https://rt-wiki.bestpractical.com/api.php?action=feedcontributions&feedformat=atom&user=MaureenRequest Tracker Wiki - User contributions [en]2026-08-22T17:40:54ZUser contributionsMediaWiki 1.41.1https://rt-wiki.bestpractical.com/index.php?title=ManualAdministration&diff=26894ManualAdministration2019-04-01T17:31:31Z<p>Maureen: </p>
<hr />
<div>Prev: [[ManualUsingWebInterface]] --- Up: [[UserManual]] --- Next: [[ManualRights]]<br />
<br />
== Chapter 4 RT Administration ==<br />
<br />
In this chapter, you'll learn how to use RT's built-in features to control users, groups, queues, and even the entire system.<br />
<br />
A word about the instructions in this chapter. Clicking the Admin menu item will take you to the main Admin page, where you can then choose from Users, Groups, Queues, and Global. So most of our clickpaths in this chapter start with the step "click Admin," but that step isn't always necessary. If you've already clicked Admin and then Users, for example, you won't need to click them both again to admin users. Soon it will be obvious which steps you can skip and when, but our clickpaths all start from the beginning just to be as explicit as possible and provide instructions that can be used by anyone from anywhere in RT.<br />
<br />
Before you start performing specific tasks, you should understand a few administration concepts. Read the Security, Rights, Custom fields, Scrips, and Approval sections below, and the beginning of each of the sections Users, Groups and Queues.<br />
<br />
== SECURITY ==<br />
<br />
Basically, the usual rules of computer security apply:<br />
<br />
* Don't put sensitive information (like credit card numbers) in any non-encrypted place like RT or your email program.<br />
* Be aware that RT stores passwords in its database in an encrypted form.<br />
* Also be aware that RT often sends unencrypted email containing replies and comments.<br />
* RT lets you set a minimum password length for your users. Look for a value called [[MinPasswordLength]] in your configuration file.<br />
* Use the SSL (Secure Sockets Layer) protocol for your server -- RT works fine over SSL. If you want to use HTTPS (HTTP over SSL) to secure traffic from the mail gateway to the web server, you'll need to install an additional package, the <code>libwww-perl</code> package, which RT's mail gateway uses to talk to the RT server.<br />
<br />
We now quote from <code>readme.ssl</code> in the <code>libwww-perl</code> package:<br />
<br />
The libwww-perl package has support for using SSL/TLSv1 with its HTTP<br />
client and server classes. This support makes it possible to access https<br />
schemed URLs with LWP. Because of the problematic status of encryption<br />
software in general and certain encryption algorithms in particular, in<br />
several countries, libwww-perl package doesn't include SSL functionality<br />
out-of-the-box.<br />
<br />
Encryption support is obtained through the use of [=Crypt::[[SSLeay]]] or <code>IO::Socket::SSL</code>, which can both be found from [http://www.cpan.org/ CPAN]. While <code>libwww-perl</code> has "plug-and-play" support for both of these modules (as of v5.45), the recommended module to use is [=Crypt::[[SSLeay]]].<br />
<br />
== RIGHTS ==<br />
<br />
A right is permission for a user or group to do something in RT.<br />
<br />
* Rights can be granted for individual groups, for individual queues, or across the whole system.<br />
* Rights can be given to groups, roles (Requestor, Owner, Cc, [[AdminCc]]), system groups (everyone, staff users, non-staff users) or individual users.<br />
* Rights can be delegated. See the Delegating Rights section of this chapter.<br />
<br />
It sounds complicated, but just ask yourself these questions:<br />
<br />
* Who do you want to get the right:<br />
** a group of users, one user?<br />
** all ticket owners, all staff users, everybody?<br />
* Where do you want the right to apply:<br />
** a queue or all queues?<br />
** in the case of a group right, one group or all groups?<br />
<br />
We give step-by-step directions for granting (and revoking) rights throughout this chapter in the beginning of the sections Users, Groups, Queues, and Global. To delegate rights, see the Delegating Rights section in Chapter 3: Using RT on the Web.<br />
<br />
== CUSTOM FIELDS ==<br />
<br />
Custom fields are data fields that you can make up according to your organization's needs. You can create them for particular queues or globally. They appear on a ticket's Display page under the heading Custom fields.<br />
<br />
There are four general types of custom fields:<br />
<br />
* Select one value: the user can select one value. The field is rendered as a box.<br />
* Select multiple values: the user can select one or several values. The field is rendered as a box.<br />
* Enter one value: the user can type one value. The field is rendered as a text box.<br />
* Enter multiple values: the user can type one or several values separated by line breaks. The field is rendered as a text box.<br />
<br />
Note: Whenever you encounter a listing of custom fields (for a queue or globally), check the "Include Disabled Custom Fields in Listing" checkbox to view any custom fields which have been disabled and are inactive.<br />
<br />
'''Warning!''' If you create a custom field, you '''must''' also enable it in "Global/Custom Fields" or "Queue/&lt;some queue&gt;/Custom Fields". This applies even for User and Group custom fields, that don't make sense to enable per-queue.<br />
<br />
<br />
<br />
See [[ManualScrips]] for more detail.<br />
<br />
== APPROVAL ==<br />
<br />
RT provides infrastructure for approvals and signoff for processes within your organization. RT Approvals are a useful way to get tickets OK'd by management without creating a new system. A supervisor's approval can be a ticket; another ticket can depend on that ticket being resolved.<br />
<br />
For instance, let's say you and your coworkers need permission from the CEO before you can make capital purchases. You can set up RT so that tickets in the Capital Purchases queue create an approval ticket that sends email to the CEO, who will then click Approval in the left side navigation bar to give the thumbs up. For an example of the custom programming required to create approvals, see Appendix 5: Creating approvals.<br />
<br />
Most people won't ever need to click Approval, but we like to keep bosses happy, so here is the Approval screen:<br />
<br />
[screenshot]<br />
<br />
It is basically a search page. Check any of the checkboxes, or enter dates in the text boxes, to narrow down the list of approval items you'd like to view. Usually, you will probably want to leave the default checkbox, Show pending requests, checked so you can see the list of tickets that should be approved or rejected. Then click the Submit button (not pictured) to see the results.<br />
<br />
== USERS ==<br />
<br />
A user is a person who is in any way involved with RT. There are two general types of users:<br />
<br />
* staff: people who get to do things in RT. (Referred to as "privileged")<br />
* non-staff: generally people outside your organization, like customers. (Referred to as "unprivileged")<br />
<br />
Whenever someone new submits a request, RT automatically creates a non-staff account for that person. Non-staff users don't generally have any rights within RT, unless their role (such as "requestor") has been granted rights.<br />
<br />
Note: You can't delete users, only disable them. So disabled users are also a user group of sorts. See also the Disabling a user subsection below.<br />
<br />
<h3 data-rte-spaces-before="1" data-rte-spaces-after="1">CREATING A USER</h3><br />
Sometimes it may be necessary to add a user to RT:<br />
<br />
click Configuration -&gt; click Users -&gt; click New user in the left side<br />
navigation bar<br />
<br />
At this time, you'll be on the Create a New User page, which offers many options for this new user. The only one that's mandatory is choosing a username, though filling in other fields would be useful. Here is a list of headings and which fields you'll find under each of them:<br />
<br />
<ul data-rte-empty-lines-before="1"><li data-rte-spaces-before="1">Identity: text fields for Username, Email, Real Name, Nickname, Unix Login, and Extra Info.</li><li data-rte-spaces-before="1">Location: text fields for Organization, Address1, Address2, City, State, Zip, and Country.</li></ul><br />
Access Control has some options that require comment:<br />
<br />
<ul data-rte-empty-lines-before="1"><li data-rte-spaces-before="1">Let this user access RT checkbox: This is checked by default and means the user has not been disabled.</li><li data-rte-spaces-before="1">Let this user be granted rights checkbox: This is unchecked by default. Check the box to make this a staff (privileged) user.</li><li data-rte-spaces-before="1">New Password and Retype Password text boxes: Each user needs a password, and RT won't randomly assign one. If you leave these fields blank, the user's account will be locked and she won't be able to do anything that requires a password -- that is, just about anything other than sending and receiving ticket-related email from her regular email account. Note that you cannot create a password at the same time as adding a new user - you need to add the user, click Submit, and then fill in the password and click Submit again.</li><li data-rte-spaces-before="1">Phone numbers: text fields for Home, Work, Mobile, and Pager.</li><li data-rte-spaces-before="1">Comments about this user: a text field for any information not already entered in other fields.</li></ul><br />
Click the Submit button when you're done.Note: You may find that when you add a user, you get an error "Name in use". This is probably because you have sent test emails when configuring the mail gateway. Click on "Users" and enter the search for the username or email address, making sure to check "Include disabled users in search."<br />
<br />
=== SEARCHING FOR A USER ===<br />
<br />
To find an RT user:<br />
<br />
* click Configuration<br />
* click Users<br />
* select the proper options from the drop-down menus, and enter a phrase or partial phrase<br />
* check the Include Disabled Users search box only if necessary (for instance, to restore an account)<br />
* click the Go! button<br />
<br />
[screenshot]<br />
<br />
You'll be shown a list of matching users. If not, try again.<br />
<br />
=== GRANTING USER RIGHTS ===<br />
<br />
Before you grant a user any rights, you must make her a staff user:<br />
<br />
* click Configuration<br />
* click Users<br />
* click name of user (or search for a user, then click)<br />
* check the Let this User be Granted Rights box<br />
* click the Submit button<br />
<br />
To grant group rights to a user:<br />
<br />
* click Configuration<br />
* click Groups<br />
* click a group name<br />
* click User Rights in the left side navigation bar<br />
* locate the correct user and select right(s) from the New rights listbox next to that user<br />
* click the Submit button at the bottom of the page<br />
<br />
Users granted rights this way will be able to:<br />
<br />
* create and modify this particular group (if granted the Admin Group right)<br />
* add or remove members from this group (if granted the Admin Group Membership right)<br />
* add or remove themselves from this group (if granted the Modify Own Membership right)<br />
<br />
See also the Granting Group Rights subsection of the Groups section to grant these same group rights to a subgroup or system group, rather than for individual users.<br />
<br />
To grant queue rights to a user:<br />
<br />
* click Configuration<br />
* click Queues<br />
* click the name of a queue<br />
* click User Rights in the left side navigation bar<br />
* select right(s) from the New rights listbox next to the correct user(s)<br />
* click the Submit button at the bottom of the page<br />
<br />
Users granted rights this way will be able to use the rights in this queue only. See also the Granting Queue Rights subsection of the Queues section.<br />
<br />
To grant global rights to a user:<br />
<br />
* click Configuration<br />
* click Global<br />
* click User Rights in the left side navigation bar<br />
* select desired right(s) from the New Rights listbox next to the correct user(s)<br />
* click the Submit button at the bottom of the page<br />
<br />
Users granted rights this way will be able to use those rights in any queue.<br />
<br />
=== REVOKING USER RIGHTS ===<br />
<br />
To make a user a non-staff user:<br />
<br />
* click Configuration<br />
* click Users<br />
* click name of user (or search for a user, then click)<br />
* clear the Let this user be granted rights checkbox<br />
* click the Submit button at the bottom of the page<br />
<br />
To take queue rights away from a user:<br />
<br />
* click Configuration<br />
* click Queues<br />
* click the name of the queue<br />
* click User Rights in the left side navigation bar<br />
* make sure you're looking at the correct user<br />
* check the checkbox next to the right you want to revoke<br />
* click the Submit button at the bottom of the page<br />
<br />
To take global rights away from a user:<br />
<br />
* click Configuration<br />
* click Global<br />
* click User Rights<br />
* make sure you're looking at the correct user<br />
* check the checkbox next to the right you want to revoke<br />
* click the Submit button at the bottom of the page<br />
<br />
=== DISABLING A USER ===<br />
<br />
You can't delete a user in RT, you can only disable them. That's because each user has data attached to him, so it's important for RT to keep some sort of record. The method for locking the user out of the system is disabling him. A disabled user won't be able to do anything and, by default, won't come up in user searches. But when you search for tickets from a disabled user in ticket search (like "requestor mail address matches ..."), the tickets with the disabled requestor are found.<br />
<br />
To disable a user:<br />
<br />
click Configuration -&gt; click Users -&gt; click on a user's name, or search<br />
for a user as described in the Searching for a user subsection and then<br />
click the user's name -&gt; clear the Let this user access RT checkbox -&gt;<br />
click the Submit button<br />
<br />
Now if someone searches for that user, he won't turn up unless the searcher checks the Include disabled users in search box on the search page.<br />
<br />
=== RE-ENABLING A USER ===<br />
<br />
You may need to allow a disabled user back into the system.<br />
<br />
To re-enable a user:<br />
<br />
click Configuration -&gt; click Users -&gt; check the Include disabled users<br />
in search checkbox -&gt; click the Go! button -&gt; click the name of the<br />
disabled user you'd like to re-enable -&gt; check the Let this user access<br />
RT checkbox -&gt; click the Submit button<br />
<br />
== GROUPS ==<br />
<br />
A group is a set of users. Generally, groups will contain users with something in common. There are five types of groups:<br />
<br />
* user-defined group: a group created by a staff user of RT.<br />
* system group: a group across RT such as "staff" (all staff users), "non-staff" (all non-staff users), and "everyone" (every single user). You can't change the membership of system groups.<br />
* role group: a group related to a ticket or queue. Queues have the role groups "Cc" and "[[AdminCc]]", while tickets have "Cc" and "[[AdminCc]]", plus "Requestor" and "Owner". The Members of the role groups are called "watchers". See the Adding Watchers to a Queue section of the chapter Setting Priority.<br />
* personal group: a group set up by a staff user for a purpose like delegating rights to it. As personal groups are mainly used for rights delegation, we've put them in the Delegating rights section of this chapter instead of the Groups section.<br />
* subgroup: a user-defined group that's part of another group, generally to illustrate a hierarchy. A subgroup has the same rights as its group, but a group doesn't necessarily have the same rights as its subgroups. Let's say you had a group called "United States." It might have subgroups like "Massachusetts," "New York," and so on. Massachusetts could have a subgroup "Boston." You could give a right to United States (and Massachusetts and Boston would get the right), or give a right to Massachusetts (and Boston would also get the right, but United States does not), or to Boston (neither Massachusetts nor United States get the right).<br />
<br />
=== CREATING A GROUP ===<br />
<br />
To make a new group:<br />
<br />
click Configuration -&gt; click Groups -&gt; click New Group in the left side<br />
navigation bar -&gt; type a name for the group in the Name text box -&gt; if<br />
possible, type a little about the group in the Description text box -&gt;<br />
click the Submit button at the bottom of the page<br />
<br />
You'll have to take these basic creation steps before you can alter other aspects of the group, as described in the subsections below.<br />
<br />
=== CHANGING A GROUP'S NAME OR DESCRIPTION ===<br />
<br />
This one, at least, is pretty easy:<br />
<br />
click Configuration -&gt; click Groups -&gt; click a group name -&gt; type new<br />
text in the Name and/or Description boxes -&gt; click the Submit button at<br />
the bottom of the page<br />
<br />
=== ADDING GROUP MEMBERS ===<br />
<br />
There are two types of members you can add or remove from a group: users and groups. If you make a group a member of another group, it is then a subgroup.<br />
<br />
To add a user or subgroup to a group:<br />
<br />
click Configuration -&gt; click Groups -&gt; click the name of a group -&gt;<br />
click Members in the left side navigation bar -&gt; in the Add members<br />
listbox, select the name of the user or group you'd like to add -&gt;<br />
click the Submit button<br />
<br />
The Add members listbox is multiselect, so you can select and add several members at once.<br />
<br />
=== REMOVING GROUP MEMBERS ===<br />
<br />
To remove a user or subgroup from a group:<br />
<br />
click Configuration -&gt; click Groups -&gt; click the name of a group -&gt;<br />
click Members in the left side navigation bar -&gt; under Current members,<br />
check the box next to the user(s) or subgroup(s) you'd like to remove<br />
-&gt; click the Submit button<br />
<br />
You can check as many boxes as needed.<br />
<br />
It is also possible to add new members while deleting other members; just do both before clicking Submit.<br />
<br />
=== GRANTING GROUP RIGHTS ===<br />
<br />
Group rights are slightly more complicated than user rights, but there are a few points that will help you keep them straight:<br />
<br />
* Rights granted to a user-defined group belong to all members of that group, as long as they stay members.<br />
* System groups: rights granted to the system group "everyone" go to all users, rights of "staff users" to go all staff users, and rights of "non-staff users" go to all non-staff users.<br />
* Rights granted to role groups (requestor, owner, Cc, [[AdminCc]]) are granted to users based on their role for the current ticket.<br />
* Groups can have the same rights as users, both for specific queues and globally.<br />
* There are three rights (Admin Group, Admin Group Membership, Modify Own Membership) that apply to groups rather than queues.<br />
<br />
To grant group rights to a user:<br />
<br />
click Configuration -&gt; click Groups -&gt; click the name of a group -&gt;<br />
click User Rights in the left side navigation bar -&gt; select right(s)<br />
from the New rights listbox next to the correct user(s) -&gt; click the<br />
Submit button<br />
<br />
Users granted rights this way will be able to create and modify this particular group (if granted the Admin Group right), add or remove members from this group (if granted the Admin Group Membership right), or add or remove themselves from this group (if granted the Modify Own Membership right).<br />
<br />
To grant group rights to a system group or subgroup:<br />
<br />
click Configuration -&gt; click Groups -&gt; click the name of the group -&gt;<br />
click Group Rights -&gt; select right(s) from the New rights listbox next<br />
to the correct group(s) -&gt; click the Submit button at the bottom of<br />
the page<br />
<br />
