My Ticket URL's are wrong When I Link Tickets -- RT 3.8.4

RT Users
1

I am asking this question, since some of the previous communications &
documentations I looked at, were alarming when it came to changing
some of the settings of RT_SiteConfig, when RT has been up & running
for a while,…and obviously that is my scenario.

When I link tickets, in the “Links” section of my Ticket history/
metadata, I 'll end up getting a hyperlink that does not use my domain
name, and has “localhost” showing up in it, as follows:

	http://localhost/Ticket/Display.html?id=12345

instead of:

	http://MY_DOMAIN_NAME/Ticket/Display.html?id=12345

My RT_SiteConfig.pm, with the related settings:

Set($DatabaseHost, 'localhost');
Set($DatabaseRTHost, 'localhost');
Set( $rtname, 'MY_DOMAIN.com');
Set($WebDomain, 'localhost');
Set($RTAddressRegexp, '^MY_USER\@MY_DOMAIN.XYZ.com$');
Set($CanonicalizeEmailAddressMatch, '@MY_DOMAIN\.com$');
Set($CanonicalizeEmailAddressReplace, '@MY_DOMAIN.com');

Set($WebPath, "");
Set($WebBaseURL, ($port == 443? 'https': 'http') .'://' . RT->Config-

Get(‘WebDomain’) . ($port != 80 && $port != 443? “:$port” : ‘’) );
Set($WebURL, RT->Config->Get(‘WebBaseURL’) . RT->Config-
Get(‘WebPath’) . “/”);
#Set($Organization , “example.com”);

…and my RT_Config.pm:

Set($Organization , "example.com");

Questions:
1) I have already hundreds of tickets generated through different
Queues, and If I were to replace:
Set($WebDomain, ‘localhost’);
with:
Set($WebDomain, ‘MY_DOMAIN.com’);

	Will that address my "localhost" issue (i.e., Correcting the Link

URL), without causing negative side effects?

2) Since currently I don't have my $Organization defined per my

RT_SiteConfig.pm, and I presume since RT_Config.pm has it defined as
“example.com”, I am receiving some
emails as follows:

		ticket#xxx@example.com

	Again, If I were to remedy this separate issue, by adding the

following in my RT_SIteConfig.pm:
Set($Organization , “MY_DOMAIN.com”);

	Will that address this other issue, without causing negative side

effects.

Thanks,
Behzad

2

I am asking this question, since some of the previous communications &
documentations I looked at, were alarming when it came to changing
some of the settings of RT_SiteConfig, when RT has been up & running
for a while,…and obviously that is my scenario.

When I link tickets, in the “Links” section of my Ticket history/
metadata, I 'll end up getting a hyperlink that does not use my domain
name, and has “localhost” showing up in it, as follows:

  http://localhost/Ticket/Display.html?id=12345

instead of:

  http://MY_DOMAIN_NAME/Ticket/Display.html?id=12345

My RT_SiteConfig.pm, with the related settings:

Set($DatabaseHost, ‘localhost’);
Set($DatabaseRTHost, ‘localhost’);
Set( $rtname, ‘MY_DOMAIN.com’);
Set($WebDomain, ‘localhost’);
Set($RTAddressRegexp, ‘^MY_USER@MY_DOMAIN.XYZ.com$’);
Set($CanonicalizeEmailAddressMatch, ‘@MY_DOMAIN.com$’);
Set($CanonicalizeEmailAddressReplace, ‘@MY_DOMAIN.com’);

Set($WebPath, “”);
Set($WebBaseURL, ($port == 443? ‘https’: ‘http’) .‘://’ . RT->Config-

Get(‘WebDomain’) . ($port != 80 && $port != 443? “:$port” : ‘’) );
Set($WebURL, RT->Config->Get(‘WebBaseURL’) . RT->Config-
Get(‘WebPath’) . “/”);
#Set($Organization , “example.com”);

…and my RT_Config.pm:

Set($Organization , “example.com”);

Questions:

  1. I have already hundreds of tickets generated through different
    Queues, and If I were to replace:
    Set($WebDomain, ‘localhost’);
    with:
    Set($WebDomain, ‘MY_DOMAIN.com’);

    Will that address my “localhost” issue (i.e., Correcting the Link
    URL), without causing negative side effects?

This is fine and you should fix this

  1. Since currently I don’t have my $Organization defined per my
    RT_SiteConfig.pm, and I presume since RT_Config.pm has it defined as
    “example.com”, I am receiving some
    emails as follows:

     ticket#xxx@example.com

    Again, If I were to remedy this separate issue, by adding the
    following in my RT_SIteConfig.pm:
    Set($Organization , “MY_DOMAIN.com”);

    Will that address this other issue, without causing negative side
    effects.

