2 # RT was configured with:
9 ############################# WARNING #############################
11 # NEVER EDIT RT_Config.pm ! #
13 # Instead, copy any sections you want to change to #
14 # RT_SiteConfig.pm and edit them there. Otherwise, #
15 # your changes will be lost when you upgrade RT. #
17 ############################# WARNING #############################
23 =head1 Base configuration
29 C<$rtname> is the string that RT will look for in mail messages to
30 figure out what ticket a new piece of mail belongs to.
32 Your domain name is recommended, so as not to pollute the namespace.
33 Once you start using a given tag, you should probably never change it;
34 otherwise, mail for existing tickets won't get put in the right place.
38 Set($rtname, "example.com");
40 =item C<$Organization>
42 You should set this to your organization's DNS domain. For example,
43 I<fsck.com> or I<asylum.arkham.ma.us>. It is used by the linking
44 interface to guarantee that ticket URIs are unique and easy to
45 construct. Changing it after you have created tickets in the system
46 will B<break> all existing ticket links!
50 Set($Organization, "example.com");
52 =item C<$CorrespondAddress>, C<$CommentAddress>
54 RT is designed such that any mail which already has a ticket-id
55 associated with it will get to the right place automatically.
57 C<$CorrespondAddress> and C<$CommentAddress> are the default addresses
58 that will be listed in From: and Reply-To: headers of correspondence
59 and comment mail tracked by RT, unless overridden by a queue-specific
60 address. They should be set to email addresses which have been
61 configured as aliases for F<rt-mailgate>.
65 Set($CorrespondAddress, '');
67 Set($CommentAddress, '');
71 Domain name of the RT server, e.g. 'www.example.com'. It should not
72 contain anything except the server name.
76 Set($WebDomain, "localhost");
80 If we're running as a superuser, run on port 80. Otherwise, pick a
81 high port for this user.
83 443 is default port for https protocol.
91 If you're putting the web UI somewhere other than at the root of your
92 server, you should set C<$WebPath> to the path you'll be serving RT
95 C<$WebPath> requires a leading / but no trailing /, or it can be
98 In most cases, you should leave C<$WebPath> set to "" (an empty
107 C<$Timezone> is the default timezone, used to convert times entered by
108 users into GMT, as they are stored in the database, and back again;
109 users can override this. It should be set to a timezone recognized by
114 Set($Timezone, "US/Eastern");
118 Once a plugin has been downloaded and installed, use C<Plugin()> to add
119 to the enabled C<@Plugins> list:
121 Plugin( "RT::Extension::SLA" );
122 Plugin( "RT::Authen::ExternalAuth" );
124 RT will also accept the distribution name (i.e. C<RT-Extension-SLA>)
125 instead of the package name (C<RT::Extension::SLA>).
129 Set(@Plugins, (qw(RTx::Calendar
130 RT::Extension::MobileUI))); #RTx::Checklist ));
132 =item C<@StaticRoots>
134 Set C<@StaticRoots> to serve extra paths with a static handler. The
135 contents of each hashref should be the the same arguments as
136 L<Plack::Middleware::Static> takes. These paths will be checked before
137 any plugin or core static paths.
143 path => qr{^/static/},
144 root => '/local/path/to/static/parent',
150 Set( @StaticRoots, () );
157 =head1 Database connection
161 =item C<$DatabaseType>
163 Database driver being used; case matters. Valid types are "mysql",
164 "Oracle", and "Pg". "SQLite" is also available for non-production use.
168 Set($DatabaseType, "@DB_TYPE@");
170 =item C<$DatabaseHost>, C<$DatabaseRTHost>
172 The domain name of your database server. If you're running MySQL and
173 on localhost, leave it blank for enhanced performance.
175 C<DatabaseRTHost> is the fully-qualified hostname of your RT server,
176 for use in granting ACL rights on MySQL.
180 Set($DatabaseHost, "@DB_HOST@");
181 Set($DatabaseRTHost, "@DB_RT_HOST@");
183 =item C<$DatabasePort>
185 The port that your database server is running on. Ignored unless it's
186 a positive integer. It's usually safe to leave this blank; RT will
187 choose the correct default.
191 Set($DatabasePort, "@DB_PORT@");
193 =item C<$DatabaseUser>
195 The name of the user to connect to the database as.
199 Set($DatabaseUser, "@DB_RT_USER@");
201 =item C<$DatabasePassword>
203 The password the C<$DatabaseUser> should use to access the database.
207 Set($DatabasePassword, q{@DB_RT_PASS@});
209 =item C<$DatabaseName>
211 The name of the RT database on your database server. For Oracle, the
212 SID and database objects are created in C<$DatabaseUser>'s schema.
216 Set($DatabaseName, q{@DB_DATABASE@});
218 =item C<%DatabaseExtraDSN>
220 Allows additional properties to be passed to the database connection
221 step. Possible properties are specific to the database-type; see
222 https://metacpan.org/pod/DBI#connect
224 For PostgreSQL, for instance, the following enables SSL (but does no
225 certificate checking, providing data hiding but no MITM protection):
227 # See https://metacpan.org/pod/DBD::Pg#connect
228 # and http://www.postgresql.org/docs/8.4/static/libpq-ssl.html
229 Set( %DatabaseExtraDSN, sslmode => 'require' );
231 For MySQL, the following acts similarly if the server has enabled SSL.
232 Otherwise, it provides no protection; MySQL provides no way to I<force>
235 # See https://metacpan.org/pod/DBD::mysql#connect
236 # and http://dev.mysql.com/doc/refman/5.1/en/ssl-options.html
237 Set( %DatabaseExtraDSN, mysql_ssl => 1 );
241 Set(%DatabaseExtraDSN, ());
243 =item C<$DatabaseAdmin>
245 The name of the database administrator to connect to the database as
250 Set($DatabaseAdmin, "@DB_DBA@");
259 The default is to log anything except debugging information to syslog.
260 Check the L<Log::Dispatch> POD for information about how to get things
261 by syslog, mail or anything else, get debugging info in the log, etc.
263 It might generally make sense to send error and higher by email to
264 some administrator. If you do this, be careful that this email isn't
265 sent to this RT instance. Mail loops will generate a critical log
270 =item C<$LogToSyslog>, C<$LogToSTDERR>
272 The minimum level error that will be logged to the specific device.
273 From lowest to highest priority, the levels are:
275 debug info notice warning error critical alert emergency
277 Many syslogds are configured to discard or file debug messages away, so
278 if you're attempting to debug RT you may need to reconfigure your
279 syslogd or use one of the other logging options.
281 Logging to your screen affects scripts run from the command line as well
282 as the STDERR sent to your webserver (so these logs will usually show up
283 in your web server's error logs).
287 Set($LogToSyslog, "info");
288 Set($LogToSTDERR, "info");
290 =item C<$LogToFile>, C<$LogDir>, C<$LogToFileNamed>
292 Logging to a standalone file is also possible. The file needs to both
293 exist and be writable by all direct users of the RT API. This generally
294 includes the web server and whoever rt-crontool runs as. Note that
295 rt-mailgate and the RT CLI go through the webserver, so their users do
296 not need to have write permissions to this file. If you expect to have
297 multiple users of the direct API, Best Practical recommends using syslog
298 instead of direct file logging.
300 You should set C<$LogToFile> to one of the levels documented above.
304 Set($LogToFile, undef);
305 Set($LogDir, q{@RT_LOG_PATH@});
306 Set($LogToFileNamed, "rt.log"); #log to rt.log
308 =item C<$LogStackTraces>
310 If set to a log level then logging will include stack traces for
311 messages with level equal to or greater than specified.
313 NOTICE: Stack traces include parameters supplied to functions or
314 methods. It is possible for stack trace logging to reveal sensitive
315 information such as passwords or ticket content in your logs.
319 Set($LogStackTraces, "");
321 =item C<@LogToSyslogConf>
323 Additional options to pass to L<Log::Dispatch::Syslog>; the most
324 interesting flags include C<facility>, C<logopt>, and possibly C<ident>.
325 See the L<Log::Dispatch::Syslog> documentation for more information.
329 Set(@LogToSyslogConf, ());
335 =head1 Incoming mail gateway
339 =item C<$EmailSubjectTagRegex>
341 This regexp controls what subject tags RT recognizes as its own. If
342 you're not dealing with historical C<$rtname> values, or historical
343 queue-specific subject tags, you'll likely never have to change this
346 Be B<very careful> with it. Note that it overrides C<$rtname> for
347 subject token matching.
349 The setting below would make RT behave exactly as it does without the
354 # Set($EmailSubjectTagRegex, qr/\Q$rtname\E/i );
358 C<$OwnerEmail> is the address of a human who manages RT. RT will send
359 errors generated by the mail gateway to this address; it will also be
360 displayed as the contact person on the RT's login page. Because RT
361 sends errors to this address, it should I<not> be an address that's
362 managed by your RT instance, to avoid mail loops.
366 Set($OwnerEmail, 'root');
368 =item C<$LoopsToRTOwner>
370 If C<$LoopsToRTOwner> is defined, RT will send mail that it believes
371 might be a loop to C<$OwnerEmail>.
375 Set($LoopsToRTOwner, 1);
379 If C<$StoreLoops> is defined, RT will record messages that it believes
380 to be part of mail loops. As it does this, it will try to be careful
381 not to send mail to the sender of these messages.
385 Set($StoreLoops, undef);
387 =item C<$MaxAttachmentSize>
389 C<$MaxAttachmentSize> sets the maximum size (in bytes) of attachments
390 stored in the database. This setting is irrelevant unless one of
391 $TruncateLongAttachments or $DropLongAttachments (below) are set, B<OR>
392 the database is stored in Oracle. On Oracle, attachments larger than
393 this can be fully stored, but will be truncated to this length when
398 Set($MaxAttachmentSize, 10_000_000); # 10M
400 =item C<$TruncateLongAttachments>
402 If this is set to a non-undef value, RT will truncate attachments
403 longer than C<$MaxAttachmentSize>.
407 Set($TruncateLongAttachments, undef);
409 =item C<$DropLongAttachments>
411 If this is set to a non-undef value, RT will silently drop attachments
412 longer than C<MaxAttachmentSize>. C<$TruncateLongAttachments>, above,
413 takes priority over this.
417 Set($DropLongAttachments, undef);
419 =item C<$RTAddressRegexp>
421 C<$RTAddressRegexp> is used to make sure RT doesn't add itself as a
422 ticket CC if C<$ParseNewMessageForTicketCcs>, above, is enabled. It
423 is important that you set this to a regular expression that matches
424 all addresses used by your RT. This lets RT avoid sending mail to
425 itself. It will also hide RT addresses from the list of "One-time Cc"
426 and Bcc lists on ticket reply.
428 If you have a number of addresses configured in your RT database
429 already, you can generate a naive first pass regexp by using:
431 perl etc/upgrade/generate-rtaddressregexp
433 If left blank, RT will compare each address to your configured
434 C<$CorrespondAddress> and C<$CommentAddress> before searching for a
435 Queue configured with a matching "Reply Address" or "Comment Address"
436 on the Queue Admin page.