Subgroups and system groups granted rights this way will be able to create and modify this particular group (if granted the Admin Group right), add or remove members from this group (if granted the Admin Group Membership right), or add or remove themselves from this group (if granted the Modify Own Membership right).<br />
<br />
To grant queue rights to a group:<br />
<br />
click Configuration -&gt; click Queues -&gt; click the name of the queue -&gt;<br />
click Group Rights in the left side navigation bar -&gt; select right(s)<br />
from the New rights listbox next to the correct group(s) -&gt; click the<br />
Submit button at the bottom of the page<br />
<br />
Groups granted rights this way will be able to use the rights in this queue only.<br />
<br />
To grant global rights to a group:<br />
<br />
click Configuration -&gt; click Global -&gt; click Group Rights -&gt; select<br />
right(s) from the New rights listbox next to the correct group(s) -&gt;<br />
click the Submit button at the bottom of the page<br />
<br />
Groups granted rights this way will be able to use the rights in every queue.<br />
<br />
=== REVOKING GROUP RIGHTS ===<br />
<br />
To take group rights away from a user:<br />
<br />
click Configuration -&gt; click Groups -&gt; click the name of a group -&gt;<br />
click User Rights in the left side navigation bar -&gt; make sure you're<br />
looking at the correct user -&gt; check the checkbox next to the right you<br />
want to revoke -&gt; click the Submit button at the bottom of the page<br />
<br />
To take group rights away from a system group or subgroup:<br />
<br />
click Configuration -&gt; click Groups -&gt; click the name of the group -&gt;<br />
click Group Rights in the left side navigation bar -&gt; make sure you're<br />
looking at the correct group -&gt; check the checkbox next to the right<br />
you want to revoke -&gt; click the Submit button at the bottom of the page<br />
<br />
To take queue rights away from a group:<br />
<br />
click Configuration -&gt; click Queues -&gt; click the name of the queue -&gt;<br />
click Group Rights in the left side navigation bar -&gt; make sure you're<br />
looking at the correct group -&gt; check the checkbox next to the right<br />
you want to revoke -&gt; click the Submit button at the bottom of the page<br />
<br />
To take global rights away from a group:<br />
<br />
click Configuration -&gt; click Global -&gt; click Group Rights -&gt; make sure<br />
you're looking at the correct group -&gt; check the checkbox next to the<br />
right you want to revoke -&gt; click the Submit button at the bottom of<br />
the page<br />
<br />
== QUEUES ==<br />
<br />
For administrative purposes, it's worth noting that queues should be used to group together tickets with something in common. Also, queues can't be deleted, only disabled, so create with care. For instance, don't make a new queue for a one-off task or very short term project.<br />
<br />
=== CREATING A QUEUE ===<br />
<br />
Remember that queues cannot be deleted, just disabled. But if you really need a new one:<br />
<br />
click Configuration -&gt; click Queues -&gt; click New queue in the left side<br />
navigation bar<br />
<br />
You'll be presented with some boxes to fill in (The only field you really need to fill in is Queue Name, but providing as much information as possible always helps):<br />
<br />
* Queue Name: usually a single word<br />
* Description: the purpose of the queue<br />
* Subject Tag: (? used to prefix email subject line?)<br />
* Reply Address: the email address for the queue<br />
* Comment Address: an email address that receives internal comments<br />
* Priority starts at: This can be a value from 0-99. When a ticket is created in this queue, it will be given this priority by default. This is most useful when you have staff who work on more than one queue.<br />
* Over Time, priority moves toward: Again, a value from 0-99. This is intended to provide a ceiling for a ticket's priority.<br />
* Requests should be due in ___ days: provide a number here and, when a ticket is created, it will be given a due date that number of days later.<br />
<br />
There is also a checkbox, checked by default, that says Enabled (Unchecking this box will disable this queue). Leave that alone unless you want to get rid of the queue (see also the Disabling a queue subsection of the Queues section).<br />
<br />
When you're done, click the Submit button to create the queue. Then you can add or change information using the instructions in the sections Modifying a queue, Adding watchers to a queue, etc.<br />
<br />
=== SETTING PRIORITY ===<br />
<br />
RT user Luke Hankins has come up with a good system for using RT's priority system to manage a group of sysadmins. We've included it here so you can adapt it to your organization:<br />
<br />
There are some tickets that will never get done. This is not a reflection on the eptitude of the sysadmins, it's just that we'll never have enough time to do all the little things. As long as tasks are given the right priority, the right things will get done in the right order.<br />
<br />
We can identify five levels of priority for tasks:<br />
<br />
* Low - Minor annoyance; there is a workaround.<br />
* Medium - Some annoyance; there is a workaround.<br />
* High - Lots of annoyance; there is a workaround.<br />
* Critical - Something is partly broken or someone can't do part of their job as a result. No workaround.<br />
* Fatal - Something is very broken or someone can't do any of their job. No workaround.<br />
<br />
RT allows you to assign a priority from 0-99 to a ticket. We decided to assign the following ranges for each priority level: 1-10 for Low tickets, 11-20 for Medium tickets and so on to 41-50 for Fatal tickets. They start at the lowest number in the range and slowly grow to the max.<br />
<br />
We decided there will always be one person 'on-call' from our team, leaving the rest of the team to carry on with their work uninterrupted.<br />
<br />
The on-call person is responsible for taking incoming tickets and giving them a priority, as well as setting the due dates, merging them with any existing tickets, etc. This must be done within a set time. I've used 8 business hours to good effect.<br />
<br />
The on-call person is also required to take a crack at all Critical and Fatal tickets that come in on his watch. If it's not within his ken, it should be handed off to an able person.<br />
<br />
The on-call person is not responsible for any Low/Medium/High tickets that come in after they have been given a priority. By definition, these tickets have a workaround and thus they can wait.<br />
<br />
Everyone else is responsible for working their tickets in priority order and grabbing (or being given by management) more tickets when their queues get low. (Thanks, Luke)<br />
<br />
=== FINDING A QUEUE ===<br />
<br />
To see a list of active queues:<br />
<br />
click Configuration -&gt; click Queues<br />
<br />
Under Enabled Queues, you'll see a list of just that. Click the name of any of these queues to modify it.<br />
<br />
To find disabled queues:<br />
<br />
click Configuration -&gt; click Queues -&gt; check the Include disabled<br />
queues in listing box -&gt; click the Go! button<br />
<br />
Now you'll see a list of All Queues, including disabled queues. Click the name of any of these queues to modify it.<br />
<br />
=== MODIFYING A QUEUE ===<br />
<br />
To change a queue's basic information:<br />
<br />
click Configuration -&gt; click Queues -&gt; click the name of the queue<br />
you'd like to modify<br />
<br />
Now you can change the queue's name, description, reply and comment addresses, priority, due date, and enabled/disabled status. Click the Submit button at the bottom of the page when you're done.<br />
<br />
=== ADDING WATCHERS TO A QUEUE ===<br />
<br />
To get to the right page to add watchers to a queue:<br />
<br />
click Configuration -&gt; click Queues -&gt; click the name of the queue<br />
you'd like to modify -&gt; click Watchers in the left side navigation bar<br />
<br />
Next, you'll need to find the right user by using the search boxes on that page and clicking the Go! button. (For instance, "Find people whose User ID is test.")<br />
<br />
RT should return one or more matching usernames for your search (if not, try again. If you do have results, however, searching again will replace them with new results). Next to the username(s) of your choice:<br />
<br />
select Cc or AdminCc from the drop-down menu under Users -&gt; click the<br />
Save Changes button at the bottom of the page<br />
<br />
=== DELETING WATCHERS FROM A QUEUE ===<br />
<br />
To remove a user from Cc or [[AdminCc]] duty on a queue:<br />
<br />
click Configuration -&gt; click Queues -&gt; click the name of the queue<br />
you'd like to modify -&gt; click Watchers in the left side navigation bar<br />
-&gt; check the box(es) next to the user(s) you'd like to remove -&gt; click<br />
the Save Changes button at the bottom of the page<br />
<br />
=== SCRIPS IN QUEUES ===<br />
<br />
==== CREATING A SCRIP ====<br />
<br />
To add a scrip to a queue:<br />
<br />
click Configuration -&gt; click Queues -&gt; click the name of the queue -&gt;<br />
click Scrips in the left side navigation bar-&gt; click New scrip -&gt; type<br />
a few relevant words in the Description box -&gt; select a condition from<br />
the Condition drop-down menu -&gt; select an action from the Action<br />
drop-down menu -&gt; select a template from the Template drop-down menu<br />
-&gt; click the Submit button<br />
<br />
==== MODIFYING A SCRIP ====<br />
<br />
To modify a queue scrip:<br />
<br />
click Configuration -&gt; click Queues -&gt; click the name of the queue -&gt;<br />
click Scrips in the left side navigation bar-&gt; click the name of the<br />
scrip to modify -&gt; make changes -&gt; click the Submit button<br />
<br />
You cannot modify scrips that apply to all queues.<br />
<br />
==== DELETING A SCRIP ====<br />
<br />
To delete a queue scrip:<br />
<br />
click Configuration -&gt; click Queues -&gt; click the name of the queue -&gt;<br />
click Scrips in the left side navigation bar-&gt; check the box next to<br />
the scrip you'd like to delete -&gt; click the Submit button<br />
<br />
You cannot delete scrips that apply to all queues.<br />
<br />
=== TEMPLATES IN QUEUES ===<br />
<br />
A template is essentially a form letter that goes along with a scrip action. A simple example could be, "Dear [name of requestor], your ticket has been created and its ticket ID is [this number]."<br />
<br />
Templates allow access to RT's internals, so the right to create and edit templates should not be granted lightly.<br />
<br />
==== CREATING A NEW SCRIP TEMPLATE ====<br />
<br />
To create a new template:<br />
<br />
click Configuration -&gt; click Queues -&gt; click the name of the queue -&gt;<br />
click Templates in the left side navigation bar-&gt; click New template in<br />
the left nav bar -&gt; type a name, description, and content -&gt; click the<br />
Submit button at the bottom of the page<br />
<br />
Name: the name of the template, preferably something descriptive Description: the words that will appear under the name of the template in RT's list of templates Content: The form letter the users will see. This can include the subject line of the email at the top, just leave two lines between the header/subject and body/letter. Content can be simple or be personalized by including code like: This message has been automatically generated in response to the creation of a trouble ticket regarding: "{$Ticket-&gt;Subject()}",<br />
<br />
Note: The latest version of RT allows you to notify with attachments, rather than including the body of the message inline. Add a header to the top of the Content field of any template that reads RT-Attach-Message: yes<br />
<br />
Remember to leave two lines after the header.<br />
<br />
==== MODIFYING A SCRIP TEMPLATE ====<br />
<br />
To modify a queue template:<br />
<br />
click Configuration -&gt; click Queues -&gt; click the name of the queue -&gt;<br />
click Templates in the left side navigation bar-&gt; click the name of the<br />
template to modify -&gt; make changes -&gt; click the Submit buttdon<br />
<br />
==== DELETING A SCRIP TEMPLATE ====<br />
<br />
To delete a queue template:<br />
<br />
click Configuration -&gt; click Queues -&gt; click the name of the queue -&gt;<br />
click Templates in the left side navigation bar -&gt; check the box next<br />
to the template you'd like to delete -&gt; click the Submit button<br />
<br />
=== CUSTOM FIELDS IN QUEUES ===<br />
<br />
==== ADDING A CUSTOM FIELD ====<br />
<br />
To add a custom field for a queue:<br />
<br />
click Configuration -&gt; click Queues -&gt; click the name of the queue -&gt;<br />
click Custom Fields in the left side navigation bar-&gt; click New custom<br />
field in the left nav bar-&gt; type the custom field's name and<br />
description in the Name and Description boxes -&gt; select a format from<br />
the Type drop-down menu -&gt; click the Submit button<br />
<br />
Now that the custom field has been created, you'll fill in its values. These values are the same no matter what type of custom field you're creating. Not surprisingly, Name is the name of the custom field and Description is a short, optional description of what the custom field does.<br />
<br />
SortOrder refers to the order in which a list of values appears. For example, assume you have values A, B, and C. If you leave SortOrder alone, the values will appear in the order A, B, C. If you give A the sort order of 2, B a 3, and C a 1, the values will appear in the order C, A, B.<br />
<br />
Click the Submit button when you're done.<br />
<br />
==== MODIFYING A CUSTOM FIELD ====<br />
<br />
If you have the rights to handle tickets, you may change a custom field's value for a ticket. Select the new value from the ticket's Basics page.<br />
<br />
You may also change a custom field's name, description, type, or value.<br />
<br />
To modify queue-specific custom fields:<br />
<br />
click Configuration -&gt; click Queues -&gt; click the name of the queue -&gt;<br />
click Custom Fields in the left side navigation bar-&gt; click the custom<br />
field to modify -&gt; make changes -&gt; click the Submit button<br />
<br />
==== DISABLING A CUSTOM FIELD ====<br />
<br />
You can't delete a custom field, only disable it.<br />
<br />
To disable queue-specific custom fields:<br />
<br />
click Configuration -&gt; click Queues -&gt; click the name of the queue -&gt;<br />
click Custom Fields in the left side navigation bar-&gt; click the custom<br />
field to disable -&gt; clear the Enabled checkbox -&gt; click the Submit<br />
button<br />
<br />
==== RE-ENABLING A CUSTOM FIELD ====<br />
<br />
click Configuration -&gt; click Queues -&gt; click Custom Fields in the left<br />
side navigation bar-&gt; check the Include disabled custom fields in<br />
listing checkbox -&gt; click the Go! button -&gt; click the name of the<br />
disabled custom field you'd like to re-enable -&gt; check the Enabled<br />
checkbox -&gt; click the Submit button<br />
<br />
=== RIGHTS WITHIN A QUEUE ===<br />
<br />
To grant queue rights to a group:<br />
<br />
click Configuration -&gt; click Queues -&gt; click the name of the queue -&gt;<br />
click Group Rights in the left side navigation bar -&gt; select right(s)<br />
from the New rights listbox next to the correct group(s) -&gt; click the<br />
Submit button at the bottom of the page<br />
<br />
The selected group(s) can now use this right in this queue only.<br />
<br />
To grant queue rights to a user:<br />
<br />
click Configuration -&gt; click Queues -&gt; click the name of the queue -&gt;<br />
click User Rights in the left side navigation bar -&gt; select right(s)<br />
from the New rights listbox next to the correct user(s) -&gt; click the<br />
Submit button at the bottom of the page<br />
<br />
The selected user(s) can now use this right in this queue only.<br />
<br />
==== REVOKING QUEUE RIGHTS ====<br />
<br />
To take a queue right away from a user:<br />
<br />
click Configuration -&gt; click Queues -&gt; click the name of the queue -&gt;<br />
click User Rights in the left side navigation bar -&gt; make sure you're<br />
looking at the correct user -&gt; check the checkbox next to the right you<br />
want to revoke -&gt; click the Submit button at the bottom of the page<br />
<br />
To take a queue right away from a group:<br />
<br />
click Configuration -&gt; click Queues -&gt; click the name of the queue -&gt;<br />
click Group Rights in the left side navigation bar -&gt; make sure you're<br />
looking at the correct group -&gt; check the checkbox next to the right<br />
you want to revoke -&gt; click the Submit button at the bottom of the<br />
page<br />
<br />
=== DISABLING A QUEUE ===<br />
<br />
RT is a packrat, so you can never delete a queue. But you essentially put it out of commission by disabling it:<br />
<br />
click Configuration -&gt; click Queues -&gt; click the name of the queue to<br />
be disabled -&gt; clear the Enabled checkbox -&gt; click the Submit<br />
button at the bottom of the page<br />
<br />
=== RE-ENABLING A QUEUE ===<br />
<br />
To reactivate a disabled queue:<br />
<br />
click Configuration -&gt; click Queues -&gt; check the Include disabled<br />
queues in listing checkbox -&gt; click the Go! button -&gt; click the name of<br />
the queue to re-enable -&gt; check the Enabled checkbox -&gt; click the<br />
Submit button<br />
<br />
== GLOBAL ==<br />
<br />
Change something globally and it changes in every queue. Not for the faint-hearted.<br />
<br />
=== GLOBAL SCRIPS ===<br />
<br />
Note that you shouldn't create a global scrip using the "On Create" condition and the "Create Ticket" scrip action, because it will create a loop.<br />
<br />
==== ADDING A SCRIP ====<br />
<br />
We'll start by adding a new scrip made of existing conditions, actions, and templates. For now, we're going to skip the scrip fields Custom condition, Custom action preparation code, and Custom action cleanup code.<br />
<br />
To add a scrip globally:<br />
<br />
click Configuration -&gt; click Global -&gt; click Scrips -&gt; click New scrip<br />
in the left side navigation bar -&gt; type a few relevant words in the<br />
Description box -&gt; select a condition from the Condition drop-down menu<br />
-&gt; select an action from the Action drop-down menu -&gt; select a<br />
template from the Template drop-down menu -&gt; click the Submit button<br />
<br />
==== MODIFYING A SCRIP ====<br />
<br />
To modify a global scrip:<br />
<br />
click Configuration -&gt; click Global -&gt; click Scrips -&gt; click the name<br />
of the scrip to modify -&gt; make changes -&gt; click the Submit button<br />
<br />
==== DELETING A SCRIP ====<br />
<br />
To delete a global scrip:<br />
<br />
click Configuration -&gt; click Global -&gt; click Scrips -&gt; check the box<br />
next to the scrip you'd like to delete -&gt; click the Submit button<br />
<br />
=== GLOBAL TEMPLATES ===<br />
<br />
A template is essentially a form letter that goes along with a scrip action. A simple example could be, "Dear [name of requestor], your ticket has been created and its ticket ID is [this number]."<br />
<br />
Templates allow access to RT's internals, so the right to create and edit templates should not be granted lightly.<br />
<br />
==== CREATING A SCRIP TEMPLATE ====<br />
<br />
To create a new template:<br />
<br />
click Configuration -&gt; click Global -&gt; click Templates -&gt; click New<br />
template in the left side navigation bar -&gt; type a name, description,<br />
and content -&gt; click the Submit button at the bottom of the page<br />
<br />
Name: the name of the template, preferably something descriptive Description: the words that will appear under the name of the template in RT's list of templates Content: The form letter the users will see. This can include the subject line of the email at the top, just leave two lines between the header/subject and body/letter. Content can be simple or be personalized by including code like: This message has been automatically generated in response to the creation of a trouble ticket regarding: "{$Ticket-&gt;Subject()}",<br />
<br />
