RTFM and a space in my $organization

RT Users
1

Hi!

I’ve just recently upgraded to RT 3.8.5.

We want to start using RTFM, so I installed it today without any problems (I believe version 2.4.2).

I encounter an error when trying to send a response with an included RTFM article:

Can’t call method “Id” on an undefined value at /opt/rt3/local/plugins/RT-FM/lib/RT/URI/fsck_com_rtfm.pm line 133.

The requestor (and watchers, etc) never get any mail.

Looking through the lists, it seems the problem has to do with $Organization. Mine has a space in it (from my RT_SiteConfig.pm):

Set( $rtname, ‘FOO-HelpDesk’);
Set($Organization , “FOO I.T.”);

(This was set long before my time)

So, if the RTFM error is indeed due to the space, what are my options? I did see this article in the wiki:
http://wiki.bestpractical.com/view/RenameInstance

but this seems to be related to $rtname and not $Organization.

Any advice would be greatly appreciated!

-y

2

We want to start using RTFM, so I installed it today without any problems (I believe version 2.4.2).

I encounter an error when trying to send a response with an included RTFM article:

Can’t call method “Id” on an undefined value at /opt/rt3/local/plugins/RT-FM/lib/RT/URI/fsck_com_rtfm.pm line 133.

The requestor (and watchers, etc) never get any mail.

Looking through the lists, it seems the problem has to do with $Organization. Mine has a space in it (from my RT_SiteConfig.pm):

Set( $rtname, ‘FOO-HelpDesk’);
Set($Organization , “FOO I.T.”);

(This was set long before my time)

So, if the RTFM error is indeed due to the space, what are my options? I did see this article in the wiki:
http://wiki.bestpractical.com/view/RenameInstance

but this seems to be related to $rtname and not $Organization.

Any advice would be greatly appreciated!

If you don’t have any Links between tickets (look in your Links
database table) fix you Organization. If you do have Links, they’ll
need some fixing.

From the documentation in RT_Config.pm:

ou should set this to your organization’s DNS domain. For example,
I<fsck.com> or I<asylum.arkham.ma.us>. It’s used by the linking
interface to
guarantee that ticket URIs are unique and easy to construct.

I’m going to guess that FOO I.T. is not your domain name

-kevin

3

The decision to use the “FOO I.T.” (etc) happened way before my time. Personally, I’d love to change it to conform to the documentation.

Is the Links table the only one I need to worry about? As long as I know which table gets affected, I can go ahead and make the change. Thanks!

(this is a sanity check) On another note, if I wanted to make things right, I should:

  1. change both $rtname and $Organization to something like “my.domain.com”
  2. Check my Links table for possible fixing
  3. Use the rename feature noted in http://wiki.bestpractical.com/view/RenameInstance

??

Is there a database table I should be checking as well?

Thanks again for all your help.

-yFrom: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Thursday, October 01, 2009 11:31 AM
To: ‘rt-users@lists.bestpractical.com’
Subject: Re: [rt-users] RTFM and a space in my $organization

We want to start using RTFM, so I installed it today without any problems (I believe version 2.4.2).

I encounter an error when trying to send a response with an included RTFM article:

Can’t call method “Id” on an undefined value at /opt/rt3/local/plugins/RT-FM/lib/RT/URI/fsck_com_rtfm.pm line 133.

The requestor (and watchers, etc) never get any mail.

Looking through the lists, it seems the problem has to do with $Organization. Mine has a space in it (from my RT_SiteConfig.pm):

Set( $rtname, ‘FOO-HelpDesk’);
Set($Organization , “FOO I.T.”);

(This was set long before my time)

So, if the RTFM error is indeed due to the space, what are my options? I did see this article in the wiki:
http://wiki.bestpractical.com/view/RenameInstance

but this seems to be related to $rtname and not $Organization.

Any advice would be greatly appreciated!

If you don’t have any Links between tickets (look in your Links database table) fix you Organization. If you do have Links, they’ll need some fixing.

From the documentation in RT_Config.pm:

ou should set this to your organization’s DNS domain. For example, I<fsck.com> or I<asylum.arkham.ma.us>. It’s used by the linking interface to guarantee that ticket URIs are unique and easy to construct.

I’m going to guess that FOO I.T. is not your domain name

-kevin

4

The decision to use the “FOO I.T.” (etc) happened way before my time. Personally, I’d love to change it to conform to the documentation.

Is the Links table the only one I need to worry about? As long as I know which table gets affected, I can go ahead and make the change. Thanks!

Organization will affect your Links table, rtname will affect a lot of
things

(this is a sanity check) On another note, if I wanted to make things right, I should:

  1. change both $rtname and $Organization to something like “my.domain.com”
  2. Check my Links table for possible fixing
  3. Use the rename feature noted in http://wiki.bestpractical.com/view/RenameInstance

I don’t see why you have to change rtname, but if you want to, then
you’ll need follow the rename rules

Is there a database table I should be checking as well?

Yes, Links

-kevin

5

Heh, I’d rather not touch $rtname. As long as the format it currently is in (‘FOO-HelpDesk’) won’t break anything, I’m perfectly happy to keep it.

I’ll fix $Organization then and not bother with $rtname.

Thanks again so much!

-yFrom: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Thursday, October 01, 2009 11:57 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] RTFM and a space in my $organization

The decision to use the “FOO I.T.” (etc) happened way before my time. Personally, I’d love to change it to conform to the documentation.

Is the Links table the only one I need to worry about? As long as I know which table gets affected, I can go ahead and make the change. Thanks!

Organization will affect your Links table, rtname will affect a lot of things

(this is a sanity check) On another note, if I wanted to make things right, I should:

  1. change both $rtname and $Organization to something like “my.domain.com”
  2. Check my Links table for possible fixing
  3. Use the rename feature noted in
    http://wiki.bestpractical.com/view/RenameInstance

I don’t see why you have to change rtname, but if you want to, then you’ll need follow the rename rules

Is there a database table I should be checking as well?

Yes, Links

-kevin

Thanks again for all your help.

-y

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Kevin
Falcone
Sent: Thursday, October 01, 2009 11:31 AM
To: ‘rt-users@lists.bestpractical.com’
Subject: Re: [rt-users] RTFM and a space in my $organization

We want to start using RTFM, so I installed it today without any problems (I believe version 2.4.2).

I encounter an error when trying to send a response with an included RTFM article:

Can’t call method “Id” on an undefined value at /opt/rt3/local/plugins/RT-FM/lib/RT/URI/fsck_com_rtfm.pm line 133.

The requestor (and watchers, etc) never get any mail.

Looking through the lists, it seems the problem has to do with $Organization. Mine has a space in it (from my RT_SiteConfig.pm):

Set( $rtname, ‘FOO-HelpDesk’);
Set($Organization , “FOO I.T.”);

(This was set long before my time)

So, if the RTFM error is indeed due to the space, what are my options? I did see this article in the wiki:
http://wiki.bestpractical.com/view/RenameInstance

but this seems to be related to $rtname and not $Organization.

Any advice would be greatly appreciated!

If you don’t have any Links between tickets (look in your Links database table) fix you Organization. If you do have Links, they’ll need some fixing.

From the documentation in RT_Config.pm:

ou should set this to your organization’s DNS domain. For example, I<fsck.com> or I<asylum.arkham.ma.us>. It’s used by the linking interface to guarantee that ticket URIs are unique and easy to construct.

I’m going to guess that FOO I.T. is not your domain name

-kevin

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