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<$OverrideMailPrecedence>
628 C<$OverrideMailPrecedence> is used for overwriting the C<$DefaultMailPrecedence>
631 The option is a hash reference of queue id/name to precedence. If you set the
632 precedence to C<undef>, a Precedence header will not be added to the mail.
634 This option only works if C<$DefaultMailPrecedence> is enabled.
638 Set($OverrideMailPrecedence, {
639 # 'Queue 1' => "list",
640 # 'Queue 2' => undef,
643 =item C<$DefaultErrorMailPrecedence>
645 C<$DefaultErrorMailPrecedence> is used to control the default
646 Precedence level of outgoing mail that indicates some kind of error
647 condition. By default it is C<bulk>, but if you only send mail to your
648 staff, you may wish to change it.
650 If you set this value to C<undef> then we do not add a Precedence
651 header to error mail.
655 Set($DefaultErrorMailPrecedence, "bulk");
657 =item C<$UseOriginatorHeader>
659 C<$UseOriginatorHeader> is used to control the insertion of an
660 RT-Originator Header in every outgoing mail, containing the mail
661 address of the transaction creator.
665 Set($UseOriginatorHeader, 1);
667 =item C<$UseFriendlyFromLine>
669 By default, RT sets the outgoing mail's "From:" header to "SenderName
670 via RT". Setting C<$UseFriendlyFromLine> to 0 disables it.
674 Set($UseFriendlyFromLine, 1);
676 =item C<$FriendlyFromLineFormat>
678 C<sprintf()> format of the friendly 'From:' header; its arguments are
679 SenderName and SenderEmailAddress.
683 Set($FriendlyFromLineFormat, "\"%s via RT\" <%s>");
685 =item C<$UseFriendlyToLine>
687 RT can optionally set a "Friendly" 'To:' header when sending messages
688 to Ccs or AdminCcs (rather than having a blank 'To:' header.
690 This feature DOES NOT WORK WITH SENDMAIL[tm] BRAND SENDMAIL. If you
691 are using sendmail, rather than postfix, qmail, exim or some other
692 MTA, you _must_ disable this option.
696 Set($UseFriendlyToLine, 0);
698 =item C<$FriendlyToLineFormat>
700 C<sprintf()> format of the friendly 'To:' header; its arguments are
701 WatcherType and TicketId.
705 Set($FriendlyToLineFormat, "\"%s of ". RT->Config->Get('rtname') ." Ticket #%s\":;");
707 =item C<$NotifyActor>
709 By default, RT doesn't notify the person who performs an update, as
710 they already know what they've done. If you'd like to change this
711 behavior, Set C<$NotifyActor> to 1
715 Set($NotifyActor, 0);
717 =item C<$RecordOutgoingEmail>
719 By default, RT records each message it sends out to its own internal
720 database. To change this behavior, set C<$RecordOutgoingEmail> to 0
722 If this is disabled, users' digest mail delivery preferences
723 (i.e. EmailFrequency) will also be ignored.
727 Set($RecordOutgoingEmail, 1);
729 =item C<$VERPPrefix>, C<$VERPDomain>
731 Setting these options enables VERP support
732 L<http://cr.yp.to/proto/verp.txt>.
734 Uncomment the following two directives to generate envelope senders
735 of the form C<${VERPPrefix}${originaladdress}@${VERPDomain}>
736 (i.e. rt-jesse=fsck.com@rt.example.com ).
738 This currently only works with sendmail and sendmailpipe.
742 # Set($VERPPrefix, "rt-");
743 # Set($VERPDomain, $RT::Organization);
746 =item C<$ForwardFromUser>
748 By default, RT forwards a message using queue's address and adds RT's
749 tag into subject of the outgoing message, so recipients' replies go
750 into RT as correspondents.
752 To change this behavior, set C<$ForwardFromUser> to 1 and RT
753 will use the address of the current user and remove RT's subject tag.
757 Set($ForwardFromUser, 0);
759 =item C<$HTMLFormatter>
761 RT's default pure-perl formatter may fail to successfully convert even
762 on some relatively simple HTML; this will result in blank C<text/plain>
763 parts, which is particuarly unfortunate if HTML templates are not in
766 If the optional dependency L<HTML::FormatExternal> is installed, RT will
767 use external programs to render HTML to plain text. The default is to
768 try, in order, C<w3m>, C<elinks>, C<html2text>, C<links>, C<lynx>, and
769 then fall back to the C<core> pure-perl formatter if none are installed.
771 Set C<$HTMLFormatter> to one of the above programs (or the full path to
772 such) to use a different program than the above would choose by default.
773 Setting this requires that L<HTML::FormatExternal> be installed.
775 If the chosen formatter is not in the webserver's $PATH, you may set
776 this option the full path to one of the aforementioned executables.
780 Set($HTMLFormatter, undef);
784 =head2 Email dashboards
788 =item C<$DashboardAddress>
790 The email address from which RT will send dashboards. If none is set,
791 then C<$OwnerEmail> will be used.
795 Set($DashboardAddress, '');
797 =item C<$DashboardSubject>
799 Lets you set the subject of dashboards. Arguments are the frequency (Daily,
800 Weekly, Monthly) of the dashboard and the dashboard's name.
804 Set($DashboardSubject, "%s Dashboard: %s");
806 =item C<@EmailDashboardRemove>
808 A list of regular expressions that will be used to remove content from
813 Set(@EmailDashboardRemove, ());
819 =head2 Sendmail configuration
821 These options only take effect if C<$MailCommand> is 'sendmail' or
826 =item C<$SendmailArguments>
828 C<$SendmailArguments> defines what flags to pass to C<$SendmailPath>
829 These options are good for most sendmail wrappers and work-a-likes.
831 These arguments are good for sendmail brand sendmail 8 and newer:
832 C<Set($SendmailArguments,"-oi -ODeliveryMode=b -OErrorMode=m");>
836 Set($SendmailArguments, "-oi");
839 =item C<$SendmailBounceArguments>
841 C<$SendmailBounceArguments> defines what flags to pass to C<$Sendmail>
842 assuming RT needs to send an error (i.e. bounce).
846 Set($SendmailBounceArguments, '-f "<>"');
848 =item C<$SendmailPath>
850 If you selected 'sendmailpipe' above, you MUST specify the path to
851 your sendmail binary in C<$SendmailPath>.
855 Set($SendmailPath, "/usr/sbin/sendmail");
866 C<@MailParams> defines a list of options passed to $MailCommand if it
867 is not 'sendmailpipe' or 'sendmail';
871 Set(@MailParams, ());
880 =item C<$WebDefaultStylesheet>
882 This determines the default stylesheet the RT web interface will use.
883 RT ships with several themes by default:
885 rudder The default theme for RT 4.2
886 aileron The default layout for RT 4.0
887 web2 The default layout for RT 3.8
888 ballard Theme which doesn't rely on JavaScript for menuing
890 This bundled distibution of RT also includes:
891 freeside4 Integration with Freeside (enabled by default)
892 freeside3 Previous Freeside theme
894 This value actually specifies a directory in F<share/static/css/>
895 from which RT will try to load the file main.css (which should @import
896 any other files the stylesheet needs). This allows you to easily and
897 cleanly create your own stylesheets to apply to RT. This option can
898 be overridden by users in their preferences.
902 Set($WebDefaultStylesheet, "freeside4");
904 =item C<$DefaultQueue>
906 Use this to select the default queue name that will be used for
907 creating new tickets. You may use either the queue's name or its
908 ID. This only affects the queue selection boxes on the web interface.
912 # Set($DefaultQueue, "General");
914 =item C<$RememberDefaultQueue>
916 When a queue is selected in the new ticket dropdown, make it the new
917 default for the new ticket dropdown.
921 # Set($RememberDefaultQueue, 1);
923 =item C<$EnableReminders>
925 Hide all links and portlets related to Reminders by setting this to 0
929 Set($EnableReminders, 1);
931 =item C<@CustomFieldValuesSources>
933 Set C<@CustomFieldValuesSources> to a list of class names which extend
934 L<RT::CustomFieldValues::External>. This can be used to pull lists of
935 custom field values from external sources at runtime.
939 Set(@CustomFieldValuesSources, ('RT::CustomFieldValues::Queues'));
941 =item C<%CustomFieldGroupings>
943 This option affects the display of ticket and user custom fields in the
944 web interface. It does not address the sorting of custom fields within
945 the groupings; which is controlled by the Ticket Custom Fields tab in
946 Queue Configuration in the Admin UI.
948 A nested datastructure defines how to group together custom fields
949 under a mix of built-in and arbitrary headings ("groupings").
951 Set C<%CustomFieldGroupings> to a nested structure similar to the following:
953 Set(%CustomFieldGroupings,
955 'Grouping Name' => ['CF Name', 'Another CF'],
956 'Another Grouping' => ['Some CF'],
957 'Dates' => ['Shipped date'],
960 'Phones' => ['Fax number'],
964 The first level keys are record types for which CFs may be used, and the
965 values are either hashrefs or arrayrefs -- if arrayrefs, then the
966 ordering is preserved during display, otherwise groupings are displayed
967 alphabetically. The second level keys are the grouping names and the
968 values are array refs containing a list of CF names.