440 Set($RTAddressRegexp, undef);
442 =item C<$IgnoreCcRegexp>
444 C<$IgnoreCcRegexp> is a regexp to exclude addresses from automatic addition
445 to the Cc list. Use this for addresses that are I<not> received by RT but
446 are sometimes added to Cc lists by mistake. Unlike C<$RTAddressRegexp>,
447 these addresses can still receive email from RT otherwise.
451 Set($IgnoreCcRegexp, undef);
453 =item C<$CanonicalizeEmailAddressMatch>, C<$CanonicalizeEmailAddressReplace>
455 RT provides functionality which allows the system to rewrite incoming
456 email addresses, using L<RT::User/CanonicalizeEmailAddress>. The
457 default implementation replaces all occurrences of the regular
458 expression in C<CanonicalizeEmailAddressMatch> with
459 C<CanonicalizeEmailAddressReplace>, via C<s/$Match/$Replace/gi>. The
460 most common use of this is to replace C<@something.example.com> with
461 C<@example.com>. If more complex noramlization is required,
462 L<RT::User/CanonicalizeEmailAddress> can be overridden to provide it.
466 # Set($CanonicalizeEmailAddressMatch, '@subdomain\.example\.com$');
467 # Set($CanonicalizeEmailAddressReplace, '@example.com');
469 =item C<$ValidateUserEmailAddresses>
471 By default C<$ValidateUserEmailAddresses> is 1, and RT will refuse to create
472 users with an invalid email address (as specified in RFC 2822) or with
473 an email address made of multiple email addresses.
475 Set this to 0 to skip any email address validation. Doing so may open up
480 Set($ValidateUserEmailAddresses, 1);
482 =item C<$NonCustomerEmailRegexp>
484 Normally, when a ticket is linked to a customer, any requestors on that
485 ticket that didn't previously have customer memberships are linked to
486 the customer also. C<$NonCustomerEmailRegexp> is a regexp for email
487 addresses that should I<not> automatically be linked to a customer in
492 Set($NonCustomerEmailRegexp, undef);
494 =item C<@MailPlugins>
496 C<@MailPlugins> is a list of authentication plugins for
497 L<RT::Interface::Email> to use; see L<rt-mailgate>
501 =item C<$UnsafeEmailCommands>
503 C<$UnsafeEmailCommands>, if set to 1, enables 'take' and 'resolve'
504 as possible actions via the mail gateway. As its name implies, this
505 is very unsafe, as it allows email with a forged sender to possibly
506 resolve arbitrary tickets!
510 =item C<$ExtractSubjectTagMatch>, C<$ExtractSubjectTagNoMatch>
512 The default "extract remote tracking tags" scrip settings; these
513 detect when your RT is talking to another RT, and adjust the subject
518 Set($ExtractSubjectTagMatch, qr/\[[^\]]+? #\d+\]/);
519 Set($ExtractSubjectTagNoMatch, ( ${RT::EmailSubjectTagRegex}
520 ? qr/\[(?:${RT::EmailSubjectTagRegex}) #\d+\]/
521 : qr/\[\Q$RT::rtname\E #\d+\]/));
523 =item C<$CheckMoreMSMailHeaders>
525 Some email clients create a plain text version of HTML-formatted
526 email to help other clients that read only plain text.
527 Unfortunately, the plain text parts sometimes end up with
528 doubled newlines and these can then end up in RT. This
529 is most often seen in MS Outlook.
531 Enable this option to have RT check for additional mail headers
532 and attempt to identify email from MS Outlook. When detected,
533 RT will then clean up double newlines. Note that it may
534 clean up intentional double newlines as well.
538 Set( $CheckMoreMSMailHeaders, 0);
548 =item C<$MailCommand>
550 C<$MailCommand> defines which method RT will use to try to send mail.
551 We know that 'sendmailpipe' works fairly well. If 'sendmailpipe'
552 doesn't work well for you, try 'sendmail'. 'qmail' is also a supported
555 For testing purposes, or to simply disable sending mail out into the
556 world, you can set C<$MailCommand> to 'mbox' which logs all mail, in
557 mbox format, to files in F</opt/rt4/var/> based in the process start
558 time. The 'testfile' option is similar, but the files that it creates
559 (under /tmp) are temporary, and removed upon process completion; the
560 format is also not mbox-compatable.
564 #Set($MailCommand, "sendmailpipe");
565 Set($MailCommand, "sendmail");
567 =item C<$SetOutgoingMailFrom>
569 C<$SetOutgoingMailFrom> tells RT to set the sender envelope to the
570 Correspond mail address of the ticket's queue.
572 Warning: If you use this setting, bounced mails will appear to be
573 incoming mail to the system, thus creating new tickets.
575 If the value contains an C<@>, it is assumed to be an email address and used as
576 a global envelope sender. Expected usage in this case is to simply set the
577 same envelope sender on all mail from RT, without defining
578 C<$OverrideOutgoingMailFrom>. If you do define C<$OverrideOutgoingMailFrom>,
579 anything specified there overrides the global value (including Default).
581 This option only works if C<$MailCommand> is set to 'sendmailpipe'.
585 Set($SetOutgoingMailFrom, 0);
587 =item C<$OverrideOutgoingMailFrom>
589 C<$OverrideOutgoingMailFrom> is used for overwriting the Correspond
590 address of the queue as it is handed to sendmail -f. This helps force
591 the From_ header away from www-data or other email addresses that show
592 up in the "Sent by" line in Outlook.
594 The option is a hash reference of queue id/name to email address. If
595 there is no ticket involved, then the value of the C<Default> key will
598 This option only works if C<$SetOutgoingMailFrom> is enabled and
599 C<$MailCommand> is set to 'sendmailpipe'.
603 Set($OverrideOutgoingMailFrom, {
604 # 'Default' => 'admin@rt.example.com',
605 # 'General' => 'general@rt.example.com',
608 =item C<$DefaultMailPrecedence>
610 C<$DefaultMailPrecedence> is used to control the default Precedence
611 level of outgoing mail where none is specified. By default it is
612 C<bulk>, but if you only send mail to your staff, you may wish to
615 Note that you can set the precedence of individual templates by
616 including an explicit Precedence header.
618 If you set this value to C<undef> then we do not set a default
619 Precedence header to outgoing mail. However, if there already is a
620 Precedence header, it will be preserved.
624 Set($DefaultMailPrecedence, "bulk");
626 =item C<$DefaultErrorMailPrecedence>
628 C<$DefaultErrorMailPrecedence> is used to control the default
629 Precedence level of outgoing mail that indicates some kind of error
630 condition. By default it is C<bulk>, but if you only send mail to your
631 staff, you may wish to change it.
633 If you set this value to C<undef> then we do not add a Precedence
634 header to error mail.
638 Set($DefaultErrorMailPrecedence, "bulk");
640 =item C<$UseOriginatorHeader>
642 C<$UseOriginatorHeader> is used to control the insertion of an
643 RT-Originator Header in every outgoing mail, containing the mail
644 address of the transaction creator.
648 Set($UseOriginatorHeader, 1);
650 =item C<$UseFriendlyFromLine>
652 By default, RT sets the outgoing mail's "From:" header to "SenderName
653 via RT". Setting C<$UseFriendlyFromLine> to 0 disables it.
657 Set($UseFriendlyFromLine, 1);
659 =item C<$FriendlyFromLineFormat>
661 C<sprintf()> format of the friendly 'From:' header; its arguments are
662 SenderName and SenderEmailAddress.
666 Set($FriendlyFromLineFormat, "\"%s via RT\" <%s>");
668 =item C<$UseFriendlyToLine>
670 RT can optionally set a "Friendly" 'To:' header when sending messages
671 to Ccs or AdminCcs (rather than having a blank 'To:' header.
673 This feature DOES NOT WORK WITH SENDMAIL[tm] BRAND SENDMAIL. If you
674 are using sendmail, rather than postfix, qmail, exim or some other
675 MTA, you _must_ disable this option.
679 Set($UseFriendlyToLine, 0);
681 =item C<$FriendlyToLineFormat>
683 C<sprintf()> format of the friendly 'To:' header; its arguments are
684 WatcherType and TicketId.
688 Set($FriendlyToLineFormat, "\"%s of ". RT->Config->Get('rtname') ." Ticket #%s\":;");
690 =item C<$NotifyActor>
692 By default, RT doesn't notify the person who performs an update, as
693 they already know what they've done. If you'd like to change this
694 behavior, Set C<$NotifyActor> to 1
698 Set($NotifyActor, 0);
700 =item C<$RecordOutgoingEmail>
702 By default, RT records each message it sends out to its own internal
703 database. To change this behavior, set C<$RecordOutgoingEmail> to 0
705 If this is disabled, users' digest mail delivery preferences
706 (i.e. EmailFrequency) will also be ignored.
710 Set($RecordOutgoingEmail, 1);
712 =item C<$VERPPrefix>, C<$VERPDomain>
714 Setting these options enables VERP support
715 L<http://cr.yp.to/proto/verp.txt>.
717 Uncomment the following two directives to generate envelope senders
718 of the form C<${VERPPrefix}${originaladdress}@${VERPDomain}>
719 (i.e. rt-jesse=fsck.com@rt.example.com ).
721 This currently only works with sendmail and sendmailpipe.
725 # Set($VERPPrefix, "rt-");
726 # Set($VERPDomain, $RT::Organization);
729 =item C<$ForwardFromUser>
731 By default, RT forwards a message using queue's address and adds RT's
732 tag into subject of the outgoing message, so recipients' replies go
733 into RT as correspondents.
735 To change this behavior, set C<$ForwardFromUser> to 1 and RT
736 will use the address of the current user and remove RT's subject tag.
740 Set($ForwardFromUser, 0);
742 =item C<$HTMLFormatter>
744 RT's default pure-perl formatter may fail to successfully convert even
745 on some relatively simple HTML; this will result in blank C<text/plain>
746 parts, which is particuarly unfortunate if HTML templates are not in
749 If the optional dependency L<HTML::FormatExternal> is installed, RT will
750 use external programs to render HTML to plain text. The default is to
751 try, in order, C<w3m>, C<elinks>, C<html2text>, C<links>, C<lynx>, and
752 then fall back to the C<core> pure-perl formatter if none are installed.
754 Set C<$HTMLFormatter> to one of the above programs (or the full path to
755 such) to use a different program than the above would choose by default.
756 Setting this requires that L<HTML::FormatExternal> be installed.
758 If the chosen formatter is not in the webserver's $PATH, you may set
759 this option the full path to one of the aforementioned executables.
763 Set($HTMLFormatter, undef);
767 =head2 Email dashboards
771 =item C<$DashboardAddress>
773 The email address from which RT will send dashboards. If none is set,
774 then C<$OwnerEmail> will be used.