Note: The latest version of RT allows you to notify with attachments, rather than including the body of the message inline. Add a header to the top of the Content field of any template that reads RT-Attach-Message: yes Remember to leave two lines after the header.<br />
<br />
==== MODIFYING A SCRIP TEMPLATE ====<br />
<br />
To modify a global template:<br />
<br />
click Configuration -&gt; click Global -&gt; click Templates -&gt; click the<br />
name of the template to modify -&gt; make changes -&gt; click the Submit<br />
button<br />
<br />
==== DELETING A SCRIP TEMPLATE ====<br />
<br />
To delete a global template:<br />
<br />
click Configuration -> click Global -> click Templates -> <br />
check the box next to the template you'd like to delete -> <br />
click the Submit button<br />
<br />
=== GLOBAL CUSTOM FIELDS ===<br />
<br />
To add a custom field globally:<br />
<br />
click Configuration -&gt; click Global -&gt; click Custom Fields -&gt; click New<br />
custom field in the left side navigation bar -&gt; type the custom field's<br />
name and description in the Name and Description boxes -&gt; select a<br />
format from the Type drop-down menu -&gt; click the Submit button<br />
<br />
Now that the custom field has been created, you'll fill in its values. These values are the same no matter what type of custom field you're creating.<br />
<br />
Not surprisingly, Name is the name of the custom field and Description is a short, optional description of what the custom field does. SortOrder refers to the order in which a list of values appears. For example, assume you have values A, B, and C. If you leave SortOrder alone, the values will appear in the order A, B, C. If you give A the sort order of 2, B a 3, and C a 1, the values will appear in the order C, A, B.<br />
<br />
Click the Submit button when you're done.<br />
<br />
If you have the rights to handle tickets, you may change a custom field's value for a ticket. Select the new value from the ticket's Basics page.<br />
<br />
You may also change a custom field's name, description, type, or value.<br />
<br />
To modify global custom fields:<br />
<br />
click Configuration -&gt; click Global -&gt; click Custom Fields -&gt; click the<br />
custom field to modify -&gt; make changes -&gt; click the Submit button<br />
<br />
To disable global custom fields:<br />
<br />
click Configuration -&gt; click Global -&gt; click Custom Fields -&gt; click the<br />
custom field to disable -&gt; clear the Enabled checkbox -&gt; click the<br />
Submit button<br />
<br />
To re-enable a global custom field<br />
<br />
click Configuration -&gt; click Global -&gt; click Custom Fields -&gt; check the<br />
Include disabled custom fields in listing checkbox -&gt; click the Go!<br />
button -&gt; click the name of the disabled custom field you'd like to<br />
re-enable -&gt; check the Enabled checkbox -&gt; click the Submit button<br />
<br />
=== GLOBAL GROUP RIGHTS ===<br />
<br />
To grant global rights to a group:<br />
<br />
click Configuration -&gt; click Global -&gt; click Group Rights -&gt; select<br />
right(s) from the New rights listbox next to the correct group(s) -&gt;<br />
click the Submit button at the bottom of the page<br />
<br />
To take global rights away from a group:<br />
<br />
click Configuration -&gt; click Global -&gt; click Group Rights -&gt; make sure<br />
you're looking at the correct group -&gt; check the checkbox next to the<br />
right you want to revoke -&gt; click the Submit button at the bottom of<br />
the page<br />
<br />
=== GLOBAL USER RIGHTS ===<br />
<br />
To grant global rights to a user:<br />
<br />
click Configuration -&gt; click Global -&gt; click User Rights -&gt; select<br />
right(s) from the New rights listbox next to the correct user(s) -&gt;<br />
click the Submit button at the bottom of the page<br />
<br />
To take global rights away from a user:<br />
<br />
click Configuration -&gt; click Global -&gt; click User Rights -&gt; Rights -&gt;<br />
make sure you're looking at the correct user -&gt; check the checkbox<br />
next to the right you want to revoke -&gt; click the Submit button at the<br />
bottom of the page.<br />
<br />
----<br />
<br />
Prev: [[ManualUsingWebInterface]] --- Up: [[UserManual]] --- Next: [[ManualRights]]<br />
[[Category:RT User Manual]]</div>Maureenhttps://rt-wiki.bestpractical.com/index.php?title=Scrip&diff=26891Scrip2019-04-01T05:27:29Z<p>Maureen: </p>
<hr />
<div>'''Scrip''' is the main instrument to customize RT's behavior, implement your own workflow, and extend the logic of things.<br />
<br />
For more details, see: [[ManualScrips]].<br />
<br />
Also see: [[WriteCustomCondition]], [[WriteCustomAction]], and [[Contributions]]<br />
<br />
[[Category:RT44]]</div>Maureenhttps://rt-wiki.bestpractical.com/index.php?title=CustomField&diff=26890CustomField2019-03-29T18:38:21Z<p>Maureen: </p>
<hr />
<div>A '''Custom Field''' (CF) is a user defined property that can be applied to various parts of RT. Each custom field has a Name, Description and Type.<br />
<br />
== Custom Field Types ==<br />
<br />
RT supports the following CF types:<br />
<br />
* Select one value<br />
* Select multiple values<br />
* Enter one value<br />
* Enter multiple values<br />
* Fill in one text area (of which you can edit the size: [[ChangeCustomFieldTextAreaSize]])<br />
* Fill in one wikitext area<br />
* Upload one image<br />
* Upload multiple images<br />
* Upload one file<br />
* Upload multiple files<br />
* Combobox: Select or enter one value<br />
* Enter one value with autocompletion<br />
* Enter multiple values with autocompletion<br />
* Select date<br />
* Select datetime<br />
* Enter one IP address<br />
* Enter multiple IP addresses<br />
* Enter one IP address range<br />
* Enter multiple IP address ranges<br />
<br />
You can define global CustomFields or specific to a [[Queue]] (see [[ManualAdministration#CUSTOM_FIELDS_IN_QUEUES|CUSTOM FIELDS IN QUEUES]]). They can apply to a [[Ticket]], [[Articles|Article]], Asset, [[Group]], [[User]] or Ticket [[Transaction]]s.<br />
<br />
== How to set up a custom field in a nutshell ==<br />
<br />
==== First, create the Custom Field ====<br />
<br />
:# Login as one with admin/superuser rights<br />
:# Go to Admin -> CustomField -> Create<br />
:# Fill out the form appropriately and click Create<br />
:# From the submenu, click on "Applies to" and check and save the desired options. '''Note:''' This step is not applicable with the Custom Field types, "Groups" or "Users".<br />
<br />
== Modify CustomField Value ==<br />
<br />
<br />
[[File:Update-CF-Values.png|Updating custom field values on Tickets|thumb|500px]]<br />
<br />
There are a number of ways to update a custom field's value depending on the custom field type.<br />
<br />
;Tickets<br />
:* Click on the desired ticket, then click on Basics from the submenu or click directly on the Custom Field portlet tab, to bring you to the Modify Ticket page (see screenshot)<br />
:* From the ticket, you can click on Jumbo in the submenu<br />
:* You can also update the custom fields of multiple tickets at once, by running a search, then click on Bulk Update from the submenu<br />
<br />
; Assets<br />
:* Click on the desired asset, then click on Basics from the submenu or click directly on the Custom Field portlet tab, to bring you to the Modify Asset page<br />
:* You can also update the custom fields of multiple assets at once, by running a search from within Assets, then click on Bulk Update from the submenu<br />
<br />
; Articles<br />
:* Click on the desired article, then click on Modify from the submenu to bring you to the Modify Article page<br />
<br />
; Group<br />
:* Click on the desired group from Admin -> Groups -> Select, this will bring you to the Basics page where you can update the custom field accordingly<br />
<br />
; User<br />
:* Click on the desired user from Admin -> Users -> Select, this will bring you to the Modify User page where you can update the custom field accordingly<br />
<br />
<br />
<br />
[[Category:RT44]]</div>Maureenhttps://rt-wiki.bestpractical.com/index.php?title=CustomField&diff=26889CustomField2019-03-29T18:33:41Z<p>Maureen: </p>
<hr />
<div>A '''Custom Field''' (CF) is a user defined property that can be applied to various parts of RT. Each custom field has a Name, Description and Type.<br />
<br />
== Custom Field Types ==<br />
<br />
RT supports the following CF types:<br />
<br />
* Select one value<br />
* Select multiple values<br />
* Enter one value<br />
* Enter multiple values<br />
* Fill in one text area (of which you can edit the size: [[ChangeCustomFieldTextAreaSize]])<br />
* Fill in one wikitext area<br />
* Upload one image<br />
* Upload multiple images<br />
* Upload one file<br />
* Upload multiple files<br />
* Combobox: Select or enter one value<br />
* Enter one value with autocompletion<br />
* Enter multiple values with autocompletion<br />
* Select date<br />
* Select datetime<br />
* Enter one IP address<br />
* Enter multiple IP addresses<br />
* Enter one IP address range<br />
* Enter multiple IP address ranges<br />
<br />
You can define global CustomFields or specific to a [[Queue]] (see [[ManualAdministration#CUSTOM_FIELDS_IN_QUEUES|CUSTOM FIELDS IN QUEUES]]). They can apply to a [[Ticket]], [[Articles|Article]], Asset, [[Group]], [[User]] or Ticket [[Transaction]]s.<br />
<br />
== How to set up a custom field in a nutshell ==<br />
<br />
==== First, create the Custom Field ====<br />
<br />
:# Login as one with admin/superuser rights<br />
:# Go to Admin -> CustomField -> Create<br />
:# Fill out the form appropriately and click Create<br />
:# From the submenu, click on "Applies to" and check and save the desired options. '''Note:''' This step is not applicable with the Custom Field types, "Groups" or "Users".<br />
<br />
== Modify CustomField Value ==<br />
<br />
<br />
[[File:Update-CF-Values.png|Updating custom field values on Tickets|thumb|500px]]<br />
<br />
There are a number of ways to update a custom field's value depending on the custom field type.<br />
<br />
;Tickets<br />
:* Click on the desired ticket, then click on Basics from the submenu or click directly on the Custom Field portlet tab, to bring you to the Modify Ticket page (see screenshot)<br />
:* From the ticket, you can click on Jumbo in the submenu<br />
:* You can also update the custom fields of multiple tickets at once, by running a search, then click on Bulk Update from the submenu<br />
<br />
; Assets<br />
:* Click on the desired asset, then click on Basics from the submenu or click directly on the Custom Field portlet tab, to bring you to the Modify Asset page<br />
:* You can also update the custom fields of multiple assets at once, by running a search from within Assets, then click on Bulk Update from the submenu<br />
<br />
; Articles<br />
:* Click on the desired article, then click on Modify from the submenu to bring you to the Modify Article page<br />
<br />
; Group<br />
:* Click on the desired group from Admin -> Groups -> Select, this will bring you to the Basics page where you can update the custom field accordingly<br />
<br />
; User<br />
:* Click on the desired user from Admin -> Users -> Select, this will bring you to the Modify User page where you can update the custom field accordingly<br />
<br />
== Simple Search Custom Field Values ==<br />
<br />
[[SearchCustomField]]<br />
<br />
== Custom Fields in Email Ticket Creation ==<br />
<br />
[[OnCreateCheckCF]]</div>Maureenhttps://rt-wiki.bestpractical.com/index.php?title=CustomField&diff=26888CustomField2019-03-29T18:27:01Z<p>Maureen: </p>
<hr />
<div>A '''Custom Field''' (CF) is a user defined property that can be applied to various parts of RT. Each custom field has a Name, Description and Type.<br />
<br />
== Custom Field Types ==<br />
<br />
RT supports the following CF types:<br />
<br />
* Select one value<br />
* Select multiple values<br />
* Enter one value<br />
* Enter multiple values<br />
* Fill in one text area (of which you can edit the size: [[ChangeCustomFieldTextAreaSize]])<br />
* Fill in one wikitext area<br />
* Upload one image<br />
* Upload multiple images<br />
* Upload one file<br />
* Upload multiple files<br />
* Combobox: Select or enter one value<br />
* Enter one value with autocompletion<br />
* Enter multiple values with autocompletion<br />
* Select date<br />
* Select datetime<br />
* Enter one IP address<br />
* Enter multiple IP addresses<br />
* Enter one IP address range<br />
* Enter multiple IP address ranges<br />
<br />
You can define global CustomFields or specific to a [[Queue]] (see [[ManualAdministration#CUSTOM_FIELDS_IN_QUEUES|CUSTOM FIELDS IN QUEUES]]). They can apply to a [[Ticket]], [[Articles|Article]], Asset, [[Group]], [[User]] or Ticket [[Transaction]]s.<br />
<br />
== How to set up a custom field in a nutshell ==<br />
<br />
==== First, create the Custom Field ====<br />
<br />
:# Login as one with admin/superuser rights<br />
:# Go to Admin -> CustomField -> Create<br />
:# Fill out the form appropriately and click Create<br />
:# From the submenu, click on "Applies to" and check and save the desired options. '''Note:''' This step is not applicable with the Custom Field types, "Groups" or "Users".<br />
<br />
== Modify CustomField Value ==<br />
<br />
=== RT 3.6 ===<br />
<br />
Use the bulk update option<br />
<br />
=== RT 3.4 ===<br />
<br />
Try the script below based on [http://use.perl.org/~Robrt/journal/25746 this journal entry]. This example renames '[[TaskType]]' values that were 'Sales Call' to 'Prospect' in the 'Sales' queue.<br />
<br />
<pre><br />
<nowiki>#!/home/perl/bin/perl<br />
use strict;<br />
use warnings;<br />
use lib qw(../lib);<br />
use RT;<br />
use RT::Queues;<br />
use RT::Tickets;<br />
use Data::Dumper;<br />
<br />
# CONFIGURATION<br />
my $queue = 'Sales';<br />
my $cf_name = 'TaskType';<br />
my $old_value = 'Sales Call'; # NB: This must be a valid value for the CF<br />
my $new_value = 'Prospect';<br />
# END CONFIGURATION<br />
<br />
RT::LoadConfig();<br />
RT::Init();<br />
my $tx = RT::Tickets-&gt;new($RT::SystemUser);<br />
my $cf = RT::CustomField-&gt;new($RT::SystemUser);<br />
my $q = RT::Queue-&gt;new($RT::SystemUser);<br />
$tx-&gt;FromSQL(qq[queue="$queue" and "cf.$queue.{$cf_name}" = '$old_value']);<br />
$q-&gt;Load($queue);<br />
$cf-&gt;LoadByNameAndQueue(Queue =&gt; $q-&gt;Id, Name =&gt; $cf_name);<br />
unless( $cf-&gt;id ) {<br />
# queue 0 is special case and is a synonym for global queue<br />
$cf-&gt;LoadByNameAndQueue( Name =&gt; $cf_name, Queue =&gt; '0' );<br />
}<br />
unless( $cf-&gt;id ) {<br />
print "No field $cf_name in queue ". $q-&gt;Name;<br />
die "Could not load custom field";<br />
}<br />
<br />
my $i=0;<br />
while (my $t = $tx-&gt;Next) {<br />
print "Processing record #" . ++$i . "\n";<br />
my $type = $t-&gt;FirstCustomFieldValue($cf_name);<br />
print "Old Type = $type\n";<br />
my ($ret, $msg) = $t-&gt;DeleteCustomFieldValue(<br />
Field =&gt; $cf-&gt;Id,<br />
Value =&gt; $type<br />
);<br />
die "Error deleting old value: $msg" unless $ret;<br />
$t-&gt;AddCustomFieldValue(<br />
Field =&gt; $cf-&gt;Id,<br />
Value =&gt; 'Prospect'<br />
);<br />
$type = $t-&gt;FirstCustomFieldValue($cf_name);<br />
print "New Type = $type\n";<br />
}<br />
</nowiki><br />
</pre><br />
<br />
== Simple Search Custom Field Values ==<br />
<br />
[[SearchCustomField]]<br />
<br />
== Custom Fields in Email Ticket Creation ==<br />
<br />
[[OnCreateCheckCF]]</div>Maureenhttps://rt-wiki.bestpractical.com/index.php?title=File:Update-CF-Values.png&diff=26887File:Update-CF-Values.png2019-03-29T16:16:11Z<p>Maureen: </p>
<hr />
<div></div>Maureenhttps://rt-wiki.bestpractical.com/index.php?title=CustomField&diff=26886CustomField2019-03-29T16:09:56Z<p>Maureen: </p>
<hr />
<div>A '''Custom Field''' (CF) is a user defined property that can be applied to various parts of RT.<br />
<br />
Each custom field has a Name, Description and Type.<br />
<br />
RT supports the following CF types:<br />
<br />
* Select one value<br />
* Select multiple values<br />
* Enter one value<br />
* Enter multiple values<br />
* Fill in one text area (of which you can edit the size: [[ChangeCustomFieldTextAreaSize]])<br />
* Fill in one wikitext area<br />
* Upload one image<br />
* Upload multiple images<br />
* Upload one file<br />
* Upload multiple files<br />
* Combobox: Select or enter one value<br />
* Enter one value with autocompletion<br />
* Enter multiple values with autocompletion<br />
* Select date<br />
* Select datetime<br />
* Enter one IP address<br />
* Enter multiple IP addresses<br />
* Enter one IP address range<br />
* Enter multiple IP address ranges<br />
<br />
You can define global CustomFields or specific to a [[Queue]] (see [[ManualAdministration#CUSTOM_FIELDS_IN_QUEUES|CUSTOM FIELDS IN QUEUES]]). They can apply to a [[Ticket]], [[Articles|Article]], Asset, [[Group]], [[User]] or Ticket [[Transaction]]s.<br />
<br />
== How to set up a custom field in a nutshell ==<br />
<br />
==== First, create the Custom Field ====<br />
<br />
* Login as one with admin/superuser rights<br />
* Go to Admin -> CustomField -> Create<br />
* Fill out the form appropriately and click Create<br />
<br />
== Modify CustomField Value ==<br />
<br />
=== RT 3.6 ===<br />
<br />
Use the bulk update option<br />
<br />
=== RT 3.4 ===<br />
<br />
Try the script below based on [http://use.perl.org/~Robrt/journal/25746 this journal entry]. This example renames '[[TaskType]]' values that were 'Sales Call' to 'Prospect' in the 'Sales' queue.<br />
<br />
<pre><br />
<nowiki>#!/home/perl/bin/perl<br />
use strict;<br />
use warnings;<br />
use lib qw(../lib);<br />
use RT;<br />
use RT::Queues;<br />
use RT::Tickets;<br />
use Data::Dumper;<br />
<br />
# CONFIGURATION<br />
my $queue = 'Sales';<br />
my $cf_name = 'TaskType';<br />
my $old_value = 'Sales Call'; # NB: This must be a valid value for the CF<br />
my $new_value = 'Prospect';<br />
# END CONFIGURATION<br />
<br />
RT::LoadConfig();<br />
RT::Init();<br />
my $tx = RT::Tickets-&gt;new($RT::SystemUser);<br />
my $cf = RT::CustomField-&gt;new($RT::SystemUser);<br />
my $q = RT::Queue-&gt;new($RT::SystemUser);<br />
$tx-&gt;FromSQL(qq[queue="$queue" and "cf.$queue.{$cf_name}" = '$old_value']);<br />
$q-&gt;Load($queue);<br />
$cf-&gt;LoadByNameAndQueue(Queue =&gt; $q-&gt;Id, Name =&gt; $cf_name);<br />
unless( $cf-&gt;id ) {<br />
# queue 0 is special case and is a synonym for global queue<br />
$cf-&gt;LoadByNameAndQueue( Name =&gt; $cf_name, Queue =&gt; '0' );<br />
}<br />
unless( $cf-&gt;id ) {<br />
print "No field $cf_name in queue ". $q-&gt;Name;<br />
die "Could not load custom field";<br />
}<br />
<br />
my $i=0;<br />
while (my $t = $tx-&gt;Next) {<br />
print "Processing record #" . ++$i . "\n";<br />
my $type = $t-&gt;FirstCustomFieldValue($cf_name);<br />
print "Old Type = $type\n";<br />
my ($ret, $msg) = $t-&gt;DeleteCustomFieldValue(<br />
Field =&gt; $cf-&gt;Id,<br />
Value =&gt; $type<br />
);<br />
die "Error deleting old value: $msg" unless $ret;<br />
$t-&gt;AddCustomFieldValue(<br />
Field =&gt; $cf-&gt;Id,<br />
Value =&gt; 'Prospect'<br />
);<br />
$type = $t-&gt;FirstCustomFieldValue($cf_name);<br />
print "New Type = $type\n";<br />
}<br />
</nowiki><br />
</pre><br />
<br />
== Simple Search Custom Field Values ==<br />
<br />
[[SearchCustomField]]<br />
<br />
== Custom Fields in Email Ticket Creation ==<br />
<br />
[[OnCreateCheckCF]]</div>Maureenhttps://rt-wiki.bestpractical.com/index.php?title=CustomField&diff=26885CustomField2019-03-29T16:05:32Z<p>Maureen: </p>
<hr />
<div>A '''Custom Field''' (CF) is a user defined property that can be applied to various parts of RT.<br />
<br />
Each custom field has a Name, Description and Type.<br />
<br />
RT supports the following CF types:<br />
<br />
* Select one value<br />
* Select multiple values<br />
* Enter one value<br />
* Enter multiple values<br />
* Fill in one text area (of which you can edit the size: [[ChangeCustomFieldTextAreaSize]])<br />
* Fill in one wikitext area<br />
* Upload one image<br />
* Upload multiple images<br />
* Upload one file<br />
* Upload multiple files<br />
* Combobox: Select or enter one value<br />
* Enter one value with autocompletion<br />
* Enter multiple values with autocompletion<br />
* Select date<br />
* Select datetime<br />
* Enter one IP address<br />
* Enter multiple IP addresses<br />
* Enter one IP address range<br />