970 There are several special built-in groupings which RT displays in
971 specific places (usually the collapsible box of the same title). The
972 ordering of these standard groupings cannot be modified. You may also
973 only append Custom Fields to the list in these boxes, not reorder or
976 For C<RT::Ticket>, these groupings are: C<Basics>, C<Dates>, C<Links>, C<People>
978 For C<RT::User>: C<Identity>, C<Access control>, C<Location>, C<Phones>
980 Extensions may also add their own built-in groupings, refer to the individual
981 extension documentation for those.
983 =item C<$CanonicalizeRedirectURLs>
985 Set C<$CanonicalizeRedirectURLs> to 1 to use C<$WebURL> when
986 redirecting rather than the one we get from C<%ENV>.
988 Apache's UseCanonicalName directive changes the hostname that RT
989 finds in C<%ENV>. You can read more about what turning it On or Off
990 means in the documentation for your version of Apache.
992 If you use RT behind a reverse proxy, you almost certainly want to
997 Set($CanonicalizeRedirectURLs, 0);
999 =item C<$CanonicalizeURLsInFeeds>
1001 Set C<$CanonicalizeURLsInFeeds> to 1 to use C<$WebURL> in feeds
1002 rather than the one we get from request.
1004 If you use RT behind a reverse proxy, you almost certainly want to
1009 Set($CanonicalizeURLsInFeeds, 0);
1013 A list of additional JavaScript files to be included in head.
1017 Set(@JSFiles, qw//);
1021 Path to the jsmin binary; if specified, it will be used to minify
1022 C<JSFiles>. The default, and the fallback if the binary cannot be
1023 found, is to simply concatenate the files.
1025 jsmin can be installed by running 'make jsmin' from the RT install
1026 directory, or from http://www.crockford.com/javascript/jsmin.html
1030 # Set($JSMinPath, "/path/to/jsmin");
1034 A list of additional CSS files to be included in head.
1036 If you're a plugin author, refer to RT->AddStyleSheets.
1040 Set(@CSSFiles, qw//);
1042 =item C<$UsernameFormat>
1044 This determines how user info is displayed. 'concise' will show the
1045 first of RealName, Name or EmailAddress that has a value. 'verbose' will
1046 show EmailAddress, and the first of RealName or Name which is defined.
1047 The default, 'role', uses 'verbose' for unprivileged users, and the Name
1048 followed by the RealName for privileged users.
1052 Set($UsernameFormat, "concise");
1054 =item C<$UserSearchResultFormat>
1056 This controls the display of lists of users returned from the User
1057 Summary Search. The display of users in the Admin interface is
1058 controlled by C<%AdminSearchResultFormat>.
1062 Set($UserSearchResultFormat,
1063 q{ '<a href="__WebPath__/User/Summary.html?id=__id__">__id__</a>/TITLE:#'}
1064 .q{,'<a href="__WebPath__/User/Summary.html?id=__id__">__Name__</a>/TITLE:Name'}
1065 .q{,__RealName__, __EmailAddress__}
1068 =item C<@UserSummaryPortlets>
1070 A list of portlets to be displayed on the User Summary page.
1071 By default, we show all of the available portlets.
1072 Extensions may provide their own portlets for this page.
1076 Set(@UserSummaryPortlets, (qw/ExtraInfo CreateTicket ActiveTickets InactiveTickets/));
1078 =item C<$UserSummaryExtraInfo>
1080 This controls what information is displayed on the User Summary
1081 portal. By default the user's Real Name, Email Address and Username
1082 are displayed. You can remove these or add more as needed. This
1083 expects a Format string of user attributes. Please note that not all
1084 the attributes are supported in this display because we're not
1089 Set($UserSummaryExtraInfo, "RealName, EmailAddress, Name");
1091 =item C<$UserSummaryTicketListFormat>
1093 Control the appearance of the Active and Inactive ticket lists in the
1098 Set($UserSummaryTicketListFormat, q{
1099 '<B><A HREF="__WebPath__/Ticket/Display.html?id=__id__">__id__</a></B>/TITLE:#',
1100 '<B><A HREF="__WebPath__/Ticket/Display.html?id=__id__">__Subject__</a></B>/TITLE:Subject',
1107 '<small>__Requestors__</small>',
1108 '<small>__CreatedRelative__</small>',
1109 '<small>__ToldRelative__</small>',
1110 '<small>__LastUpdatedRelative__</small>',
1111 '<small>__TimeLeft__</small>'
1114 =item C<$WebBaseURL>, C<$WebURL>
1116 Usually you don't want to set these options. The only obvious reason
1117 is if RT is accessible via https protocol on a non standard port, e.g.
1118 'https://rt.example.com:9999'. In all other cases these options are
1119 computed using C<$WebDomain>, C<$WebPort> and C<$WebPath>.
1121 C<$WebBaseURL> is the scheme, server and port
1122 (e.g. 'http://rt.example.com') for constructing URLs to the web
1123 UI. C<$WebBaseURL> doesn't need a trailing /.
1125 C<$WebURL> is the C<$WebBaseURL>, C<$WebPath> and trailing /, for
1126 example: 'http://www.example.com/rt/'.
1130 my $port = RT->Config->Get('WebPort');
1132 ($port == 443? 'https': 'http') .'://'
1133 . RT->Config->Get('WebDomain')
1134 . ($port != 80 && $port != 443? ":$port" : '')
1137 Set($WebURL, RT->Config->Get('WebBaseURL') . RT->Config->Get('WebPath') . "/");
1139 =item C<$WebImagesURL>
1141 C<$WebImagesURL> points to the base URL where RT can find its images.
1142 Define the directory name to be used for images in RT web documents.
1146 Set($WebImagesURL, RT->Config->Get('WebPath') . "/static/images/");
1150 C<$LogoURL> points to the URL of the RT logo displayed in the web UI.
1151 This can also be configured via the web UI.
1155 Set($LogoURL, RT->Config->Get('WebImagesURL') . "request-tracker-logo.png");
1157 =item C<$LogoLinkURL>
1159 C<$LogoLinkURL> is the URL that the RT logo hyperlinks to.
1163 Set($LogoLinkURL, "http://bestpractical.com");
1165 =item C<$LogoAltText>
1167 C<$LogoAltText> is a string of text for the alt-text of the logo. It
1168 will be passed through C<loc> for localization.
1172 Set($LogoAltText, "Request Tracker logo");
1174 =item C<$WebNoAuthRegex>
1176 What portion of RT's URL space should not require authentication. The
1177 default is almost certainly correct, and should only be changed if you
1182 Set($WebNoAuthRegex, qr{^ (?:/+NoAuth/ | /+REST/\d+\.\d+/NoAuth/) }x );
1184 =item C<$SelfServiceRegex>
1186 What portion of RT's URLspace should be accessible to Unprivileged
1187 users This does not override the redirect from F</Ticket/Display.html>
1188 to F</SelfService/Display.html> when Unprivileged users attempt to
1189 access ticked displays.
1193 Set($SelfServiceRegex, qr!^(?:/+SelfService/)!x );
1195 =item C<$WebFlushDbCacheEveryRequest>
1197 By default, RT clears its database cache after every page view. This
1198 ensures that you've always got the most current information when
1199 working in a multi-process (mod_perl or FastCGI) Environment. Setting
1200 C<$WebFlushDbCacheEveryRequest> to 0 will turn this off, which will
1201 speed RT up a bit, at the expense of a tiny bit of data accuracy.
1205 Set($WebFlushDbCacheEveryRequest, 1);
1209 The L<GD> module (which RT uses for graphs) ships with a built-in font
1210 that doesn't have full Unicode support. You can use a given TrueType
1211 font for a specific language by setting %ChartFont to (language =E<gt>
1212 the absolute path of a font) pairs. Your GD library must have support
1213 for TrueType fonts to use this option. If there is no entry for a
1214 language in the hash then font with 'others' key is used.
1216 RT comes with two TrueType fonts covering most available languages.
1222 'zh-cn' => "$RT::FontPath/DroidSansFallback.ttf",
1223 'zh-tw' => "$RT::FontPath/DroidSansFallback.ttf",
1224 'ja' => "$RT::FontPath/DroidSansFallback.ttf",
1225 'others' => "$RT::FontPath/DroidSans.ttf",
1228 =item C<$ChartsTimezonesInDB>
1230 RT stores dates using the UTC timezone in the DB, so charts grouped by
1231 dates and time are not representative. Set C<$ChartsTimezonesInDB> to 1
1232 to enable timezone conversions using your DB's capabilities. You may
1233 need to do some work on the DB side to use this feature, read more in
1234 F<docs/customizing/timezones_in_charts.pod>.
1236 At this time, this feature only applies to MySQL and PostgreSQL.
1240 Set($ChartsTimezonesInDB, 0);
1242 =item C<@ChartColors>
1244 An array of 6-digit hexadecimal RGB color values used for chart series. By
1245 default there are 12 distinct colors.
