Freeside:1.7:Documentation:RT Installation

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Integrated ticketing is an new feature and these instructions are preliminary. Documentation contributions are welcome.

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

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

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>

• 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
  • Go to Configuration | Employees | View/Edit employees and add a temporary root user.
  • 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.