* Enter multiple IP address ranges<br />
<br />
You can define global CustomFields or specific to a [[Queue]] (see [[ManualAdministration#CUSTOM_FIELDS_IN_QUEUES|CUSTOM FIELDS IN QUEUES]]). They can apply to a [[Ticket]], [[Articles|Article]], Asset, [[Group]], [[User]] or Ticket [[Transaction]]s.<br />
<br />
== How to set up a custom field in a nutshell ==<br />
<br />
==== First, create the Custom Field ====<br />
<br />
* Login as one with admin/superuser rights<br />
* Go to Admin -> [[CustomField|CustomFields]] -> Create<br />
* Fill out the form appropriately and click Create<br />
<br />
== Modify CustomField Value ==<br />
<br />
=== RT 3.6 ===<br />
<br />
Use the bulk update option<br />
<br />
=== RT 3.4 ===<br />
<br />
Try the script below based on [http://use.perl.org/~Robrt/journal/25746 this journal entry]. This example renames '[[TaskType]]' values that were 'Sales Call' to 'Prospect' in the 'Sales' queue.<br />
<br />
<pre><br />
<nowiki>#!/home/perl/bin/perl<br />
use strict;<br />
use warnings;<br />
use lib qw(../lib);<br />
use RT;<br />
use RT::Queues;<br />
use RT::Tickets;<br />
use Data::Dumper;<br />
<br />
# CONFIGURATION<br />
my $queue = 'Sales';<br />
my $cf_name = 'TaskType';<br />
my $old_value = 'Sales Call'; # NB: This must be a valid value for the CF<br />
my $new_value = 'Prospect';<br />
# END CONFIGURATION<br />
<br />
RT::LoadConfig();<br />
RT::Init();<br />
my $tx = RT::Tickets-&gt;new($RT::SystemUser);<br />
my $cf = RT::CustomField-&gt;new($RT::SystemUser);<br />
my $q = RT::Queue-&gt;new($RT::SystemUser);<br />
$tx-&gt;FromSQL(qq[queue="$queue" and "cf.$queue.{$cf_name}" = '$old_value']);<br />
$q-&gt;Load($queue);<br />
$cf-&gt;LoadByNameAndQueue(Queue =&gt; $q-&gt;Id, Name =&gt; $cf_name);<br />
unless( $cf-&gt;id ) {<br />
# queue 0 is special case and is a synonym for global queue<br />
$cf-&gt;LoadByNameAndQueue( Name =&gt; $cf_name, Queue =&gt; '0' );<br />
}<br />
unless( $cf-&gt;id ) {<br />
print "No field $cf_name in queue ". $q-&gt;Name;<br />
die "Could not load custom field";<br />
}<br />
<br />
my $i=0;<br />
while (my $t = $tx-&gt;Next) {<br />
print "Processing record #" . ++$i . "\n";<br />
my $type = $t-&gt;FirstCustomFieldValue($cf_name);<br />
print "Old Type = $type\n";<br />
my ($ret, $msg) = $t-&gt;DeleteCustomFieldValue(<br />
Field =&gt; $cf-&gt;Id,<br />
Value =&gt; $type<br />
);<br />
die "Error deleting old value: $msg" unless $ret;<br />
$t-&gt;AddCustomFieldValue(<br />
Field =&gt; $cf-&gt;Id,<br />
Value =&gt; 'Prospect'<br />
);<br />
$type = $t-&gt;FirstCustomFieldValue($cf_name);<br />
print "New Type = $type\n";<br />
}<br />
</nowiki><br />
</pre><br />
<br />
== Simple Search Custom Field Values ==<br />
<br />
[[SearchCustomField]]<br />
<br />
== Custom Fields in Email Ticket Creation ==<br />
<br />
[[OnCreateCheckCF]]</div>Maureenhttps://rt-wiki.bestpractical.com/index.php?title=CustomField&diff=26884CustomField2019-03-29T16:04:38Z<p>Maureen: </p>
<hr />
<div>A '''Custom Field''' (CF) is a user defined property that can be applied to various parts of RT.<br />
<br />
Each custom field has a Name, Description and Type.<br />
<br />
RT supports the following CF types:<br />
<br />
* Select one value<br />
* Select multiple values<br />
* Enter one value<br />
* Enter multiple values<br />
* Fill in one text area (of which you can edit the size: [[ChangeCustomFieldTextAreaSize]])<br />
* Fill in one wikitext area<br />
* Upload one image<br />
* Upload multiple images<br />
* Upload one file<br />
* Upload multiple files<br />
* Combobox: Select or enter one value<br />
* Enter one value with autocompletion<br />
* Enter multiple values with autocompletion<br />
* Select date<br />
* Select datetime<br />
* Enter one IP address<br />
* Enter multiple IP addresses<br />
* Enter one IP address range<br />
* Enter multiple IP address ranges<br />
<br />
You can define global CustomFields or specific to a [[Queue]] (see [[ManualAdministration#CUSTOM_FIELDS_IN_QUEUES|CUSTOM FIELDS IN QUEUES]]). They can apply to a [[Ticket]], [[Articles|Article]], Asset, [[Group]], [[User]] or Ticket [[Transaction]]s.<br />
<br />
== How to set up a custom field in a nutshell ==<br />
<br />
==== First, create the Custom Field ====<br />
<br />
* Login as one with admin/superuser rights<br />
* Go to Admin -> [[CustomFields]] -> Create<br />
* Fill out the form appropriately and click Create<br />
<br />
== Modify CustomField Value ==<br />
<br />
=== RT 3.6 ===<br />
<br />
Use the bulk update option<br />
<br />
=== RT 3.4 ===<br />
<br />
Try the script below based on [http://use.perl.org/~Robrt/journal/25746 this journal entry]. This example renames '[[TaskType]]' values that were 'Sales Call' to 'Prospect' in the 'Sales' queue.<br />
<br />
<pre><br />
<nowiki>#!/home/perl/bin/perl<br />
use strict;<br />
use warnings;<br />
use lib qw(../lib);<br />
use RT;<br />
use RT::Queues;<br />
use RT::Tickets;<br />
use Data::Dumper;<br />
<br />
# CONFIGURATION<br />
my $queue = 'Sales';<br />
my $cf_name = 'TaskType';<br />
my $old_value = 'Sales Call'; # NB: This must be a valid value for the CF<br />
my $new_value = 'Prospect';<br />
# END CONFIGURATION<br />
<br />
RT::LoadConfig();<br />
RT::Init();<br />
my $tx = RT::Tickets-&gt;new($RT::SystemUser);<br />
my $cf = RT::CustomField-&gt;new($RT::SystemUser);<br />
my $q = RT::Queue-&gt;new($RT::SystemUser);<br />
$tx-&gt;FromSQL(qq[queue="$queue" and "cf.$queue.{$cf_name}" = '$old_value']);<br />
$q-&gt;Load($queue);<br />
$cf-&gt;LoadByNameAndQueue(Queue =&gt; $q-&gt;Id, Name =&gt; $cf_name);<br />
unless( $cf-&gt;id ) {<br />
# queue 0 is special case and is a synonym for global queue<br />
$cf-&gt;LoadByNameAndQueue( Name =&gt; $cf_name, Queue =&gt; '0' );<br />
}<br />
unless( $cf-&gt;id ) {<br />
print "No field $cf_name in queue ". $q-&gt;Name;<br />
die "Could not load custom field";<br />
}<br />
<br />
my $i=0;<br />
while (my $t = $tx-&gt;Next) {<br />
print "Processing record #" . ++$i . "\n";<br />
my $type = $t-&gt;FirstCustomFieldValue($cf_name);<br />
print "Old Type = $type\n";<br />
my ($ret, $msg) = $t-&gt;DeleteCustomFieldValue(<br />
Field =&gt; $cf-&gt;Id,<br />
Value =&gt; $type<br />
);<br />
die "Error deleting old value: $msg" unless $ret;<br />
$t-&gt;AddCustomFieldValue(<br />
Field =&gt; $cf-&gt;Id,<br />
Value =&gt; 'Prospect'<br />
);<br />
$type = $t-&gt;FirstCustomFieldValue($cf_name);<br />
print "New Type = $type\n";<br />
}<br />
</nowiki><br />
</pre><br />
<br />
== Simple Search Custom Field Values ==<br />
<br />
[[SearchCustomField]]<br />
<br />
== Custom Fields in Email Ticket Creation ==<br />
<br />
[[OnCreateCheckCF]]</div>Maureenhttps://rt-wiki.bestpractical.com/index.php?title=CustomField&diff=26883CustomField2019-03-29T15:11:05Z<p>Maureen: </p>
<hr />
<div>A '''Custom Field''' (CF) is a user defined property that can be applied to various parts of RT.<br />
<br />
Each custom field has a Name, Description and Type.<br />
<br />
RT supports the following CF types:<br />
<br />
* Select one value<br />
* Select multiple values<br />
* Enter one value<br />
* Enter multiple values<br />
* Fill in one text area (of which you can edit the size: [[ChangeCustomFieldTextAreaSize]])<br />
* Fill in one wikitext area<br />
* Upload one image<br />
* Upload multiple images<br />
* Upload one file<br />
* Upload multiple files<br />
* Combobox: Select or enter one value<br />
* Enter one value with autocompletion<br />
* Enter multiple values with autocompletion<br />
* Select date<br />
* Select datetime<br />
* Enter one IP address<br />
* Enter multiple IP addresses<br />
* Enter one IP address range<br />
* Enter multiple IP address ranges<br />
<br />
You can define global CustomFields or specific to a [[Queue]] (see [[ManualAdministration#CUSTOM_FIELDS_IN_QUEUES|CUSTOM FIELDS IN QUEUES]]). They can apply to a [[Ticket]], [[Articles|Article]], Asset, [[Group]], [[User]] or Ticket [[Transaction]]s.<br />
<br />
== How to set up a custom field in a nutshell ==<br />
<br />
==== First, create the Custom Field ====<br />
<br />
* Login as one with admin/superuser rights<br />
* Go to Configuration &gt; [[CustomFields]]<br />
* Click on Create<br />
* Fill out the form appropriately and save changes<br />
<br />
==== Next, place the Custom Field where you want it ====<br />
<br />
* Go to Configuration &gt; Global &gt; [[CustomFields]]<br />
* Choose where you want your [[CustomField]] to appear<br />
* Select the [[CustomField]] you wish to apply and click 'Submit'<br />
<br />
If you have installed RTFM you can also define CustomFields for [[RTFM]] Articles 848555157547<br />
<br />
== Modify CustomField Value ==<br />
<br />
=== RT 3.6 ===<br />
<br />
Use the bulk update option<br />
<br />
=== RT 3.4 ===<br />
<br />
Try the script below based on [http://use.perl.org/~Robrt/journal/25746 this journal entry]. This example renames '[[TaskType]]' values that were 'Sales Call' to 'Prospect' in the 'Sales' queue.<br />
<br />
<pre><br />
<nowiki>#!/home/perl/bin/perl<br />
use strict;<br />
use warnings;<br />
use lib qw(../lib);<br />
use RT;<br />
use RT::Queues;<br />
use RT::Tickets;<br />
use Data::Dumper;<br />
<br />
# CONFIGURATION<br />
my $queue = 'Sales';<br />
my $cf_name = 'TaskType';<br />
my $old_value = 'Sales Call'; # NB: This must be a valid value for the CF<br />
my $new_value = 'Prospect';<br />
# END CONFIGURATION<br />
<br />
RT::LoadConfig();<br />
RT::Init();<br />
my $tx = RT::Tickets-&gt;new($RT::SystemUser);<br />
my $cf = RT::CustomField-&gt;new($RT::SystemUser);<br />
my $q = RT::Queue-&gt;new($RT::SystemUser);<br />
$tx-&gt;FromSQL(qq[queue="$queue" and "cf.$queue.{$cf_name}" = '$old_value']);<br />
$q-&gt;Load($queue);<br />
$cf-&gt;LoadByNameAndQueue(Queue =&gt; $q-&gt;Id, Name =&gt; $cf_name);<br />
unless( $cf-&gt;id ) {<br />
# queue 0 is special case and is a synonym for global queue<br />
$cf-&gt;LoadByNameAndQueue( Name =&gt; $cf_name, Queue =&gt; '0' );<br />
}<br />
unless( $cf-&gt;id ) {<br />
print "No field $cf_name in queue ". $q-&gt;Name;<br />
die "Could not load custom field";<br />
}<br />
<br />
my $i=0;<br />
while (my $t = $tx-&gt;Next) {<br />
print "Processing record #" . ++$i . "\n";<br />
my $type = $t-&gt;FirstCustomFieldValue($cf_name);<br />
print "Old Type = $type\n";<br />
my ($ret, $msg) = $t-&gt;DeleteCustomFieldValue(<br />
Field =&gt; $cf-&gt;Id,<br />
Value =&gt; $type<br />
);<br />
die "Error deleting old value: $msg" unless $ret;<br />
$t-&gt;AddCustomFieldValue(<br />
Field =&gt; $cf-&gt;Id,<br />
Value =&gt; 'Prospect'<br />
);<br />
$type = $t-&gt;FirstCustomFieldValue($cf_name);<br />
print "New Type = $type\n";<br />
}<br />
</nowiki><br />
</pre><br />
<br />
== Simple Search Custom Field Values ==<br />
<br />
[[SearchCustomField]]<br />
<br />
== Custom Fields in Email Ticket Creation ==<br />
<br />
[[OnCreateCheckCF]]</div>Maureenhttps://rt-wiki.bestpractical.com/index.php?title=ManualRights&diff=26882ManualRights2019-03-28T20:52:14Z<p>Maureen: </p>
<hr />
<div>Prev: [[ManualAdministration]] --- Up: [[UserManual]] --- Next: [[ManualScrips]]<br />
<br />
[[File:Global-Group-Rights.png|Global group rights|thumb|500px]]<br />
<br />
'''Appendix 2 Rights'''<br />
<br />
This is a reference for rights in RT.<br />
<br />
There are a great deal of places in RT where you can assign rights to a group or a user. While this is a feature of RT, we recommend adding users to a group, then applying rights directly on that group. When rights are granted on specific users, it can become more challenging to manage each user's rights. A quicker way to view all the rights a user has on one page, is to use the RT Rights Inspector. This an RT extension that must be installed, you can find it here: https://metacpan.org/pod/RT::Extension::RightsInspector.<br />
<br />
Below is a list of all the areas in RT to update group and user rights. From the Admin menu:<br />
<br />
<br />
* Custom Fields<br />
:* Custom Fields > Select > [select custom field] > Group Rights<br />
:* Custom Fields > Select > [select custom field] > User Rights<br />
:* Global > Custom Fields > [select Users, Groups, Queues, Tickets, Articles, Assets] > [select custom field] > Group Rights<br />
:* Global > Custom Fields > [select Users, Groups, Queues, Tickets, Articles, Assets] > [select custom field] > User Rights<br />
<br />
[[File:Queue-Group-Rights.png|Queue level rights by group|thumb|500px]]<br />
<br />
* Groups<br />
:* Groups > Select > [select group] > Group Rights<br />
:* Groups > Select > [select group] > User Rights<br />
:* Global > Group Rights<br />
<br />
* Queues<br />
:* Queue > Select > [select queue] > Group Rights<br />
:* Queue > Select > [select queue] > User Rights<br />
<br />
* Users (not suggested)<br />
:* Global > User Rights<br />
<br />
<br />
See also [[Rights]] article.<br />
<br />
<br />
<br />
----<br />
<br />
Prev: [[ManualAdministration]] --- Up: [[UserManual]] --- Next: [[ManualScrips]]<br />
[[Category:RT User Manual]]<br />
[[Category:RT44]]</div>Maureenhttps://rt-wiki.bestpractical.com/index.php?title=ManualSimpleSearch&diff=26881ManualSimpleSearch2019-03-28T20:51:42Z<p>Maureen: </p>
<hr />
<div>Up: [[ManualSearchTickets]]<br />
<br />
----<br />
<br />
= Introduction =<br />
<br />
Simple search is an input box in the upper right corner of all pages. You can also run a "Simple Search" by clicking on Search -> Tickets -> Simple Search from the top navigation bar, that leads to the simple search page with some hints.<br />
<br />
Simple search is '''magical''' in some way and you may find this magic cool or annoying (that depends).<br />
<br />
= Using =<br />
<br />
Just type search terms (keywords) in the text box and hit enter or click Search button. The search will be done so that the result matches each keyword (AND).<br />
<br />
== Magic of the simple search ==<br />
<br />
'''Beware''' the search is done only on tickets with an active status, unless a keyword contains a status, for example "resolved" or "open stalled".<br />
<br />
You can use id (any number) to jump right to the ticket, just type 10 and hit enter to jump to ticket #10.<br />
<br />
You can use email address to search by requestor.<br />
<br />
You can use name of a privileged user to search by owner.<br />
<br />
You can use queue name to search tickets in that queue, but only if queue name has no spaces.<br />
<br />
You can prefix a word with "fulltext:" to search in content of tickets. Don't overuse this feature as full text search without indexing can be very slow.<br />
<br />
Everything else is searched in subject of tickets.<br />
<br />
Behavior may be changed or extended with local customizations, consult with your system administrator if you are not sure.<br />
<br />
== Some examples with magic ==<br />
<br />
Search for open or stalled tickets owned by ruz (if a user with name ruz exists).<br />
<br />
ruz open stalled<br />
<br />
<br />
Search for new tickets in support queue (if a queue with name support exists, this is case insensitive).<br />
<br />
support new<br />
<br />
= For admins =<br />
<br />
[[SimpleSearchExcludeResolved]] and [[SimpleSearchIncludeResolved]].<br />
<br />
----<br />
<br />
Up: [[ManualSearchTickets]]<br />
[[Category:RT User Manual]]<br />
[[Category:RT44]]</div>Maureenhttps://rt-wiki.bestpractical.com/index.php?title=ManualSearchTickets&diff=26880ManualSearchTickets2019-03-28T20:51:02Z<p>Maureen: </p>
<hr />
<div>Up: [[ManualUsingWebInterface]]<br />
<br />
----<br />
<br />
= Introduction =<br />
<br />
RT comes with several interfaces to search for tickets: queue list, simple search, and the query builder search.<br />
<br />
Searches can be saved, shared between groups, placed on the home page, bookmarked in the browser, used in charts or even emailed within [[ManualDashboards|Dashboards]].<br />
<br />
= Queue List =<br />
<br />
[[File:Queue-List.png|Queue List portlet|thumb|500px]]<br />
<br />
The Queue List is a portlet that you can see on the home page, by default. This is a table where rows are queues you can see and columns are active statuses, each cell of the table shows number of tickets.<br />
<br />
Queue name and each number in this table is clickable, so you can jump to a page with search results.<br />
<br />
= Simple search =<br />
<br />
Simple search is an input box in the upper right corner of all pages. You can also run a "Simple Search" by clicking on Search -> Tickets -> Simple Search from the top navigation bar, that leads to the simple search page with some hints.<br />
<br />
This search allows you to use some magic, for example you can type in a ticket id, and jump directly to that ticket. Check out [[ManualSimpleSearch]].<br />
<br />
= Advanced search =<br />
<br />
[[File:Query-Builder.png|Search Tickets with the Query Builder|thumb|500px]]<br />
<br />
More advanced ticket search is available by clicking Search -> Tickets -> New Search in the menu. This is a query builder with many fields listed for you to build your searches.<br />
<br />
It is fairly intuitive, but there are some features worth noting:<br />
<br />
* Searches, by default, are sticky. That is, if you return to the Search page during a session, it will display the most recent search (unless you click on the "New Search" link again in the main menu).<br />
* Searches are, by default, limited. You can walk by pages or unlimit them.<br />
* Searches are iterative - you build them up. If you search for tickets owned by Jane, then search for open tickets, you'll get open tickets owned by Jane.<br />
* When RT displays a ticket that is part of the current search, it will also display Previous, Next, First, and Last links for navigating through the matching tickets.<br />
<br />
If you get too many results, you can still pinpoint what you need by searching again to narrow the results down.<br />
<br />
You can search by id, ticket subject, queue, status, SLA, owner, requestor, group, time fields, date fields, priority, and/or links. For instance, you could search for tickets you own by selecting your own name from the Owner drop-down menu, or search for only high priority tickets.<br />
<br />
== Relative Date Searching ==<br />
<br />
[[File:Relative-Date-Search.png|Example of using relative dates for searching|thumb|500px]]<br />
<br />
Consider needing a bookmarkable search which lists what you've resolved in the last month or what is due in the next week. Manually entered dates make the search outdated soon after creation. The perl module that RT uses allows for some relative date/time phrases. Using the query builder, you can run these searches.<br />
<br />
NOTE: See the [http://search.cpan.org/author/MUIR/Time-modules-2003.0211/lib/Time/ParseDate.pm Time::ParseDate man page] for more options<br />
<br />
Examples:<br />
<br />
Tickets resolved in the last month<br />
<br />
Resolved -> After -> -1 month<br />
<br />
<br />
Tickets created in the last week<br />
<br />
Created -> After -> -1 week<br />
<br />
<br />
Tickets due in the next week<br />
<br />
Due -> After -> Today AND Due -> Before -> +1 week<br />
<br />
<br />
Tickets created between an hour and three hours ago<br />
<br />
Created -> After -> -1 hour AND Created -> After -> -3 hour<br />
<br />
== Advanced Search vs. other searches ==<br />
Most interfaces that simplify search, like queue list and simple searches, at the end generate a query using special syntax and redirect you to results page that is part of advanced search. So you can click 'Edit Search' from the top submenu and refine it with more conditions or "Advanced" to write out the search query explicitly.<br />
<br />
= Search results =<br />
<br />
Search results look like the following:<br />
<br />
[[File:Search-Results.png|Search Results|thumb|500px]]<br />
<br />
== Changing display format ==<br />
<br />
At the bottom of the query builder page, you can also alter the number of search results returned per page, how the results are sorted, and which columns are displayed. From the search results page, you can select how often the page is refreshed. Click the Change button when you're done.<br />
<br />
To clear previous search results and start a new search:<br />
* click Search -> Tickets -> New Search<br />
<br />
= Saving Searches =<br />
<br />
After you've added all of the criteria you want for a query, you can save your search. <br />
<br />
To save a search so you can return to the results later:<br />