778 Set($DashboardAddress, '');
780 =item C<$DashboardSubject>
782 Lets you set the subject of dashboards. Arguments are the frequency (Daily,
783 Weekly, Monthly) of the dashboard and the dashboard's name.
787 Set($DashboardSubject, "%s Dashboard: %s");
789 =item C<@EmailDashboardRemove>
791 A list of regular expressions that will be used to remove content from
796 Set(@EmailDashboardRemove, ());
802 =head2 Sendmail configuration
804 These options only take effect if C<$MailCommand> is 'sendmail' or
809 =item C<$SendmailArguments>
811 C<$SendmailArguments> defines what flags to pass to C<$SendmailPath>
812 These options are good for most sendmail wrappers and work-a-likes.
814 These arguments are good for sendmail brand sendmail 8 and newer:
815 C<Set($SendmailArguments,"-oi -ODeliveryMode=b -OErrorMode=m");>
819 Set($SendmailArguments, "-oi");
822 =item C<$SendmailBounceArguments>
824 C<$SendmailBounceArguments> defines what flags to pass to C<$Sendmail>
825 assuming RT needs to send an error (i.e. bounce).
829 Set($SendmailBounceArguments, '-f "<>"');
831 =item C<$SendmailPath>
833 If you selected 'sendmailpipe' above, you MUST specify the path to
834 your sendmail binary in C<$SendmailPath>.
838 Set($SendmailPath, "/usr/sbin/sendmail");
849 C<@MailParams> defines a list of options passed to $MailCommand if it
850 is not 'sendmailpipe' or 'sendmail';
854 Set(@MailParams, ());
863 =item C<$WebDefaultStylesheet>
865 This determines the default stylesheet the RT web interface will use.
866 RT ships with several themes by default:
868 rudder The default theme for RT 4.2
869 aileron The default layout for RT 4.0
870 web2 The default layout for RT 3.8
871 ballard Theme which doesn't rely on JavaScript for menuing
873 This bundled distibution of RT also includes:
874 freeside4 Integration with Freeside (enabled by default)
875 freeside3 Previous Freeside theme
877 This value actually specifies a directory in F<share/static/css/>
878 from which RT will try to load the file main.css (which should @import
879 any other files the stylesheet needs). This allows you to easily and
880 cleanly create your own stylesheets to apply to RT. This option can
881 be overridden by users in their preferences.
885 Set($WebDefaultStylesheet, "freeside4");
887 =item C<$DefaultQueue>
889 Use this to select the default queue name that will be used for
890 creating new tickets. You may use either the queue's name or its
891 ID. This only affects the queue selection boxes on the web interface.
895 # Set($DefaultQueue, "General");
897 =item C<$RememberDefaultQueue>
899 When a queue is selected in the new ticket dropdown, make it the new
900 default for the new ticket dropdown.
904 # Set($RememberDefaultQueue, 1);
906 =item C<$EnableReminders>
908 Hide all links and portlets related to Reminders by setting this to 0
912 Set($EnableReminders, 1);
914 =item C<@CustomFieldValuesSources>
916 Set C<@CustomFieldValuesSources> to a list of class names which extend
917 L<RT::CustomFieldValues::External>. This can be used to pull lists of
918 custom field values from external sources at runtime.
922 Set(@CustomFieldValuesSources, ('RT::CustomFieldValues::Queues'));
924 =item C<%CustomFieldGroupings>
926 This option affects the display of ticket and user custom fields in the
927 web interface. It does not address the sorting of custom fields within
928 the groupings; which is controlled by the Ticket Custom Fields tab in
929 Queue Configuration in the Admin UI.
931 A nested datastructure defines how to group together custom fields
932 under a mix of built-in and arbitrary headings ("groupings").
934 Set C<%CustomFieldGroupings> to a nested structure similar to the following:
936 Set(%CustomFieldGroupings,
938 'Grouping Name' => ['CF Name', 'Another CF'],
939 'Another Grouping' => ['Some CF'],
940 'Dates' => ['Shipped date'],
943 'Phones' => ['Fax number'],
947 The first level keys are record types for which CFs may be used, and the
948 values are either hashrefs or arrayrefs -- if arrayrefs, then the
949 ordering is preserved during display, otherwise groupings are displayed
950 alphabetically. The second level keys are the grouping names and the
951 values are array refs containing a list of CF names.
953 There are several special built-in groupings which RT displays in
954 specific places (usually the collapsible box of the same title). The
955 ordering of these standard groupings cannot be modified. You may also
956 only append Custom Fields to the list in these boxes, not reorder or
959 For C<RT::Ticket>, these groupings are: C<Basics>, C<Dates>, C<Links>, C<People>
961 For C<RT::User>: C<Identity>, C<Access control>, C<Location>, C<Phones>
963 Extensions may also add their own built-in groupings, refer to the individual
964 extension documentation for those.
966 =item C<$CanonicalizeRedirectURLs>
968 Set C<$CanonicalizeRedirectURLs> to 1 to use C<$WebURL> when
969 redirecting rather than the one we get from C<%ENV>.
971 Apache's UseCanonicalName directive changes the hostname that RT
972 finds in C<%ENV>. You can read more about what turning it On or Off
973 means in the documentation for your version of Apache.
975 If you use RT behind a reverse proxy, you almost certainly want to
980 Set($CanonicalizeRedirectURLs, 0);
982 =item C<$CanonicalizeURLsInFeeds>
984 Set C<$CanonicalizeURLsInFeeds> to 1 to use C<$WebURL> in feeds
985 rather than the one we get from request.
987 If you use RT behind a reverse proxy, you almost certainly want to
992 Set($CanonicalizeURLsInFeeds, 0);
996 A list of additional JavaScript files to be included in head.
1000 Set(@JSFiles, qw//);
1004 Path to the jsmin binary; if specified, it will be used to minify
1005 C<JSFiles>. The default, and the fallback if the binary cannot be
1006 found, is to simply concatenate the files.
1008 jsmin can be installed by running 'make jsmin' from the RT install
1009 directory, or from http://www.crockford.com/javascript/jsmin.html
1013 # Set($JSMinPath, "/path/to/jsmin");
1017 A list of additional CSS files to be included in head.
1019 If you're a plugin author, refer to RT->AddStyleSheets.
1023 Set(@CSSFiles, qw//);
1025 =item C<$UsernameFormat>
1027 This determines how user info is displayed. 'concise' will show the
1028 first of RealName, Name or EmailAddress that has a value. 'verbose' will
1029 show EmailAddress, and the first of RealName or Name which is defined.
1030 The default, 'role', uses 'verbose' for unprivileged users, and the Name
1031 followed by the RealName for privileged users.
1035 Set($UsernameFormat, "concise");
1037 =item C<$UserSearchResultFormat>
1039 This controls the display of lists of users returned from the User
1040 Summary Search. The display of users in the Admin interface is
1041 controlled by C<%AdminSearchResultFormat>.
1045 Set($UserSearchResultFormat,
1046 q{ '<a href="__WebPath__/User/Summary.html?id=__id__">__id__</a>/TITLE:#'}
1047 .q{,'<a href="__WebPath__/User/Summary.html?id=__id__">__Name__</a>/TITLE:Name'}
1048 .q{,__RealName__, __EmailAddress__}
1051 =item C<@UserSummaryPortlets>
1053 A list of portlets to be displayed on the User Summary page.
1054 By default, we show all of the available portlets.
1055 Extensions may provide their own portlets for this page.
1059 Set(@UserSummaryPortlets, (qw/ExtraInfo CreateTicket ActiveTickets InactiveTickets/));
1061 =item C<$UserSummaryExtraInfo>
1063 This controls what information is displayed on the User Summary
1064 portal. By default the user's Real Name, Email Address and Username
1065 are displayed. You can remove these or add more as needed. This
1066 expects a Format string of user attributes. Please note that not all
1067 the attributes are supported in this display because we're not
1072 Set($UserSummaryExtraInfo, "RealName, EmailAddress, Name");
1074 =item C<$UserSummaryTicketListFormat>
1076 Control the appearance of the Active and Inactive ticket lists in the
1081 Set($UserSummaryTicketListFormat, q{
1082 '<B><A HREF="__WebPath__/Ticket/Display.html?id=__id__">__id__</a></B>/TITLE:#',
1083 '<B><A HREF="__WebPath__/Ticket/Display.html?id=__id__">__Subject__</a></B>/TITLE:Subject',
1090 '<small>__Requestors__</small>',
1091 '<small>__CreatedRelative__</small>',
1092 '<small>__ToldRelative__</small>',
1093 '<small>__LastUpdatedRelative__</small>',
1094 '<small>__TimeLeft__</small>'
1097 =item C<$WebBaseURL>, C<$WebURL>
1099 Usually you don't want to set these options. The only obvious reason
1100 is if RT is accessible via https protocol on a non standard port, e.g.
1101 'https://rt.example.com:9999'. In all other cases these options are
1102 computed using C<$WebDomain>, C<$WebPort> and C<$WebPath>.
1104 C<$WebBaseURL> is the scheme, server and port
1105 (e.g. 'http://rt.example.com') for constructing URLs to the web
1106 UI. C<$WebBaseURL> doesn't need a trailing /.
1108 C<$WebURL> is the C<$WebBaseURL>, C<$WebPath> and trailing /, for
1109 example: 'http://www.example.com/rt/'.
1113 my $port = RT->Config->Get('WebPort');
1115 ($port == 443? 'https': 'http') .'://'
1116 . RT->Config->Get('WebDomain')
1117 . ($port != 80 && $port != 443? ":$port" : '')
1120 Set($WebURL, RT->Config->Get('WebBaseURL') . RT->Config->Get('WebPath') . "/");
1122 =item C<$WebImagesURL>
1124 C<$WebImagesURL> points to the base URL where RT can find its images.
1125 Define the directory name to be used for images in RT web documents.
1129 Set($WebImagesURL, RT->Config->Get('WebPath') . "/static/images/");
1133 C<$LogoURL> points to the URL of the RT logo displayed in the web UI.
1134 This can also be configured via the web UI.
1138 Set($LogoURL, RT->Config->Get('WebImagesURL') . "bpslogo.png");
1140 =item C<$LogoLinkURL>
1142 C<$LogoLinkURL> is the URL that the RT logo hyperlinks to.
1146 Set($LogoLinkURL, "http://bestpractical.com");
1148 =item C<$LogoAltText>
1150 C<$LogoAltText> is a string of text for the alt-text of the logo. It
1151 will be passed through C<loc> for localization.
1155 Set($LogoAltText, "Best Practical Solutions, LLC corporate logo");
1157 =item C<$WebNoAuthRegex>
1159 What portion of RT's URL space should not require authentication. The
1160 default is almost certainly correct, and should only be changed if you
1165 Set($WebNoAuthRegex, qr{^ (?:/+NoAuth/ | /+REST/\d+\.\d+/NoAuth/) }x );
1167 =item C<$SelfServiceRegex>
1169 What portion of RT's URLspace should be accessible to Unprivileged
1170 users This does not override the redirect from F</Ticket/Display.html>
1171 to F</SelfService/Display.html> when Unprivileged users attempt to
1172 access ticked displays.
