Installing integrated RT ticketing

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

Perl minimum version 5.8.3 is required. HTML::Mason is required.

Install the following perl modules:

• Apache::Session
• HTML::TreeBuilder
• HTML::FormatText
• Test::Inline
• Class::ReturnValue
• DBIx::SearchBuilder
• Log::Dispatch
• Locale::Maketext::Lexicon
• Locale::Maketext::Fuzzy
• MIME::Entity
• Text::Wrapper
• Time::ParseDate
• Term::ReadKey
• Text::Autoformat
• Text::Quoted
• Regexp::Common

Create a new Unix group called 'rt'

make configure-rt
make create-rt
make install-rt

Add the following to your httpd.conf:

# replace /var/www/freeside with your freeside document root
<DirectoryMatch "^/var/www/freeside/rt/.*NoAuth">
<Limit GET POST>
allow from all
Satisfy any   
SetHandler perl-script
PerlHandler HTML::Mason
</Limit>
</DirectoryMatch>
# replace /var/www/freeside with your freeside document root
<DirectoryMatch "^/var/www/freeside/rt/.*NoAuth/images">
SetHandler None
</DirectoryMatch>
# replace /var/www/freeside with your freeside document root
<Directory /var/www/freeside/rt/Ticket/Attachment> 
SetHandler perl-script 
PerlHandler HTML::Mason 
</Directory>

Set the ticket_system configuration value to RT_Internal. You may also wish to set ticket_system-default_queueid once you have RT configured.

Bootstrap RT's permissions:

• Click on "Ticketing Main" on the Freeside main menu to auto-create an RT login for your username
• Run freeside-adduser -h /usr/local/etc/freeside/htpasswd root and set a (temporary) password
• Log into your Freeside installation as the "root" user you just created, by closing your browser or using https://root@yourmachone/freeside/ syntax.
• Click on "Ticketing Main" on the Freeside main menu. Click on "Configuration", then "Global", and then "User Rights". Grant the "SuperUser" right to your RT login.
• Remove the temporary "root" user from /usr/local/etc/freeside/mapsecrets and /usr/local/etc/freeside/htpasswd

Follow the regular RT documentation to configure RT, setup the mailgate, etc.