1249 Set(@ChartColors, qw(
1250 66cc66 ff6666 ffcc66 663399
1251 3333cc 339933 993333 996633
1252 33cc33 cc3333 cc9933 6633cc
1263 =item C<$DefaultSummaryRows>
1265 C<$DefaultSummaryRows> is default number of rows displayed in for
1266 search results on the front page.
1270 Set($DefaultSummaryRows, 10);
1272 =item C<@RefreshIntervals>
1274 This setting defines the possible homepage and search result refresh
1275 options. Each value is a number of seconds. You should not include a value
1276 of C<0>, as that is always provided as an option.
1278 See also L</HomePageRefreshInterval> and L</SearchResultsRefreshInterval>.
1282 Set(@RefreshIntervals, qw(120 300 600 1200 3600 7200));
1284 =item C<$HomePageRefreshInterval>
1286 C<$HomePageRefreshInterval> is default number of seconds to refresh
1287 the RT home page. Choose from any value in L</@RefreshIntervals>,
1288 or the default of C<0> for no automatic refresh.
1292 Set($HomePageRefreshInterval, 0);
1294 =item C<$HomepageComponents>
1296 C<$HomepageComponents> is an arrayref of allowed components on a
1297 user's customized homepage ("RT at a glance").
1302 $HomepageComponents,
1304 qw(QuickCreate Quicksearch MyCalendar MyAdminQueues MySupportQueues MyReminders RefreshHomepage Dashboards SavedSearches FindUser ) # loc_qw
1313 =head2 Ticket search
1317 =item C<$UseSQLForACLChecks>
1319 Historically, ACLs were checked on display, which could lead to empty
1320 search pages and wrong ticket counts. Set C<$UseSQLForACLChecks> to 0
1321 to go back to this method; this will reduce the complexity of the
1322 generated SQL statements, at the cost of the aforementioned bugs.
1326 Set($UseSQLForACLChecks, 1);
1328 =item C<$TicketsItemMapSize>
1330 On the display page of a ticket from search results, RT provides links
1331 to the first, next, previous and last ticket from the results. In
1332 order to build these links, RT needs to fetch the full result set from
1333 the database, which can be resource-intensive.
1335 Set C<$TicketsItemMapSize> to number of tickets you want RT to examine
1336 to build these links. If the full result set is larger than this
1337 number, RT will omit the "last" link in the menu. Set this to zero to
1338 always examine all results.
1342 Set($TicketsItemMapSize, 1000);
1344 =item C<$SearchResultsRefreshInterval>
1346 C<$SearchResultsRefreshInterval> is default number of seconds to refresh
1347 search results in RT. Choose from any value in L</@RefreshIntervals>, or
1348 the default of C<0> for no automatic refresh.
1352 Set($SearchResultsRefreshInterval, 0);
1354 =item C<$DefaultSearchResultFormat>
1356 C<$DefaultSearchResultFormat> is the default format for RT search
1361 Set ($DefaultSearchResultFormat, qq{
1362 '<B><A HREF="__WebPath__/Ticket/Display.html?id=__id__">__id__</a></B>/TITLE:#',
1363 '<B><A HREF="__WebPath__/Ticket/Display.html?id=__id__">__Subject__</a></B>/TITLE:Subject',
1371 '<small>__Requestors__</small>',
1372 '<small>__CustomerTags__</small>',
1373 '<small>__CreatedRelative__</small>',
1374 '<small>__ToldRelative__</small>',
1375 '<small>__LastUpdatedRelative__</small>',
1376 '<small>__TimeLeft__</small>'});
1378 =item C<$DefaultSearchResultOrderBy>
1380 What Tickets column should we order by for RT Ticket search results.
1384 Set($DefaultSearchResultOrderBy, 'id');
1386 =item C<$DefaultSearchResultOrder>
1388 When ordering RT Ticket search results by C<$DefaultSearchResultOrderBy>,
1389 should the sort be ascending (ASC) or descending (DESC).
1393 Set($DefaultSearchResultOrder, 'ASC');
1395 =item C<$DefaultSelfServiceSearchResultFormat>
1397 C<$DefaultSelfServiceSearchResultFormat> is the default format of
1398 searches displayed in the SelfService interface.
1402 Set($DefaultSelfServiceSearchResultFormat, qq{
1403 '<B><A HREF="__WebPath__/SelfService/Display.html?id=__id__">__id__</a></B>/TITLE:#',
1404 '<B><A HREF="__WebPath__/SelfService/Display.html?id=__id__">__Subject__</a></B>/TITLE:Subject',
1409 =item C<%FullTextSearch>
1411 Full text search (FTS) without database indexing is a very slow
1412 operation, and is thus disabled by default.
1414 Before setting C<Indexed> to 1, read F<docs/full_text_indexing.pod> for
1415 the full details of FTS on your particular database.
1417 It is possible to enable FTS without database indexing support, simply
1418 by setting the C<Enable> key to 1, while leaving C<Indexed> set to 0.
1419 This is not generally suggested, as unindexed full-text searching can
1420 cause severe performance problems.
1424 Set(%FullTextSearch,
1429 =item C<$MaxFulltextAttachmentSize>
1431 On some systems, very large attachments can cause memory and other
1432 performance issues for the indexer making it unable to complete
1433 indexing. Adding resources like memory and CPU will solve this
1434 issue, but in cases where that isn't possible, this option
1435 sets a maximum size in bytes on attachments to index. Attachments
1436 larger than this limit are skipped and will not be available to
1441 # Default 0 means no limit
1442 Set($MaxFulltextAttachmentSize, 0);
1444 =item C<$DontSearchFileAttachments>
1446 If C<$DontSearchFileAttachments> is set to 1, then uploaded files
1447 (attachments with file names) are not searched during content
1450 Note that if you use indexed FTS then named attachments are still
1451 indexed by default regardless of this option.
1455 Set($DontSearchFileAttachments, undef);
1457 =item C<$OnlySearchActiveTicketsInSimpleSearch>
1459 When query in simple search doesn't have status info, use this to only
1464 Set($OnlySearchActiveTicketsInSimpleSearch, 1);
1466 =item C<$SearchResultsAutoRedirect>
1468 When only one ticket is found in search, use this to redirect to the
1469 ticket display page automatically.
1473 Set($SearchResultsAutoRedirect, 0);
1479 =head2 Ticket display
1483 =item C<$ShowMoreAboutPrivilegedUsers>
1485 This determines if the 'More about requestor' box on
1486 Ticket/Display.html is shown for Privileged Users.
1490 Set($ShowMoreAboutPrivilegedUsers, 0);
1492 =item C<$MoreAboutRequestorTicketList>
1494 This can be set to Active, Inactive, All or None. It controls what
1495 ticket list will be displayed in the 'More about requestor' box on
1496 Ticket/Display.html. This option can be controlled by users also.
1500 Set($MoreAboutRequestorTicketList, "Active");
1502 =item C<$MoreAboutRequestorTicketListFormat>
1504 Control the appearance of the ticket lists in the 'More About Requestors' box.
1508 Set($MoreAboutRequestorTicketListFormat, q{
1509 '<a href="__WebPath__/Ticket/Display.html?id=__id__">__id__</a>',
1511 '<a href="__WebPath__/Ticket/Display.html?id=__id__">__Subject__</a>',
1516 =item C<$MoreAboutRequestorExtraInfo>
1518 By default, the 'More about requestor' box on Ticket/Display.html
1519 shows the Requestor's name and ticket list. If you would like to see
1520 extra information about the user, this expects a Format string of user
1521 attributes. Please note that not all the attributes are supported in
1522 this display because we're not building a table.
1525 C<Set($MoreAboutRequestorExtraInfo,"Organization, Address1")>
1529 Set($MoreAboutRequestorExtraInfo, "");
1531 =item C<$MoreAboutRequestorGroupsLimit>
1533 By default, the 'More about requestor' box on Ticket/Display.html
1534 shows all the groups of the Requestor. Use this to limit the number
1535 of groups; a value of undef removes the group display entirely.
1539 Set($MoreAboutRequestorGroupsLimit, 0);
1541 =item C<$UseSideBySideLayout>
1543 Should the ticket create and update forms use a more space efficient
1544 two column layout. This layout may not work in narrow browsers if you
1545 set a MessageBoxWidth (below).
1549 Set($UseSideBySideLayout, 1);
1551 =item C<$EditCustomFieldsSingleColumn>
1553 When displaying a list of Ticket Custom Fields for editing, RT
1554 defaults to a 2 column list. If you set this to 1, it will instead
1555 display the Custom Fields in a single column.
1559 Set($EditCustomFieldsSingleColumn, 0);
1561 =item C<$ShowUnreadMessageNotifications>
1563 If set to 1, RT will prompt users when there are new,
1564 unread messages on tickets they are viewing.
1568 Set($ShowUnreadMessageNotifications, 0);
1570 =item C<$AutocompleteOwners>
1572 If set to 1, the owner drop-downs for ticket update/modify and the query
1573 builder are replaced by text fields that autocomplete. This can
1574 alleviate the sometimes huge owner list for installations where many
1575 users have the OwnTicket right.