1176 Set($SelfServiceRegex, qr!^(?:/+SelfService/)!x );
1178 =item C<$WebFlushDbCacheEveryRequest>
1180 By default, RT clears its database cache after every page view. This
1181 ensures that you've always got the most current information when
1182 working in a multi-process (mod_perl or FastCGI) Environment. Setting
1183 C<$WebFlushDbCacheEveryRequest> to 0 will turn this off, which will
1184 speed RT up a bit, at the expense of a tiny bit of data accuracy.
1188 Set($WebFlushDbCacheEveryRequest, 1);
1192 The L<GD> module (which RT uses for graphs) ships with a built-in font
1193 that doesn't have full Unicode support. You can use a given TrueType
1194 font for a specific language by setting %ChartFont to (language =E<gt>
1195 the absolute path of a font) pairs. Your GD library must have support
1196 for TrueType fonts to use this option. If there is no entry for a
1197 language in the hash then font with 'others' key is used.
1199 RT comes with two TrueType fonts covering most available languages.
1205 'zh-cn' => "$RT::FontPath/DroidSansFallback.ttf",
1206 'zh-tw' => "$RT::FontPath/DroidSansFallback.ttf",
1207 'ja' => "$RT::FontPath/DroidSansFallback.ttf",
1208 'others' => "$RT::FontPath/DroidSans.ttf",
1211 =item C<$ChartsTimezonesInDB>
1213 RT stores dates using the UTC timezone in the DB, so charts grouped by
1214 dates and time are not representative. Set C<$ChartsTimezonesInDB> to 1
1215 to enable timezone conversions using your DB's capabilities. You may
1216 need to do some work on the DB side to use this feature, read more in
1217 F<docs/customizing/timezones_in_charts.pod>.
1219 At this time, this feature only applies to MySQL and PostgreSQL.
1223 Set($ChartsTimezonesInDB, 0);
1225 =item C<@ChartColors>
1227 An array of 6-digit hexadecimal RGB color values used for chart series. By
1228 default there are 12 distinct colors.
1232 Set(@ChartColors, qw(
1233 66cc66 ff6666 ffcc66 663399
1234 3333cc 339933 993333 996633
1235 33cc33 cc3333 cc9933 6633cc
1246 =item C<$DefaultSummaryRows>
1248 C<$DefaultSummaryRows> is default number of rows displayed in for
1249 search results on the front page.
1253 Set($DefaultSummaryRows, 10);
1255 =item C<$HomePageRefreshInterval>
1257 C<$HomePageRefreshInterval> is default number of seconds to refresh
1258 the RT home page. Choose from [0, 120, 300, 600, 1200, 3600, 7200].
1262 Set($HomePageRefreshInterval, 0);
1264 =item C<$HomepageComponents>
1266 C<$HomepageComponents> is an arrayref of allowed components on a
1267 user's customized homepage ("RT at a glance").
1272 $HomepageComponents,
1274 qw(QuickCreate Quicksearch MyCalendar MyAdminQueues MySupportQueues MyReminders RefreshHomepage Dashboards SavedSearches FindUser ) # loc_qw
1283 =head2 Ticket search
1287 =item C<$UseSQLForACLChecks>
1289 Historically, ACLs were checked on display, which could lead to empty
1290 search pages and wrong ticket counts. Set C<$UseSQLForACLChecks> to 0
1291 to go back to this method; this will reduce the complexity of the
1292 generated SQL statements, at the cost of the aforementioned bugs.
1296 Set($UseSQLForACLChecks, 1);
1298 =item C<$TicketsItemMapSize>
1300 On the display page of a ticket from search results, RT provides links
1301 to the first, next, previous and last ticket from the results. In
1302 order to build these links, RT needs to fetch the full result set from
1303 the database, which can be resource-intensive.
1305 Set C<$TicketsItemMapSize> to number of tickets you want RT to examine
1306 to build these links. If the full result set is larger than this
1307 number, RT will omit the "last" link in the menu. Set this to zero to
1308 always examine all results.
1312 Set($TicketsItemMapSize, 1000);
1314 =item C<$SearchResultsRefreshInterval>
1316 C<$SearchResultsRefreshInterval> is default number of seconds to
1317 refresh search results in RT. Choose from [0, 120, 300, 600, 1200,
1322 Set($SearchResultsRefreshInterval, 0);
1324 =item C<$DefaultSearchResultFormat>
1326 C<$DefaultSearchResultFormat> is the default format for RT search
1331 Set ($DefaultSearchResultFormat, qq{
1332 '<B><A HREF="__WebPath__/Ticket/Display.html?id=__id__">__id__</a></B>/TITLE:#',
1333 '<B><A HREF="__WebPath__/Ticket/Display.html?id=__id__">__Subject__</a></B>/TITLE:Subject',
1341 '<small>__Requestors__</small>',
1342 '<small>__CustomerTags__</small>',
1343 '<small>__CreatedRelative__</small>',
1344 '<small>__ToldRelative__</small>',
1345 '<small>__LastUpdatedRelative__</small>',
1346 '<small>__TimeLeft__</small>'});
1348 =item C<$DefaultSearchResultOrderBy>
1350 What Tickets column should we order by for RT Ticket search results.
1354 Set($DefaultSearchResultOrderBy, 'id');
1356 =item C<$DefaultSearchResultOrder>
1358 When ordering RT Ticket search results by C<$DefaultSearchResultOrderBy>,
1359 should the sort be ascending (ASC) or descending (DESC).
1363 Set($DefaultSearchResultOrder, 'ASC');
1365 =item C<$DefaultSelfServiceSearchResultFormat>
1367 C<$DefaultSelfServiceSearchResultFormat> is the default format of
1368 searches displayed in the SelfService interface.
1372 Set($DefaultSelfServiceSearchResultFormat, qq{
1373 '<B><A HREF="__WebPath__/SelfService/Display.html?id=__id__">__id__</a></B>/TITLE:#',
1374 '<B><A HREF="__WebPath__/SelfService/Display.html?id=__id__">__Subject__</a></B>/TITLE:Subject',
1379 =item C<%FullTextSearch>
1381 Full text search (FTS) without database indexing is a very slow
1382 operation, and is thus disabled by default.
1384 Before setting C<Indexed> to 1, read F<docs/full_text_indexing.pod> for
1385 the full details of FTS on your particular database.
1387 It is possible to enable FTS without database indexing support, simply
1388 by setting the C<Enable> key to 1, while leaving C<Indexed> set to 0.
1389 This is not generally suggested, as unindexed full-text searching can
1390 cause severe performance problems.
1394 Set(%FullTextSearch,
1399 =item C<$MaxFulltextAttachmentSize>
1401 On some systems, very large attachments can cause memory and other
1402 performance issues for the indexer making it unable to complete
1403 indexing. Adding resources like memory and CPU will solve this
1404 issue, but in cases where that isn't possible, this option
1405 sets a maximum size in bytes on attachments to index. Attachments
1406 larger than this limit are skipped and will not be available to
1411 # Default 0 means no limit
1412 Set($MaxFulltextAttachmentSize, 0);
1414 =item C<$DontSearchFileAttachments>
1416 If C<$DontSearchFileAttachments> is set to 1, then uploaded files
1417 (attachments with file names) are not searched during content
1420 Note that if you use indexed FTS then named attachments are still
1421 indexed by default regardless of this option.
1425 Set($DontSearchFileAttachments, undef);
1427 =item C<$OnlySearchActiveTicketsInSimpleSearch>
1429 When query in simple search doesn't have status info, use this to only
1434 Set($OnlySearchActiveTicketsInSimpleSearch, 1);
1436 =item C<$SearchResultsAutoRedirect>
1438 When only one ticket is found in search, use this to redirect to the
1439 ticket display page automatically.
1443 Set($SearchResultsAutoRedirect, 0);
1449 =head2 Ticket display
1453 =item C<$ShowMoreAboutPrivilegedUsers>
1455 This determines if the 'More about requestor' box on
1456 Ticket/Display.html is shown for Privileged Users.
1460 Set($ShowMoreAboutPrivilegedUsers, 0);
1462 =item C<$MoreAboutRequestorTicketList>
1464 This can be set to Active, Inactive, All or None. It controls what
1465 ticket list will be displayed in the 'More about requestor' box on
1466 Ticket/Display.html. This option can be controlled by users also.
1470 Set($MoreAboutRequestorTicketList, "Active");
1472 =item C<$MoreAboutRequestorTicketListFormat>
1474 Control the appearance of the ticket lists in the 'More About Requestors' box.
1478 Set($MoreAboutRequestorTicketListFormat, q{
1479 '<a href="__WebPath__/Ticket/Display.html?id=__id__">__id__</a>',
1481 '<a href="__WebPath__/Ticket/Display.html?id=__id__">__Subject__</a>',
1486 =item C<$MoreAboutRequestorExtraInfo>
1488 By default, the 'More about requestor' box on Ticket/Display.html
1489 shows the Requestor's name and ticket list. If you would like to see
1490 extra information about the user, this expects a Format string of user
1491 attributes. Please note that not all the attributes are supported in
1492 this display because we're not building a table.
1495 C<Set($MoreAboutRequestorExtraInfo,"Organization, Address1")>
1499 Set($MoreAboutRequestorExtraInfo, "");
1501 =item C<$MoreAboutRequestorGroupsLimit>
1503 By default, the 'More about requestor' box on Ticket/Display.html
1504 shows all the groups of the Requestor. Use this to limit the number
1505 of groups; a value of undef removes the group display entirely.
1509 Set($MoreAboutRequestorGroupsLimit, 0);
1511 =item C<$UseSideBySideLayout>
1513 Should the ticket create and update forms use a more space efficient
1514 two column layout. This layout may not work in narrow browsers if you
1515 set a MessageBoxWidth (below).
1519 Set($UseSideBySideLayout, 1);
1521 =item C<$EditCustomFieldsSingleColumn>
1523 When displaying a list of Ticket Custom Fields for editing, RT
1524 defaults to a 2 column list. If you set this to 1, it will instead
1525 display the Custom Fields in a single column.
1529 Set($EditCustomFieldsSingleColumn, 0);
1531 =item C<$ShowUnreadMessageNotifications>
1533 If set to 1, RT will prompt users when there are new,
1534 unread messages on tickets they are viewing.
1538 Set($ShowUnreadMessageNotifications, 0);
1540 =item C<$AutocompleteOwners>
1542 If set to 1, the owner drop-downs for ticket update/modify and the query
1543 builder are replaced by text fields that autocomplete. This can
1544 alleviate the sometimes huge owner list for installations where many
1545 users have the OwnTicket right.
1547 Autocompleter is automatically turned on if list contains more than
1548 50 users, but penalty of executing potentially slow query is still paid.
1550 Drop down doesn't show unprivileged users. If your setup allows unprivileged
1551 to own ticket then you have to enable autocompleting.
1555 Set($AutocompleteOwners, 0);
1557 =item C<$AutocompleteOwnersForSearch>
1559 If set to 1, the owner drop-downs for the query builder are always
1560 replaced by text field that autocomplete and C<$AutocompleteOwners>
1561 is ignored. Helpful when owners list is huge in the query builder.
