The Install

# wget http://download.bestpractical.com/pub/rt/release/rt-3.6.0.tar.gz
# gtar xvsfz rt-3.6.0.tar.gz
# cd rt-3.6.0
# ./configure --prefix=/opt/rt --with-web-user=webserver --with-web-group=web
# gmake testdeps

# gmake install

The actual "gmake install" (along with "gmake fixdeps") has to either be run as root or via sudo, of course.

Configuring

1. Edit config files: see RT_SiteConfig.pm, which should go into /opt/rt/etc after tailoring.

2. # cd /opt/rt/sbin
   # sudo ./rt-setup-database --action init --dba dbadmin --prompt-for-dba-password
   

3. Configure Apache; add this line at the bottom of httpd.conf, and put the appropriate file (apache-modperl.conf) in place:

   Include /opt/rt/etc/apache-modperl.conf
   

   Alternatively, you could just copy/paste the contents of this file into httpd.conf, but keeping it separate allows you to easily comment it out entirely (just this one Include line), update the outside file without worrying about the apache conf, or maintain different versions of the file that can be easily selected via a symlink or changing this Include line. It just makes sense.
4. Restart Apache:

   # sudo apachectl stop
   # sudo apachectl start
   

5. Log into http://location.ks.uiuc.edu/rt as root:password (yes, the default password is "password", so change it immediately).
6. Add the users:
   • Add any authorized users we might need (people who will need to access the RT web interface, not just submit new tickets to it).

     Configuration > Users > New User

     Be sure to check the "Let this user be granted rights" box.
   • It's most likely desirable to allow users to update their own information (like their password). Go to Configuration > Global > User Rights and grant each user the right to "ModifySelf."
7. Add the groups:
   • Add "sysadmin" and "sysassist" queues, as well as any others we need.

     Configuration > Groups > New Group

     Immediately after creating the group, you can click "Members" to add the necessary users.
8. Add the queues:
   • Again, add "sysadmin" and "sysassist" and probably any other group you've created as a queue to house their tickets.

     Configuration > Queues > New Queue

     After adding the queue, click "Group Rights", and grant the target group the following rights:

     CommentOnTicket
     CreateTicket
     DeleteTicket
     ModifyTicket
     OwnTicket
     ReplyToTicket
     SeeQueue
     ShowACL
     ShowOutgoingEmail
     ShowTicket
     ShowTicketComments
     StealTicket
     TakeTicket
     Watch
     

     If this is to be a public queue (like sysadmin, where regular users can send email as a new ticket), then also give the group "Everyone" the following rights:

     CommentOnTicket
     CreateTicket
     ReplyToTicket
     ShowTicket
     ShowTicketComments
     

For Mail

1. Perform a base-install of RT on mailhost:

   # wget http://download.bestpractical.com/pub/rt/release/rt-3.6.0.tar.gz
   # gtar xvsfz rt-3.6.0.tar.gz
   # cd rt-3.6.0
   # ./configure --prefix=/opt/rt
   # gmake sbin-install
   # gmake bin-install
   # gmake libs-install
   

   This is all just to be able to use the script rt-mailgate, which depends on the RT library but doesn't have as many non-standard module dependencies (it worked the first time off the bat).
2. Then, edit the aliases map in /Common/mail_aliases to include lines for the groups you want to include, such as:

   rt: "|/opt/rt/bin/rt-mailgate -queue sysadmin --action correspond --url http://peoria.ks.uiuc.edu/rt"
   rt-comment: "|/opt/rt/bin/rt-mailgate -queue sysadmin --action comment --url http://peoria.ks.uiuc.edu/rt"
   

   When this is fully set up, these rules should be for "sysadmin". If we have any other queues we want to administrate via RT, those should have their own addresses, and the argument to --queue should be set accordingly. As always, any occurrence of peoria.ks.uiuc.edu in this document should be replaced with the actual location when installing for real.
   
   *Note: This second "comment" address probably won't be needed, but it doesn't hurt to have it.

See Also

• RT Homepage
• RT Wiki (very useful)

Contacts

• Written by Jacob Beacham