1577 Autocompleter is automatically turned on if list contains more than
1578 50 users, but penalty of executing potentially slow query is still paid.
1580 Drop down doesn't show unprivileged users. If your setup allows unprivileged
1581 to own ticket then you have to enable autocompleting.
1585 Set($AutocompleteOwners, 0);
1587 =item C<$AutocompleteOwnersForSearch>
1589 If set to 1, the owner drop-downs for the query builder are always
1590 replaced by text field that autocomplete and C<$AutocompleteOwners>
1591 is ignored. Helpful when owners list is huge in the query builder.
1595 Set($AutocompleteOwnersForSearch, 0);
1597 =item C<$UserSearchFields>
1599 Used by the User Autocompleter as well as the User Search.
1601 Specifies which fields of L<RT::User> to match against and how to match
1602 each field when autocompleting users. Valid match methods are LIKE,
1603 STARTSWITH, ENDSWITH, =, and !=. Valid search fields are the core User
1604 fields, as well as custom fields, which are specified as "CF.1234" or
1609 Set($UserSearchFields, {
1610 EmailAddress => 'STARTSWITH',
1611 Name => 'STARTSWITH',
1615 =item C<$AllowUserAutocompleteForUnprivileged>
1617 Should unprivileged users (users of SelfService) be allowed to
1618 autocomplete users. Setting this option to 1 means unprivileged users
1619 will be able to search all your users.
1623 Set($AllowUserAutocompleteForUnprivileged, 0);
1625 =item C<$TicketAutocompleteFields>
1627 Specifies which fields of L<RT::Ticket> to match against and how to match each
1628 field when autocompleting users. Valid match methods are LIKE, STARTSWITH,
1629 ENDSWITH, C<=>, and C<!=>.
1631 Not all Ticket fields are publically accessible and hence won't work for
1632 autocomplete unless you override their accessibility using a local overlay or a
1633 plugin. Out of the box the following fields are public: id, Subject.
1637 Set( $TicketAutocompleteFields, {
1642 =item C<$DisplayTicketAfterQuickCreate>
1644 Enable this to redirect to the created ticket display page
1645 automatically when using QuickCreate.
1649 Set($DisplayTicketAfterQuickCreate, 0);
1651 =item C<$WikiImplicitLinks>
1653 Support implicit links in WikiText custom fields? Setting this to 1
1654 causes InterCapped or ALLCAPS words in WikiText fields to automatically
1655 become links to searches for those words. If used on Articles, it links
1656 to the Article with that name.
1660 Set($WikiImplicitLinks, 0);
1662 =item C<$PreviewScripMessages>
1664 Set C<$PreviewScripMessages> to 1 if the scrips preview on the ticket
1665 reply page should include the content of the messages to be sent.
1669 Set($PreviewScripMessages, 0);
1671 =item C<$SimplifiedRecipients>
1673 If C<$SimplifiedRecipients> is set, a simple list of who will receive
1674 B<any> kind of mail will be shown on the ticket reply page, instead of a
1675 detailed breakdown by scrip.
1679 Set($SimplifiedRecipients, 0);
1681 =item C<$HideResolveActionsWithDependencies>
1683 If set to 1, this option will skip ticket menu actions which can't be
1684 completed successfully because of outstanding active Depends On tickets.
1686 By default, all ticket actions are displayed in the menu even if some of
1687 them can't be successful until all Depends On links are resolved or
1688 transitioned to another inactive status.
1692 Set($HideResolveActionsWithDependencies, 0);
1702 =item C<$ArticleOnTicketCreate>
1704 Set this to 1 to display the Articles interface on the Ticket Create
1705 page in addition to the Reply/Comment page.
1709 Set($ArticleOnTicketCreate, 0);
1711 =item C<$HideArticleSearchOnReplyCreate>
1713 Set this to 1 to hide the search and include boxes from the Article
1714 UI. This assumes you have enabled Article Hotlist feature, otherwise
1715 you will have no access to Articles.
1719 Set($HideArticleSearchOnReplyCreate, 0);
1721 =item C<$LinkArticlesOnInclude>
1723 Set this to 0 to suppress the default behavior of automatically linking
1724 to Articles when they are included in a message.
1728 Set($LinkArticlesOnInclude, 1);
1734 =head2 Message box properties
1738 =item C<$MessageBoxWidth>, C<$MessageBoxHeight>
1740 For message boxes, set the entry box width, height and what type of
1741 wrapping to use. These options can be overridden by users in their
1744 When the width is set to undef, no column count is specified and the
1745 message box will take up 100% of the available width. Combining this
1746 with HARD messagebox wrapping (below) is not recommended, as it will
1747 lead to inconsistent width in transactions between browsers.
1749 These settings only apply to the non-RichText message box. See below
1750 for Rich Text settings.
1754 Set($MessageBoxWidth, undef);
1755 Set($MessageBoxHeight, 15);
1757 =item C<$MessageBoxRichText>
1759 Should "rich text" editing be enabled? This option lets your users
1760 send HTML email messages from the web interface.
1764 Set($MessageBoxRichText, 1);
1766 =item C<$MessageBoxRichTextHeight>
1768 Height of rich text JavaScript enabled editing boxes (in pixels)
1772 Set($MessageBoxRichTextHeight, 200);
1774 =item C<$MessageBoxIncludeSignature>
1776 Should your users' signatures (from their Preferences page) be
1777 included in Comments and Replies.
1781 Set($MessageBoxIncludeSignature, 1);
1783 =item C<$MessageBoxIncludeSignatureOnComment>
1785 Should your users' signatures (from their Preferences page) be
1786 included in Comments. Setting this to 0 overrides
1787 C<$MessageBoxIncludeSignature>.
1791 Set($MessageBoxIncludeSignatureOnComment, 1);
1796 =head2 Transaction display
1800 =item C<$OldestTransactionsFirst>
1802 By default, RT shows newest transactions at the bottom of the ticket
1803 history page, if you want see them at the top set this to 0. This
1804 option can be overridden by users in their preferences.
1808 Set($OldestTransactionsFirst, 1);
1810 =item C<$ShowHistory>
1812 This option controls how history is shown on the ticket display page. It
1813 accepts one of three possible modes and is overrideable on a per-user
1814 preference level. If you regularly deal with long tickets and don't care much
1815 about the history, you may wish to change this option to C<click>.
1819 =item C<delay> (the default)
1821 When set to C<delay>, history is loaded via javascript after the rest of the
1822 page has been loaded. This speeds up apparent page load times and generally
1823 provides a smoother experience. You may notice slight delays before the ticket
1824 history appears on very long tickets.
1828 When set to C<click>, history is loaded on demand when a placeholder link is
1829 clicked. This speeds up ticket display page loads and history is never loaded
1834 When set to C<always>, history is loaded before showing the page. This ensures
1835 history is always available immediately, but at the expense of longer page load
1836 times. This behaviour was the default in RT 4.0.
1842 Set($ShowHistory, 'delay');
1844 =item C<$ShowBccHeader>
1846 By default, RT hides from the web UI information about blind copies
1847 user sent on reply or comment.
1851 Set($ShowBccHeader, 0);
1853 =item C<$TrustHTMLAttachments>
1855 If C<TrustHTMLAttachments> is not defined, we will display them as
1856 text. This prevents malicious HTML and JavaScript from being sent in a
1857 request (although there is probably more to it than that)
1861 Set($TrustHTMLAttachments, undef);
1863 =item C<$AlwaysDownloadAttachments>
1865 Always download attachments, regardless of content type. If set, this
1866 overrides C<TrustHTMLAttachments>.
1870 Set($AlwaysDownloadAttachments, undef);
1872 =item C<$PreferRichText>
1874 By default, RT shows rich text (HTML) messages if possible. If
1875 C<$PreferRichText> is set to 0, RT will show plain text messages in
1876 preference to any rich text alternatives.
1878 As a security precaution, RT limits the HTML that is displayed to a
1879 known-good subset -- as allowing arbitrary HTML to be displayed exposes
1880 multiple vectors for XSS and phishing attacks. If
1881 L</$TrustHTMLAttachments> is enabled, the original HTML is available for
1882 viewing via the "Download" link.
1884 If the optional L<HTML::Gumbo> dependency is installed, RT will leverage
1885 this to allow a broader set of HTML through, including tables.
1889 Set($PreferRichText, 1);
1891 =item C<$MaxInlineBody>
1893 C<$MaxInlineBody> is the maximum attachment size that we want to see
1894 inline when viewing a transaction. RT will inline any text if the
1895 value is undefined or 0. This option can be overridden by users in
1900 Set($MaxInlineBody, 120000);
1902 =item C<$ShowTransactionImages>
1904 By default, RT shows images attached to incoming (and outgoing) ticket
1905 updates inline. Set this variable to 0 if you'd like to disable that
1910 Set($ShowTransactionImages, 1);
1912 =item C<$ShowRemoteImages>
1914 By default, RT doesn't show remote images attached to incoming (and outgoing)
1915 ticket updates inline. Set this variable to 1 if you'd like to enable remote
1916 image display. Showing remote images may allow spammers and other senders to
1917 track when messages are viewed and see referer information.
