Rtname ticket tags

When I first set up RT2, both my $rtname and my $Organization in config.pm
were set to “ee.washington.edu”. This is not quite accurate, as this is
specific to research computing, and other ticket systems exist within that
domain, so I changed it to “UW/EE Research Computing”. I’m still testing,
so I thought that wouldn’t be a problem.

Now when a ticket gets created, the autoreply sends the new UW/EE string,
but other transactions send the old ee.washington.edu string. Also, the
initial login screen displays “RT/ee.washington.edu: Login”

Is there something I need to restart? Is there some other variable I
missed? Do I need to edit a field in the SQL db?

Thanks in advance,

Justin Clayton
VLSI Research System Administrator
University of Washington
Electrical Engineering Dept
justincl@u.washington.edu
206/543.2523 EE/CSE 307F

Restarting Apache should solve this issue.

Greg
Greg Dickerson
Support Manager
O’Reilly & Associates, Inc.
1005 Gravenstein Highway North
Sebastopol, CA 95472
Phone:(707)827-7215----- Original Message -----
From: “justin m. clayton” justincl@u.washington.edu
To: “RT Users Mailing List” rt-users@lists.fsck.com
Sent: Tuesday, February 19, 2002 11:43 AM
Subject: [rt-users] rtname ticket tags

When I first set up RT2, both my $rtname and my $Organization in config.pm
were set to “ee.washington.edu”. This is not quite accurate, as this is
specific to research computing, and other ticket systems exist within that
domain, so I changed it to “UW/EE Research Computing”. I’m still testing,
so I thought that wouldn’t be a problem.

Now when a ticket gets created, the autoreply sends the new UW/EE string,
but other transactions send the old ee.washington.edu string. Also, the
initial login screen displays “RT/ee.washington.edu: Login”

Is there something I need to restart? Is there some other variable I
missed? Do I need to edit a field in the SQL db?

Thanks in advance,


Justin Clayton
VLSI Research System Administrator
University of Washington
Electrical Engineering Dept
justincl@u.washington.edu
206/543.2523 EE/CSE 307F


rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

Restarting apache fixed the tagline, but not the web page titles. hm.

Justin Clayton
VLSI Research System Administrator
University of Washington
Electrical Engineering Dept
justincl@u.washington.edu
206/543.2523 EE/CSE 307FOn Tue, 19 Feb 2002, Greg Dickerson wrote:

Date: Tue, 19 Feb 2002 11:58:33 -0800
From: Greg Dickerson greg@oreilly.com
To: RT Users Mailing List rt-users@lists.fsck.com
Subject: Re: [rt-users] rtname ticket tags

Restarting Apache should solve this issue.

Greg

Greg Dickerson
Support Manager
O’Reilly & Associates, Inc.
1005 Gravenstein Highway North
Sebastopol, CA 95472
Phone:(707)827-7215

----- Original Message -----
From: “justin m. clayton” justincl@u.washington.edu
To: “RT Users Mailing List” rt-users@lists.fsck.com
Sent: Tuesday, February 19, 2002 11:43 AM
Subject: [rt-users] rtname ticket tags

When I first set up RT2, both my $rtname and my $Organization in config.pm
were set to “ee.washington.edu”. This is not quite accurate, as this is
specific to research computing, and other ticket systems exist within that
domain, so I changed it to “UW/EE Research Computing”. I’m still testing,
so I thought that wouldn’t be a problem.

Now when a ticket gets created, the autoreply sends the new UW/EE string,
but other transactions send the old ee.washington.edu string. Also, the
initial login screen displays “RT/ee.washington.edu: Login”

Is there something I need to restart? Is there some other variable I
missed? Do I need to edit a field in the SQL db?

Thanks in advance,


Justin Clayton
VLSI Research System Administrator
University of Washington
Electrical Engineering Dept
justincl@u.washington.edu
206/543.2523 EE/CSE 307F


rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users


rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

I’m sorry, I’m a liar. :confused:

RT is still sending out the old tagline in things like the resolve
template. the it looks like the correct tagline is being accepted,
because using the old one generates a new tickets. the autoreply template
seems to reply with the correct tagline.