:# under Saved Searches on the query builder page, select a privacy (you can only save for yourself "My Saved Searches", or for a group you are a member of) and add a description<br />
:# click the Save button<br />
'''NOTE''' You must have the correct permissions to show saved searches and to edit them.<br />
<br />
To retrieve a saved search<br />
:# under Saved Searches on the query builder page, select from the "Load saved search" dropdown<br />
:# click the Load button<br />
<br />
----<br />
<br />
Up: [[ManualUsingWebInterface]]<br />
[[Category:RT User Manual]]<br />
[[Category:RT44]]</div>Maureenhttps://rt-wiki.bestpractical.com/index.php?title=ManualUsingWebInterface&diff=26879ManualUsingWebInterface2019-03-28T20:50:37Z<p>Maureen: </p>
<hr />
<div>Prev: [[ManualBasicAdministration]] --- Up: [[UserManual]] --- Next: [[ManualAdministration]]<br />
<br />
----<br />
<br />
RT has a web interface that works in just about every web browser - including screen readers for the blind - and is easy to use. How easy? You're about to find out. Remember, though, that RT is very configurable; if you're reading this to learn how to use a local installation at your site, remember that your administrator could have made changes that will make things look differently than they do here; don't let it throw you.<br />
<br />
RT has a powerful interface to create queries using [[TicketSQL]], a SQL-like syntax for searching tickets. The output format can also be configured. i.e. which columns to show. This can be configured using the query builder or a plain text input in advanced mode.<br />
<br />
If you see any unfamiliar terms in this chapter, look for them in the RT Concepts section of [[ManualIntroduction]], or in [[RTGlossary]].<br />
<br />
This manual is being updated to 4.4; we're going to snip out references to things that were markedly different in older -- particularly pre-4.x -- releases. If you have one of those... you '''really''' need to think about upgrading.<br />
<br />
= Logging In =<br />
<br />
Your administrator will tell you where your login page is, and what username and (usually) temporary password to use. The login screen looks like this:<br />
<br />
[[File:RT-Login.png|RT Login Page|thumb|500px]]<br />
<br />
Type your username in the Username text box, type your password in the Password text box, and then click the Login button, or hit ENTER.<br />
<br />
= RT at a Glance (Home Page) =<br />
<br />
Immediately after logging in, you'll be looking at the home page, RT at a Glance.<br />
<br />
[[File:RT-at-a-Glance.png|RT at a Glance|thumb|500px]]<br />
<br />
'''NOTE:''' You'll find that many items are clickable hotlinks in the RT interface, such as ticket ids and queues, but the default interface configuration does not highlight these using the usual blue color or underline. Move your mouse around; things which are links will get an underline when you hover the mouse over them. Clicking on these items takes you pretty much where you might expect it would.<br />
<br />
Also, note that your installation may have been customized by the administrator, and because of that, things may be in different places than we describe here.<br />
<br />
The main part of the page, called "RT at a Glance", will contain a collection of panels, each of which can be minimized, and some of which can also be edited.<br />
<br />
By default, these are:<br />
<br />
== In the left column ==<br />
<br />
* 10 highest priority tickets I own: This section displays what you need to do. Each ticket will display its id, subject, queue, and status from this page. Click any ticket's id or description to display its basic information page (see also the [[ManualUsingWebInterface#Tickets_interface|Tickets interface]] section of this chapter).<br />
* 10 newest unowned tickets: Here you'll see the list of tickets which have been created, but not yet assigned to anyone, sorted with the newest ones at the top. Each ticket has an associated '''Take''' link which you can use to assign the ownership of the ticket to yourself, and start working on it.<br />
* Bookmarked tickets: Here is a facility where you can bookmark any ticket while you're looking at it, no matter its queue or owner, by clicking on an empty star in the top right corner of the page. Tickets you've bookmarked in this way will be displayed in this panel.<br />
* Quick Ticket Creation: This panel lets you enter the bare minimum of information about a new ticket, to create one quickly when necessary. If you need to enter more information about a new ticket, including things like [[CCs]], select a queue from the top submenu of the page, and click the "New Ticket In" button; this will give you the complete New Ticket screen.<br />
<br />
== In the right column ==<br />
<br />
* My Reminders - If you have set a reminder for yourself in a ticket, you will see the title of the reminder and which ticket it belongs to. Click on the title of the reminder to follow it.<br />
* Queue List - This panel contains a list of all the queues you're permitted to access, logged in with the current user account. They're in alphabetical order, and show tickets in each status based on the queue lifecycle.<br />
* Dashboards: The Dashboards panel (see [[ManualDashboards]]) will contain a list of any Dashboards which have been created for the entire RT installation, your user group, or your personally created dashboards.<br />
* Refresh: This pulldown menu, on the lower right side of the screen, lets you select whether the homepage is automatically refreshed or not. The default is no. Other options are refreshing the page every 2, 5, 10, 20, 60, and 120 minutes. Click the Go! button to select the displayed auto-refresh delay.<br />
<br />
== Top navigation bar ==<br />
<br />
This is the RT main menu. The options will expand into a menu tree as you select various tasks. Your current location in this tree will always be boldfaced. Some of these options may not be displayed if you do not have the appropriate rights.<br />
<br />
* Home: the home page: where you are now. You can always get back to the home page by clicking Home in the upper left of the screen. You can even click this if you're '''on''' the home page, as an easy Refresh link.<br />
* Search: clicking this brings you to the ticket search query builder page (see also [[ManualUsingWebInterface#Searching_for_tickets|Searching for tickets]]).<br />
* Reports: This allows you to quickly create reports on tickets Resolved by owner, Resolved in date range or Created in a date range. <br />
* Articles: clicking this takes you to Articles, RT's integrated knowledgebase.<br />
* Assets: Assets allow you to keep an inventory of items that can then be linked to tickets as needed<br />
* Tools: The options here allow you to view your daily progress, check your reminder and view any approvals you may need<br />
* Admin: This link takes administrators to the section of RT where they can configure users, queues and scrips, and make global setup changes to the installation.<br />
* Logged in as: This menu lets you configure RT for your personal tastes. You can also log out of RT here.<br />
<br />
== Top submenu ==<br />
<br />
* New ticket in: Use this to quickly start creating a ticket (for more detail, see [[ManualUsingWebInterface#Creating_a_new_ticket|Creating a new ticket]]). Choose a queue from the drop-down menu and click the "New ticket in:" button to begin.<br />
* Search: Type a search term in the text box and click the Search button to find tickets. This box can do some magic, for example you can type in a ticket id, and jump directly to that ticket. Check out [[ManualSimpleSearch]] for more on the magic and [[ManualSearchTickets]] for more ways to search tickets.<br />
<br />
= Tickets interface =<br />
<br />
The fundamental object in RT is the ticket; a ticket groups all of the information about, and transactions related to, an issue you're using RT to track.<br />
<br />
First, you should know some of the various ways to navigate to an existing ticket:<br />
<br />
* from the Home page, click a ticket subject under '''10 highest priority tickets I own''' or '''10 newest unowned tickets'''. Or, you can '''Take''' an unowned ticket, which has the extra side effect of assigning ownership to you.<br />
* search for a ticket, from the search box on the Home page or by clicking Search in the top navigation bar, then click on the ticket.<br />
* click a queue name on the Queue List panel and then click a ticket.<br />
* clicking a ticket's URL from within an email message.<br />
<br />
= Display =<br />
<br />
Any way you navigate to a ticket, you'll arrive at that ticket's Display page first.<br />
<br />
The Display view, the first of many possible views of the ticket, (see screenshot) provides an overview of the ticket.<br />
<br />
[[File:Ticket-Display.png|Ticket Display Page|thumb|500px]]<br />
<br />
Two panes come up on the Display view: Ticket Metadata on top, and History below.<br />
<br />
As you can see, it includes information like Basics, People, Reminders, Dates, and Links, each in it's own portlet.<br />
<br />
The id and subject of the ticket is above the top command bar.<br />
<br />
In the upper right corner of the main window, new tickets will offer by default (depending on user rights) the Actions: Reply, Comment, Forward, Open It, Resolve, Reject, Delete, Take, and Extract Article. Reply and Comment will be covered shortly, in the [[ManualUsingWebInterface#Replying_and_commenting|Replying and Commenting]] section. Resolve means to close a ticket because work on it is finished, Open will change a ticket's status to "open", Take makes you the ticket's owner, and Extract Article is part of RT's integration with the knowledgebase Articles.<br />
<br />
If anyone owns a ticket, the Take option disappears; likewise, once a ticket is resolved, the Resolve option disappears. If a resolved ticket is reopened with the Open It option, Open It disappears and Resolve reappears.<br />
<br />
The Display page sometimes has an Attachments portlet, which lists ticket attachments, organized by name and then by date.<br />
<br />
== History ==<br />
<br />
This panel on -- or separate view of -- the ticket shows everything that's ever happened to the ticket, including comments, replies, attachments and status and ownership changes.<br />
<br />
== Basics ==<br />
<br />
[[File:Ticket-Basics.png|Ticket Basics Page|thumb|500px]]<br />
<br />
This is where you change the ticket's subject, status, queue, owner, time estimated, time worked, time left, priority, and final priority. A ticket's subject is what it sounds like; "time estimated","time worked" and "time left" refer to the (total) number of minutes worked on this ticket only. If you're unclear on status, queue, owner, or priority, refer to [[ManualIntroduction#RT_concepts|RT Concepts]].<br />
<br />
After changing information on the Basics page (or any other), don't forget to click the Save Changes button.<br />
<br />
This is also the page where you can change values in a custom field. Your organization may create its own fields, and they come up on a ticket's Basics page. They work like any other field: you type things in them or select things from them. To create your own custom fields, see [[ManualAdministration]].<br />
<br />
== Dates ==<br />
<br />
[[ManualTicketDates]]<br />
<br />
== People ==<br />
<br />
To reach a ticket's People screen from within a ticket, click People on top submenu or, alternatively, click on the porlet's tab.<br />
<br />
This page deals with a ticket's owner, requestor, Cc(s), Admin Cc(s) and optionally, Custom Roles. To review these roles, see [[ManualIntroduction#RT_concepts|RT Concepts]].<br />
<br />
There are two ways to add a watcher. If you know a potential watcher's email address, you can add one directly. Otherwise, you can search for them, then add whoever you've found.<br />
<br />
To search for users before adding them as watchers:<br />
<ul><br />
# look under "Find people whose"<br />
# choose Username, Email, Name, or Organization from the first drop-down menu<br />
# choose matches, doesn't match, is, or isn't from the second drop-down menu<br />
# type your search term in the text box<br />
# click the Go! button<br />
</ul><br />
<br />
If RT finds a user, their username will appear in the Add new watchers area below. You've now found your user, and you're ready to configure them as a watcher.<br />
<br />
To search for groups before adding them as watchers:<br />
<ul><br />
# look under "Find group whose"<br />
# choose Name or Description from the first drop-down menu<br />
# choose matches, doesn't match, is, or isn't from the second drop-down menu<br />
# type your search term in the text box<br />
# click the Go! button<br />
</ul><br />
<br />
If RT finds a group, the group name will appear in the Add new watchers area. You've now found your group, and you're ready to configure it as a watcher.<br />
<br />
To add new watchers:<br />
<ul><br />
# locate the Add new watchers section of the page<br />
# for each watcher you're adding, choose Requestor, Cc, or [[AdminCC]] from the Type drop-down menu<br />
# type the new watcher's email address in the Email text box, if it's not already filled in<br />
# click the Save Changes button<br />
</ul><br />
<br />
For each email address, RT will search for an existing user to match it. If there is no match, RT will create a new unprivileged user.<br />
<br />
To remove a watcher:<br />
<ul><br />
# locate the Current Watchers section of the page<br />
# check the box next to the watcher(s) to delete<br />
# click the Save Changes button<br />
</ul><br />
<br />
To assign a ticket or change its owner:<br />
<ul><br />
# change Owner drop-down menu to the person of your choice<br />
# click the Save Changes button<br />
</ul><br />
<br />
To change a ticket's owner to yourself, click Take from within a ticket, this only works if the ticket was assigned to Nobody. Once a ticket is taken, the Take option disappears from the ticket's interface. If the ticket already has an owner, you can click "Steal" instead to own it. There is no intermediate "Are you sure you want to do this?" page, but if you wrongly take a ticket, you can always give it back.<br />
<br />
==Links ==<br />
<br />
Links in RT include Depends on, Depended on by, Parents, Children, Refers to, and Referred to by. If we just lost you, see [[ManualIntroduction#RT_concepts|RT Concepts]]. <br />
<br />
To reach a ticket's Links page, from within a ticket, click on the Links portlet tab or Links on the ticket submenu.<br />
<br />
You can add or delete links here, or merge duplicate tickets. In this screen shot, the links page for ticket #2, you'll see that ticket #2 is a child of parent ticket #3.<br />
<br />
[[File:Ticket-Links.png|Ticket Links Page|thumb|500px]]<br />
<br />
To merge two identical, duplicate tickets:<br />
<ul><br />
# look under Merge<br />
# enter only one ticket number in the Merge Into: text box<br />
# click the Submit button<br />
</ul><br />
<br />
If someone tries to use the ticket ID of a ticket you've merged into another one, RT automatically redirects to the correct, newly-merged ticket.<br />
<br />
To add a link (Depends on, Depended on by, Parents, Children, Refers to, Referred to by):<br />
<ul><br />
# look under New Links<br />
# enter ticket numbers (or other data) into the appropriate fields, separating multiple entries with spaces<br />
# click the Submit button<br />
</ul><br />
<br />
To delete a link:<br />
<ul><br />
# look under Current Links<br />
# check the box next to the link to delete<br />
# click the Submit button<br />
</ul><br />
<br />
To add a link to an Article, see [[ManualUsingWebInterface#Replying_and_commenting|Replying and Commenting]].<br />
<br />
== Jumbo ==<br />
<br />
This page shows editable versions of the Basics, Dates, People, and Links (and Custom Fields if added) screens on one page, plus Update Ticket fields for adding comments or replies. This screen is useful if you must modify several aspects of a ticket at once. Be sure to click the Save Changes button when you're done.<br />
<br />
= Common tasks =<br />
<br />
Now that you know your way around RT's web interface, there are probably many tasks you can figure out on your own. However, we wanted to make sure you had a step-by-step guide to the most important and common tasks such as using RT's search functionality and working with tickets.<br />
<br />
== Searching for tickets ==<br />
<br />
[[ManualSearchTickets]]<br />
<br />
== Creating a new ticket ==<br />
<br />
To create a new ticket, start by selecting its queue:<br />
<ul><br />
# from any page, select the queue of your choice from the "New ticket in" drop-down menu on the top right of the screen<br />
# click the New Ticket in button<br />
</ul><br />
[[File:Ticket-Create.png|Ticket Create Page|thumb|500px]]<br />
<br />
The next page will be the Create a new ticket page, defaulting to the Show basics view with the following fields:<br />
<br />
* Queue: this should already be filled in for you.<br />
* Status: generally, you'll leave this at the default, new. However, you might sometimes need to create a ticket to record a past occurrence or a problem that's already being worked on, so you might choose one of the other statuses from the drop-down menu.<br />
* Owner: you can give the ticket an owner or leave this blank and let someone claim it later.<br />
* You may also see some Custom Fields here if you created any and applied them to the queue<br />
* Requestors: the default email address will be yours. Fill in any others if needed.<br />
* Cc and Admin Cc: if you don't know what these are for, see [[ManualIntroduction#RT_concepts|RT Concepts]].<br />
* You may also see some Custom Roles here if you created any and applied them to the queue<br />
* Subject and Attach file should look familiar to most email users and work basically the same way.<br />
* Describe the issue below means you should explain why this ticket exists.<br />
<br />
If you click Details from the top submenu, you'll be brought to the optional but potentially useful fields Priority, Final Priority, Time Estimated, Time Worked, Time Left, fields for dates (Starts and Due), and fields for each link (Depends on, Depended on by, Parents, Children, Refers to, Referred to by). These, too, are explained in [[ManualIntroduction#RT_concepts|RT Concepts]].<br />
<br />
When you're done filling in fields, click the Create button to make the ticket.<br />
<br />
== Replying and commenting ==<br />
<br />
There are two ways you can respond to a ticket. By default, a reply is public and a comment is hidden from the requestor. Comments and replies are listed permanently under the ticket's History.<br />
<br />
To say something about a ticket, first make sure you are within one of the ticket's pages (Display, History, Basics...) then click Comment or Reply in the Actions menu at the upper right of the page. To quote the text of an existing comment or reply inline, click Reply or Comment next to an existing reply/comment, from within the ticket's History (see screenshot).<br />
<br />
[[File:Ticket-Txn.png|Reply, Comment or Forward in Ticket History|thumb|500px]]<br />
<br />
On the resulting Ticket Update page, you'll see drop-down menus for Status and Owner. You probably won't need to change the defaults here.<br />
<br />
There will also be a text box for how many minutes the ticket has been worked on. Fill this in if you want to or if you are supposed to be logging your time.<br />
<br />
The Update Type drop-down menu will be automatically set to Comments (Not sent to requestors) or Response to requestors, depending on whether you clicked Comment or Reply as your first step. You can select the other option if you've changed your mind. As a visual aid, the message box will be yellow for comments and red for replies.<br />
<br />
As for the other fields, we'll assume you have a working knowledge of email. RT correspondence has some fields that should be familiar to email users, such as Subject, CC, BCC, Attachments, and Message. The Subject field may be automatically filled in with the name of the ticket.<br />
<br />
'''NOTE:''' email addresses in the CC and BCC fields of replies and comments will not automatically receive future updates.<br />
<br />
Enter your comment or reply in the Message field, and when everything's done, click the Submit button.<br />
<br />