1565 Set($AutocompleteOwnersForSearch, 0);
1567 =item C<$UserSearchFields>
1569 Used by the User Autocompleter as well as the User Search.
1571 Specifies which fields of L<RT::User> to match against and how to match
1572 each field when autocompleting users. Valid match methods are LIKE,
1573 STARTSWITH, ENDSWITH, =, and !=. Valid search fields are the core User
1574 fields, as well as custom fields, which are specified as "CF.1234" or
1579 Set($UserSearchFields, {
1580 EmailAddress => 'STARTSWITH',
1581 Name => 'STARTSWITH',
1585 =item C<$AllowUserAutocompleteForUnprivileged>
1587 Should unprivileged users (users of SelfService) be allowed to
1588 autocomplete users. Setting this option to 1 means unprivileged users
1589 will be able to search all your users.
1593 Set($AllowUserAutocompleteForUnprivileged, 0);
1595 =item C<$TicketAutocompleteFields>
1597 Specifies which fields of L<RT::Ticket> to match against and how to match each
1598 field when autocompleting users. Valid match methods are LIKE, STARTSWITH,
1599 ENDSWITH, C<=>, and C<!=>.
1601 Not all Ticket fields are publically accessible and hence won't work for
1602 autocomplete unless you override their accessibility using a local overlay or a
1603 plugin. Out of the box the following fields are public: id, Subject.
1607 Set( $TicketAutocompleteFields, {
1612 =item C<$DisplayTicketAfterQuickCreate>
1614 Enable this to redirect to the created ticket display page
1615 automatically when using QuickCreate.
1619 Set($DisplayTicketAfterQuickCreate, 0);
1621 =item C<$WikiImplicitLinks>
1623 Support implicit links in WikiText custom fields? Setting this to 1
1624 causes InterCapped or ALLCAPS words in WikiText fields to automatically
1625 become links to searches for those words. If used on Articles, it links
1626 to the Article with that name.
1630 Set($WikiImplicitLinks, 0);
1632 =item C<$PreviewScripMessages>
1634 Set C<$PreviewScripMessages> to 1 if the scrips preview on the ticket
1635 reply page should include the content of the messages to be sent.
1639 Set($PreviewScripMessages, 0);
1641 =item C<$SimplifiedRecipients>
1643 If C<$SimplifiedRecipients> is set, a simple list of who will receive
1644 B<any> kind of mail will be shown on the ticket reply page, instead of a
1645 detailed breakdown by scrip.
1649 Set($SimplifiedRecipients, 0);
1651 =item C<$HideResolveActionsWithDependencies>
1653 If set to 1, this option will skip ticket menu actions which can't be
1654 completed successfully because of outstanding active Depends On tickets.
1656 By default, all ticket actions are displayed in the menu even if some of
1657 them can't be successful until all Depends On links are resolved or
1658 transitioned to another inactive status.
1662 Set($HideResolveActionsWithDependencies, 0);
1672 =item C<$ArticleOnTicketCreate>
1674 Set this to 1 to display the Articles interface on the Ticket Create
1675 page in addition to the Reply/Comment page.
1679 Set($ArticleOnTicketCreate, 0);
1681 =item C<$HideArticleSearchOnReplyCreate>
1683 Set this to 1 to hide the search and include boxes from the Article
1684 UI. This assumes you have enabled Article Hotlist feature, otherwise
1685 you will have no access to Articles.
1689 Set($HideArticleSearchOnReplyCreate, 0);
1695 =head2 Message box properties
1699 =item C<$MessageBoxWidth>, C<$MessageBoxHeight>
1701 For message boxes, set the entry box width, height and what type of
1702 wrapping to use. These options can be overridden by users in their
1705 When the width is set to undef, no column count is specified and the
1706 message box will take up 100% of the available width. Combining this
1707 with HARD messagebox wrapping (below) is not recommended, as it will
1708 lead to inconsistent width in transactions between browsers.
1710 These settings only apply to the non-RichText message box. See below
1711 for Rich Text settings.
1715 Set($MessageBoxWidth, undef);
1716 Set($MessageBoxHeight, 15);
1718 =item C<$MessageBoxRichText>
1720 Should "rich text" editing be enabled? This option lets your users
1721 send HTML email messages from the web interface.
1725 Set($MessageBoxRichText, 1);
1727 =item C<$MessageBoxRichTextHeight>
1729 Height of rich text JavaScript enabled editing boxes (in pixels)
1733 Set($MessageBoxRichTextHeight, 200);
1735 =item C<$MessageBoxIncludeSignature>
1737 Should your users' signatures (from their Preferences page) be
1738 included in Comments and Replies.
1742 Set($MessageBoxIncludeSignature, 1);
1744 =item C<$MessageBoxIncludeSignatureOnComment>
1746 Should your users' signatures (from their Preferences page) be
1747 included in Comments. Setting this to 0 overrides
1748 C<$MessageBoxIncludeSignature>.
1752 Set($MessageBoxIncludeSignatureOnComment, 1);
1757 =head2 Transaction display
1761 =item C<$OldestTransactionsFirst>
1763 By default, RT shows newest transactions at the bottom of the ticket
1764 history page, if you want see them at the top set this to 0. This
1765 option can be overridden by users in their preferences.
1769 Set($OldestTransactionsFirst, 1);
1771 =item C<$ShowHistory>
1773 This option controls how history is shown on the ticket display page. It
1774 accepts one of three possible modes and is overrideable on a per-user
1775 preference level. If you regularly deal with long tickets and don't care much
1776 about the history, you may wish to change this option to C<click>.
1780 =item C<delay> (the default)
1782 When set to C<delay>, history is loaded via javascript after the rest of the
1783 page has been loaded. This speeds up apparent page load times and generally
1784 provides a smoother experience. You may notice slight delays before the ticket
1785 history appears on very long tickets.
1789 When set to C<click>, history is loaded on demand when a placeholder link is
1790 clicked. This speeds up ticket display page loads and history is never loaded
1795 When set to C<always>, history is loaded before showing the page. This ensures
1796 history is always available immediately, but at the expense of longer page load
1797 times. This behaviour was the default in RT 4.0.
1803 Set($ShowHistory, 'delay');
1805 =item C<$ShowBccHeader>
1807 By default, RT hides from the web UI information about blind copies
1808 user sent on reply or comment.
1812 Set($ShowBccHeader, 0);
1814 =item C<$TrustHTMLAttachments>
1816 If C<TrustHTMLAttachments> is not defined, we will display them as
1817 text. This prevents malicious HTML and JavaScript from being sent in a
1818 request (although there is probably more to it than that)
1822 Set($TrustHTMLAttachments, undef);
1824 =item C<$AlwaysDownloadAttachments>
1826 Always download attachments, regardless of content type. If set, this
1827 overrides C<TrustHTMLAttachments>.
1831 Set($AlwaysDownloadAttachments, undef);
1833 =item C<$PreferRichText>
1835 By default, RT shows rich text (HTML) messages if possible. If
1836 C<$PreferRichText> is set to 0, RT will show plain text messages in
1837 preference to any rich text alternatives.
1839 As a security precaution, RT limits the HTML that is displayed to a
1840 known-good subset -- as allowing arbitrary HTML to be displayed exposes
1841 multiple vectors for XSS and phishing attacks. If
1842 L</$TrustHTMLAttachments> is enabled, the original HTML is available for
1843 viewing via the "Download" link.
1845 If the optional L<HTML::Gumbo> dependency is installed, RT will leverage
1846 this to allow a broader set of HTML through, including tables.
1850 Set($PreferRichText, 1);
1852 =item C<$MaxInlineBody>
1854 C<$MaxInlineBody> is the maximum attachment size that we want to see
1855 inline when viewing a transaction. RT will inline any text if the
1856 value is undefined or 0. This option can be overridden by users in
1861 Set($MaxInlineBody, 120000);
1863 =item C<$ShowTransactionImages>
1865 By default, RT shows images attached to incoming (and outgoing) ticket
1866 updates inline. Set this variable to 0 if you'd like to disable that
1871 Set($ShowTransactionImages, 1);
1873 =item C<$ShowRemoteImages>
1875 By default, RT doesn't show remote images attached to incoming (and outgoing)
1876 ticket updates inline. Set this variable to 1 if you'd like to enable remote
1877 image display. Showing remote images may allow spammers and other senders to
1878 track when messages are viewed and see referer information.
1880 Note that this setting is independent of L</$ShowTransactionImages> above.
1884 Set($ShowRemoteImages, 0);
1886 =item C<$PlainTextMono>
1888 Normally plaintext attachments are displayed as HTML with line breaks
1889 preserved. This causes space- and tab-based formatting not to be
1890 displayed correctly. Set C<$PlainTextMono> to 1 to use a monospaced
1891 font and preserve formatting.
1895 Set($PlainTextMono, 0);
1897 =item C<$SuppressInlineTextFiles>
1899 If C<$SuppressInlineTextFiles> is set to 1, then uploaded text files
1900 (text-type attachments with file names) are prevented from being
1901 displayed in-line when viewing a ticket's history.
1905 Set($SuppressInlineTextFiles, undef);
1908 =item C<@Active_MakeClicky>
1910 MakeClicky detects various formats of data in headers and email
1911 messages, and extends them with supporting links. By default, RT
1912 provides two formats:
1914 * 'httpurl': detects http:// and https:// URLs and adds '[Open URL]'
1917 * 'httpurl_overwrite': also detects URLs as 'httpurl' format, but
1918 replaces the URL with a link. Enabled by default.
1920 See F<share/html/Elements/MakeClicky> for documentation on how to add
1921 your own styles of link detection.
1925 Set(@Active_MakeClicky, qw(httpurl_overwrite));
1927 =item C<$QuoteFolding>
1929 Quote folding is the hiding of old replies in transaction history.
1930 It defaults to on. Set this to 0 to disable it.
1934 Set($QuoteFolding, 1);
1936 =item C<$AllowLoginPasswordAutoComplete>
1938 Allow browsers to remember the user's password on login (in case the
1939 browser can do so, and has the appropriate setting enabled). Default
1944 Set($AllowLoginPasswordAutoComplete, 0);
1949 =head1 Application logic
1953 =item C<$ParseNewMessageForTicketCcs>
1955 If C<$ParseNewMessageForTicketCcs> is set to 1, RT will attempt to
1956 divine Ticket 'Cc' watchers from the To and Cc lines of incoming
1957 messages that create new Tickets. This option does not apply to replies
1958 or comments on existing Tickets. Be forewarned that if you have I<any>
1959 addresses which forward mail to RT automatically and you enable this
1960 option without modifying C<$RTAddressRegexp> below, you will get
1961 yourself into a heap of trouble.
1965 Set($ParseNewMessageForTicketCcs, undef);
1967 =item C<$UseTransactionBatch>
1969 Set C<$UseTransactionBatch> to 1 to execute transactions in batches,
1970 such that a resolve and comment (for example) would happen
1971 simultaneously, instead of as two transactions, unaware of each
1976 Set($UseTransactionBatch, 1);
1978 =item C<$StrictLinkACL>
1980 When this feature is enabled a user needs I<ModifyTicket> rights on
1981 both tickets to link them together; otherwise, I<ModifyTicket> rights
1982 on either of them is sufficient.
