,
ToldRelative’,
LastUpdatedRelative’,
TimeLeft

RT::WebBaseURL https://rt.protus.org

RT::WebURL https://rt.protus.org//

Nelson Pereira

-----Original Message-----
From: Kenneth Crocker [mailto:KFCrocker@lbl.gov]
Sent: Thursday, May 01, 2008 3:30 PM
To: Nelson Pereira
Subject: Re: [rt-users] Link issues in the Tickets section (ie: static
search)

Nelson,

Navigate to Configuration->Tools->System Configuration and tell
me what
you have for:

RT::DefaultSearchResultFormat
RT::WebBaseURL
RT::WebURL

I believe it is one or more of those guys.

Kenn
LBNL

Which one could it be?
Ive went through my rt site config an all seems correct.

Nelson Pereira

Telecom Network Admin
Protus IP Solutions Inc.
2379 Holly Lane, Suite 210
Ottawa, Ontario
Canada K1V 7P2
www.protus.com

npereira@protus.com
[t] 888.733.0000 x 528
[p] 613.733.0000 x 528
[f] 613.822.5083
Protus IP Solutions

-----Original Message-----
From: Kenneth Crocker [mailto:KFCrocker@lbl.gov]
Sent: Thursday, May 01, 2008 12:31 PM
To: Nelson Pereira
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Link issues in the Tickets section (ie:
static
search)

Nelson,

I’m not sure because I’m not seeing everything, but it sounds
like one
or more of your “Config” settings is wrong.

Kenn
LBNL

Anyone have an idea about the issue I am having?

Nelson

From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] *On Behalf Of
*Nelson
Pereira
Sent: Tuesday, April 29, 2008 2:52 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Link issues in the Tickets section (ie: static
search)

Hi all,

I’ve noticed a problem that I’m unsure when it actually started.

When you click on the Tickets link
(https://domain.com/Search/Build.html) at the top of the page in RT
at
a
glance,

When you click on one of the tickets that show up, the link is
wrong,

hence brings you to a page cannot be displayed.

The link looks like this: https://ticket/Display.html?id=143

When it should look like this:
https://domain.com/Ticket/Display.html?id=143

Notice the host part missing and the “t” is suppose to be
Capitalized.

Anyone can tell me how I can fix this? This seams to be an issue
with

the search I think or something.

Nelson Pereira
Senior Network Administrator

Protus IP Solutions Inc.
npereira@protus.com mailto:npereira@protus.com
phone: 613.733.0000 ext.528
MyFax: 613.822.5083
www.myfax.com http://www.myfax.com

Refer your friends and colleagues to MyFax!
Click here for more information.
http://www.myfax.com/referral_program.asp

www.MyFax.com http://www.myfax.com


The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.

Buy a copy at http://rtbook.bestpractical.com

Nelson,

Get into a unix session on your RT server (make sure you have the 

appropriate privileges), The navigate to the directory where the
RT_SiteConfog.pm file exists and make your changes there. You should be
familiar with it, as you must have already made some changes for your
use of LDAP, etc. You will fins the entries there.

Kenn
LBNLOn 5/5/2008 7:13 AM, Nelson Pereira wrote:

How do you make those changes? In which file?

Nelson Pereira

Telecom Network Admin
Protus IP Solutions Inc.
2379 Holly Lane, Suite 210
Ottawa, Ontario
Canada K1V 7P2
www.protus.com

npereira@protus.com
[t] 888.733.0000 x 528
[p] 613.733.0000 x 528
[f] 613.822.5083
Protus IP Solutions
-----Original Message-----
From: Kenneth Crocker [mailto:KFCrocker@lbl.gov]
Sent: Friday, May 02, 2008 6:02 PM
To: Nelson Pereira
Subject: Re: [rt-users] Link issues in the Tickets section (ie: static
search)

Nelson,

I don’t think you want the extra “/” at the end of “RT::WebURL
https://rt.protus.org//”. I’d drop it to just 1 “/”.
I’d also drop the extra “/” at the front of your
“HREF=”//Ticket". I
think it should be “HREF=”/Ticket/…".
Make those two changes and try it again.