You'll be brought back to the ticket's Display page, with a status message on top that says your comment or reply has been sent/recorded, or that there is a problem and it hasn't.<br />
<br />
To add a signature that will appear by default at the bottom of all your comments and replies:<br />
<ul><br />
# click Logged in as -> Settings -> About Me from the top navigation bar<br />
# type your (preferably short) signature in the Signature field<br />
# click the Save Preference<br />
</ul><br />
<br />
=== Reply and comment with Articles ===<br />
<br />
[[File:Ticket-Update-Articles.png|Add Articles to Reply/Comment|thumb|500px]]<br />
<br />
Articles is RT's knowledgebase system. If you are using Articles, you should know that when you reply to or comment on tickets in RT, you can search for and include (editable) Articles in the reply or comment. The ticket will now have a new link: Refers To (article of your choice). This screen shot shows the relevant part of the Reply or Comment screen, located above the Message box of the page:<br />
<br />
To find an Article to include in the reply or comment, enter a search term in the "Search for Articles matching" text box and click the Go button. Assuming there are search results, click the Go button next to the article you'd like to include.<br />
<br />
If you know the name or id of the article you'd like to include, enter it in the Include Article text box and click the Go button.<br />
<br />
== Modifying a ticket ==<br />
<br />
Listed alphabetically by item that could be changed:<br />
<br />
* dates:<br />
:# click on the Dates portlet or menu item on ticket display<br />
:# type the new date in the <code>Starts</code> or <code>Due</code> text box, <code>Started</code> and <code>Last Contact</code> can also be manually updated<br />
:# click the Save Changes button<br />
* history: a ticket's history cannot be changed.<br />
* owner:<br />
:# from within a ticket's People page, change <code>Owner</code> in drop-down menu to the person of your choice<br />
:# click the Save Changes button<br />
* priorities:<br />
:# from within a ticket's Basics page, type a new number in the <code>Priority</code>/<code>Final Priority</code> fields<br />
:# click the Save Changes button<br />
* queue:<br />
:# from within a ticket's Basics page, select a new item from the <code>Queue</code> drop-down menu<br />
:# click the Save Changes button<br />
:# '''NOTE:''' that when you change a ticket's queue, queue-specific values such as custom fields will disappear. They will not be deleted, but they will be hidden.<br />
* status:<br />
:# from within a ticket's Basics page, select a value from the <code>Status</code> drop-down menu<br />
:# click the Save Changes button<br />
* subject:<br />
:# from within a ticket's Basics page, type new data in the <code>Subject</code> field<br />
:# click the Save Changes button<br />
* time fields:<br />
:# from within a ticket's Basics page, type a new number in the <code>Time Estimated</code>/<code>Time Worked</code>/<code>Time Left</code> fields<br />
:# click the Save Changes button<br />
<br />
== Modifying people ==<br />
<br />
To assign a ticket or change its owner:<br />
<br />
:# from a ticket's People page, change Owner in drop-down menu to the person of your choice<br />
:# click the Save Changes button<br />
<br />
To add new watchers:<br />
<br />
:# from a ticket's People page, locate the "Add New Watchers" section of the page<br />
:# choose Requestor, Cc, AdminCc or any Custom Role from the Type drop-down menu<br />
:# type the new watcher's email address in the Email text box<br />
:# add up to two more watchers, for a total of up to three<br />
:# click the Save Changes button<br />
<br />
To remove a watcher:<br />
<br />
:# from a ticket's People page, locate the Current Watchers section of the page<br />
:# check the box next to the watcher(s) to delete<br />
:# click the Save Changes button<br />
<br />
== Modifying Links ==<br />
<br />
To add a link (Depends on, Depended on by, Parents, Children, Refers to, Referred to by):<br />
<br />
:# from within a ticket's Links page, look under New Links<br />
:# enter ticket ids (or other data) into the appropriate fields, separating multiple entries with spaces<br />
:# click the Save Changes button<br />
<br />
To delete a link:<br />
<br />
:# from within a ticket's Links page, look under Current Links<br />
:# check the box next to the link to delete<br />
:# click the Save Changes button<br />
<br />
To merge a duplicate ticket into an identical ticket:<br />
<br />
:# from within a ticket's Links page, look under Merge<br />
:# enter only one ticket id in the Merge Into: text box<br />
:# click the Save Changes button<br />
<br />
If someone tries to use the ticket ID of a ticket you've merged into another one, RT automatically redirects to the correct, newly-merged ticket. Merging tickets also merges all ticket data such as watchers, links, and history.<br />
<br />
== Updating many tickets at once ==<br />
<br />
Sometimes, you may need to make a change to several tickets at once. There's an easy way to do this:<br />
:# locate the tickets you want (see [[ManualUsingWebInterface#Searching_for_tickets|Searching for tickets]])<br />
:# from the results page, click "Bulk Update" from the top submenu<br />
:# you'll be sent to a Bulk ticket update page where you can add a comment or reply to all the tickets, or change the tickets' owner, requestors, Cc, Admin Cc, subject, priority, queue, status, and various date fields. The power!<br />
:# click the Update button<br />
<br />
== Resolving a ticket ==<br />
<br />
If a ticket has been completed and doesn't need any more work, you can resolve it by clicking Resolve in Actions menu of ticket's pages (Display, History, Basics...).<br />
<br />
This takes you to a comment form (see [[ManualUsingWebInterface#Replying_and_commenting|Replying and Commenting]]) but sets the Status drop-down menu to Resolved.<br />
<br />
You're encouraged to use the Message text box to explain why you're resolving the ticket.<br />
<br />
When you're done, click the Update Ticket button.<br />
<br />
You'll be brought to the ticket's Display page and told the comment has been recorded and ticket has been resolved (or not, if there is a problem).<br />
<br />
== Changing your own user information ==<br />
<br />
[[File:About-Me.png|About Me Page|thumb|500px]]<br />
<br />
To change your own name, email address, phone numbers, location, signature or password:<br />
<br />
:# in the upper right of the screen, click Logged in as -> Settings -> About Me<br />
:# type new information in the desired fields<br />
:# click the Save Preferences button<br />
<br />
'''NOTE:''' You'll need the right "ModifySelf" to view this page and make changes.<br />
<br />
== Groups ==<br />
<br />
Users can grant their rights to others by creating a group and delegating the rights to the members of that group. This is convenient if you're going on vacation or need to pass the buck for any reason.<br />
<br />
To view existing groups, go to Admin -> Groups -> Select -> [select group name]<br />
<br />
To make a new group:<br />
<br />
:# go to Admin -> Groups -> Create<br />
:# type your group's name and description in the <code>Name:</code> and <code>Description:</code> text boxes<br />
:# click the Create button<br />
<br />
To add members to a group:<br />
<br />
:# click the name of a group<br />
:# click Members from the top submenu<br />
:# select user(s) or group(s) from the Add members are<br />
:# click the Modify Members button<br />
<br />
To delete members from a group:<br />
<br />
:# click the name of a group<br />
:# click Members from the top submenu<br />
:# check the box next to the user(s) or group(s) to delete<br />
:# click the Modify Members button<br />
<br />
To change a group's name or description:<br />
<br />
:# click the name of a group<br />
:# make changes<br />
:# click the Save Changes button<br />
<br />
To disable a personal group:<br />
<br />
:# click the name of a group<br />
:# clear the Enabled checkbox<br />
:# click the Save Changes button<br />
<br />
Unlike disabled users and queues, disabled groups will still be visible in listings. That removes a step from the process of re-enabling them when necessary.<br />
<br />
To re-enable a group:<br />
<br />
:# click the name of a group<br />
:# check the Enabled checkbox<br />
:# click the Save Changes button<br />
<br />
== Rights ==<br />
[[File:Group-Rights.png|Group Rights Page|thumb|500px]]<br />
<br />
Once you have a group, you can grant rights.<br />
<br />
* In order to delegate rights, you'll need to have the right "ShowConfigTab", which allows you to view the Admin menu in the top navigation bar <br />
* If you've been granted a right globally, you can't delegate it for just one queue and vice versa.<br />
<br />
To grant rights to a group:<br />
<br />
:# go to Admin -> Global -> Group Rights<br />
:# on the left side of the page, select a system group, role, or user group listed, or search for a group under "Add Group"<br />
:# rights are grouped by "General Rights", "Rights for Staff" and "Rights for Administrators", these are suggested rights, but you may grant whichever from any of the tabs<br />
:# check the box(es) next to the right(s) you'd like to grant<br />
:# click the Save Changes button<br />
<br />
To revoke rights on a group:<br />
<br />
:# go to Admin -> Global -> Group Rights<br />
:# on the left side of the page, select a system group, role, or user group listed, or search for a group under "Add Group"<br />
:# uncheck the box(es) next to the right(s) you'd like to revoke<br />
:# click the Save Changes button<br />
<br />
== Logging out ==<br />
<br />
You can leave yourself logged into RT without breaking anything, but logging out is a good habit to get into for security purposes. Logging out is standard:<br />
<br />
* click Logged in as -> Logout in the top navigation bar<br />
<br />
Some RT configurations don't have a Logout button, so don't panic if you don't see one.<br />
<br />
----<br />
<br />
Prev: [[ManualBasicAdministration]] --- Up: [[UserManual]] --- Next: [[ManualAdministration]]<br />
[[Category:RT User Manual]]<br />
[[Category:RT44]]</div>Maureenhttps://rt-wiki.bestpractical.com/index.php?title=ManualBasicAdministration&diff=26878ManualBasicAdministration2019-03-28T20:49:18Z<p>Maureen: </p>
<hr />
<div>Prev: [[ManualEmailConfig]] --- Up: [[UserManual]] --- Next: [[ManualUsingWebInterface]]<br />
<br />
----<br />
<br />
= CONFIGURE RT =<br />
<br />
You have now installed RT. But just installing it isn't enough. You have to configure it for your environment as well.<br />
<br />
Until you configure RT, RT will not be able to send or receive email, nor will it be more than marginally functional. This is not an optional step. RT has many configuration options, and you should read [[ManualAdministration]] for a broader view, but here's a quick guide to things you should probably look at.<br />
<br />
== CREATE USERS ==<br />
<br />
In its default configuration, RT uses an internal users database to keep track of who can access RT and who has which rights within the system. One of your first tasks should be to create users for anyone who will need to work with tickets within RT. Login as 'root' with password as 'password'.<br />
<br />
Admin -> Users -> Create<br />
<br />
<br />
For more details, see 'Users: Creating a user' in [[ManualAdministration#CREATING_A_USER|ManualAdministration]].<br />
<br />
== GRANT USER RIGHTS ==<br />
<br />
RT provides a rich access control system that allows rights to be granted to groups, individual users and users in specific roles.<br />
<br />
To allow arbitrary remote users to submit tickets into a given queue by email, grant the system group Everyone the following rights by:<br />
<br />
Admin -> Queues -> [select a Queue] -> Group Rights<br />
<br />
* [[CommentOnTicket]]<br />
* [[CreateTicket]]<br />
* [[ReplyToTicket]]<br />
* [[SeeQueue]]<br />
<br />
If you intend to let ticket requestors use the Self Service web interface, you should grant the role of Requestor the right Show Ticket.<br />
<br />
To make sure your staff can work with tickets, you should grant them all the following additional rights:<br />
<br />
* [[ShowTicket]]<br />
* [[ShowTicketComments]]<br />
* [[Watch]]<br />
* [[WatchAsAdminCc]]<br />
* [[OwnTicket]]<br />
* [[ModifyTicket]]<br />
<br />
For more details, see Users: Granting user rights in [[ManualAdministration#GRANTING_USER_RIGHTS|ManualAdministration]].<br />
<br />
== CREATE QUEUES ==<br />
<br />
By default, RT has one queue called 'General'. You might want to change the values for this.<br />
<br />
Admin -> Queues -> Select -> [select General]<br />
<br />
<br />
You can even change its name, if you want, but if you do, make sure that your incoming mail aliases match it.<br />
<br />
To create a new queue:<br />
<br />
Admin -> Queues -> Create<br />
<br />
<br />
For more details, see Queues in [[ManualAdministration#QUEUES|ManualAdministration]].<br />
<br />
== SET UP SCRIPS ==<br />
<br />
The default global Scrips installed with RT 4.4 are:<br />
<br />
* On Create, Autoreply to Requestors with Global Template: Autoreply<br />
* On Create, Notify Owner and [[AdminCcs]] with Global Template: Transaction<br />
* On Create, Notify Ccs with Global Template: Correspondence<br />
* On Create, Notify Other Recipients with Global Template: Correspondence<br />
* On Correspond, Notify Owner and [[AdminCcs]] with Global Template: Admin Correspondence<br />
* On Correspond, Notify Requestors and Ccs with Global Template: Correspondence<br />
* On Correspond, Notify Other Recipients with Global Template: Correspondence<br />
* On Comment, Notify [[AdminCcs]] as Comment with Global Template: Admin Comment<br />
* On Comment, Notify Other Recipients as Comment with Global Template: Correspondence<br />
* On Resolve, Notify Requestors with Global Template: Resolved<br />
* On Correspond, Open Inactive Ticket with Global Template: Blank (this scrip replaces old built-in behavior that would automatically open tickets if privileged users replied to a new ticket or if anyone replied to a stalled or closed ticket.)<br />
* On Owner Change, Notify Owner with Global Template: Transaction<br />
* On transaction, add any tags in the transaction's subject to the ticket's subject with Global Template: Blank<br />
* On Forward Transaction, Send forwarded message with Global Template: Forward<br />
* On Forward Ticket, Send forwarded message with Global Template: Forward Ticket<br />
* Set starts date if needed according to SLA with Global Template: Blank<br />
* Set due date if needed according to SLA with Global Template: Blank<br />
<br />
For more details, see Scrips in [[ManualAdministration#SCRIPS_IN_QUEUES|ManualAdministration]] and [[ManualScrips]].<br />
<br />
----<br />
<br />
Prev: [[ManualEmailConfig]] --- Up: [[UserManual]] --- Next: [[ManualUsingWebInterface]]<br />
[[Category:RT User Manual]]<br />
[[Category:RT44]]</div>Maureenhttps://rt-wiki.bestpractical.com/index.php?title=ManualApacheConfig&diff=26877ManualApacheConfig2019-03-28T20:48:53Z<p>Maureen: </p>
<hr />
<div>Prev: [[ManualInstallation]] --- Up: [[UserManual]] --- Next: [[ManualEmailConfig]]<br />
<br />
See official docs: https://docs.bestpractical.com/rt/latest/web_deployment.html<br />
{{OutdatedInstallGuide}}<br />
<br />
'''NOTE: The information on this page is outdated. It is superseded by the documentation in docs/web_deployment.pod in the base RT tarball.'''<br />
<br />
Apache + mod_perl2 guide updated for RT4<br />
<br />
----<br />
<br />
= SETTING UP THE WEB INTERFACE =<br />
<br />
== Choosing a web handler ==<br />
<br />
A note of caution: Do not use symbolic links in the Apache conf directory structures.<br />
<br />
RT's web interface is written using HTML::Mason, which works with the mod_perl embedded perl interpreter within Apache httpd. Alternatively, support for the [[FastCGI]] interface is also provided as 'bin/mason_handler.fcgi'. Setting up either of these can be fairly intricate; don't get discouraged if it takes you some time to get this right -- though it's not nearly as difficult as it used to be.<br />
<br />
=== FastCGI vs. mod_perl ===<br />
<br />
Both work fine. Each have some strong and weak points.<br />
<br />
You cannot run multiple instances of RT under one server with mod_perl, even in multiple vhosts; since mod_perl embeds a perl process in apache, but only one, whichever configuration is loaded last will clobber all other ones. If you need to run more than once instance of RT on the same server, you will need to run them with fastcgi.<br />
<br />
If you have something already installed then use it. Otherwise here are a few notes to help choose:<br />
<br />
* apache 1.x is for those who are already using it and don't want to upgrade<br />
* use whatever version of apache is installed on your system<br />
* have no experience with [[FastCGI]] or mod_perl then just throw a coin to choose between -- or pick whichever one is provided as a package by your distribution<br />
* a few warnings about mod_perl:<br />
** If your system has only mod_perl 1.9x (development version before mod_perl 2 release) and you don't know how to or don't want to build mod_perl from scratch then just ignore it and '''DON'T TRY TO USE''' RT with mod_perl 1.9x, jump to [[FastCGI]] (this is unlikely to be the case on new installs, as mod_perl 2 has been out for some number of years now).<br />
** If you have apache 2.x then you need mod_perl 2.x as well. mod_perl 1.x just won't work with apache 2.x<br />
** If you have apache 1.x then you need mod_perl 1.xx where xx is not 9x<br />
<br />
The [[PerformanceTuning]] page has some info about the [[FastCGI]] vs. mod_perl. Read the Myths section.<br />
<br />
=== Other options ===<br />
<br />
Other options as well exist, like speedycgi, [[FastCGI]]+nginx, [[FastCGI]]+lighttpd... But Apache+[[FastCGI]] and Apache+mod_perl these are two major variants perl developers pay attention to as they are most common. If it's your first install then make your life easier and choose a common solution. Later you may find time to experiment with others.<br />
<br />
=== Checking dependencies ===<br />
<br />
Once you've made your choice then test dependencies again to make sure everything is there for web environment of choice:<br />
<br />
: &#35; without arguments to get list of options<br />
: make testdeps<br />
<br />
You can choose web handler during ./configure step using its option. Check ./configure --help<br />
<br />
== Choosing web layout ==<br />
<br />
Before you start your install, you have to decide which URL will be the base for your RT instance. Will it be [[ManualInstallation|http://rt.example.com/]] or do you prefer [[ManualInstallation|http://www.example.com/rt/]] ? RT can't get this info from apache config or preconfigure your server for any possible setup, so it's your task to decide and configure both ends.<br />
<br />
If you decide to use rt.example.com, and you're sharing the webserver with other domains using [[VirtualHosts]], then you'll have additional configuration to perform.<br />
<br />
== SiteConfig ==<br />
<br />
RT config has several options to define web server [[URLs]] layout [[WebBaseURL]], [[WebPath]] and [[WebURL]]. The first two are the most important things you must configure:<br />
<br />
* [[WebBaseURL]] - it's the base URL for the server that serves RT web interface, it should contain scheme (http or https), server name and port (if it's not standard value 80), for example [[ManualInstallation|http://rt.example.com]], [[ManualInstallation|https://rt.example.com]] and [[ManualInstallation|http://www.example.com]] are valid and sane values. Note that there is '''no trailing slash''' and '''it's root URL of the server'''.<br />
* [[WebPath]] - it's URL path relative to the root of the server (WebBaseURL option) that has leading slash and no trailing slash, for example <code>/rt</code>, <code>/helpdesk</code> or empty value.<br />
<br />
We discussed these in the [[ManualInstallation]] section, previously, but here are some examples to recap:<br />
<br />
* You want [[ManualInstallation|http://rt.example.com/]] as RT main page then WebBaseURL should be [[ManualInstallation|http://rt.example.com]] and WebPath should be empty.<br />