1986 Set($StrictLinkACL, 1);
1988 =item C<$RedistributeAutoGeneratedMessages>
1990 Should RT redistribute correspondence that it identifies as machine
1991 generated? A 1 will do so; setting this to 0 will cause no
1992 such messages to be redistributed. You can also use 'privileged' (the
1993 default), which will redistribute only to privileged users. This helps
1994 to protect against malformed bounces and loops caused by auto-created
1995 requestors with bogus addresses.
1999 Set($RedistributeAutoGeneratedMessages, "privileged");
2001 =item C<$ApprovalRejectionNotes>
2003 Should rejection notes from approvals be sent to the requestors?
2007 Set($ApprovalRejectionNotes, 1);
2009 =item C<$ForceApprovalsView>
2011 Should approval tickets only be viewed and modified through the standard
2012 approval interface? With this setting enabled (by default), any attempt to use
2013 the normal ticket display and modify page for approval tickets will be
2016 For example, with this option set to 1 and an approval ticket #123:
2018 /Ticket/Display.html?id=123
2022 /Approval/Display.html?id=123
2024 With this option set to 0, the redirect won't happen.
2030 Set($ForceApprovalsView, 1);
2032 =head1 Extra security
2034 This is a list of extra security measures to enable that help keep your RT
2035 safe. If you don't know what these mean, you should almost certainly leave the
2040 =item C<$DisallowExecuteCode>
2042 If set to 1, the C<ExecuteCode> right will be removed from
2043 all users, B<including> the superuser. This is intended for when RT is
2044 installed into a shared environment where even the superuser should not
2045 be allowed to run arbitrary Perl code on the server via scrips.
2049 Set($DisallowExecuteCode, 0);
2051 =item C<$Framebusting>
2053 If set to 0, framekiller javascript will be disabled and the
2054 X-Frame-Options: DENY header will be suppressed from all responses.
2055 This disables RT's clickjacking protection.
2059 Set($Framebusting, 1);
2061 =item C<$RestrictReferrer>
2063 If set to 0, the HTTP C<Referer> (sic) header will not be
2064 checked to ensure that requests come from RT's own domain. As RT allows
2065 for GET requests to alter state, disabling this opens RT up to
2066 cross-site request forgery (CSRF) attacks.
2070 Set($RestrictReferrer, 1);
2072 =item C<$RestrictLoginReferrer>
2074 If set to 0, RT will allow the user to log in from any link
2075 or request, merely by passing in C<user> and C<pass> parameters; setting
2076 it to 1 forces all logins to come from the login box, so the
2077 user is aware that they are being logged in. The default is off, for
2078 backwards compatability.
2082 Set($RestrictLoginReferrer, 0);
2084 =item C<@ReferrerWhitelist>
2086 This is a list of hostname:port combinations that RT will treat as being
2087 part of RT's domain. This is particularly useful if you access RT as
2088 multiple hostnames or have an external auth system that needs to
2089 redirect back to RT once authentication is complete.
2091 Set(@ReferrerWhitelist, qw(www.example.com:443 www3.example.com:80));
2093 If the "RT has detected a possible cross-site request forgery" error is triggered
2094 by a host:port sent by your browser that you believe should be valid, you can copy
2095 the host:port from the error message into this list.
2097 Simple wildcards, similar to SSL certificates, are allowed. For example:
2099 *.example.com:80 # matches foo.example.com
2100 # but not example.com
2101 # or foo.bar.example.com
2103 www*.example.com:80 # matches www3.example.com
2104 # and www-test.example.com
2105 # and www.example.com
2109 Set(@ReferrerWhitelist, qw());
2111 =item C<%ReferrerComponents>
2113 C<%ReferrerComponents> is the hash to customize referrer checking behavior when
2114 C<$RestrictReferrer> is enabled, where you can whitelist or blacklist the
2115 components along with their query args. e.g.
2117 Set( %ReferrerComponents,
2118 ( '/Foo.html' => 1, '/Bar.html' => 0, '/Baz.html' => [ 'id', 'results' ] )
2121 With this, '/Foo.html' will be whitelisted, and '/Bar.html' will be blacklisted.
2122 '/Baz.html' with id/results query arguments will be whitelisted but blacklisted
2123 if there are other query arguments.
2127 Set( %ReferrerComponents );
2129 =item C<$BcryptCost>
2131 This sets the default cost parameter used for the C<bcrypt> key
2132 derivation function. Valid values range from 4 to 31, inclusive, with
2133 higher numbers denoting greater effort.
2137 Set($BcryptCost, 11);
2143 =head1 Authorization and user configuration
2147 =item C<$WebRemoteUserAuth>
2149 If C<$WebRemoteUserAuth> is defined, RT will defer to the environment's
2150 REMOTE_USER variable, which should be set by the webserver's
2151 authentication layer.
2155 Set($WebRemoteUserAuth, undef);
2157 =item C<$WebRemoteUserContinuous>
2159 If C<$WebRemoteUserContinuous> is defined, RT will check for the
2160 REMOTE_USER on each access. If you would prefer this to only happen
2161 once (at initial login) set this to 0. The default
2162 setting will help ensure that if your webserver's authentication layer
2163 deauthenticates a user, RT notices as soon as possible.
2167 Set($WebRemoteUserContinuous, 1);
2169 =item C<$WebFallbackToRTLogin>
2171 If C<$WebFallbackToRTLogin> is defined, the user is allowed a
2172 chance of fallback to the login screen, even if REMOTE_USER failed.
2176 Set($WebFallbackToRTLogin, undef);
2178 =item C<$WebRemoteUserGecos>
2180 C<$WebRemoteUserGecos> means to match 'gecos' field as the user
2181 identity; useful with C<mod_auth_external>.
2185 Set($WebRemoteUserGecos, undef);
2187 =item C<$WebRemoteUserAutocreate>
2189 C<$WebRemoteUserAutocreate> will create users under the same name as
2190 REMOTE_USER upon login, if they are missing from the Users table.
2194 Set($WebRemoteUserAutocreate, undef);
2196 =item C<$UserAutocreateDefaultsOnLogin>
2198 If C<$WebRemoteUserAutocreate> is set to 1, C<$UserAutocreateDefaultsOnLogin>
2199 will be passed to L<RT::User/Create>. Use it to set defaults, such as
2200 creating unprivileged users with C<<{ Privileged => 0 }>>. This must be
2205 Set($UserAutocreateDefaultsOnLogin, undef);
2207 =item C<$WebSessionClass>
2209 C<$WebSessionClass> is the class you wish to use for storing sessions. On
2210 MySQL, Pg, and Oracle it defaults to using your database, in other cases
2211 sessions are stored in files using L<Apache::Session::File>. Other installed
2212 Apache::Session::* modules can be used to store sessions.
2214 Set($WebSessionClass, "Apache::Session::File");
2218 Set($WebSessionClass, undef);
2220 =item C<%WebSessionProperties>
2222 C<%WebSessionProperties> is the hash to configure class L</$WebSessionClass>
2223 in case custom class is used. By default it's empty and values are picked
2224 depending on the class. Make sure that it's empty if you're using DB as session
2229 Set( %WebSessionProperties );
2231 =item C<$AutoLogoff>
2233 By default, RT's user sessions persist until a user closes his or her
2234 browser. With the C<$AutoLogoff> option you can setup session lifetime
2235 in minutes. A user will be logged out if he or she doesn't send any
2236 requests to RT for the defined time.
2240 Set($AutoLogoff, 0);
2242 =item C<$LogoutRefresh>
2244 The number of seconds to wait after logout before sending the user to
2245 the login page. By default, 1 second, though you may want to increase
2246 this if you display additional information on the logout page.
2250 Set($LogoutRefresh, 1);
2252 =item C<$WebSecureCookies>
2254 By default, RT's session cookie isn't marked as "secure". Some web
2255 browsers will treat secure cookies more carefully than non-secure
2256 ones, being careful not to write them to disk, only sending them over
2257 an SSL secured connection, and so on. To enable this behavior, set
2258 C<$WebSecureCookies> to 1. NOTE: You probably don't want to turn this
2259 on I<unless> users are only connecting via SSL encrypted HTTPS
2264 Set($WebSecureCookies, 0);
2266 =item C<$WebHttpOnlyCookies>
2268 Default RT's session cookie to not being directly accessible to
2269 javascript. The content is still sent during regular and AJAX requests,
2270 and other cookies are unaffected, but the session-id is less
2271 programmatically accessible to javascript. Turning this off should only
2272 be necessary in situations with odd client-side authentication
2277 Set($WebHttpOnlyCookies, 1);
2279 =item C<$MinimumPasswordLength>
2281 C<$MinimumPasswordLength> defines the minimum length for user
2282 passwords. Setting it to 0 disables this check.
2286 Set($MinimumPasswordLength, 5);
2291 =head1 Internationalization
2295 =item C<@LexiconLanguages>
2297 An array that contains languages supported by RT's
2298 internationalization interface. Defaults to all *.po lexicons;
2299 setting it to C<qw(en ja)> will make RT bilingual instead of
2300 multilingual, but will save some memory.
2304 Set(@LexiconLanguages, qw(*));
2306 =item C<@EmailInputEncodings>
2308 An array that contains default encodings used to guess which charset
2309 an attachment uses, if it does not specify one explicitly. All
2310 options must be recognized by L<Encode::Guess>. The first element may
2311 also be '*', which enables encoding detection using
2312 L<Encode::Detect::Detector>, if installed.
2316 Set(@EmailInputEncodings, qw(utf-8 iso-8859-1 us-ascii));
2318 =item C<$EmailOutputEncoding>
2320 The charset for localized email. Must be recognized by Encode.
2324 Set($EmailOutputEncoding, "utf-8");
2334 =head1 Date and time handling
2338 =item C<$DateTimeFormat>
2340 You can choose date and time format. See the "Output formatters"
2341 section in perldoc F<lib/RT/Date.pm> for more options. This option
2342 can be overridden by users in their preferences.
2346 C<Set($DateTimeFormat, "LocalizedDateTime");>
2347 C<Set($DateTimeFormat, { Format => "ISO", Seconds => 0 });>
2348 C<Set($DateTimeFormat, "RFC2822");>
2349 C<Set($DateTimeFormat, { Format => "RFC2822", Seconds => 0, DayOfWeek => 0 });>
2353 Set($DateTimeFormat, "DefaultFormat");
2355 # Next two options are for Time::ParseDate
2357 =item C<$DateDayBeforeMonth>
2359 Set this to 1 if your local date convention looks like "dd/mm/yy"
2360 instead of "mm/dd/yy". Used only for parsing, not for displaying
2365 Set($DateDayBeforeMonth, 1);
2367 =item C<$AmbiguousDayInPast>, C<$AmbiguousDayInFuture>
2369 Should an unspecified day or year in a date refer to a future or a
2370 past value? For example, should a date of "Tuesday" default to mean
2371 the date for next Tuesday or last Tuesday? Should the date "March 1"
2372 default to the date for next March or last March?