So, it looks like templates that have $rtname in its body read correctly,
but $rtname was also stored somewhere and hasn’t been overwritten.

thoughts?

Justin Clayton
VLSI Research System Administrator
University of Washington
Electrical Engineering Dept
justincl@u.washington.edu
206/543.2523 EE/CSE 307FOn Tue, 19 Feb 2002, justin m. clayton wrote:

Date: Tue, 19 Feb 2002 12:25:03 -0800 (PST)
From: justin m. clayton justincl@u.washington.edu
To: Greg Dickerson greg@oreilly.com
Cc: RT Users Mailing List rt-users@lists.fsck.com
Subject: Re: [rt-users] rtname ticket tags

Restarting apache fixed the tagline, but not the web page titles. hm.

justin m. clayton wrote:

So, it looks like templates that have $rtname in its body read correctly,
but $rtname was also stored somewhere and hasn’t been overwritten.

Restart apache.

http://fsck.com/rtfm/factoid.html?id=112

RT is still sending out the old tagline in things like the resolve
template. the it looks like the correct tagline is being accepted,
because using the old one generates a new tickets. the autoreply template
seems to reply with the correct tagline.

I suspect that you’ll find that RT is doing:

Sending replies to Old tickets:
	old tag ([ee.washington.edu #1234]) + new tag ([UW/EEetc #12345])
New tickets coming in:
	using new tag only.
Old tickets coming in:
	old tag not recognised, new tag added and new ticket
	number assigned.

For what you’ve done, the behaviour is what is expected, hence all the big
scary warnings about ‘Do Not Change $rtname. Do not feed RT after
midnight’.

Regards,

                         Bruce Campbell                            RIPE
               Systems/Network Engineer                             NCC
             www.ripe.net - PGP562C8B1B                      Operations

As I said previously, this is not, in fact, the case.

New ticket comes in from user via email. Autoreply uses new tag, and tells
user to use new tag. correspondence from user via email to rt using new
tag is correctly parsed into ticket. further correspondence from rt to
user uses OLD tag. email sent through OnResolve scrip uses OLD tag.

Again: this is all in a NEW ticket. This is not the same failure mode
that you’re describing.

Justin Clayton
VLSI Research System Administrator
University of Washington
Electrical Engineering Dept
justincl@u.washington.edu
206/543.2523 EE/CSE 307FOn Tue, 19 Feb 2002, Bruce Campbell wrote:

Date: Tue, 19 Feb 2002 23:30:18 +0100 (CET)
From: Bruce Campbell bruce_campbell@ripe.net
To: justin m. clayton justincl@u.washington.edu
Cc: RT Users Mailing List rt-users@lists.fsck.com
Subject: Re: [rt-users] rtname ticket tags

On Tue, 19 Feb 2002, justin m. clayton wrote:

RT is still sending out the old tagline in things like the resolve
template. the it looks like the correct tagline is being accepted,
because using the old one generates a new tickets. the autoreply template
seems to reply with the correct tagline.

I suspect that you’ll find that RT is doing:

Sending replies to Old tickets:
old tag ([ee.washington.edu #1234]) + new tag ([UW/EEetc #12345])
New tickets coming in:
using new tag only.
Old tickets coming in:
old tag not recognised, new tag added and new ticket
number assigned.

For what you’ve done, the behaviour is what is expected, hence all the big
scary warnings about ‘Do Not Change $rtname. Do not feed RT after
midnight’.

Regards,

I’d even be open to blowing away anything necessary (tickets, etc) to get
this to work. As I said, it’s not in production yet.

Justin Clayton
VLSI Research System Administrator
University of Washington
Electrical Engineering Dept
justincl@u.washington.edu
206/543.2523 EE/CSE 307FOn Tue, 19 Feb 2002, justin m. clayton wrote:

Date: Tue, 19 Feb 2002 15:45:00 -0800 (PST)
From: justin m. clayton justincl@u.washington.edu
To: Bruce Campbell bruce_campbell@ripe.net
Cc: RT Users Mailing List rt-users@lists.fsck.com
Subject: Re: [rt-users] rtname ticket tags

As I said previously, this is not, in fact, the case.