* You want [[ManualInstallation|http://www.example.com/helpdesk/]] as RT main page then WebBaseURL should be [[ManualInstallation|http://www.example.com]] and WebPath should be <code>/helpdesk</code>.<br />
<br />
That's all: once you've chosen layout and configured RT's config you can configure apache server.<br />
<br />
== Configuring Apache ==<br />
<br />
You've made several choices above and now you're ready to configure your server. Usually configuration files are in /etc/apache* or /etc/httpd<br />
<br />
You'll need to add a few lines to your httpd.conf telling it to use RT's web interface and how to handle it. Search below for a variant matching your choices. If you can not find it here then search on other pages and move here example or ask on [[MailingLists]], but don't forget mention that you came from this page and it has no example for your case, so people can update it.<br />
<br />
Note: RT will not load without a valid virtual host name<br />
<br />
=== apache2 + mod_perl2 and RT4 on [[ManualInstallation|http://rt.example.com/]] ===<br />
<br />
<pre><br />
&lt;VirtualHost rt.example.com&gt;<br />
# Optional apache logs for RT<br />
# ErrorLog /opt/rt4/var/log/apache2.error<br />
# TransferLog /opt/rt4/var/log/apache2.access<br />
# LogLevel debug<br />
<br />
AddDefaultCharset UTF-8<br />
DocumentRoot "/opt/rt4/share/html"<br />
<br />
&lt;Location /&gt;<br />
Order allow,deny<br />
Allow from all<br />
<br />
SetHandler modperl<br />
PerlResponseHandler Plack::Handler::Apache2<br />
PerlSetVar psgi_app /opt/rt4/sbin/rt-server<br />
&lt;/Location&gt;<br />
&lt;Perl&gt;<br />
use Plack::Handler::Apache2;<br />
Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server");<br />
&lt;/Perl&gt;<br />
&lt;/VirtualHost&gt;<br />
</pre><br />
<br />
=== apache2 + mod_perl2 and RT on [[ManualInstallation|http://rt.example.com/]] ===<br />
Note: This only works for RT4<br />
<br />
<pre># ip based virtual host<br />
Listen ip_of_the_rt.example.com:80<br />
&lt;VirtualHost ip_of_the_rt.example.com:80&gt;<br />
ServerName rt.example.com<br />
ServerAdmin Email.Address@example.com<br />
<br />
<br />
DocumentRoot /opt/rt4/share/html<br />
<br />
AddDefaultCharset UTF-8<br />
PerlRequire /opt/rt4/bin/webmux.pl<br />
<br />
<br />
&lt;Directory /opt/rt4/share/html&gt;<br />
Order allow,deny<br />
Allow from all<br />
<br />
SetHandler perl-script<br />
PerlResponseHandler RT::Mason<br />
&lt;/Directory&gt;<br />
&lt;/VirtualHost&gt;<br />
</pre><br />
<br />
=== apache2 + mod_perl2 and RT on [[ManualInstallation|http://www.example.com/rt/]] ===<br />
<br />
Listen ip_of_the_www.example.com:80<br />
<pre><br />
&lt;VirtualHost ip_of_the_www.example.com:80&gt;<br />
ServerName www.example.com<br />
ServerAdmin Email.Address@example.com<br />
<br />
# config for your main content<br />
DocumentRoot /www/www.example.com<br />
&lt;Directory /www/www.example.com&gt;<br />
# here and in other places goes config<br />
# of your main host<br />
&lt;/Directory&gt;<br />
<br />
# as RT is out of document root then we want alias<br />
# and should define directory access<br />
Alias /rt/ /opt/rt4/share/html/<br />
&lt;Directory /opt/rt4/share/html/&gt;<br />
Order allow,deny<br />
Allow from all<br />
&lt;/Directory&gt;<br />
<br />
PerlRequire /opt/rt4/bin/webmux.pl<br />
&lt;Location /rt/&gt;<br />
AddDefaultCharset UTF-8<br />
SetHandler perl-script<br />
PerlHandler RT::Mason<br />
&lt;/Location&gt;<br />
&lt;/VirtualHost&gt;<br />
</pre><br />
<br />
=== Some historical notes people left, some make sense, some are wrong, for refactoring ===<br />
<br />
'''NOTE:''' If you are running Apache 2, the recommended configuration directive is:<br />
<br />
RedirectMatch permanent (.*)/$ [[ManualInstallation|http://example.com$1/index.html]]<br />
<br />
in your [[VirtualHost]] section<br />
<br />
This line will take all requests of form "[http://example.com/foo/ http://example.com/foo/"] into "[http://example.com/foo/index.html http://example.com/foo/index.html"]<br />
<br />
'''NOTE:''' If "your.ip.address" above is the same as your webserver's IP and you're not planning to assign a unique IP address or alias (CNAME) for RT, you should realize that the above [[VirtualHost]] configuration works when RT is the only content provided at the root of the webserver. If your webserver has existing content or you plan to add content later, you'll probably want to place RT in a directory other than the root of the webserver. If you choose to use "[http://fsck.com/rt/ http://fsck.com/rt/"], you'll want to modify the [[VirtualHost]] configuration as follows:<br />
<br />
Comment with '#' or remove the following line:<br />
<pre><br />
DocumentRoot /opt/rt4/share/html<br />
</pre><br />
and add in its place:<br />
<pre><br />
Alias /rt "/opt/rt4/share/html"<br />
</pre><br />
Lastly, change the Location path from:<br />
<pre><br />
&lt;Location /&gt;<br />
</pre><br />
to<br />
<pre><br />
&lt;Location /rt&gt;<br />
</pre><br />
That gives a configuration similar to<br />
<pre><br />
Alias /rt "/opt/rt4/share/html"<br />
PerlModule Apache::DBI<br />
PerlRequire /opt/rt4/bin/webmux.pl<br />
&lt;Directory /opt/rt4/share/html&gt;<br />
AllowOverride All<br />
Options ExecCGI FollowSymLinks<br />
&lt;IfModule mod_access.c&gt;<br />
Order allow,deny<br />
Allow from all<br />
&lt;/IfModule&gt;<br />
&lt;/Directory&gt;<br />
<br />
&lt;Location /rt&gt;<br />
RewriteEngine On<br />
RedirectMatch permanent (.*)/$ $1/index.html<br />
AddDefaultCharset UTF-8<br />
SetHandler perl-script<br />
PerlHandler RT::Mason<br />
&lt;/Location&gt;<br />
</pre><br />
You will also need to modify the $[[WebPath]] variable in etc/[[RT SiteConfig|RT_SiteConfig]].pm in your RT installation directory. For the above example you would use:<br />
<pre><br />
$WebPath = "/rt";<br />
</pre><br />
Remember that $[[WebPath]] requires a leading / but no trailing /. $[[WebPath]], your Apache alias, and your Apache Location should all contain the same string.<br />
<br />
== Testing ==<br />
<br />
Next, stop Apache. This will vary by system but might look something like this:<br />
<br />
cd /etc/init.d<br />
./httpd stop<br />
<br />
or, if your distro includes it:<br />
<br />
apachectl stop<br />
<br />
Try to use a browser to go to your RT server's website. You shouldn't be able to do it. Restart Apache:<br />
<br />
./httpd start<br />
<br />
Now, you should be able to go to your RT URL and get the login screen.<br />
<br />
Once this works, you may move on to setting up your email gateway.<br />
<br />
== Troubleshooting ==<br />
<br />
'''Note:''' Read the entry in the [[FAQ]] about [[MaxRequestsPerChild]].<br />
<br />
=== client denied by server configuration ===<br />
<br />
If you receive a "client denied by server configuration: /opt/rt4/share/html" in your Apache error.log or a "403 Forbidden" error then also add the following to your [[VirtualHost]] section:<br />
<pre><br />
&lt;Directory "/opt/rt4/share/html"&gt;<br />
Order allow,deny<br />
Allow from all<br />
&lt;/Directory&gt;<br />
</pre><br />
(the above hint for 403/denied was found on [[ManualInstallation|http://wiki.bestpractical.com/view/FastCGIConfiguration]])<br />
<br />
=== Can't locate Apache/DBI.pm in ... ===<br />
<br />
At this point you can either delete "[[PerlModule]] Apache::DBI" from apache config, or figure out how to install it -- [[SuSE]], for example, provides it as a package to match their Apache2 package.<br />
<br />
This feature is *optional*. Read ApacheConfig for more info about "mod_perl and caching connections to the DB".<br />
<br />
----<br />
<br />
Prev: [[ManualInstallation]] --- Up: [[UserManual]] --- Next: [[ManualEmailConfig]]<br />
[[Category:RT User Manual]]<br />
[[Category:RT44]]</div>Maureenhttps://rt-wiki.bestpractical.com/index.php?title=ManualIntroduction&diff=26875ManualIntroduction2019-03-28T20:33:43Z<p>Maureen: </p>
<hr />
<div>Up: [[UserManual]] --- Next: [[ManualRequirements]]<br />
<br />
Welcome to Request Tracker (RT), your new favorite ticketing system. This introduction explains what ticketing is and what RT is. If you're already familiar with RT, you can skip ahead.<br />
<br />
= About Ticketing =<br />
<br />
In some contexts, when people think about a "ticket," they're talking about a code on their phone or a physical piece of paper that gets them into an event or on an airplane for a flight. The RT type of ticketing is a way for organizations to keep track of their to-do lists, who is working on which tasks, what's already been done, and when tasks were completed. You will also hear the phrase "trouble ticketing" bandied about, though there does not have to be a problem for ticketing to be useful. "Issue tracking" is another common phrase used for general ticketing.<br />
<br />
Ticketing can make life easier for many people and departments in an organization -- basically anyone who needs to keep track of a list of tasks. And it can be used with a variety of tasks, like fixing software bugs, answering customer service requests, or tracking security issues.<br />
<br />
Tickets can be a simple record of work done, like "Applied software patches on server," or detailed records with many custom fields and a long history. How you use tickets in RT will depend on your use case and can differ from queue to queue. Whatever your approach, it's good to communicate with users so everyone understands why and how they should interact with the system.<br />
<br />
= About RT =<br />
<br />
RT is a ticketing system for all sizes of organizations. It is available under the terms of the GNU General Public License (GPL), so it doesn't cost anything to set up and use. Managed hosting plans and commercial support are also available from [https://bestpractical.com Best Practical Solutions]. We'll get into the technical features later, but for now, let's look at how RT might work:<br />
<br />
* Billy has a problem with his Bananamaster 3000, so he sends email to help@example.com<br />
* RT records the new issue in its database and sends Billy an electronic "ticket stub" containing the new ticket's ID number and, ideally, some helpful information. He can refer to the ticket stub if he needs to send another email later.<br />
* RT forwards Billy's email to a set of staff members.<br />
* One of the staff members, Jane, is the company's Bananamaster expert. So Jane takes over Billy's issue and drafts a reply to Billy, which RT automatically records and forwards to him.<br />
* Billy is a happy customer; Jane resolves the issue and heads down to the pub for a pint.<br />
<br />
This workflow is flexible, can be customized for your organization, and need not involve bananas.<br />
<br />
= RT concepts =<br />
<br />
There are some words and phrases you should understand in the context of RT before you begin. See [[RTGlossary]] for more definitions.<br />
<br />
A [[Ticket]] is the central object in RT, the thing that needs to get done. Tickets have metadata attached to them such as an owner, status, and queue - we'll get to all that in a minute.<br />
<br />
A [[Queue]] is the central administrative domain of RT; it keeps things organized. As the name implies, it's a line of tickets waiting to be worked on, but it's also, to some extent, the ticket's category. For instance, you might have the right to create, delete, and comment on tickets in the Foo queue, but only the right to comment on tickets in the Bar queue.<br />
<br />
A ticket's history is what it sounds like: everything that's happened to a ticket. Facets of ticket history could include when the ticket was created, how it has changed, and any comments about it or replies to it. Like real history, ticket history typically is not changed. However, new laws related to user privacy like [https://docs.bestpractical.com/rt/latest/GDPR.html GDPR] in the EU require some organizations to evaluate their auditing policies and decide how to handle requests to remove personal user data. This can require ticket data to be modified or removed completely.<br />
<br />
Ticket updates can take one of two forms. A reply is a public remark that a requestor can see. A comment is a private note for staff not visible to the requestor. This is useful when you want to be tactful but still convey important information, like, "This requestor is an investor, so be nice" or "This user's request mentioned his 'PC' but he really has a Mac."<br />
<br />
Priority, how important a ticket is, is represented as numerical scale from 0-99, with 99 being the highest priority. By setting a final priority, you can make a ticket's priority increase or decrease as its due date draws closer. The difference between 20, 50, and 75 may vary from organization to organization, but there should be an organizational policy or every ticket will get rated 99 by anxious users. [[ManualAdministration]] contains a useful model for setting organizational policy for priority. You can also install the [https://metacpan.org/pod/RT::Extension::PriorityAsString PriorityAsString] extension to manage priority with terms like "high" and "low".<br />
<br />
The status drop-down menu offers several choices for classifying each ticket. Here's what they mean:<br />
<br />
* new: the ticket has just been created and hasn't been touched yet.<br />
* open: the ticket is getting worked on<br />
* stalled: due to circumstances beyond your control (waiting for the requestor to respond, waiting for the owner to return from Sri Lanka), the ticket isn't getting worked on right now. It will open again when someone adds a comment or reply.<br />
* resolved: hooray! Work on the ticket has been completed and is out of everyone's hair.<br />
* rejected: the ticket is not the staff's problem and is not going to be resolved, but is, for some reason, worth recording in the system. For instance, if an employee asks approval for something ridiculous, you can reject the ticket, but it will stay in the database as evidence that the employee makes silly requests.<br />
* deleted: the ticket never should have been in the system (maybe it was spam, a list of passwords, etc) -- and is now being zapped for good.<br />
<br />
A watcher is someone who is interested in a ticket. You'll find these filed under "People" when you're looking at a ticket. A watcher of a ticket normally gets email-copies of all the replies to the ticket. The watchers who are staff-members get copies of the comments too. There are several types, or roles, of watchers:<br />
<br />
* Owner: the person responsible for the ticket and its resolution. Each ticket can have only one owner. As a ticket is worked on, it may be passed from one owner to another.<br />
* Requestor: the person or people who asked for something to get done; the ticket's reason for being. The Requestor normally gets copies of all replies to the ticket, but no comments.<br />
* Cc: someone (or someones) who should get copies of any '''replies''' that go to the requestor. This might be the requestor's boss, sales rep, etc. This person will see the emails but doesn't necessarily have the right to work on the ticket.<br />
* AdminCc: a Cc or Ccs that also gets copies of '''comments''' and generally are allowed to work on the ticket.<br />
<br />
We're hedging with words like "generally" and "necessarily" because any role can be assigned any right.<br />
<br />
You can also, as you work on a ticket, define its relationship to something. Relationships in RT can be ticket-to-ticket, but can also link tickets to external items like URLs or FedEx shipping numbers. For the sake of simplicity, we'll refer only to tickets in the following explanation of relationship types:<br />
<br />
* DEPENDS ON: the ticket can't be resolved unless another ticket is also resolved. The converse is depended on by.<br />
* REFERS TO: the ticket doesn't need the other ticket, but it would sure be useful for you to look at it. The converse is referred to by.<br />
* PARENT: a big, general ticket ("Move house.")<br />
* CHILD: a subproject of a parent ("Hire movers." "Pack." "Eat pizza.")<br />
<br />
[[CustomField]]s are, yes, database fields that your organization can make up according to its needs. For details, see the Custom Fields section in [[ManualAdministration]]. An example custom field might be '''Resolution''': FIXED, WORKSFORME, WONTFIX, UPSTREAM, etc.<br />
<br />
[[Scrip]]s are custom events that will automatically take Action X in response to Condition Y. You could have RT notify the Requestor when a ticket is resolved, for instance, or have RT page you when your boss submits a request. RT comes with many standard scrips, and you can define your own. For details, see the Scrips section in [[ManualAdministration]]. And no, we didn't misspell "scripts." We made up a new word. Try it, it's fun.<br />
<br />
Now that you are (we hope) clear on the concepts, you're ready to start using RT.<br />
<br />
Up: [[UserManual]] --- Next: [[ManualRequirements]]<br />
[[Category:RT User Manual]]<br />
[[Category:RT44]]</div>Maureenhttps://rt-wiki.bestpractical.com/index.php?title=ManualRights&diff=26865ManualRights2019-03-26T15:04:01Z<p>Maureen: </p>
<hr />
<div>Prev: [[ManualAdministration]] --- Up: [[UserManual]] --- Next: [[ManualScrips]]<br />
<br />
[[File:Global-Group-Rights.png|Global group rights|thumb|500px]]<br />
<br />
'''Appendix 2 Rights'''<br />
<br />
This is a reference for rights in RT.<br />
<br />
There are a great deal of places in RT where you can assign rights to a group or a user. While this is a feature of RT, we recommend adding users to a group, then applying rights directly on that group. When rights are granted on specific users, it can become more challenging to manage each user's rights. A quicker way to view all the rights a user has on one page, is to use the RT Rights Inspector. This an RT extension that must be installed, you can find it here: https://metacpan.org/pod/RT::Extension::RightsInspector.<br />
<br />
Below is a list of all the areas in RT to update group and user rights. From the Admin menu:<br />
<br />
<br />
* Custom Fields<br />
:* Custom Fields > Select > [select custom field] > Group Rights<br />
:* Custom Fields > Select > [select custom field] > User Rights<br />
:* Global > Custom Fields > [select Users, Groups, Queues, Tickets, Articles, Assets] > [select custom field] > Group Rights<br />
:* Global > Custom Fields > [select Users, Groups, Queues, Tickets, Articles, Assets] > [select custom field] > User Rights<br />
<br />
[[File:Queue-Group-Rights.png|Queue level rights by group|thumb|500px]]<br />
<br />
* Groups<br />
:* Groups > Select > [select group] > Group Rights<br />
:* Groups > Select > [select group] > User Rights<br />
:* Global > Group Rights<br />
<br />
* Queues<br />
:* Queue > Select > [select queue] > Group Rights<br />
:* Queue > Select > [select queue] > User Rights<br />
<br />
* Users (not suggested)<br />
:* Global > User Rights<br />
<br />
<br />
See also [[Rights]] article.<br />
<br />
<br />
<br />
----<br />
<br />
Prev: [[ManualAdministration]] --- Up: [[UserManual]] --- Next: [[ManualScrips]]<br />
[[Category:RT User Manual]]</div>Maureenhttps://rt-wiki.bestpractical.com/index.php?title=File:Queue-Group-Rights.png&diff=26864File:Queue-Group-Rights.png2019-03-26T13:58:30Z<p>Maureen: </p>
<hr />
<div></div>Maureenhttps://rt-wiki.bestpractical.com/index.php?title=File:Global-Group-Rights.png&diff=26863File:Global-Group-Rights.png2019-03-26T13:56:51Z<p>Maureen: </p>
<hr />
<div></div>Maureenhttps://rt-wiki.bestpractical.com/index.php?title=ManualApacheConfig&diff=26842ManualApacheConfig2019-03-21T16:21:10Z<p>Maureen: </p>
<hr />
<div>Prev: [[ManualInstallation]] --- Up: [[UserManual]] --- Next: [[ManualEmailConfig]]<br />
<br />
{{OutdatedInstallGuide}}<br />
<br />
'''NOTE: The information on this page is outdated. It is superseded by the documentation in docs/web_deployment.pod in the base RT tarball.'''<br />
<br />
Apache + mod_perl2 guide updated for RT4<br />
<br />
----<br />
<br />
= SETTING UP THE WEB INTERFACE =<br />
<br />
== Choosing a web handler ==<br />
<br />
A note of caution: Do not use symbolic links in the Apache conf directory structures.<br />
<br />
RT's web interface is written using HTML::Mason, which works with the mod_perl embedded perl interpreter within Apache httpd. Alternatively, support for the [[FastCGI]] interface is also provided as 'bin/mason_handler.fcgi'. Setting up either of these can be fairly intricate; don't get discouraged if it takes you some time to get this right -- though it's not nearly as difficult as it used to be.<br />