2374 Set C<$AmbiguousDayInPast> for the last date, or
2375 C<$AmbiguousDayInFuture> for the next date; the default is usually
2376 correct. If both are set, C<$AmbiguousDayInPast> takes precedence.
2380 Set($AmbiguousDayInPast, 0);
2381 Set($AmbiguousDayInFuture, 0);
2383 =item C<$DefaultTimeUnitsToHours>
2385 Use this to set the default units for time entry to hours instead of
2386 minutes. Note that this only effects entry, not display.
2390 Set($DefaultTimeUnitsToHours, 0);
2392 =item C<$SimpleSearchIncludeResolved>
2394 By default, the simple ticket search in the top bar excludes "resolved" tickets
2395 unless a status argument is specified. Set this to a true value to include
2400 Set($SimpleSearchIncludeResolved, 0);
2402 =item C<$TimeInICal>
2404 By default, events in the iCal feed on the ticket search page
2405 contain only dates, making them all day calendar events. Set
2406 C<$TimeInICal> if you have start or due dates on tickets that
2407 have significant time values and you want those times to be
2408 included in the events in the iCal feed.
2410 This option can also be set as an individual user preference.
2414 Set($TimeInICal, 0);
2422 A complete description of RT's cryptography capabilities can be found in
2423 L<RT::Crypt>. At this moment, GnuPG (PGP) and SMIME security protocols are
2430 The following options apply to all cryptography protocols.
2432 By default, all enabled security protocols will analyze each incoming
2433 email. You may set C<Incoming> to a subset of this list, if some enabled
2434 protocols do not apply to incoming mail; however, this is usually
2435 unnecessary. Note that for any verification or decryption to occur for
2436 incoming mail, the C<Auth::Crypt> mail plugin must be added to
2437 L</@MailPlugins> as specified in L<RT::Crypt/Handling incoming messages>.
2439 For outgoing emails, the first security protocol from the above list is
2440 used. Use the C<Outgoing> option to set a security protocol that should
2441 be used in outgoing emails. At this moment, only one protocol can be
2442 used to protect outgoing emails.
2444 Set C<RejectOnUnencrypted> to 1 if all incoming email must be
2445 properly encrypted. All unencrypted emails will be rejected by RT.
2447 Set C<RejectOnMissingPrivateKey> to 0 if you don't want to reject
2448 emails encrypted for key RT doesn't have and can not decrypt.
2450 Set C<RejectOnBadData> to 0 if you don't want to reject letters
2451 with incorrect data.
2453 If you want to allow people to encrypt attachments inside the DB then
2454 set C<AllowEncryptDataInDB> to 1.
2456 Set C<Dashboards> to a hash with Encrypt and Sign keys to control
2457 whether dashboards should be encrypted and/or signed correspondingly.
2458 By default they are not encrypted or signed.
2465 Incoming => undef, # ['GnuPG', 'SMIME']
2466 Outgoing => undef, # 'SMIME'
2468 RejectOnUnencrypted => 0,
2469 RejectOnMissingPrivateKey => 1,
2470 RejectOnBadData => 1,
2472 AllowEncryptDataInDB => 0,
2480 =head2 SMIME configuration
2482 A full description of the SMIME integration can be found in
2483 L<RT::Crypt::SMIME>.
2489 Set C<Enable> to 0 or 1 to disable or enable SMIME for
2490 encrypting and signing messages.
2492 Set C<OpenSSL> to path to F<openssl> executable.
2494 Set C<Keyring> to directory with key files. Key and certificates should
2495 be stored in a PEM file in this directory named named, e.g.,
2496 F<email.address@example.com.pem>.
2498 Set C<CAPath> to either a PEM-formatted certificate of a single signing
2499 certificate authority, or a directory of such (including hash symlinks
2500 as created by the openssl tool C<c_rehash>). Only SMIME certificates
2501 signed by these certificate authorities will be treated as valid
2502 signatures. If left unset (and C<AcceptUntrustedCAs> is unset, as it is
2503 by default), no signatures will be marked as valid!
2505 Set C<AcceptUntrustedCAs> to allow arbitrary SMIME certificates, no
2506 matter their signing entities. Such mails will be marked as untrusted,
2507 but signed; C<CAPath> will be used to mark which mails are signed by
2508 trusted certificate authorities. This configuration is generally
2509 insecure, as it allows the possibility of accepting forged mail signed
2510 by an untrusted certificate authority.
2512 Setting C<AcceptUntrustedCAs> also allows encryption to users with
2513 certificates created by untrusted CAs.
2515 Set C<Passphrase> to a scalar (to use for all keys), an anonymous
2516 function, or a hash (to look up by address). If the hash is used, the
2517 '' key is used as a default.
2519 See L<RT::Crypt::SMIME> for details.
2526 Enable => @RT_SMIME@,
2527 OpenSSL => 'openssl',
2528 Keyring => q{@RT_VAR_PATH@/data/smime},
2530 AcceptUntrustedCAs => undef,
2531 Passphrase => undef,
2534 =head2 GnuPG configuration
2536 A full description of the (somewhat extensive) GnuPG integration can
2537 be found by running the command `perldoc L<RT::Crypt::GnuPG>` (or
2538 `perldoc lib/RT/Crypt/GnuPG.pm` from your RT install directory).
2544 Set C<Enable> to 0 or 1 to disable or enable GnuPG interfaces
2545 for encrypting and signing outgoing messages.
2547 Set C<GnuPG> to the name or path of the gpg binary to use.
2549 Set C<Passphrase> to a scalar (to use for all keys), an anonymous
2550 function, or a hash (to look up by address). If the hash is used, the
2551 '' key is used as a default.
2553 Set C<OutgoingMessagesFormat> to 'inline' to use inline encryption and
2554 signatures instead of 'RFC' (GPG/MIME: RFC3156 and RFC1847) format.
2561 Passphrase => undef,
2562 OutgoingMessagesFormat => "RFC", # Inline
2565 =item C<%GnuPGOptions>
2567 Options to pass to the GnuPG program.
2569 If you override this in your RT_SiteConfig, you should be sure to
2570 include a homedir setting.
2572 Note that options with '-' character MUST be quoted.
2577 homedir => q{@RT_VAR_PATH@/data/gpg},
2579 # URL of a keyserver
2580 # keyserver => 'hkp://subkeys.pgp.net',
2582 # enables the automatic retrieving of keys when verifying signatures
2583 # 'keyserver-options' => 'auto-key-retrieve',
2592 =head2 Lifecycle definitions
2594 Each lifecycle is a list of possible statuses split into three logic
2595 sets: B<initial>, B<active> and B<inactive>. Each status in a
2596 lifecycle must be unique. (Statuses may not be repeated across sets.)
2597 Each set may have any number of statuses.
2603 active => ['open', 'stalled'],
2604 inactive => ['resolved', 'rejected', 'deleted'],
2608 Status names can be from 1 to 64 ASCII characters. Statuses are
2609 localized using RT's standard internationalization and localization
2616 You can define multiple B<initial> statuses for tickets in a given
2619 RT will automatically set its B<Started> date when you change a
2620 ticket's status from an B<initial> state to an B<active> or
2625 B<Active> tickets are "currently in play" - they're things that are
2626 being worked on and not yet complete.
2630 B<Inactive> tickets are typically in their "final resting state".
2632 While you're free to implement a workflow that ignores that
2633 description, typically once a ticket enters an inactive state, it will
2634 never again enter an active state.
2636 RT will automatically set the B<Resolved> date when a ticket's status
2637 is changed from an B<Initial> or B<Active> status to an B<Inactive>
2640 B<deleted> is still a special status and protected by the
2641 B<DeleteTicket> right, unless you re-defined rights (read below). If
2642 you don't want to allow ticket deletion at any time simply don't
2643 include it in your lifecycle.
2647 Statuses in each set are ordered and listed in the UI in the defined
2650 Changes between statuses are constrained by transition rules, as
2653 =head2 Default values
2655 In some cases a default value is used to display in UI or in API when
2656 value is not provided. You can configure defaults using the following
2663 on_resolve => 'resolved',
2668 The following defaults are used.
2674 If you (or your code) doesn't specify a status when creating a ticket,
2675 RT will use the this status. See also L</Statuses available during
2680 When tickets are merged, the status of the ticket that was merged
2681 away is forced to this value. It should be one of inactive statuses;
2682 'resolved' or its equivalent is most probably the best candidate.
2686 When an approval is accepted, the status of depending tickets will
2687 be changed to this value.
2691 When an approval is denied, the status of depending tickets will
2692 be changed to this value.
2694 =item reminder_on_open
2696 When a reminder is opened, the status will be changed to this value.
2698 =item reminder_on_resolve
2700 When a reminder is resolved, the status will be changed to this value.
2704 =head2 Transitions between statuses and UI actions
2706 A B<Transition> is a change of status from A to B. You should define
2707 all possible transitions in each lifecycle using the following format:
2712 '' => [qw(new open resolved)],
2713 new => [qw(open resolved rejected deleted)],
2714 open => [qw(stalled resolved rejected deleted)],
2715 stalled => [qw(open)],
2716 resolved => [qw(open)],
2717 rejected => [qw(open)],
2718 deleted => [qw(open)],
2723 The order of items in the listing for each transition line affects
2724 the order they appear in the drop-down. If you change the config
2725 for 'open' state listing to:
2727 open => [qw(stalled rejected deleted resolved)],
2729 then the 'resolved' status will appear as the last item in the drop-down.
2731 =head3 Statuses available during ticket creation
2733 By default users can create tickets with a status of new,
2734 open, or resolved, but cannot create tickets with a status of
2735 rejected, stalled, or deleted. If you want to change the statuses
2736 available during creation, update the transition from '' (empty
2737 string), like in the example above.
2739 =head3 Protecting status changes with rights
2741 A transition or group of transitions can be protected by a specific
2742 right. Additionally, you can name new right names, which will be added
2743 to the system to control that transition. For example, if you wished to
2744 create a lesser right than ModifyTicket for rejecting tickets, you could
2750 '* -> deleted' => 'DeleteTicket',
2751 '* -> rejected' => 'RejectTicket',
2752 '* -> *' => 'ModifyTicket',
2757 This would create a new C<RejectTicket> right in the system which you
2758 could assign to whatever groups you choose.
2760 On the left hand side you can have the following variants:
2767 Valid transitions are listed in order of priority. If a user attempts
2768 to change a ticket's status from B<new> to B<open> then the lifecycle
2769 is checked for presence of an exact match, then for 'any to B<open>',
2770 'B<new> to any' and finally 'any to any'.
2772 If you don't define any rights, or there is no match for a transition,
2773 RT will use the B<DeleteTicket> or B<ModifyTicket> as appropriate.
2775 =head3 Labeling and defining actions
2777 For each transition you can define an action that will be shown in the
2778 UI; each action annotated with a label and an update type.
2780 Each action may provide a default update type, which can be
2781 B<Comment>, B<Respond>, or absent. For example, you may want your
2782 staff to write a reply to the end user when they change status from
2783 B<new> to B<open>, and thus set the update to B<Respond>. Neither
2784 B<Comment> nor B<Respond> are mandatory, and user may leave the
2785 message empty, regardless of the update type.