New ticket comes in from user via email. Autoreply uses new tag, and tells
user to use new tag. correspondence from user via email to rt using new
tag is correctly parsed into ticket. further correspondence from rt to
user uses OLD tag. email sent through OnResolve scrip uses OLD tag.

Again: this is all in a NEW ticket. This is not the same failure mode
that you’re describing.

As I said previously, this is not, in fact, the case.

New ticket comes in from user via email. Autoreply uses new tag, and tells
user to use new tag. correspondence from user via email to rt using new
tag is correctly parsed into ticket. further correspondence from rt to
user uses OLD tag. email sent through OnResolve scrip uses OLD tag.

Check the template that the OnResolve scrip (I suspect its an
OnCorrespond) is using. From the sounds of it, you have the actual text
of the old $rtname typed into the template.

Regards,

                         Bruce Campbell                            RIPE
               Systems/Network Engineer                             NCC
             www.ripe.net - PGP562C8B1B                      Operations

Date: Wed, 20 Feb 2002 11:30:58 +0100 (CET)
From: Bruce Campbell bruce_campbell@ripe.net
To: justin m. clayton justincl@u.washington.edu
Cc: RT Users Mailing List rt-users@lists.fsck.com
Subject: Re: [rt-users] rtname ticket tags

As I said previously, this is not, in fact, the case.

New ticket comes in from user via email. Autoreply uses new tag, and tells
user to use new tag. correspondence from user via email to rt using new
tag is correctly parsed into ticket. further correspondence from rt to
user uses OLD tag. email sent through OnResolve scrip uses OLD tag.

Check the template that the OnResolve scrip (I suspect its an
OnCorrespond) is using. From the sounds of it, you have the actual text
of the old $rtname typed into the template.

No. Email from RT to a user is attaching the old tag to the subject
lines of the emails it sends out. All templates are correct, I assume
because $rtname is yanked out of config.pm on the fly. What I believe
has happened is that $rtname gets stored somewhere in the db and then
the email subject line actually references the db entry rather than
config.pm.

Justin Clayton
VLSI Research System Administrator
University of Washington
Electrical Engineering Dept
justincl@u.washington.edu
206/543.2523 EE/CSE 307F

Date: Wed, 20 Feb 2002 11:30:58 +0100 (CET)
From: Bruce Campbell bruce_campbell@ripe.net
To: justin m. clayton justincl@u.washington.edu
Cc: RT Users Mailing List rt-users@lists.fsck.com
Subject: Re: [rt-users] rtname ticket tags

As I said previously, this is not, in fact, the case.

New ticket comes in from user via email. Autoreply uses new tag, and tells
user to use new tag. correspondence from user via email to rt using new
tag is correctly parsed into ticket. further correspondence from rt to
user uses OLD tag. email sent through OnResolve scrip uses OLD tag.

Check the template that the OnResolve scrip (I suspect its an
OnCorrespond) is using. From the sounds of it, you have the actual text
of the old $rtname typed into the template.

No. Email from RT to a user is attaching the old tag to the subject
lines of the emails it sends out. All templates are correct, I assume
because $rtname is yanked out of config.pm on the fly. What I believe
has happened is that $rtname gets stored somewhere in the db and then
the email subject line actually references the db entry rather than
config.pm.

Another piece of the puzzle:

Also using the old rtname is the of each page ($Title in
WebRT/html/Elements/Header). It appears that on line 57, $Title is
assigned a value that uses $RT::rtname. Is this different from $rtname
in config.pm? It appears that it is, since it’s reporting a different
value than what actually appears in config.pm

Thanks for everyone’s continued help. I love this system!


