RT Request Tracker
- 1 Introduction
- 2 RT settings
- 3 Integrate RT to Exchange Server 2000/2003 environment
- 4 Documentation and HowTo´s about RT
RT is an enterprise-grade ticketing system (open-source issue tracking system) which enables a group of people to intelligently and efficiently manage tasks, issues, and requests submitted by a community of users. The RT platform has been under development since 1996, and is used by systems administrators, customer support staffs, IT managers, developers and marketing departments at thousands of sites around the world. Written in object-oriented Perl, RT is a high-level, portable, platform independent system that eases collaboration within organizations and makes it easy for them to take care of their customers.
RT manages key tasks such as the identification, prioritization, assignment, resolution and notification required by enterprise-critical applications including project management, help desk, NOC ticketing, CRM and software development.
RT is used by Fortune 100 companies, government agencies, educational institutions, and development organizations worldwide.
For more details see: Request Tracker
- Memory (MB): 1024
- Swap (MB): 1024
- Hard disk (GB): 8
- Main software packages: RT 3.8.7, Postgresql, Postfix, Apache2
- Default queue: General (firstname.lastname@example.org)
- Database user: rtuser, Database password: auto generated on first boot
After booting, please connect to the RT web interface http://youripaddress and log in via
username: root password: password
Enabling ticket creation via email
Now you can send emails to the pre-configured General queue (Email address: email@example.com). Please make sure that your Network/DNS routes the emails directly to your RT appliance.
Adding additional queues
Each queue needs an unique email address. Default, firstname.lastname@example.org is used for the General queue. The following steps are necessary to add new queue, e. g. "RMA".
- Add the new queue on the web interface (Configuration/Queues: New queue, I used "RMA"), Reply Address: email@example.com, Comment Address: firstname.lastname@example.org
- Go to Group rights and add to the "System Groups: Everyone" CreateTicket and ReplyToTicket right (see screenshot).
- Open a console and edit RT_SiteConfig.pm:
Add the following lines:
Set($CorrespondAddress , 'email@example.com'); Set($CommentAddress , 'firstname.lastname@example.org');
Configure Postfix aliases:
Add the following lines:
rma: "|/usr/bin/rt-mailgate --queue RMA --action correspond --url http://yourhostname.yourdomain.tld/rt" rma-comment: "|/usr/bin/rt-mailgate --queue RMA --action comment --url http://yourhostname.yourdomain.tld/rt"
Apply changes to Postfix:
Set time zone
Time zone is not set, just run:
Integrate RT to Exchange Server 2000/2003 environment
There are several ways to integrate RT into your MS Exchange email system.
Using a subdomain for RT
If your email addresses in Exchange looks like email@example.com, you would have internally @rtservername.company.com for all RT addresses, and Exchange would relay anything to @rtservername.company.com to the RT server via SMTP connector.
In short: you can create a new email address (e.g. firstname.lastname@example.org) and this will go directly to your RT server and creates a new ticket.
Create a new contact
Create a new user mail enabled user
Forward to previously created contact.