1919 Note that this setting is independent of L</$ShowTransactionImages> above.
1923 Set($ShowRemoteImages, 0);
1925 =item C<$PlainTextMono>
1927 Normally plaintext attachments are displayed as HTML with line breaks
1928 preserved. This causes space- and tab-based formatting not to be
1929 displayed correctly. Set C<$PlainTextMono> to 1 to use a monospaced
1930 font and preserve formatting.
1934 Set($PlainTextMono, 0);
1936 =item C<$SuppressInlineTextFiles>
1938 If C<$SuppressInlineTextFiles> is set to 1, then uploaded text files
1939 (text-type attachments with file names) are prevented from being
1940 displayed in-line when viewing a ticket's history.
1944 Set($SuppressInlineTextFiles, undef);
1947 =item C<@Active_MakeClicky>
1949 MakeClicky detects various formats of data in headers and email
1950 messages, and extends them with supporting links. By default, RT
1951 provides two formats:
1953 * 'httpurl': detects http:// and https:// URLs and adds '[Open URL]'
1956 * 'httpurl_overwrite': also detects URLs as 'httpurl' format, but
1957 replaces the URL with a link. Enabled by default.
1959 See F<share/html/Elements/MakeClicky> for documentation on how to add
1960 your own styles of link detection.
1964 Set(@Active_MakeClicky, qw(httpurl_overwrite));
1966 =item C<$QuoteFolding>
1968 Quote folding is the hiding of old replies in transaction history.
1969 It defaults to on. Set this to 0 to disable it.
1973 Set($QuoteFolding, 1);
1975 =item C<$AllowLoginPasswordAutoComplete>
1977 Allow browsers to remember the user's password on login (in case the
1978 browser can do so, and has the appropriate setting enabled). Default
1983 Set($AllowLoginPasswordAutoComplete, 0);
1988 =head1 Application logic
1992 =item C<$ParseNewMessageForTicketCcs>
1994 If C<$ParseNewMessageForTicketCcs> is set to 1, RT will attempt to
1995 divine Ticket 'Cc' watchers from the To and Cc lines of incoming
1996 messages that create new Tickets. This option does not apply to replies
1997 or comments on existing Tickets. Be forewarned that if you have I<any>
1998 addresses which forward mail to RT automatically and you enable this
1999 option without modifying C<$RTAddressRegexp> below, you will get
2000 yourself into a heap of trouble.
2004 Set($ParseNewMessageForTicketCcs, undef);
2006 =item C<$UseTransactionBatch>
2008 Set C<$UseTransactionBatch> to 1 to execute transactions in batches,
2009 such that a resolve and comment (for example) would happen
2010 simultaneously, instead of as two transactions, unaware of each
2015 Set($UseTransactionBatch, 1);
2017 =item C<$StrictLinkACL>
2019 When this feature is enabled a user needs I<ModifyTicket> rights on
2020 both tickets to link them together; otherwise, I<ModifyTicket> rights
2021 on either of them is sufficient.
2025 Set($StrictLinkACL, 1);
2027 =item C<$RedistributeAutoGeneratedMessages>
2029 Should RT redistribute correspondence that it identifies as machine
2030 generated? A 1 will do so; setting this to 0 will cause no
2031 such messages to be redistributed. You can also use 'privileged' (the
2032 default), which will redistribute only to privileged users. This helps
2033 to protect against malformed bounces and loops caused by auto-created
2034 requestors with bogus addresses.
2038 Set($RedistributeAutoGeneratedMessages, "privileged");
2040 =item C<$ApprovalRejectionNotes>
2042 Should rejection notes from approvals be sent to the requestors?
2046 Set($ApprovalRejectionNotes, 1);
2048 =item C<$ForceApprovalsView>
2050 Should approval tickets only be viewed and modified through the standard
2051 approval interface? With this setting enabled (by default), any attempt to use
2052 the normal ticket display and modify page for approval tickets will be
2055 For example, with this option set to 1 and an approval ticket #123:
2057 /Ticket/Display.html?id=123
2061 /Approval/Display.html?id=123
2063 With this option set to 0, the redirect won't happen.
2069 Set($ForceApprovalsView, 1);
2071 =head1 Extra security
2073 This is a list of extra security measures to enable that help keep your RT
2074 safe. If you don't know what these mean, you should almost certainly leave the
2079 =item C<$DisallowExecuteCode>
2081 If set to 1, the C<ExecuteCode> right will be removed from
2082 all users, B<including> the superuser. This is intended for when RT is
2083 installed into a shared environment where even the superuser should not
2084 be allowed to run arbitrary Perl code on the server via scrips.
2088 Set($DisallowExecuteCode, 0);
2090 =item C<$Framebusting>
2092 If set to 0, framekiller javascript will be disabled and the
2093 X-Frame-Options: DENY header will be suppressed from all responses.
2094 This disables RT's clickjacking protection.
2098 Set($Framebusting, 1);
2100 =item C<$RestrictReferrer>
2102 If set to 0, the HTTP C<Referer> (sic) header will not be
2103 checked to ensure that requests come from RT's own domain. As RT allows
2104 for GET requests to alter state, disabling this opens RT up to
2105 cross-site request forgery (CSRF) attacks.
2109 Set($RestrictReferrer, 1);
2111 =item C<$RestrictLoginReferrer>
2113 If set to 0, RT will allow the user to log in from any link
2114 or request, merely by passing in C<user> and C<pass> parameters; setting
2115 it to 1 forces all logins to come from the login box, so the
2116 user is aware that they are being logged in. The default is off, for
2117 backwards compatability.
2121 Set($RestrictLoginReferrer, 0);
2123 =item C<@ReferrerWhitelist>
2125 This is a list of hostname:port combinations that RT will treat as being
2126 part of RT's domain. This is particularly useful if you access RT as
2127 multiple hostnames or have an external auth system that needs to
2128 redirect back to RT once authentication is complete.
2130 Set(@ReferrerWhitelist, qw(www.example.com:443 www3.example.com:80));
2132 If the "RT has detected a possible cross-site request forgery" error is triggered
2133 by a host:port sent by your browser that you believe should be valid, you can copy
2134 the host:port from the error message into this list.
2136 Simple wildcards, similar to SSL certificates, are allowed. For example:
2138 *.example.com:80 # matches foo.example.com
2139 # but not example.com
2140 # or foo.bar.example.com
2142 www*.example.com:80 # matches www3.example.com
2143 # and www-test.example.com
2144 # and www.example.com
2148 Set(@ReferrerWhitelist, qw());
2150 =item C<%ReferrerComponents>
2152 C<%ReferrerComponents> is the hash to customize referrer checking behavior when
2153 C<$RestrictReferrer> is enabled, where you can whitelist or blacklist the
2154 components along with their query args. e.g.
2156 Set( %ReferrerComponents,
2157 ( '/Foo.html' => 1, '/Bar.html' => 0, '/Baz.html' => [ 'id', 'results' ] )
2160 With this, '/Foo.html' will be whitelisted, and '/Bar.html' will be blacklisted.
2161 '/Baz.html' with id/results query arguments will be whitelisted but blacklisted
2162 if there are other query arguments.
2166 Set( %ReferrerComponents );
2168 =item C<$BcryptCost>
2170 This sets the default cost parameter used for the C<bcrypt> key
2171 derivation function. Valid values range from 4 to 31, inclusive, with
2172 higher numbers denoting greater effort.
2176 Set($BcryptCost, 12);
2182 =head1 Authorization and user configuration
2186 =item C<$WebRemoteUserAuth>
2188 If C<$WebRemoteUserAuth> is defined, RT will defer to the environment's
2189 REMOTE_USER variable, which should be set by the webserver's
2190 authentication layer.
2194 Set($WebRemoteUserAuth, undef);
2196 =item C<$WebRemoteUserContinuous>
2198 If C<$WebRemoteUserContinuous> is defined, RT will check for the
2199 REMOTE_USER on each access. If you would prefer this to only happen
2200 once (at initial login) set this to 0. The default
2201 setting will help ensure that if your webserver's authentication layer
2202 deauthenticates a user, RT notices as soon as possible.
2206 Set($WebRemoteUserContinuous, 1);
2208 =item C<$WebFallbackToRTLogin>
2210 If C<$WebFallbackToRTLogin> is defined, the user is allowed a
2211 chance of fallback to the login screen, even if REMOTE_USER failed.
2215 Set($WebFallbackToRTLogin, undef);
2217 =item C<$WebRemoteUserGecos>
2219 C<$WebRemoteUserGecos> means to match 'gecos' field as the user
2220 identity; useful with C<mod_auth_external>.
