Freeside:3: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

• Configure Apache: make sure APACHE_CONF and FREESIDE_DOCUMENT_ROOT are set correctly in the Makefile, then run:

make install-apache

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

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 > Employees, click on "Add an employee" and add a temporary SuperUser "root" user. Note: the user name must be "root" (without the quotes).
• Log into your Freeside installation as the "root" user you just created, by closing all of your browser windows, using a different browser, or by using https://root@yourmachone/freeside/ syntax if your browser supports it.
• Click on "Ticketing Main" on the Freeside main menu. Go to Configuration > Ticketing > Ticketing Global, and then "User Rights". Enter your normal RT/Freeside login in the box labeled ADD USER, click on the "Rights for Administrators" tab, check the "Do anything and everything" box (SuperUser) and then click "Save Changes"
• As your regular user, go back to the freeside employee list, click on the "root" user and set it to disabled

Futher Reading

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