Organization Name Change Caused New Ticket Instead of Adding Correspondence

Hi all,

Very new with RT and already in trouble.

I upgraded from 3.4.4 to 3.8.2. Things look good.

But I foolishly made the following changes without realising the consequences:

old:
Set($rtname, ‘CompanyName’);
Set($Organization, ‘CompanyName’);

new:
Set($rtname, ‘Company Name’);
Set($Organization, ‘Company Name’);

which caused a new ticket to be created instead of adding the correspondence
to the existing ticket with the old subject header because of the now
mismatching subject header.

Please tell me I can fix this?

I’ve changed it back and things seem good again but how can I merge
the new tickets created
with the old ones?

Any help will be highly appreciated.

Thanks.

Hi all,

Very new with RT and already in trouble.

I upgraded from 3.4.4 to 3.8.2. Things look good.

But I foolishly made the following changes without realising the consequences:

old:
Set($rtname, ‘CompanyName’);
Set($Organization, ‘CompanyName’);

new:
Set($rtname, ‘Company Name’);
Set($Organization, ‘Company Name’);

which caused a new ticket to be created instead of adding the correspondence
to the existing ticket with the old subject header because of the now
mismatched subject header.

Please tell me I can fix this?

I’ve changed it back and things seem good again but how can I merge
the new tickets created
with the old ones?

Any help will be highly appreciated.

Thanks.

http://wiki.bestpractical.com/view/RenameInstanceOn Thu, Jun 11, 2009 at 7:32 PM, Robert Gabrielephemeric@gmail.com wrote:

Hi all,

Very new with RT and already in trouble.

I upgraded from 3.4.4 to 3.8.2. Things look good.

But I foolishly made the following changes without realising the consequences:

old:
Set($rtname, ‘CompanyName’);
Set($Organization, ‘CompanyName’);

new:
Set($rtname, ‘Company Name’);
Set($Organization, ‘Company Name’);

which caused a new ticket to be created instead of adding the correspondence
to the existing ticket with the old subject header because of the now
mismatched subject header.

Please tell me I can fix this?

I’ve changed it back and things seem good again but how can I merge
the new tickets created
with the old ones?

Any help will be highly appreciated.

Thanks.


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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

Best regards, Ruslan.

Thank you very much, this is what I was hoping for.2009/6/15 Ruslan Zakirov ruslan.zakirov@gmail.com:

http://wiki.bestpractical.com/view/RenameInstance

On Thu, Jun 11, 2009 at 7:32 PM, Robert Gabrielephemeric@gmail.com wrote:

Hi all,

Very new with RT and already in trouble.

I upgraded from 3.4.4 to 3.8.2. Things look good.

But I foolishly made the following changes without realising the consequences:

old:
Set($rtname, ‘CompanyName’);
Set($Organization, ‘CompanyName’);

new:
Set($rtname, ‘Company Name’);
Set($Organization, ‘Company Name’);

which caused a new ticket to be created instead of adding the correspondence
to the existing ticket with the old subject header because of the now
mismatched subject header.

Please tell me I can fix this?

I’ve changed it back and things seem good again but how can I merge
the new tickets created
with the old ones?

Any help will be highly appreciated.

Thanks.


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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


Best regards, Ruslan.