2224 Set($WebRemoteUserGecos, undef);
2226 =item C<$WebRemoteUserAutocreate>
2228 C<$WebRemoteUserAutocreate> will create users under the same name as
2229 REMOTE_USER upon login, if they are missing from the Users table.
2233 Set($WebRemoteUserAutocreate, undef);
2235 =item C<$UserAutocreateDefaultsOnLogin>
2237 If C<$WebRemoteUserAutocreate> is set to 1, C<$UserAutocreateDefaultsOnLogin>
2238 will be passed to L<RT::User/Create>. Use it to set defaults, such as
2239 creating unprivileged users with C<<{ Privileged => 0 }>>. This must be
2244 Set($UserAutocreateDefaultsOnLogin, undef);
2246 =item C<$WebSessionClass>
2248 C<$WebSessionClass> is the class you wish to use for storing sessions. On
2249 MySQL, Pg, and Oracle it defaults to using your database, in other cases
2250 sessions are stored in files using L<Apache::Session::File>. Other installed
2251 Apache::Session::* modules can be used to store sessions.
2253 Set($WebSessionClass, "Apache::Session::File");
2257 Set($WebSessionClass, undef);
2259 =item C<%WebSessionProperties>
2261 C<%WebSessionProperties> is the hash to configure class L</$WebSessionClass>
2262 in case custom class is used. By default it's empty and values are picked
2263 depending on the class. Make sure that it's empty if you're using DB as session
2268 Set( %WebSessionProperties );
2270 =item C<$AutoLogoff>
2272 By default, RT's user sessions persist until a user closes his or her
2273 browser. With the C<$AutoLogoff> option you can setup session lifetime
2274 in minutes. A user will be logged out if he or she doesn't send any
2275 requests to RT for the defined time.
2279 Set($AutoLogoff, 0);
2281 =item C<$LogoutRefresh>
2283 The number of seconds to wait after logout before sending the user to
2284 the login page. By default, 1 second, though you may want to increase
2285 this if you display additional information on the logout page.
2289 Set($LogoutRefresh, 1);
2291 =item C<$WebSecureCookies>
2293 By default, RT's session cookie isn't marked as "secure". Some web
2294 browsers will treat secure cookies more carefully than non-secure
2295 ones, being careful not to write them to disk, only sending them over
2296 an SSL secured connection, and so on. To enable this behavior, set
2297 C<$WebSecureCookies> to 1. NOTE: You probably don't want to turn this
2298 on I<unless> users are only connecting via SSL encrypted HTTPS
2303 Set($WebSecureCookies, 0);
2305 =item C<$WebHttpOnlyCookies>
2307 Default RT's session cookie to not being directly accessible to
2308 javascript. The content is still sent during regular and AJAX requests,
2309 and other cookies are unaffected, but the session-id is less
2310 programmatically accessible to javascript. Turning this off should only
2311 be necessary in situations with odd client-side authentication
2316 Set($WebHttpOnlyCookies, 1);
2318 =item C<$MinimumPasswordLength>
2320 C<$MinimumPasswordLength> defines the minimum length for user
2321 passwords. Setting it to 0 disables this check.
2325 Set($MinimumPasswordLength, 5);
2330 =head1 Internationalization
2334 =item C<@LexiconLanguages>
2336 An array that contains languages supported by RT's
2337 internationalization interface. Defaults to all *.po lexicons;
2338 setting it to C<qw(en ja)> will make RT bilingual instead of
2339 multilingual, but will save some memory.
2343 Set(@LexiconLanguages, qw(*));
2345 =item C<@EmailInputEncodings>
2347 An array that contains default encodings used to guess which charset
2348 an attachment uses, if it does not specify one explicitly. All
2349 options must be recognized by L<Encode::Guess>. The first element may
2350 also be '*', which enables encoding detection using
2351 L<Encode::Detect::Detector>, if installed.
2355 Set(@EmailInputEncodings, qw(utf-8 iso-8859-1 us-ascii));
2357 =item C<$EmailOutputEncoding>
2359 The charset for localized email. Must be recognized by Encode.
2363 Set($EmailOutputEncoding, "utf-8");
2373 =head1 Date and time handling
2377 =item C<$DateTimeFormat>
2379 You can choose date and time format. See the "Output formatters"
2380 section in perldoc F<lib/RT/Date.pm> for more options. This option
2381 can be overridden by users in their preferences.
2385 C<Set($DateTimeFormat, "LocalizedDateTime");>
2386 C<Set($DateTimeFormat, { Format => "ISO", Seconds => 0 });>
2387 C<Set($DateTimeFormat, "RFC2822");>
2388 C<Set($DateTimeFormat, { Format => "RFC2822", Seconds => 0, DayOfWeek => 0 });>
2392 Set($DateTimeFormat, "DefaultFormat");
2394 # Next two options are for Time::ParseDate
2396 =item C<$DateDayBeforeMonth>
2398 Set this to 1 if your local date convention looks like "dd/mm/yy"
2399 instead of "mm/dd/yy". Used only for parsing, not for displaying
2404 Set($DateDayBeforeMonth, 1);
2406 =item C<$AmbiguousDayInPast>, C<$AmbiguousDayInFuture>
2408 Should an unspecified day or year in a date refer to a future or a
2409 past value? For example, should a date of "Tuesday" default to mean
2410 the date for next Tuesday or last Tuesday? Should the date "March 1"
2411 default to the date for next March or last March?
2413 Set C<$AmbiguousDayInPast> for the last date, or
2414 C<$AmbiguousDayInFuture> for the next date; the default is usually
2415 correct. If both are set, C<$AmbiguousDayInPast> takes precedence.
2419 Set($AmbiguousDayInPast, 0);
2420 Set($AmbiguousDayInFuture, 0);
2422 =item C<$DefaultTimeUnitsToHours>
2424 Use this to set the default units for time entry to hours instead of
2425 minutes. Note that this only effects entry, not display.
2429 Set($DefaultTimeUnitsToHours, 0);
2431 =item C<$SimpleSearchIncludeResolved>
2433 By default, the simple ticket search in the top bar excludes "resolved" tickets
2434 unless a status argument is specified. Set this to a true value to include
2439 Set($SimpleSearchIncludeResolved, 0);
2441 =item C<$TimeInICal>
2443 By default, events in the iCal feed on the ticket search page
2444 contain only dates, making them all day calendar events. Set
2445 C<$TimeInICal> if you have start or due dates on tickets that
2446 have significant time values and you want those times to be
2447 included in the events in the iCal feed.
2449 This option can also be set as an individual user preference.
2453 Set($TimeInICal, 0);
2461 A complete description of RT's cryptography capabilities can be found in
2462 L<RT::Crypt>. At this moment, GnuPG (PGP) and SMIME security protocols are
2469 The following options apply to all cryptography protocols.
2471 By default, all enabled security protocols will analyze each incoming
2472 email. You may set C<Incoming> to a subset of this list, if some enabled
2473 protocols do not apply to incoming mail; however, this is usually
2474 unnecessary. Note that for any verification or decryption to occur for
2475 incoming mail, the C<Auth::Crypt> mail plugin must be added to
2476 L</@MailPlugins> as specified in L<RT::Crypt/Handling incoming messages>.
2478 For outgoing emails, the first security protocol from the above list is
2479 used. Use the C<Outgoing> option to set a security protocol that should
2480 be used in outgoing emails. At this moment, only one protocol can be
2481 used to protect outgoing emails.
2483 Set C<RejectOnUnencrypted> to 1 if all incoming email must be
2484 properly encrypted. All unencrypted emails will be rejected by RT.
2486 Set C<RejectOnMissingPrivateKey> to 0 if you don't want to reject
2487 emails encrypted for key RT doesn't have and can not decrypt.
2489 Set C<RejectOnBadData> to 0 if you don't want to reject letters
2490 with incorrect data.
2492 If you want to allow people to encrypt attachments inside the DB then
2493 set C<AllowEncryptDataInDB> to 1.
2495 Set C<Dashboards> to a hash with Encrypt and Sign keys to control
2496 whether dashboards should be encrypted and/or signed correspondingly.
2497 By default they are not encrypted or signed.
2504 Incoming => undef, # ['GnuPG', 'SMIME']
2505 Outgoing => undef, # 'SMIME'
2507 RejectOnUnencrypted => 0,
2508 RejectOnMissingPrivateKey => 1,
2509 RejectOnBadData => 1,
2511 AllowEncryptDataInDB => 0,
2519 =head2 SMIME configuration
2521 A full description of the SMIME integration can be found in
2522 L<RT::Crypt::SMIME>.
2528 Set C<Enable> to 0 or 1 to disable or enable SMIME for
2529 encrypting and signing messages.
2531 Set C<OpenSSL> to path to F<openssl> executable.
2533 Set C<Keyring> to directory with key files. Key and certificates should
2534 be stored in a PEM file in this directory named named, e.g.,
2535 F<email.address@example.com.pem>.
2537 Set C<CAPath> to either a PEM-formatted certificate of a single signing
2538 certificate authority, or a directory of such (including hash symlinks
2539 as created by the openssl tool C<c_rehash>). Only SMIME certificates
2540 signed by these certificate authorities will be treated as valid
2541 signatures. If left unset (and C<AcceptUntrustedCAs> is unset, as it is
2542 by default), no signatures will be marked as valid!
2544 Set C<AcceptUntrustedCAs> to allow arbitrary SMIME certificates, no
2545 matter their signing entities. Such mails will be marked as untrusted,
2546 but signed; C<CAPath> will be used to mark which mails are signed by
2547 trusted certificate authorities. This configuration is generally
2548 insecure, as it allows the possibility of accepting forged mail signed
2549 by an untrusted certificate authority.