This will break your existing ticket links unless you clean up the DB

-kevin

3

Folks,

I really appreciate any help I get.

Thanks,
BehzadOn Feb 10, 2010, at 3:16 PM, Behzad Mahini wrote:

I am asking this question, since some of the previous communications
& documentations I looked at, were alarming when it came to changing
some of the settings of RT_SiteConfig, when RT has been up &
running for a while,…and obviously that is my scenario.

When I link tickets, in the “Links” section of my Ticket history/
metadata, I 'll end up getting a hyperlink that does not use my
domain name, and has “localhost” showing up in it, as follows:

  http://localhost/Ticket/Display.html?id=12345

instead of:

  http://MY_DOMAIN_NAME/Ticket/Display.html?id=12345

My RT_SiteConfig.pm, with the related settings:

Set($DatabaseHost, ‘localhost’);
Set($DatabaseRTHost, ‘localhost’);
Set( $rtname, ‘MY_DOMAIN.com’);
Set($WebDomain, ‘localhost’);
Set($RTAddressRegexp, ‘^MY_USER@MY_DOMAIN.XYZ.com$’);
Set($CanonicalizeEmailAddressMatch, ‘@MY_DOMAIN.com$’);
Set($CanonicalizeEmailAddressReplace, ‘@MY_DOMAIN.com’);

Set($WebPath, “”);
Set($WebBaseURL, ($port == 443? ‘https’: ‘http’) .‘://’ . RT-

Config->Get(‘WebDomain’) . ($port != 80 && $port != 443? “:$port” :
‘’) );
Set($WebURL, RT->Config->Get(‘WebBaseURL’) . RT->Config-
Get(‘WebPath’) . “/”);
#Set($Organization , “example.com”);

…and my RT_Config.pm:

Set($Organization , “example.com”);

Questions:

  1. I have already hundreds of tickets generated through different
    Queues, and If I were to replace:
    Set($WebDomain, ‘localhost’);
    with:
    Set($WebDomain, ‘MY_DOMAIN.com’);

    Will that address my “localhost” issue (i.e., Correcting the Link
    URL), without causing negative side effects?

  2. Since currently I don’t have my $Organization defined per my
    RT_SiteConfig.pm, and I presume since RT_Config.pm has it defined as
    “example.com”, I am receiving some
    emails as follows:

     ticket#xxx@example.com

    Again, If I were to remedy this separate issue, by adding the
    following in my RT_SIteConfig.pm:
    Set($Organization , “MY_DOMAIN.com”);

    Will that address this other issue, without causing negative side
    effects.

Thanks,
Behzad

4

Sorry for my previous repeat question, as there was a delay in our
mailserver to receive this response.

I have a followup question, see inlines below.

Thanks,
Behzad

  1. Since currently I don’t have my $Organization defined per my
    RT_SiteConfig.pm, and I presume since RT_Config.pm has it defined as
    “example.com”, I am receiving some
    emails as follows:

      ticket#xxx@example.com

    Again, If I were to remedy this separate issue, by adding the
    following in my RT_SIteConfig.pm:
    Set($Organization , “MY_DOMAIN.com”);

    Will that address this other issue, without causing negative side
    effects.

This will break your existing ticket links unless you clean up the DB

What do I need to do specifically for DB cleanup?
5

Please. What do I need to do for database cleanup.? I looked at my
database schema (MySQL), and the only table that had any relevance was
“Links”, and every single row in that table still has a reference to
“example.com” (this includes even the Tickets that as a result of
correcting my WebDomain in RT_SIteConfig.pm FROM “example.com” TO
“MY_DOMAIN.com”, yesterday per your comments ), as shown below:

fsck.com-rt://example.com/ticket/123490

The strange thing is that after correcting my WebDomain variable, I
can now (in the Links section of my UI) click on the URL of the
Tickets that have Parent/Child association, and successfully be
directed to the proper URL of the associated Ticket. I take it, that
this is a feature, and not a bug.

Considering the above state, I am puzzled as to what specifically
needs to be done for DB cleanup?

Thanks,
BehzadOn Feb 11, 2010, at 10:04 AM, Behzad Mahini wrote:

Sorry for my previous repeat question, as there was a delay in our
mailserver to receive this response.

I have a followup question, see inlines below.

Thanks,
Behzad

  1. Since currently I don’t have my $Organization defined per my
    RT_SiteConfig.pm, and I presume since RT_Config.pm has it defined as
    “example.com”, I am receiving some
    emails as follows:

      ticket#xxx@example.com

    Again, If I were to remedy this separate issue, by adding the
    following in my RT_SIteConfig.pm:
    Set($Organization , “MY_DOMAIN.com”);

    Will that address this other issue, without causing negative side
    effects.

This will break your existing ticket links unless you clean up the DB

What do I need to do specifically for DB cleanup?

-kevin