Significance of $rtname

The documentation is pretty scant on the significance
of the $rtname variable in the config file. It recom-
mends that it be set to the domain name of the
company.

However, I just saw a posting come across the list
that indicated it’s only significance is to add an
identifier on each ticket.

If this is true, then I can set $rtname to anything
I want? Perhaps my company’s name?

Clarification on this would be greatly appreciated.

Do You Yahoo!?
Yahoo! Finance - Get real-time stock quotes
http://finance.yahoo.com

Well, when you send a ticket to the system, and get an autoreply, you’ll
get an email with the subject [$rtname #ticketnumber]. If you reply to
this email with that $rtname in the subject, it will add the email you
wrote to the ticket. If you don’t have the $rtname, it’ll create a new
ticket (all of this assuming permissions are set appropriately). None of
this is actually stored in the database, but if you change the $rtname
at some point and someone replies to an older email, a new ticket will
get created.

The recommendation to set it to the domain name is just so that the
$rtname is unique. You could set it to your company’s name if you wanted
to, in theory.

O- ~ARK

You might notice that the banner on RT’s webUI says “RT/$rtname” - my users
weren’t content with having the domain/hostname in the banner of the page -
they wanted something a bit more corporate-logo-ish - so I changed $rtname to
"Our Company Name Helpdesk" - now everyone is clappy as a ham.

It’s a simple little customization, with staggeringly groovy results on
calming the masses.

regards,

Drew

Message: 2Date: Sun, 8 Sep 2002 08:33:47 -0700 (PDT)
From: “Mark E. Dawson, Jr.” medawsonjr@yahoo.com
To: rt-users@lists.fsck.com
Subject: [rt-users] Significance of $rtname

The documentation is pretty scant on the significance
of the $rtname variable in the config file. It recom-
mends that it be set to the domain name of the
company.

However, I just saw a posting come across the list
that indicated it’s only significance is to add an
identifier on each ticket.

If this is true, then I can set $rtname to anything
I want? Perhaps my company’s name?

Clarification on this would be greatly appreciated.

Do You Yahoo!?
Yahoo! Finance - Get real-time stock quotes
http://finance.yahoo.com