RT Essentials by Vincent, Jesse, Spier, Robert, Rolsky, Dave, Foley, Richard, Chamberlain, Darren -- Read -- Imperial Library of Trantor

Index

RT Essentials Preface

Audience Assumptions This Book Makes What’s Inside Conventions Using Code Examples We’d Like to Hear from You Safari® Books Online Acknowledgments

1. What Is Ticketing?

Why “Ticket”? A Dissected Ticketing System

Deletions

Uses for a Ticketing System

Production Operations Support Sales Lead Tracking Customer Service Project Management Network Security Engineering (Bug Tracking)

Features of a Ticketing System Ticketing Helps Everybody

What Ticketing Does for You What Ticketing Does for Your Team What Ticketing Does for Your Accountants What Ticketing Does for Your Boss

Getting Started

Selling It to Management Selling It to Staff Getting People to Use the Ticketing System

Why RT?

2. Installation

Requirements

Perl 5.8.3 or Later A Database A Web Server Perl Modules

Starting the Installation

Step 1: Choose a Machine and Location Step 2: Download the RT Source Tarball Step 3: Expand the tarball Step 4: Prepare to Configure Step 5: Configure the RT Installation Process

General configuration File ownership configuration Database configuration Perl configuration

Step 6: Check for RT’s Perl Dependencies Step 7: Install Step 8: Initialize the Database

Site Configuration

Site Details Email Configuration Logging Sample RT_SiteConfig.pm

Configuring Your Web Server

Apache and mod_perl

mod_perl 1.x v. mod_perl 2.x

FastCGI

Serving RT Behind a Proxy Webserver

Standalone Server

Configuring Outbound Email Configuring Inbound Email

Mailgate Options Using the mailgate with Sendmail or Postfix Using the mailgate with qmail Using the mailgate with procmail

Installation Problems Installation Complete

3. Getting Started

Logging in to RT Creating a New Ticket Ticket Display Page Replying to (and Commenting on) a Ticket Escalating a Ticket Assigning a Ticket Resolving a Ticket Merging Duplicate Tickets Associating Related Tickets Searching for Tickets

Understanding TicketSQL Downloading Search Results

Updating Many Tickets at Once Email Interface

4. Command-Line Interface

Running the CLI Creating a Ticket Finding a Ticket Replying to a Ticket Editing a Ticket Searching for Tickets Command-Line Help The Shell Scripting RT

Shell Functions Shell Aliases MIME

5. Administrative Tasks

Creating and Updating Users Groups

Creating and Updating Groups Disabling a Group Changing Group Membership

Queues

Roles Access Control Scrips

Custom Fields

Setting up Custom Fields Access Control Tying Custom Fields to Objects

Day-to-Day Management

Setup External Authentication Remove a Transaction Track Email Sent Report Failed Logins

Backing Up RT

Backing Up RT’s Data Backing Up the RT Application

Restoring RT

Restoring RT Data

MySQL Postgres SQLite Oracle

Recover a Lost Administrative Password Recover SuperUser Privileges

6. Scrips

How Scrips Work

Transactions Cc and AdminCc Conditions Actions Templates

Gritty Details

Tickets and Transactions Other Objects and Globals Scrip Stage Custom Conditions Custom Actions Custom Templates

Examples

Your Ticket Was Stolen

An OnSteal condition Our custom template

AutoReply with a Password Emergency Pages Using TransactionBatch A Simple Workflow

7. Example Configurations

Network and Server Operations

Custom Fields Groups Scrips ACLs

Helpdesk

Custom Fields Scrips Templates Groups ACLs

Software Engineering

Custom Fields Groups Scrips ACLs

Customer Service

Custom Fields Groups ACLs Scrips

Emergency Support

Templates Groups Scrips ACLs

Sales Inquiries

Custom Fields Groups ACLs Templates Scrips

Human Resources

Groups ACLs Templates Scrips

Finance

Custom Fields Scrips Groups ACLs

The Paperless Office

Custom Fields Templates Scrips ACLs

Personal To-Do Lists

ACLs

Conclusion

8. Architecture

Quick Overview Filesystem Layout Unicode Logical and Object Model

Users Groups Principals GroupMembers CachedGroupMembers ACL Links Attributes Transactions Attachments CustomFields CustomFieldValues ObjectCustomFields ObjectCustomFieldValues Tickets Queues Scrips Templates ScripActions ScripConditions

9. API

How It Works

DBIx::SearchBuilder::Handle DBIx::SearchBuilder::Record DBIx::SearchBuilder

RT Codebase

Exceptions

Database Considerations

Id Joins

Inner joins Outer joins

Transactions and Data Integrity

10. Development Environments

DevelMode Modifying RT’s Codebase

Overlays

Quieting warnings A simple overlay example

Hook::LexWrap

Access Control

Adding a new right

Profiling Debugging

RT’s Logging System

RT’s Test Infrastructure

Running the Test Suite Interpreting the Output

Running an individual test file

Tests Extracted from Modules Writing Tests

What is a good test?

Internationalization

How RT’s I18N Framework I18N Framework Writing Internationalized Code

Bracket notation

Localizing RT

RT Community

Reporting Bugs Patching RT

Packaging and Releasing an RT Extension

Module::Install::RTxModule::Install::RTx

Updating the database

Licensing

A. Glossary

Ticket Subject Status Body Transaction Attachment Watchers History Priority Relationships Dates Custom Fields Queue Scrip Conditions Templates Users Groups Principals ACL ACE

B. Command-Line Action Reference

create edit list show

C. Configuration

Environment Variables Configuration Files

D. Required Perl Module Dependencies E. Configuration File Reference

Base Configuration Database Configuration Incoming Mail Gateway Configuration Outgoing Mail Configuration Logging Web Interface Configuration RT UTF-8 Settings RT Date Handling Options (for Time::ParseDate) Miscellaneous RT Settings

Index About the Authors Colophon Copyright

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