RT Request Tracker

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Introduction

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

Recommended settings

  • Memory (MB): 1024
  • Swap (MB): 1024
  • Hard disk (GB): 8

RT settings

  • Main software packages: RT 3.8.7, Postgresql, Postfix, Apache2
  • Default queue: General (rt@yourhostname.yourdomain.tld)
  • Database user: rtuser, Database password: auto generated on first boot

First steps

After booting, please connect to the RT web interface http://youripaddress and log in via

username: root 
password: password

Enabling ticket creation via email

Configure the queue "General": go to "Configuration/Queues/General/Group rights" and add to the "System Groups: Everyone" CreateTicket and ReplyToTicket right.

Now you can send emails to the pre-configured General queue (Email address: support@yourhostname.yourdomain.tld). 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, support@yourhostname.yourdomain.tld 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: rma@yourhostname.yourdomain.tld, Comment Address: rma-comment@yourhostname.yourdomain.tld
  • 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:
nano /etc/request-tracker3.8/RT_SiteConfig.pm

Add the following lines:

Set($CorrespondAddress , 'rma@yourhostname.yourdomain.tld');
Set($CommentAddress , 'rma-comment@yourhostname.yourdomain.tld');

Configure Postfix aliases:

nano /etc/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:

postalias /etc/aliases

Set time zone

Time zone is not set, just run:

tzconfig

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 username@company.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. support@yourcompany.com) 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.

Create a new SMTP connector

Testing, testing, testing

Documentation and HowTo´s about RT

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