Justin Clayton
VLSI Research System Administrator
University of Washington
Electrical Engineering Dept
justincl@u.washington.edu
206/543.2523 EE/CSE 307F


rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users
Justin Clayton
VLSI Research System Administrator
University of Washington
Electrical Engineering Dept
justincl@u.washington.edu
206/543.2523 EE/CSE 307F

Another piece of the puzzle:

Also using the old rtname is the of each page ($Title in
WebRT/html/Elements/Header). It appears that on line 57, $Title is
assigned a value that uses $RT::rtname. Is this different from $rtname
in config.pm? It appears that it is, since it’s reporting a different
value than what actually appears in config.pm

The variables in config.pm get imported into $RT:: space, so $rtname in
config.pm == $RT::rtname. (repeat for the incorrectly spelt $Organization
:wink: )

Looking through the code, the subject tags are always generated from
$RT::rtname, hence a change to config.pm and a restart of apache cannot
produce the behaviour you are describing. (rtname isn’t read from the
database)

Now, mod_perl caches an astounding amount of data, so when someone says
’restart apache’, whats actually meant is ‘stop apache completely, make
sure no httpd processes are running, have a cup of coffee, start apache’.
The behaviour that you are describing (assuming that all of your updates
which use the incorrect $rtname have been via the web interface) could
be occuring through mod_perl caching, which is not cleared out by a simple
’apachectl restart’.

If that doesn’t fix it (and apologies for having to repeat the bleeding
obvious), blow away the files in the WebRT/data and WebRT/html
directories, completely restart apache again and see how that goes.

Failing that, can’t help you; you have a really bizarre problem. See
Jesse for consulting rates, or reinstall.

206/543.2523 EE/CSE 307F

According to that format, my phone number is 205/354.444, which looks even
more like a broken CIDR expression.

                         Bruce Campbell                            RIPE
               Systems/Network Engineer                             NCC
             www.ripe.net - PGP562C8B1B                      Operations

If that doesn’t fix it (and apologies for having to repeat the bleeding
obvious), blow away the files in the WebRT/data and WebRT/html
directories, completely restart apache again and see how that goes.

Ack!

WebRT/data and WebRT/sessiondata . Do NOT blow away WebRT/html.

Very definitely my bad there.

                         Bruce Campbell                            RIPE
               Systems/Network Engineer                             NCC
             www.ripe.net - PGP562C8B1B                      Operations

I thought that sounded fishy. Good thing I’m slow.

Justin Clayton
VLSI Research System Administrator
University of Washington
Electrical Engineering Dept
justincl@u.washington.edu
206/543.2523 EE/CSE 307FOn Wed, 20 Feb 2002, Bruce Campbell wrote:

Date: Wed, 20 Feb 2002 22:07:05 +0100 (CET)
From: Bruce Campbell bruce_campbell@ripe.net
To: Justin Clayton justincl@u.washington.edu
Cc: RT Users Mailing List rt-users@lists.fsck.com
Subject: Re: [rt-users] rtname ticket tags

On Wed, 20 Feb 2002, Bruce Campbell wrote:

If that doesn’t fix it (and apologies for having to repeat the bleeding
obvious), blow away the files in the WebRT/data and WebRT/html
directories, completely restart apache again and see how that goes.

Ack!

WebRT/data and WebRT/sessiondata . Do NOT blow away WebRT/html.

Very definitely my bad there.

The long restart of apache fixed it. Thank you, Bruce.

Justin Clayton
VLSI Research System Administrator
University of Washington
Electrical Engineering Dept
justincl@u.washington.edu
206/543.2523 EE/CSE 307FOn Wed, 20 Feb 2002, Bruce Campbell wrote:

Date: Wed, 20 Feb 2002 22:07:05 +0100 (CET)
From: Bruce Campbell bruce_campbell@ripe.net
To: Justin Clayton justincl@u.washington.edu
Cc: RT Users Mailing List rt-users@lists.fsck.com
Subject: Re: [rt-users] rtname ticket tags

On Wed, 20 Feb 2002, Bruce Campbell wrote:

If that doesn’t fix it (and apologies for having to repeat the bleeding
obvious), blow away the files in the WebRT/data and WebRT/html
directories, completely restart apache again and see how that goes.

Ack!

WebRT/data and WebRT/sessiondata . Do NOT blow away WebRT/html.

Very definitely my bad there.