Freeside:4:Documentation:RT Installation

Introduction

These instructions document installation of the integrated internal RT ticketing system.

There is also support for running this integration against an external RT installation, but it is not (yet) documented.

Documentation contributions are welcome.

Prerequisites

• Apache::Session
• HTML::TreeBuilder
• HTML-Format (CPAN: "install HTML::FormatText")
• Test::Inline
• Class::ReturnValue
• DBIx::SearchBuilder
• Log::Dispatch
• Locale::Maketext::Lexicon
• Locale::Maketext::Fuzzy
• Text::Wrapper
• Time-modules (CPAN: "install Time::ParseDate")
• Term::ReadKey
• Text::Autoformat
• Text::Quoted
• Regexp::Common
• HTML::Scrubber
• Tree::Simple
• Crypt::SSLeay
• GD::Graph
• UNIVERSAL::require
• XML::RSS
• Calendar::Simple
• GD::Graph
• GD::Text
• CSS::Squish
• HTML::ElementTable

Missing prerequisites? Please add them.

Installation

• Create a new Unix group called 'rt'

addgroup rt

• Edit the top-level Makefile (within the freeside source directory - NOT rt directory), set RT_ENABLED to 1 and set the RT_DOMAIN, RT_TIMEZONE, and FREESIDE_URL variables.

cd freeside-X.X/
nano Makefile

• $ make configure-rt

• If your database is not on the local machine you will need to edit /opt/rt3/etc/RT_SiteConfig.pm and set the DatabaseHost value

• # make create-rt

  • Authentication errors?
    • Edit pg_hba.conf, change "peer" auth to "trust" for the line starting with "local all all"
    • Restart Pg
    • Revert the change back and restart Pg after this installation step

• make install-rt

Bootstrap RT's permissions

• Click on "Ticketing Main" on the Freeside main menu to auto-create an RT login for your username
• Bootstrap your RT Login, replace ivan with your freeside employee account

sudo su freeside -c psql

insert into acl ( principaltype, principalid, rightname, objecttype, objectid )
         values ( 'Group',
                 ( select id from groups where instance = ( select id from users where name = 'ivan' )
                                           and domain = 'ACLEquivalence' and type = 'UserEquiv'        ),
                  'SuperUser', 'RT::System', 1 );
\q

Futher Reading

• Follow the regular RT documentation to configure RT, setup the mailgate, etc.
• Set ticket_system-default_queueid once you have RT configured.