[rt-users] RT internals

[Asanka Gunasekera]

Hi Tim, thank you for the reply, bigest problem that I have not been a perl programer, hope you don't mind me asking bit more clarifications

I am using Oracle as my database and I could not make head or tail of the relations :) guess need to sit by this and real go through the DB

> 3. if I need to migrate to a new installation (with out upgrade) how
> would I go about this task (would it be as just to create the new
> instance and configure all the plugins as per the current and just do a
> backup and restore on the db)

Yes.  I've done that before.  As long as you're not changing the
software versions, just copying to a new system, it should be fine.

Asanka => so this is not the way to do an upgrade? is it because there could be DB changes in the new release?

Thanks and Best Regards





________________________________
 From: Tim Cutts <tjrc at sanger.ac.uk>
To: Asanka Gunasekera <asanka_gunasekera at yahoo.co.uk> 
Cc: "rt-users at lists.bestpractical.com" <rt-users at lists.bestpractical.com> 
Sent: Tuesday, 11 September 2012, 2:11
Subject: Re: [rt-users] RT internals
 
On 10/09/2012 12:20, Asanka Gunasekera wrote:
> Hi does any one can point me to some reference that will give me how RT
> works internally (Trouble shooting purposes) I need to know things like
> 
> 1. where all this configurations are stored in RT (custom fields, actual
> Scripts, templates, Attachemnt etc)

In the database.  The schema isn't that complicated; although some of
the configuration data is stored as data structures in blob columns,
which can make it a bit tricky to unpick.

> 2. Does the RT keep all the modification that I do using root dash board
> (or any other) in the DB

Yes.

> 3. if I need to migrate to a new installation (with out upgrade) how
> would I go about this task (would it be as just to create the new
> instance and configure all the plugins as per the current and just do a
> backup and restore on the db)

Yes.  I've done that before.  As long as you're not changing the
software versions, just copying to a new system, it should be fine.

> 4. What would be the consequences if I try to change "webdomain"
> (problem is our organization domain has changed since the commission of RT)

That's just an RT_SiteConfig setting.  I think you can comfortably
change it.  You might want to check that the RT and mail configuration
is set to be happy with both domains, to catch any requests for the old
name.

> 5. I have below problem
> 
> "Couldn't find Ticket for reminder 1656. Please contact administrator."
> 
> though I have put this resolve reminder when the ticket resolved some
> times these messages keeps pooping up and I have to change the status
> manually from DB. I have tested this script and for me works perfectly.
> 
> I tried to trace the ticket id by going through the DB from backebnd but
> I am unable to put tickets and reminders (how do I find the relations)
> 
> Appreciate any help that you can provide

It's much easier to follow these things, I find, by using the RT Perl
API.  It's usually quite easy to write small perl scripts to inspect
particular parts of the database, and the API does the unpicking of the
database schema so you don't have to.

perldoc RT::Ticket and its friends will help you.

Tim




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