Kenn
LBNL

On 5/2/2008 12:17 PM, Nelson Pereira wrote:

RT::DefaultSearchResultFormat ‘id/TITLE:#’, '<A

HREF=“//Ticket/Display.html?id=id”>Subject/TITLE:Subject

', Status, QueueName, OwnerName, Priority, ‘NEWLINE’, ‘’,
Requestors’, ‘CreatedRelative’,
ToldRelative’,
LastUpdatedRelative’,
TimeLeft

RT::WebBaseURL https://rt.protus.org

RT::WebURL https://rt.protus.org//

Nelson Pereira

-----Original Message-----
From: Kenneth Crocker [mailto:KFCrocker@lbl.gov]
Sent: Thursday, May 01, 2008 3:30 PM
To: Nelson Pereira
Subject: Re: [rt-users] Link issues in the Tickets section (ie: static
search)

Nelson,

Navigate to Configuration->Tools->System Configuration and tell
me what
you have for:

RT::DefaultSearchResultFormat
RT::WebBaseURL
RT::WebURL

I believe it is one or more of those guys.

Kenn
LBNL

On 5/1/2008 9:54 AM, Nelson Pereira wrote:

Which one could it be?
Ive went through my rt site config an all seems correct.

Nelson Pereira

Telecom Network Admin
Protus IP Solutions Inc.
2379 Holly Lane, Suite 210
Ottawa, Ontario
Canada K1V 7P2
www.protus.com

npereira@protus.com
[t] 888.733.0000 x 528
[p] 613.733.0000 x 528
[f] 613.822.5083
Protus IP Solutions

-----Original Message-----
From: Kenneth Crocker [mailto:KFCrocker@lbl.gov]
Sent: Thursday, May 01, 2008 12:31 PM
To: Nelson Pereira
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Link issues in the Tickets section (ie:
static
search)

Nelson,

I’m not sure because I’m not seeing everything, but it sounds
like one
or more of your “Config” settings is wrong.

Kenn
LBNL

On 5/1/2008 8:29 AM, Nelson Pereira wrote:

Anyone have an idea about the issue I am having?

Nelson


From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] *On Behalf Of
*Nelson
Pereira
Sent: Tuesday, April 29, 2008 2:52 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Link issues in the Tickets section (ie: static
search)

Hi all,

I’ve noticed a problem that I’m unsure when it actually started.

When you click on the Tickets link
(https://domain.com/Search/Build.html) at the top of the page in RT
at
a
glance,

When you click on one of the tickets that show up, the link is
wrong,
hence brings you to a page cannot be displayed.

The link looks like this: https://ticket/Display.html?id=143

When it should look like this:
https://domain.com/Ticket/Display.html?id=143

Notice the host part missing and the “t” is suppose to be
Capitalized.

Anyone can tell me how I can fix this? This seams to be an issue
with
the search I think or something.

Nelson Pereira
Senior Network Administrator

Protus IP Solutions Inc.
npereira@protus.com mailto:npereira@protus.com
phone: 613.733.0000 ext.528
MyFax: 613.822.5083
www.myfax.com http://www.myfax.com

Refer your friends and colleagues to MyFax!
Click here for more information.
http://www.myfax.com/referral_program.asp

www.MyFax.com http://www.myfax.com



The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.

Buy a copy at http://rtbook.bestpractical.com

I seem to have fixed the issue by changing the WebPath to:
Set($WebPath , “”);

Also brought the
Set ($DefaultSearchResultFormat

To the RT_SiteConfig.pm

Thanks Ken… again… LOL

Nelson Pereira

Telecom Network Admin
Protus IP Solutions Inc.
2379 Holly Lane, Suite 210
Ottawa, Ontario
Canada K1V 7P2
www.protus.com

npereira@protus.com
[t] 888.733.0000 x 528
[p] 613.733.0000 x 528
[f] 613.822.5083
Protus IP SolutionsFrom: Kenneth Crocker [mailto:KFCrocker@lbl.gov]
Sent: Monday, May 05, 2008 12:55 PM
To: Nelson Pereira
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Link issues in the Tickets section (ie: static
search)

Nelson,

Get into a unix session on your RT server (make sure you have

the
appropriate privileges), The navigate to the directory where the
RT_SiteConfog.pm file exists and make your changes there. You should be
familiar with it, as you must have already made some changes for your
use of LDAP, etc. You will fins the entries there.

