Subject wrong - breaking RT 'threading'

Dear RT people,

I took the plunge on RT2, upgrading from RT1 … seems to have worked
very well, although I’d really appreciate a couple of pointers for this
problem:

I have setup the “rtname” to be “Req”, so that the subjects to emails
appear as, e.g. “[Req #120]” (I wanted it to be a very short string!)

However, whenever replies or ‘resolves’ are sent to the Requestor
through the web interface, the subject is
"[rt.fully-qualified.domain.name #120]" and this breaks recognition of
the ticket when a subsequent reply is received back from the Requestor.

Why is the ‘rtname’ being ignored here? The appropriate line from
config.pm’ is:

$rtname=“Req”;

Thanks in advance for any help,

Dave.
Dave Ewart
Dave.Ewart@cancer.org.uk
Computing Manager, Epidemiology Unit, Oxford
Cancer Research UK
PGP: CC70 1883 BD92 E665 B840 118B 6E94 2CFD 694D E370

I have setup the “rtname” to be “Req”, so that the subjects to emails
appear as, e.g. “[Req #120]” (I wanted it to be a very short string!)

However, whenever replies or ‘resolves’ are sent to the Requestor
through the web interface, the subject is
"[rt.fully-qualified.domain.name #120]" and this breaks recognition of
the ticket when a subsequent reply is received back from the Requestor.

Is it literally ‘fully-qualified.domain.name’, or something that you’ve
changed for asking for help? Either way, make sure that that particular
string does not appear in your config.pm file, and that their are no other
config.pms which RT might be reading.

Regards,

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

I have setup the “rtname” to be “Req”, so that the subjects to emails
appear as, e.g. “[Req #120]” (I wanted it to be a very short string!)

However, whenever replies or ‘resolves’ are sent to the Requestor
through the web interface, the subject is
"[rt.fully-qualified.domain.name #120]" and this breaks recognition of
the ticket when a subsequent reply is received back from the Requestor.

Is it literally ‘fully-qualified.domain.name’, or something that you’ve
changed for asking for help? Either way, make sure that that particular
string does not appear in your config.pm file, and that their are no other
config.pms which RT might be reading.

It is the fully-qualified domain name of the machine that RT is running
on - it’s actually ‘galactica.ox.icnet.uk’. In /opt/rt2/etc/config.pm,
I originally put the machine’s domain name, as recommended, but I later
changed it to ‘Req’ to make the subjects less cluttered, when I realised
that was where this string was used.

I should add that ‘[Req #123]’ appears as the subject to auto-create
emails, as I would expect - it’s just the replies that seem to become
’[galactica.ox.icnet.uk #123]’ …

The only mentions of ‘galactica.ox.icnet.uk’ in the config.pm are as
part of the email/web addresses:

$CorrespondAddress=‘rt2@galactica.ox.icnet.uk’;
$CommentAddress=‘rt2@galactica.ox.icnet.uk’;
$WebBaseURL = “http://galactica.ox.icnet.uk:8080”;

In answer to your second point, which other config.pm files could RT be
reading other than /opt/rt2/etc/config.pm ?

Dave.
Dave Ewart
Dave.Ewart@cancer.org.uk
Computing Manager, Epidemiology Unit, Oxford
Cancer Research UK
PGP: CC70 1883 BD92 E665 B840 118B 6E94 2CFD 694D E370

|+ I should add that ‘[Req #123]’ appears as the subject to auto-create
|+ emails, as I would expect - it’s just the replies that seem to become
|+ ‘[galactica.ox.icnet.uk #123]’ …

In your auto-create template, do you have it to red just like [Req
#$TicketID()] or something similar?

Also. After you made this change, did you STOP and START apache again?

Dave,

Did you stop and start Apache after you made the change to the config file??

George-----Original Message-----
From: Bruce Campbell [mailto:bruce_campbell@ripe.net]
Sent: Monday, February 11, 2002 10:53 AM
To: Dave Ewart
Cc: rt-users@lists.fsck.com
Subject: Re: [rt-users] Subject wrong - breaking RT ‘threading’

On Mon, 11 Feb 2002, Dave Ewart wrote:

I have setup the “rtname” to be “Req”, so that the subjects to emails
appear as, e.g. “[Req #120]” (I wanted it to be a very short string!)

However, whenever replies or ‘resolves’ are sent to the Requestor
through the web interface, the subject is
"[rt.fully-qualified.domain.name #120]" and this breaks recognition of
the ticket when a subsequent reply is received back from the Requestor.

Is it literally ‘fully-qualified.domain.name’, or something that you’ve
changed for asking for help? Either way, make sure that that particular
string does not appear in your config.pm file, and that their are no other
config.pms which RT might be reading.

Regards,

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

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Various people suggested:

Did you stop and start Apache after you made the change to the config file??

… which fixes the problem - thanks very much people!

Just as an aside (and it may help me understand how RT works a little
more) - WHY does Apache need to be restarted in this situation? It was
picking up the new name OK for the OnCreate responses … ?

Dave.
Dave Ewart
Dave.Ewart@cancer.org.uk
Computing Manager, Epidemiology Unit, Oxford
Cancer Research UK
PGP: CC70 1883 BD92 E665 B840 118B 6E94 2CFD 694D E370

|+ Just as an aside (and it may help me understand how RT works a little
|+ more) - WHY does Apache need to be restarted in this situation? It was
|+ picking up the new name OK for the OnCreate responses … ?

You should go look at:
http://fsck.com/rtfm/article.html?id=5#112

It explains as to why. I believe it even mentions in the README that
when you change the config.pm, you must stop and start apache again.

-darrin

|+ Just as an aside (and it may help me understand how RT works a little
|+ more) - WHY does Apache need to be restarted in this situation? It was
|+ picking up the new name OK for the OnCreate responses … ?

You should go look at:
http://fsck.com/rtfm/article.html?id=5#112

It explains as to why. I believe it even mentions in the README that
when you change the config.pm, you must stop and start apache again.

[Looks embarrassed and tries to leave the room, un-noticed.]

Ah yes, good point. Totally managed to miss that one …

Thanks for your help, everyone.

Dave.
Dave Ewart
Dave.Ewart@cancer.org.uk
Computing Manager, Epidemiology Unit, Oxford
Cancer Research UK
PGP: CC70 1883 BD92 E665 B840 118B 6E94 2CFD 694D E370