Freeside:1.7: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

Installation

• Create a new Unix group called 'rt'
• Edit the top-level Makefile, set RT_ENABLED to 1 and set the RT_DOMAIN, RT_TIMEZONE, and FREESIDE_URL variables.

• make configure-rt

• make create-rt

  • Authentication errors?
    • Edit pg_hba.conf, change "ident sameuser" 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

• Add the following to your httpd.conf:

#replace /var/www/freeside with your freeside document root
<Directory /var/www/freeside/rt/NoAuth>
<Limit GET POST>
allow from all
Satisfy any   
SetHandler perl-script
PerlHandler HTML::Mason
</Limit>
</Directory>

#replace /var/www/freeside with your freeside document root
<Directory /var/www/freeside/rt/REST/1.0/NoAuth>
<Limit GET POST>
allow from all
Satisfy any   
SetHandler perl-script
PerlHandler HTML::Mason
</Limit>
</Directory>

#replace /var/www/freeside with your freeside document root
<DirectoryMatch "^%/var/www/freeside/rt/.*NoAuth/images">
SetHandler None
</DirectoryMatch>

#replace /var/www/freeside with your freeside document root
<Directory /var/www/freeside/rt/Ticket/Attachment> 
SetHandler perl-script 
PerlHandler HTML::Mason 
</Directory>

#replace /var/www/freeside with your freeside document root
<Directory /var/www/freeside/rt/Search> 
SetHandler perl-script 
PerlHandler HTML::Mason 
</Directory>

• Restart Apache (httpd) and log into the Freeside web interface using the username and password you created during the first part of the installation.

• Set the ticket_system configuration value to RT_Internal. (You may also wish to set ticket_system-default_queueid once you have RT configured.)

• Bootstrap RT's permissions:
  • Click on "Ticketing Main" on the Freeside main menu to auto-create an RT login for your username
  • From Billing Main go to Configuration | Employees | View/Edit employees and add a temporary root user. The user name must be root.
  • Log into your Freeside installation as the "root" user you just created, by closing all of your browser windows, or by using https://root@yourmachone/freeside/ syntax if your browser supports it.
  • Click on "Ticketing Main" on the Freeside main menu. Click on "Configuration", then "Global", and then "User Rights". Grant the "SuperUser" right to your RT login.
  • Disable the temporary "root" user.

• Follow the regular RT documentation to configure RT, setup the mailgate, etc.