2551 Setting C<AcceptUntrustedCAs> also allows encryption to users with
2552 certificates created by untrusted CAs.
2554 Set C<Passphrase> to a scalar (to use for all keys), an anonymous
2555 function, or a hash (to look up by address). If the hash is used, the
2556 '' key is used as a default.
2558 See L<RT::Crypt::SMIME> for details.
2565 Enable => @RT_SMIME@,
2566 OpenSSL => 'openssl',
2567 Keyring => q{@RT_VAR_PATH@/data/smime},
2569 AcceptUntrustedCAs => undef,
2570 Passphrase => undef,
2573 =head2 GnuPG configuration
2575 A full description of the (somewhat extensive) GnuPG integration can
2576 be found by running the command `perldoc L<RT::Crypt::GnuPG>` (or
2577 `perldoc lib/RT/Crypt/GnuPG.pm` from your RT install directory).
2583 Set C<Enable> to 0 or 1 to disable or enable GnuPG interfaces
2584 for encrypting and signing outgoing messages.
2586 Set C<GnuPG> to the name or path of the gpg binary to use.
2588 Set C<Passphrase> to a scalar (to use for all keys), an anonymous
2589 function, or a hash (to look up by address). If the hash is used, the
2590 '' key is used as a default.
2592 Set C<OutgoingMessagesFormat> to 'inline' to use inline encryption and
2593 signatures instead of 'RFC' (GPG/MIME: RFC3156 and RFC1847) format.
2600 Passphrase => undef,
2601 OutgoingMessagesFormat => "RFC", # Inline
2604 =item C<%GnuPGOptions>
2606 Options to pass to the GnuPG program.
2608 If you override this in your RT_SiteConfig, you should be sure to
2609 include a homedir setting.
2611 Note that options with '-' character MUST be quoted.
2616 homedir => q{@RT_VAR_PATH@/data/gpg},
2618 # URL of a keyserver
2619 # keyserver => 'hkp://subkeys.pgp.net',
2621 # enables the automatic retrieving of keys when verifying signatures
2622 # 'keyserver-options' => 'auto-key-retrieve',
2631 =head2 Lifecycle definitions
2633 Each lifecycle is a list of possible statuses split into three logic
2634 sets: B<initial>, B<active> and B<inactive>. Each status in a
2635 lifecycle must be unique. (Statuses may not be repeated across sets.)
2636 Each set may have any number of statuses.
2642 active => ['open', 'stalled'],
2643 inactive => ['resolved', 'rejected', 'deleted'],
2647 Status names can be from 1 to 64 ASCII characters. Statuses are
2648 localized using RT's standard internationalization and localization
2655 You can define multiple B<initial> statuses for tickets in a given
2658 RT will automatically set its B<Started> date when you change a
2659 ticket's status from an B<initial> state to an B<active> or
2664 B<Active> tickets are "currently in play" - they're things that are
2665 being worked on and not yet complete.
2669 B<Inactive> tickets are typically in their "final resting state".
2671 While you're free to implement a workflow that ignores that
2672 description, typically once a ticket enters an inactive state, it will
2673 never again enter an active state.
2675 RT will automatically set the B<Resolved> date when a ticket's status
2676 is changed from an B<Initial> or B<Active> status to an B<Inactive>
2679 B<deleted> is still a special status and protected by the
2680 B<DeleteTicket> right, unless you re-defined rights (read below). If
2681 you don't want to allow ticket deletion at any time simply don't
2682 include it in your lifecycle.
2686 Statuses in each set are ordered and listed in the UI in the defined
2689 Changes between statuses are constrained by transition rules, as
2692 =head2 Default values
2694 In some cases a default value is used to display in UI or in API when
2695 value is not provided. You can configure defaults using the following
2702 on_resolve => 'resolved',
2707 The following defaults are used.
2713 If you (or your code) doesn't specify a status when creating a ticket,
2714 RT will use the this status. See also L</Statuses available during
2719 When tickets are merged, the status of the ticket that was merged
2720 away is forced to this value. It should be one of inactive statuses;
2721 'resolved' or its equivalent is most probably the best candidate.
2725 When an approval is accepted, the status of depending tickets will
2726 be changed to this value.
2730 When an approval is denied, the status of depending tickets will
2731 be changed to this value.
2733 =item reminder_on_open
2735 When a reminder is opened, the status will be changed to this value.
2737 =item reminder_on_resolve
2739 When a reminder is resolved, the status will be changed to this value.
2743 =head2 Transitions between statuses and UI actions
2745 A B<Transition> is a change of status from A to B. You should define
2746 all possible transitions in each lifecycle using the following format:
2751 '' => [qw(new open resolved)],
2752 new => [qw(open resolved rejected deleted)],
2753 open => [qw(stalled resolved rejected deleted)],
2754 stalled => [qw(open)],
2755 resolved => [qw(open)],
2756 rejected => [qw(open)],
2757 deleted => [qw(open)],
2762 The order of items in the listing for each transition line affects
2763 the order they appear in the drop-down. If you change the config
2764 for 'open' state listing to:
2766 open => [qw(stalled rejected deleted resolved)],
2768 then the 'resolved' status will appear as the last item in the drop-down.
2770 =head3 Statuses available during ticket creation
2772 By default users can create tickets with a status of new,
2773 open, or resolved, but cannot create tickets with a status of
2774 rejected, stalled, or deleted. If you want to change the statuses
2775 available during creation, update the transition from '' (empty
2776 string), like in the example above.
2778 =head3 Protecting status changes with rights
2780 A transition or group of transitions can be protected by a specific
2781 right. Additionally, you can name new right names, which will be added
2782 to the system to control that transition. For example, if you wished to
2783 create a lesser right than ModifyTicket for rejecting tickets, you could
2789 '* -> deleted' => 'DeleteTicket',
2790 '* -> rejected' => 'RejectTicket',
2791 '* -> *' => 'ModifyTicket',
2796 This would create a new C<RejectTicket> right in the system which you
2797 could assign to whatever groups you choose.
2799 On the left hand side you can have the following variants:
2806 Valid transitions are listed in order of priority. If a user attempts
2807 to change a ticket's status from B<new> to B<open> then the lifecycle
2808 is checked for presence of an exact match, then for 'any to B<open>',
2809 'B<new> to any' and finally 'any to any'.
2811 If you don't define any rights, or there is no match for a transition,
2812 RT will use the B<DeleteTicket> or B<ModifyTicket> as appropriate.
2814 =head3 Labeling and defining actions
2816 For each transition you can define an action that will be shown in the
2817 UI; each action annotated with a label and an update type.
2819 Each action may provide a default update type, which can be
2820 B<Comment>, B<Respond>, or absent. For example, you may want your
2821 staff to write a reply to the end user when they change status from
2822 B<new> to B<open>, and thus set the update to B<Respond>. Neither
2823 B<Comment> nor B<Respond> are mandatory, and user may leave the
2824 message empty, regardless of the update type.
2826 This configuration can be used to accomplish what
2827 $ResolveDefaultUpdateType was used for in RT 3.8.
2829 Use the following format to define labels and actions of transitions:
2834 'new -> open' => { label => 'Open it', update => 'Respond' },
2835 'new -> resolved' => { label => 'Resolve', update => 'Comment' },
2836 'new -> rejected' => { label => 'Reject', update => 'Respond' },
2837 'new -> deleted' => { label => 'Delete' },
2839 'open -> stalled' => { label => 'Stall', update => 'Comment' },
2840 'open -> resolved' => { label => 'Resolve', update => 'Comment' },
2841 'open -> rejected' => { label => 'Reject', update => 'Respond' },
2843 'stalled -> open' => { label => 'Open it' },
2844 'resolved -> open' => { label => 'Re-open', update => 'Comment' },
2845 'rejected -> open' => { label => 'Re-open', update => 'Comment' },
2846 'deleted -> open' => { label => 'Undelete' },
2851 In addition, you may define multiple actions for the same transition.
2852 Alternately, you may use '* -> x' to match more than one transition.
2859 'new -> rejected' => { label => 'Reject', update => 'Respond' },
2860 'new -> rejected' => { label => 'Quick Reject' },
2862 '* -> deleted' => { label => 'Delete' },
2868 =head2 Moving tickets between queues with different lifecycles
2870 Unless there is an explicit mapping between statuses in two different
2871 lifecycles, you can not move tickets between queues with these
2872 lifecycles -- even if both use the exact same set of statuses.
