[rt-users] RTFM and a space in my $organization

[Kevin Falcone]

On Thu, Oct 01, 2009 at 11:53:04AM -0400, Sul, Young L wrote:
> 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 at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone
> Sent: Thursday, October 01, 2009 11:31 AM
> To: 'rt-users at lists.bestpractical.com'
> Subject: Re: [rt-users] RTFM and a space in my $organization
> 
> On Wed, Sep 30, 2009 at 03:52:56PM -0400, Sul, Young L wrote:
> > 
> > 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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