Kenn
LBNL

How do you make those changes? In which file?

Nelson Pereira

Telecom Network Admin
Protus IP Solutions Inc.
2379 Holly Lane, Suite 210
Ottawa, Ontario
Canada K1V 7P2
www.protus.com

npereira@protus.com
[t] 888.733.0000 x 528
[p] 613.733.0000 x 528
[f] 613.822.5083
Protus IP Solutions
-----Original Message-----
From: Kenneth Crocker [mailto:KFCrocker@lbl.gov]
Sent: Friday, May 02, 2008 6:02 PM
To: Nelson Pereira
Subject: Re: [rt-users] Link issues in the Tickets section (ie: static
search)

Nelson,

I don’t think you want the extra “/” at the end of “RT::WebURL
https://rt.protus.org//”. I’d drop it to just 1 “/”.
I’d also drop the extra “/” at the front of your
“HREF=”//Ticket". I
think it should be “HREF=”/Ticket/…".
Make those two changes and try it again.

Kenn
LBNL

RT::DefaultSearchResultFormat ‘id/TITLE:#’,
'<A

HREF=“//Ticket/Display.html?id=id”>Subject/TITLE:Subject

', Status, QueueName, OwnerName, Priority, ‘NEWLINE’, ‘’,
Requestors’,
CreatedRelative’,
ToldRelative’,
LastUpdatedRelative’,
TimeLeft

RT::WebBaseURL https://rt.protus.org

RT::WebURL https://rt.protus.org//

Nelson Pereira

-----Original Message-----
From: Kenneth Crocker [mailto:KFCrocker@lbl.gov]
Sent: Thursday, May 01, 2008 3:30 PM
To: Nelson Pereira
Subject: Re: [rt-users] Link issues in the Tickets section (ie:
static
search)

Nelson,

Navigate to Configuration->Tools->System Configuration and tell
me what
you have for:

RT::DefaultSearchResultFormat
RT::WebBaseURL
RT::WebURL

I believe it is one or more of those guys.

Kenn
LBNL

Which one could it be?
Ive went through my rt site config an all seems correct.

Nelson Pereira

Telecom Network Admin
Protus IP Solutions Inc.
2379 Holly Lane, Suite 210
Ottawa, Ontario
Canada K1V 7P2
www.protus.com

npereira@protus.com
[t] 888.733.0000 x 528
[p] 613.733.0000 x 528
[f] 613.822.5083
Protus IP Solutions

-----Original Message-----
From: Kenneth Crocker [mailto:KFCrocker@lbl.gov]
Sent: Thursday, May 01, 2008 12:31 PM
To: Nelson Pereira
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Link issues in the Tickets section (ie:
static
search)

Nelson,

I’m not sure because I’m not seeing everything, but it sounds
like one
or more of your “Config” settings is wrong.

Kenn
LBNL

Anyone have an idea about the issue I am having?

Nelson

From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] *On Behalf Of
*Nelson
Pereira
Sent: Tuesday, April 29, 2008 2:52 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Link issues in the Tickets section (ie:
static
search)

Hi all,

I’ve noticed a problem that I’m unsure when it actually started.

When you click on the Tickets link
(https://domain.com/Search/Build.html) at the top of the page in RT
at
a
glance,

When you click on one of the tickets that show up, the link is
wrong,
hence brings you to a page cannot be displayed.

The link looks like this: https://ticket/Display.html?id=143

When it should look like this:
https://domain.com/Ticket/Display.html?id=143

Notice the host part missing and the “t” is suppose to be
Capitalized.

Anyone can tell me how I can fix this? This seams to be an issue
with
the search I think or something.

Nelson Pereira
Senior Network Administrator

Protus IP Solutions Inc.
npereira@protus.com mailto:npereira@protus.com
phone: 613.733.0000 ext.528
MyFax: 613.822.5083
www.myfax.com http://www.myfax.com

Refer your friends and colleagues to MyFax!
Click here for more information.
http://www.myfax.com/referral_program.asp

www.MyFax.com http://www.myfax.com


The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly
Media.

Buy a copy at http://rtbook.bestpractical.com