2873 Such a mapping is defined as follows:
2876 'from lifecycle -> to lifecycle' => {
2877 'status in left lifecycle' => 'status in right lifecycle',
2887 initial => [qw(new)], # loc_qw
2888 active => [qw(open stalled)], # loc_qw
2889 inactive => [qw(resolved rejected deleted)], # loc_qw
2893 on_merge => 'resolved',
2895 denied => 'rejected',
2896 reminder_on_open => 'open',
2897 reminder_on_resolve => 'resolved',
2901 "" => [qw(new open resolved)],
2903 # from => [ to list ],
2904 new => [qw( open stalled resolved rejected deleted)],
2905 open => [qw(new stalled resolved rejected deleted)],
2906 stalled => [qw(new open rejected resolved deleted)],
2907 resolved => [qw(new open stalled rejected deleted)],
2908 rejected => [qw(new open stalled resolved deleted)],
2909 deleted => [qw(new open stalled rejected resolved )],
2912 '* -> deleted' => 'DeleteTicket',
2913 '* -> *' => 'ModifyTicket',
2916 'new -> open' => { label => 'Open It', update => 'Respond' }, # loc{label}
2917 'new -> resolved' => { label => 'Resolve', update => 'Comment' }, # loc{label}
2918 'new -> rejected' => { label => 'Reject', update => 'Respond' }, # loc{label}
2919 'new -> deleted' => { label => 'Delete', }, # loc{label}
2920 'open -> stalled' => { label => 'Stall', update => 'Comment' }, # loc{label}
2921 'open -> resolved' => { label => 'Resolve', update => 'Comment' }, # loc{label}
2922 'open -> rejected' => { label => 'Reject', update => 'Respond' }, # loc{label}
2923 'stalled -> open' => { label => 'Open It', }, # loc{label}
2924 'resolved -> open' => { label => 'Re-open', update => 'Comment' }, # loc{label}
2925 'rejected -> open' => { label => 'Re-open', update => 'Comment' }, # loc{label}
2926 'deleted -> open' => { label => 'Undelete', }, # loc{label}
2929 # don't change lifecyle of the approvals, they are not capable to deal with
2932 initial => [ 'new' ],
2933 active => [ 'open', 'stalled' ],
2934 inactive => [ 'resolved', 'rejected', 'deleted' ],
2938 on_merge => 'resolved',
2939 reminder_on_open => 'open',
2940 reminder_on_resolve => 'resolved',
2944 '' => [qw(new open resolved)],
2946 # from => [ to list ],
2947 new => [qw(open stalled resolved rejected deleted)],
2948 open => [qw(new stalled resolved rejected deleted)],
2949 stalled => [qw(new open rejected resolved deleted)],
2950 resolved => [qw(new open stalled rejected deleted)],
2951 rejected => [qw(new open stalled resolved deleted)],
2952 deleted => [qw(new open stalled rejected resolved)],
2955 '* -> deleted' => 'DeleteTicket',
2956 '* -> rejected' => 'ModifyTicket',
2957 '* -> *' => 'ModifyTicket',
2960 'new -> open' => { label => 'Open It', update => 'Respond' }, # loc{label}
2961 'new -> resolved' => { label => 'Resolve', update => 'Comment' }, # loc{label}
2962 'new -> rejected' => { label => 'Reject', update => 'Respond' }, # loc{label}
2963 'new -> deleted' => { label => 'Delete', }, # loc{label}
2964 'open -> stalled' => { label => 'Stall', update => 'Comment' }, # loc{label}
2965 'open -> resolved' => { label => 'Resolve', update => 'Comment' }, # loc{label}
2966 'open -> rejected' => { label => 'Reject', update => 'Respond' }, # loc{label}
2967 'stalled -> open' => { label => 'Open It', }, # loc{label}
2968 'resolved -> open' => { label => 'Re-open', update => 'Comment' }, # loc{label}
2969 'rejected -> open' => { label => 'Re-open', update => 'Comment' }, # loc{label}
2970 'deleted -> open' => { label => 'Undelete', }, # loc{label}
2979 =head1 Administrative interface
2983 =item C<$ShowRTPortal>
2985 RT can show administrators a feed of recent RT releases and other
2986 related announcements and information from Best Practical on the top
2987 level Admin page. This feature helps you stay up to date on
2988 RT security announcements and version updates.
2990 RT provides this feature using an "iframe" on C</Admin/index.html>
2991 which asks the administrator's browser to show an inline page from
2992 Best Practical's website.
2994 If you'd rather not make this feature available to your
2995 administrators, set C<$ShowRTPortal> to 0.
2999 Set($ShowRTPortal, 1);
3001 =item C<%AdminSearchResultFormat>
3003 In the admin interface, format strings similar to tickets result
3004 formats are used. Use C<%AdminSearchResultFormat> to define the format
3005 strings used in the admin interface on a per-RT-class basis.
3009 Set(%AdminSearchResultFormat,
3011 q{'<a href="__WebPath__/Admin/Queues/Modify.html?id=__id__">__id__</a>/TITLE:#'}
3012 .q{,'<a href="__WebPath__/Admin/Queues/Modify.html?id=__id__">__Name__</a>/TITLE:Name'}
3013 .q{,__Description__,__Address__,__Priority__,__DefaultDueIn__,__Lifecycle__,__SubjectTag__,__Disabled__},
3016 q{'<a href="__WebPath__/Admin/Groups/Modify.html?id=__id__">__id__</a>/TITLE:#'}
3017 .q{,'<a href="__WebPath__/Admin/Groups/Modify.html?id=__id__">__Name__</a>/TITLE:Name'}
3018 .q{,'__Description__',__Disabled__},
3021 q{'<a href="__WebPath__/Admin/Users/Modify.html?id=__id__">__id__</a>/TITLE:#'}
3022 .q{,'<a href="__WebPath__/Admin/Users/Modify.html?id=__id__">__Name__</a>/TITLE:Name'}
3023 .q{,__RealName__, __EmailAddress__,__Disabled__},
3026 q{'<a href="__WebPath__/Admin/CustomFields/Modify.html?id=__id__">__id__</a>/TITLE:#'}
3027 .q{,'<a href="__WebPath__/Admin/CustomFields/Modify.html?id=__id__">__Name__</a>/TITLE:Name'}
3028 .q{,__AddedTo__, __FriendlyType__, __FriendlyPattern__,__Disabled__},
3031 q{'<a href="__WebPath__/Admin/Scrips/Modify.html?id=__id____From__">__id__</a>/TITLE:#'}
3032 .q{,'<a href="__WebPath__/Admin/Scrips/Modify.html?id=__id____From__">__Description__</a>/TITLE:Description'}
3033 .q{,__Condition__, __Action__, __Template__, __Disabled__},
3036 q{'<a href="__WebPath__/__WebRequestPathDir__/Template.html?Queue=__QueueId__&Template=__id__">__id__</a>/TITLE:#'}
3037 .q{,'<a href="__WebPath__/__WebRequestPathDir__/Template.html?Queue=__QueueId__&Template=__id__">__Name__</a>/TITLE:Name'}
3038 .q{,'__Description__','__UsedBy__','__IsEmpty__'},
3040 q{ '<a href="__WebPath__/Admin/Articles/Classes/Modify.html?id=__id__">__id__</a>/TITLE:#'}
3041 .q{,'<a href="__WebPath__/Admin/Articles/Classes/Modify.html?id=__id__">__Name__</a>/TITLE:Name'}
3042 .q{,__Description__,__Disabled__},
3045 =item C<%AdminSearchResultRows>
3047 Use C<%AdminSearchResultRows> to define the search result rows in the admin
3048 interface on a per-RT-class basis.
3052 Set(%AdminSearchResultRows,
3067 =head1 Development options
3073 RT comes with a "Development mode" setting. This setting, as a
3074 convenience for developers, turns on several of development options
3075 that you most likely don't want in production:
3081 Disables CSS and JS minification and concatenation. Both CSS and JS
3082 will be instead be served as a number of individual smaller files,
3083 unchanged from how they are stored on disk.
3087 Uses L<Module::Refresh> to reload changed Perl modules on each
3092 Turns off Mason's C<static_source> directive; this causes Mason to
3093 reload template files which have been modified on disk.
3097 Turns on Mason's HTML C<error_format>; this renders compilation errors
3098 to the browser, along with a full stack trace. It is possible for
3099 stack traces to reveal sensitive information such as passwords or
3104 Turns off caching of callbacks; this enables additional callbacks to
3105 be added while the server is running.
3114 =item C<$RecordBaseClass>
3116 What abstract base class should RT use for its records. You should
3117 probably never change this.
3119 Valid values are C<DBIx::SearchBuilder::Record> or
3120 C<DBIx::SearchBuilder::Record::Cachable>
3124 Set($RecordBaseClass, "DBIx::SearchBuilder::Record::Cachable");
3127 =item C<@MasonParameters>
3129 C<@MasonParameters> is the list of parameters for the constructor of
3130 HTML::Mason's Apache or CGI Handler. This is normally only useful for
3131 debugging, e.g. profiling individual components with:
3133 use MasonX::Profiler; # available on CPAN
3134 Set(@MasonParameters, (preamble => 'my $p = MasonX::Profiler->new($m, $r);'));
3138 Set(@MasonParameters, ());
3140 =item C<$StatementLog>
3142 RT has rudimentary SQL statement logging support; simply set
3143 C<$StatementLog> to be the level that you wish SQL statements to be
3146 Enabling this option will also expose the SQL Queries page in the
3147 Admin -> Tools menu for SuperUsers.
3151 Set($StatementLog, undef);