2787 This configuration can be used to accomplish what
2788 $ResolveDefaultUpdateType was used for in RT 3.8.
2790 Use the following format to define labels and actions of transitions:
2795 'new -> open' => { label => 'Open it', update => 'Respond' },
2796 'new -> resolved' => { label => 'Resolve', update => 'Comment' },
2797 'new -> rejected' => { label => 'Reject', update => 'Respond' },
2798 'new -> deleted' => { label => 'Delete' },
2800 'open -> stalled' => { label => 'Stall', update => 'Comment' },
2801 'open -> resolved' => { label => 'Resolve', update => 'Comment' },
2802 'open -> rejected' => { label => 'Reject', update => 'Respond' },
2804 'stalled -> open' => { label => 'Open it' },
2805 'resolved -> open' => { label => 'Re-open', update => 'Comment' },
2806 'rejected -> open' => { label => 'Re-open', update => 'Comment' },
2807 'deleted -> open' => { label => 'Undelete' },
2812 In addition, you may define multiple actions for the same transition.
2813 Alternately, you may use '* -> x' to match more than one transition.
2820 'new -> rejected' => { label => 'Reject', update => 'Respond' },
2821 'new -> rejected' => { label => 'Quick Reject' },
2823 '* -> deleted' => { label => 'Delete' },
2829 =head2 Moving tickets between queues with different lifecycles
2831 Unless there is an explicit mapping between statuses in two different
2832 lifecycles, you can not move tickets between queues with these
2833 lifecycles -- even if both use the exact same set of statuses.
2834 Such a mapping is defined as follows:
2837 'from lifecycle -> to lifecycle' => {
2838 'status in left lifecycle' => 'status in right lifecycle',
2848 initial => [qw(new)], # loc_qw
2849 active => [qw(open stalled)], # loc_qw
2850 inactive => [qw(resolved rejected deleted)], # loc_qw
2854 on_merge => 'resolved',
2856 denied => 'rejected',
2857 reminder_on_open => 'open',
2858 reminder_on_resolve => 'resolved',
2862 "" => [qw(new open resolved)],
2864 # from => [ to list ],
2865 new => [qw( open stalled resolved rejected deleted)],
2866 open => [qw(new stalled resolved rejected deleted)],
2867 stalled => [qw(new open rejected resolved deleted)],
2868 resolved => [qw(new open stalled rejected deleted)],
2869 rejected => [qw(new open stalled resolved deleted)],
2870 deleted => [qw(new open stalled rejected resolved )],
2873 '* -> deleted' => 'DeleteTicket',
2874 '* -> *' => 'ModifyTicket',
2877 'new -> open' => { label => 'Open It', update => 'Respond' }, # loc{label}
2878 'new -> resolved' => { label => 'Resolve', update => 'Comment' }, # loc{label}
2879 'new -> rejected' => { label => 'Reject', update => 'Respond' }, # loc{label}
2880 'new -> deleted' => { label => 'Delete', }, # loc{label}
2881 'open -> stalled' => { label => 'Stall', update => 'Comment' }, # loc{label}
2882 'open -> resolved' => { label => 'Resolve', update => 'Comment' }, # loc{label}
2883 'open -> rejected' => { label => 'Reject', update => 'Respond' }, # loc{label}
2884 'stalled -> open' => { label => 'Open It', }, # loc{label}
2885 'resolved -> open' => { label => 'Re-open', update => 'Comment' }, # loc{label}
2886 'rejected -> open' => { label => 'Re-open', update => 'Comment' }, # loc{label}
2887 'deleted -> open' => { label => 'Undelete', }, # loc{label}
2890 # don't change lifecyle of the approvals, they are not capable to deal with
2893 initial => [ 'new' ],
2894 active => [ 'open', 'stalled' ],
2895 inactive => [ 'resolved', 'rejected', 'deleted' ],
2899 on_merge => 'resolved',
2900 reminder_on_open => 'open',
2901 reminder_on_resolve => 'resolved',
2905 '' => [qw(new open resolved)],
2907 # from => [ to list ],
2908 new => [qw(open stalled resolved rejected deleted)],
2909 open => [qw(new stalled resolved rejected deleted)],
2910 stalled => [qw(new open rejected resolved deleted)],
2911 resolved => [qw(new open stalled rejected deleted)],
2912 rejected => [qw(new open stalled resolved deleted)],
2913 deleted => [qw(new open stalled rejected resolved)],
2916 '* -> deleted' => 'DeleteTicket',
2917 '* -> rejected' => 'ModifyTicket',
2918 '* -> *' => 'ModifyTicket',
2921 'new -> open' => { label => 'Open It', update => 'Respond' }, # loc{label}
2922 'new -> resolved' => { label => 'Resolve', update => 'Comment' }, # loc{label}
2923 'new -> rejected' => { label => 'Reject', update => 'Respond' }, # loc{label}
2924 'new -> deleted' => { label => 'Delete', }, # loc{label}
2925 'open -> stalled' => { label => 'Stall', update => 'Comment' }, # loc{label}
2926 'open -> resolved' => { label => 'Resolve', update => 'Comment' }, # loc{label}
2927 'open -> rejected' => { label => 'Reject', update => 'Respond' }, # loc{label}
2928 'stalled -> open' => { label => 'Open It', }, # loc{label}
2929 'resolved -> open' => { label => 'Re-open', update => 'Comment' }, # loc{label}
2930 'rejected -> open' => { label => 'Re-open', update => 'Comment' }, # loc{label}
2931 'deleted -> open' => { label => 'Undelete', }, # loc{label}
2940 =head1 Administrative interface
2944 =item C<$ShowRTPortal>
2946 RT can show administrators a feed of recent RT releases and other
2947 related announcements and information from Best Practical on the top
2948 level Admin page. This feature helps you stay up to date on
2949 RT security announcements and version updates.
2951 RT provides this feature using an "iframe" on C</Admin/index.html>
2952 which asks the administrator's browser to show an inline page from
2953 Best Practical's website.
2955 If you'd rather not make this feature available to your
2956 administrators, set C<$ShowRTPortal> to 0.
2960 Set($ShowRTPortal, 1);
2962 =item C<%AdminSearchResultFormat>
2964 In the admin interface, format strings similar to tickets result
2965 formats are used. Use C<%AdminSearchResultFormat> to define the format
2966 strings used in the admin interface on a per-RT-class basis.
2970 Set(%AdminSearchResultFormat,
2972 q{'<a href="__WebPath__/Admin/Queues/Modify.html?id=__id__">__id__</a>/TITLE:#'}
2973 .q{,'<a href="__WebPath__/Admin/Queues/Modify.html?id=__id__">__Name__</a>/TITLE:Name'}
2974 .q{,__Description__,__Address__,__Priority__,__DefaultDueIn__,__Lifecycle__,__SubjectTag__,__Disabled__},
2977 q{'<a href="__WebPath__/Admin/Groups/Modify.html?id=__id__">__id__</a>/TITLE:#'}
2978 .q{,'<a href="__WebPath__/Admin/Groups/Modify.html?id=__id__">__Name__</a>/TITLE:Name'}
2979 .q{,'__Description__',__Disabled__},
2982 q{'<a href="__WebPath__/Admin/Users/Modify.html?id=__id__">__id__</a>/TITLE:#'}
2983 .q{,'<a href="__WebPath__/Admin/Users/Modify.html?id=__id__">__Name__</a>/TITLE:Name'}
2984 .q{,__RealName__, __EmailAddress__,__Disabled__},
2987 q{'<a href="__WebPath__/Admin/CustomFields/Modify.html?id=__id__">__id__</a>/TITLE:#'}
2988 .q{,'<a href="__WebPath__/Admin/CustomFields/Modify.html?id=__id__">__Name__</a>/TITLE:Name'}
2989 .q{,__AddedTo__, __FriendlyType__, __FriendlyPattern__,__Disabled__},
2992 q{'<a href="__WebPath__/Admin/Scrips/Modify.html?id=__id____From__">__id__</a>/TITLE:#'}
2993 .q{,'<a href="__WebPath__/Admin/Scrips/Modify.html?id=__id____From__">__Description__</a>/TITLE:Description'}
2994 .q{,__Condition__, __Action__, __Template__, __Disabled__},
2997 q{'<a href="__WebPath__/__WebRequestPathDir__/Template.html?Queue=__QueueId__&Template=__id__">__id__</a>/TITLE:#'}
2998 .q{,'<a href="__WebPath__/__WebRequestPathDir__/Template.html?Queue=__QueueId__&Template=__id__">__Name__</a>/TITLE:Name'}
2999 .q{,'__Description__','__UsedBy__','__IsEmpty__'},
3001 q{ '<a href="__WebPath__/Admin/Articles/Classes/Modify.html?id=__id__">__id__</a>/TITLE:#'}
3002 .q{,'<a href="__WebPath__/Admin/Articles/Classes/Modify.html?id=__id__">__Name__</a>/TITLE:Name'}
3003 .q{,__Description__,__Disabled__},
3006 =item C<%AdminSearchResultRows>
3008 Use C<%AdminSearchResultRows> to define the search result rows in the admin
3009 interface on a per-RT-class basis.
3013 Set(%AdminSearchResultRows,
3028 =head1 Development options
3034 RT comes with a "Development mode" setting. This setting, as a
3035 convenience for developers, turns on several of development options
3036 that you most likely don't want in production:
3042 Disables CSS and JS minification and concatenation. Both CSS and JS
3043 will be instead be served as a number of individual smaller files,
3044 unchanged from how they are stored on disk.
3048 Uses L<Module::Refresh> to reload changed Perl modules on each
3053 Turns off Mason's C<static_source> directive; this causes Mason to
3054 reload template files which have been modified on disk.
3058 Turns on Mason's HTML C<error_format>; this renders compilation errors
3059 to the browser, along with a full stack trace. It is possible for
3060 stack traces to reveal sensitive information such as passwords or
3065 Turns off caching of callbacks; this enables additional callbacks to
3066 be added while the server is running.
3075 =item C<$RecordBaseClass>
3077 What abstract base class should RT use for its records. You should
3078 probably never change this.
3080 Valid values are C<DBIx::SearchBuilder::Record> or
3081 C<DBIx::SearchBuilder::Record::Cachable>
3085 Set($RecordBaseClass, "DBIx::SearchBuilder::Record::Cachable");
3088 =item C<@MasonParameters>
3090 C<@MasonParameters> is the list of parameters for the constructor of
3091 HTML::Mason's Apache or CGI Handler. This is normally only useful for
3092 debugging, e.g. profiling individual components with:
3094 use MasonX::Profiler; # available on CPAN
3095 Set(@MasonParameters, (preamble => 'my $p = MasonX::Profiler->new($m, $r);'));
3099 Set(@MasonParameters, ());
3101 =item C<$StatementLog>
3103 RT has rudimentary SQL statement logging support; simply set
3104 C<$StatementLog> to be the level that you wish SQL statements to be
3107 Enabling this option will also expose the SQL Queries page in the
3108 Admin -> Tools menu for SuperUsers.
3112 Set($StatementLog, undef);