<br />
=== FastCGI vs. mod_perl ===<br />
<br />
Both work fine. Each have some strong and weak points.<br />
<br />
You cannot run multiple instances of RT under one server with mod_perl, even in multiple vhosts; since mod_perl embeds a perl process in apache, but only one, whichever configuration is loaded last will clobber all other ones. If you need to run more than once instance of RT on the same server, you will need to run them with fastcgi.<br />
<br />
If you have something already installed then use it. Otherwise here are a few notes to help choose:<br />
<br />
* apache 1.x is for those who are already using it and don't want to upgrade<br />
* use whatever version of apache is installed on your system<br />
* have no experience with [[FastCGI]] or mod_perl then just throw a coin to choose between -- or pick whichever one is provided as a package by your distribution<br />
* a few warnings about mod_perl:<br />
** If your system has only mod_perl 1.9x (development version before mod_perl 2 release) and you don't know how to or don't want to build mod_perl from scratch then just ignore it and '''DON'T TRY TO USE''' RT with mod_perl 1.9x, jump to [[FastCGI]] (this is unlikely to be the case on new installs, as mod_perl 2 has been out for some number of years now).<br />
** If you have apache 2.x then you need mod_perl 2.x as well. mod_perl 1.x just won't work with apache 2.x<br />
** If you have apache 1.x then you need mod_perl 1.xx where xx is not 9x<br />
<br />
The [[PerformanceTuning]] page has some info about the [[FastCGI]] vs. mod_perl. Read the Myths section.<br />
<br />
=== Other options ===<br />
<br />
Other options as well exist, like speedycgi, [[FastCGI]]+nginx, [[FastCGI]]+lighttpd... But Apache+[[FastCGI]] and Apache+mod_perl these are two major variants perl developers pay attention to as they are most common. If it's your first install then make your life easier and choose a common solution. Later you may find time to experiment with others.<br />
<br />
=== Checking dependencies ===<br />
<br />
Once you've made your choice then test dependencies again to make sure everything is there for web environment of choice:<br />
<br />
: &#35; without arguments to get list of options<br />
: perl sbin/rt-test-dependencies<br />
: perl sbin/rt-test-dependencies --with-&lt;your choice&gt;<br />
<br />
You can choose web handler during ./configure step using its option. Check ./configure --help<br />
<br />
== Choosing web layout ==<br />
<br />
Before you start your install, you have to decide which URL will be the base for your RT instance. Will it be [[ManualInstallation|http://rt.example.com/]] or do you prefer [[ManualInstallation|http://www.example.com/rt/]] ? RT can't get this info from apache config or preconfigure your server for any possible setup, so it's your task to decide and configure both ends.<br />
<br />
If you decide to use rt.example.com, and you're sharing the webserver with other domains using [[VirtualHosts]], then you'll have additional configuration to perform.<br />
<br />
== SiteConfig ==<br />
<br />
RT config has several options to define web server [[URLs]] layout [[WebBaseURL]], [[WebPath]] and [[WebURL]]. The first two are the most important things you must configure:<br />
<br />
* [[WebBaseURL]] - it's the base URL for the server that serves RT web interface, it should contain scheme (http or https), server name and port (if it's not standard value 80), for example [[ManualInstallation|http://rt.example.com]], [[ManualInstallation|https://rt.example.com]] and [[ManualInstallation|http://www.example.com]] are valid and sane values. Note that there is '''no trailing slash''' and '''it's root URL of the server'''.<br />
* [[WebPath]] - it's URL path relative to the root of the server (WebBaseURL option) that has leading slash and no trailing slash, for example <code>/rt</code>, <code>/helpdesk</code> or empty value.<br />
<br />
We discussed these in the [[ManualInstallation]] section, previously, but here are some examples to recap:<br />
<br />
* You want [[ManualInstallation|http://rt.example.com/]] as RT main page then WebBaseURL should be [[ManualInstallation|http://rt.example.com]] and WebPath should be empty.<br />
* You want [[ManualInstallation|http://www.example.com/helpdesk/]] as RT main page then WebBaseURL should be [[ManualInstallation|http://www.example.com]] and WebPath should be <code>/helpdesk</code>.<br />
<br />
That's all: once you've chosen layout and configured RT's config you can configure apache server.<br />
<br />
== Configuring Apache ==<br />
<br />
You've made several choices above and now you're ready to configure your server. These days (2008) apache is installed in a different way on different distributions. Usually configuration files are in /etc/apache* or /etc/httpd<br />
<br />
You'll need to add a few lines to your httpd.conf telling it to use RT's web interface and how to handle it. Search below for a variant matching your choices. If you can not find it here then search on other pages and move here example or ask on [[MailingLists]], but don't forget mention that you came from this page and it has no example for your case, so people can update it.<br />
<br />
Note: RT will not load without a valid virtual host name<br />
<br />
=== apache2 + mod_perl2 and RT4 on [[ManualInstallation|http://rt.example.com/]] ===<br />
<br />
<pre><br />
&lt;VirtualHost rt.example.com&gt;<br />
# Optional apache logs for RT<br />
# ErrorLog /opt/rt4/var/log/apache2.error<br />
# TransferLog /opt/rt4/var/log/apache2.access<br />
# LogLevel debug<br />
<br />
AddDefaultCharset UTF-8<br />
DocumentRoot "/opt/rt4/share/html"<br />
<br />
&lt;Location /&gt;<br />
Order allow,deny<br />
Allow from all<br />
<br />
SetHandler modperl<br />
PerlResponseHandler Plack::Handler::Apache2<br />
PerlSetVar psgi_app /opt/rt4/sbin/rt-server<br />
&lt;/Location&gt;<br />
&lt;Perl&gt;<br />
use Plack::Handler::Apache2;<br />
Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server");<br />
&lt;/Perl&gt;<br />
&lt;/VirtualHost&gt;<br />
</pre><br />
<br />
=== apache2 + mod_perl2 and RT on [[ManualInstallation|http://rt.example.com/]] ===<br />
Note: This only works for RT3<br />
<br />
<pre># ip based virtual host<br />
Listen ip_of_the_rt.example.com:80<br />
&lt;VirtualHost ip_of_the_rt.example.com:80&gt;<br />
ServerName rt.example.com<br />
ServerAdmin Email.Address@example.com<br />
<br />
<br />
DocumentRoot /opt/rt3/share/html<br />
<br />
AddDefaultCharset UTF-8<br />
PerlRequire /opt/rt3/bin/webmux.pl<br />
<br />
<br />
&lt;Directory /opt/rt3/share/html&gt;<br />
Order allow,deny<br />
Allow from all<br />
<br />
SetHandler perl-script<br />
PerlResponseHandler RT::Mason<br />
&lt;/Directory&gt;<br />
&lt;/VirtualHost&gt;<br />
</pre><br />
<br />
=== apache2 + mod_perl2 and RT on [[ManualInstallation|http://www.example.com/rt/]] ===<br />
<br />
Listen ip_of_the_www.example.com:80<br />
<pre><br />
&lt;VirtualHost ip_of_the_www.example.com:80&gt;<br />
ServerName www.example.com<br />
ServerAdmin Email.Address@example.com<br />
<br />
# config for your main content<br />
DocumentRoot /www/www.example.com<br />
&lt;Directory /www/www.example.com&gt;<br />
# here and in other places goes config<br />
# of your main host<br />
&lt;/Directory&gt;<br />
<br />
# as RT is out of document root then we want alias<br />
# and should define directory access<br />
Alias /rt/ /opt/rt3/share/html/<br />
&lt;Directory /opt/rt3/share/html/&gt;<br />
Order allow,deny<br />
Allow from all<br />
&lt;/Directory&gt;<br />
<br />
PerlRequire /opt/rt3/bin/webmux.pl<br />
&lt;Location /rt/&gt;<br />
AddDefaultCharset UTF-8<br />
SetHandler perl-script<br />
PerlHandler RT::Mason<br />
&lt;/Location&gt;<br />
&lt;/VirtualHost&gt;<br />
</pre><br />
<br />
=== Some historical notes people left, some make sense, some are wrong, for refactoring ===<br />
<br />
'''NOTE:''' If you are running Apache 2, the recommended configuration directive is:<br />
<br />
RedirectMatch permanent (.*)/$ [[ManualInstallation|http://example.com$1/index.html]]<br />
<br />
in your [[VirtualHost]] section<br />
<br />
This line will take all requests of form "[http://example.com/foo/ http://example.com/foo/"] into "[http://example.com/foo/index.html http://example.com/foo/index.html"]<br />
<br />
'''NOTE:''' If "your.ip.address" above is the same as your webserver's IP and you're not planning to assign a unique IP address or alias (CNAME) for RT, you should realize that the above [[VirtualHost]] configuration works when RT is the only content provided at the root of the webserver. If your webserver has existing content or you plan to add content later, you'll probably want to place RT in a directory other than the root of the webserver. If you choose to use "[http://fsck.com/rt/ http://fsck.com/rt/"], you'll want to modify the [[VirtualHost]] configuration as follows:<br />
<br />
Comment with '#' or remove the following line:<br />
<pre><br />
DocumentRoot /opt/rt3/share/html<br />
</pre><br />
and add in its place:<br />
<pre><br />
Alias /rt "/opt/rt3/share/html"<br />
</pre><br />
Lastly, change the Location path from:<br />
<pre><br />
&lt;Location /&gt;<br />
</pre><br />
to<br />
<pre><br />
&lt;Location /rt&gt;<br />
</pre><br />
That gives a configuration similar to<br />
<pre><br />
Alias /rt "/opt/rt3/share/html"<br />
PerlModule Apache::DBI<br />
PerlRequire /opt/rt3/bin/webmux.pl<br />
&lt;Directory /opt/rt3/share/html&gt;<br />
AllowOverride All<br />
Options ExecCGI FollowSymLinks<br />
&lt;IfModule mod_access.c&gt;<br />
Order allow,deny<br />
Allow from all<br />
&lt;/IfModule&gt;<br />
&lt;/Directory&gt;<br />
<br />
&lt;Location /rt&gt;<br />
RewriteEngine On<br />
RedirectMatch permanent (.*)/$ $1/index.html<br />
AddDefaultCharset UTF-8<br />
SetHandler perl-script<br />
PerlHandler RT::Mason<br />
&lt;/Location&gt;<br />
</pre><br />
You will also need to modify the $[[WebPath]] variable in etc/[[RT SiteConfig|RT_SiteConfig]].pm in your RT installation directory. For the above example you would use:<br />
<pre><br />
$WebPath = "/rt";<br />
</pre><br />
Remember that $[[WebPath]] requires a leading / but no trailing /. $[[WebPath]], your Apache alias, and your Apache Location should all contain the same string.<br />
<br />
== Testing ==<br />
<br />
Next, stop Apache. This will vary by system but might look something like this:<br />
<br />
cd /etc/init.d<br />
./httpd stop<br />
<br />
or, if your distro includes it:<br />
<br />
apachectl stop<br />
<br />
Try to use a browser to go to your RT server's website. You shouldn't be able to do it. Restart Apache:<br />
<br />
./httpd start<br />
<br />
Now, you should be able to go to your RT URL and get the login screen.<br />
<br />
Once this works, you may move on to setting up your email gateway.<br />
<br />
== Troubleshooting ==<br />
<br />
'''Note:''' Read the entry in the [[FAQ]] about [[MaxRequestsPerChild]].<br />
<br />
=== client denied by server configuration ===<br />
<br />
If you receive a "client denied by server configuration: /opt/rt3/share/html" in your Apache error.log or a "403 Forbidden" error then also add the following to your [[VirtualHost]] section:<br />
<pre><br />
&lt;Directory "/opt/rt3/share/html"&gt;<br />
Order allow,deny<br />
Allow from all<br />
&lt;/Directory&gt;<br />
</pre><br />
(the above hint for 403/denied was found on [[ManualInstallation|http://wiki.bestpractical.com/view/FastCGIConfiguration]])<br />
<br />
=== Can't locate Apache/DBI.pm in ... ===<br />
<br />
At this point you can either delete "[[PerlModule]] Apache::DBI" from apache config, or figure out how to install it -- [[SuSE]], for example, provides it as a package to match their Apache2 package.<br />
<br />
This feature is *optional*. Read ApacheConfig for more info about "mod_perl and caching connections to the DB".<br />
<br />
----<br />
<br />
Prev: [[ManualInstallation]] --- Up: [[UserManual]] --- Next: [[ManualEmailConfig]]<br />
[[Category:RT User Manual]]</div>Maureenhttps://rt-wiki.bestpractical.com/index.php?title=ManualApacheConfig&diff=26841ManualApacheConfig2019-03-21T16:20:42Z<p>Maureen: </p>
<hr />
<div>Prev: [[ManualInstallation]] --- Up: [[UserManual]] --- Next: [[ManualEmailConfig]]<br />
<br />
{{OutdatedInstallGuide}}<br />
<br />
'''NOTE: The information on this page is outdated. It is superseded by the documentation in docs/web_deployment.pod in the base RT tarball.'''<br />
<br />
Apache + mod_perl2 guide updated for RT4<br />
<br />
----<br />
<br />
= SETTING UP THE WEB INTERFACE =<br />
<br />
== Choosing a web handler ==<br />
<br />
A note of caution: Do not use symbolic links in the Apache conf directory structures.<br />
<br />
RT's web interface is written using HTML::Mason, which works with the mod_perl embedded perl interpreter within Apache httpd. Alternatively, support for the [[FastCGI]] interface is also provided as 'bin/mason_handler.fcgi'. Setting up either of these can be fairly intricate; don't get discouraged if it takes you some time to get this right -- though it's not nearly as difficult as it used to be.<br />
<br />
=== FastCGI vs. mod_perl ===<br />
<br />
Both work fine. Each have some strong and weak points.<br />
<br />
You cannot run multiple instances of RT under one server with mod_perl, even in multiple vhosts; since mod_perl embeds a perl process in apache, but only one, whichever configuration is loaded last will clobber all other ones. If you need to run more than once instance of RT on the same server, you will need to run them with fastcgi.<br />
<br />
If you have something already installed then use it. Otherwise here are a few notes to help choose:<br />
<br />
* apache 1.x is for those who are already using it and don't want to upgrade<br />
* use whatever version of apache is installed on your system<br />
* have no experience with [[FastCGI]] or mod_perl then just throw a coin to choose between -- or pick whichever one is provided as a package by your distribution<br />
* a few warnings about mod_perl:<br />
** If your system has only mod_perl 1.9x (development version before mod_perl 2 release) and you don't know how to or don't want to build mod_perl from scratch then just ignore it and '''DON'T TRY TO USE''' RT with mod_perl 1.9x, jump to [[FastCGI]] (this is unlikely to be the case on new installs, as mod_perl 2 has been out for some number of years now).<br />
** If you have apache 2.x then you need mod_perl 2.x as well. mod_perl 1.x just won't work with apache 2.x<br />
** If you have apache 1.x then you need mod_perl 1.xx where xx is not 9x<br />
<br />
The [[PerformanceTuning]] page has some info about the [[FastCGI]] vs. mod_perl. Read the Myths section.<br />
<br />
=== Other options ===<br />
<br />
Other options as well exist, like speedycgi, [[FastCGI]]+nginx, [[FastCGI]]+lighttpd... But Apache+[[FastCGI]] and Apache+mod_perl these are two major variants perl developers pay attention to as they are most common. If it's your first install then make your life easier and choose a common solution. Later you may find time to experiment with others.<br />
<br />
=== Checking dependencies ===<br />
<br />
Once you've made your choice then test dependencies again to make sure everything is there for web environment of choice:<br />
<br />
: &#35; without arguments to get list of options<br />
: perl sbin/rt-test-dependencies<br />
: perl sbin/rt-test-dependencies --with-&lt;your choice&gt;<br />
<br />
You can choose web handler during ./configure step using its option. Check ./configure --help<br />
<br />
== Choosing web layout ==<br />
<br />
Before you start your install, you have to decide which URL will be the base for your RT instance. Will it be [[ManualInstallation|http://rt.example.com/]] or do you prefer [[ManualInstallation|http://www.example.com/rt/]] ? RT can't get this info from apache config or preconfigure your server for any possible setup, so it's your task to decide and configure both ends.<br />
<br />
If you decide to use rt.example.com, and you're sharing the webserver with other domains using [[VirtualHosts]], then you'll have additional configuration to perform.<br />
<br />
== SiteConfig ==<br />
<br />
RT config has several options to define web server [[URLs]] layout [[WebBaseURL]], [[WebPath]] and [[WebURL]]. The first two are the most important things you must configure:<br />
<br />
* [[WebBaseURL]] - it's the base URL for the server that serves RT web interface, it should contain scheme (http or https), server name and port (if it's not standard value 80), for example [[ManualInstallation|http://rt.example.com]], [[ManualInstallation|https://rt.example.com]] and [[ManualInstallation|http://www.example.com]] are valid and sane values. Note that there is '''no trailing slash''' and '''it's root URL of the server'''.<br />
* [[WebPath]] - it's URL path relative to the root of the server (WebBaseURL option) that has leading slash and no trailing slash, for example <code>/rt</code>, <code>/helpdesk</code> or empty value.<br />
<br />
We discussed these in the [[ManualInstallation]] section, previously, but here are some examples to recap:<br />
<br />
* You want [[ManualInstallation|http://rt.example.com/]] as RT main page then WebBaseURL should be [[ManualInstallation|http://rt.example.com]] and WebPath should be empty.<br />
* You want [[ManualInstallation|http://www.example.com/helpdesk/]] as RT main page then WebBaseURL should be [[ManualInstallation|http://www.example.com]] and WebPath should be <code>/helpdesk</code>.<br />
<br />
That's all: once you've chosen layout and configured RT's config you can configure apache server.<br />
<br />
== Configuring Apache ==<br />
<br />
You've made several choices above and now you're ready to configure your server. These days (2008) apache is installed in a different way on different distributions. Usually configuration files are in /etc/apache* or /etc/httpd<br />
<br />
You'll need to add a few lines to your httpd.conf telling it to use RT's web interface and how to handle it. Search below for a variant matching your choices. If you can not find it here then search on other pages and move here example or ask on [[MailingLists]], but don't forget mention that you came from this page and it has no example for your case, so people can update it.<br />
<br />
Note: RT will not load without a valid virtual host name<br />
<br />
=== apache2 + mod_perl2 and RT4 on [[ManualInstallation|http://rt.example.com/]] ===<br />
<br />
<pre><br />
&lt;VirtualHost rt.example.com&gt;<br />
# Optional apache logs for RT<br />
# ErrorLog /opt/rt4/var/log/apache2.error<br />
# TransferLog /opt/rt4/var/log/apache2.access<br />
# LogLevel debug<br />
<br />
AddDefaultCharset UTF-8<br />
DocumentRoot "/opt/rt4/share/html"<br />
<br />
&lt;Location /&gt;<br />
Order allow,deny<br />
Allow from all<br />
<br />
SetHandler modperl<br />
PerlResponseHandler Plack::Handler::Apache2<br />
PerlSetVar psgi_app /opt/rt4/sbin/rt-server<br />
&lt;/Location&gt;<br />
&lt;Perl&gt;<br />
use Plack::Handler::Apache2;<br />
Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server");<br />
&lt;/Perl&gt;<br />
&lt;/VirtualHost&gt;<br />
</pre><br />
<br />
=== apache2 + mod_perl2 and RT on [[ManualInstallation|http://rt.example.com/]] ===<br />
Note: This only works for RT3<br />
<br />
<pre># ip based virtual host<br />
Listen ip_of_the_rt.example.com:80<br />
&lt;VirtualHost ip_of_the_rt.example.com:80&gt;<br />
ServerName rt.example.com<br />
ServerAdmin Email.Address@example.com<br />
<br />
<br />
DocumentRoot /opt/rt3/share/html<br />
<br />
AddDefaultCharset UTF-8<br />
PerlRequire /opt/rt3/bin/webmux.pl<br />
<br />
<br />
&lt;Directory /opt/rt3/share/html&gt;<br />
Order allow,deny<br />
Allow from all<br />
<br />
SetHandler perl-script<br />
PerlResponseHandler RT::Mason<br />
&lt;/Directory&gt;<br />
&lt;/VirtualHost&gt;<br />
</pre><br />
<br />
=== apache2 + mod_perl2 and RT on [[ManualInstallation|http://www.example.com/rt/]] ===<br />
<br />
Listen ip_of_the_www.example.com:80<br />
<pre><br />
&lt;VirtualHost ip_of_the_www.example.com:80&gt;<br />
ServerName www.example.com<br />
ServerAdmin Email.Address@example.com<br />
<br />
# config for your main content<br />
DocumentRoot /www/www.example.com<br />
&lt;Directory /www/www.example.com&gt;<br />
# here and in other places goes config<br />
# of your main host<br />
&lt;/Directory&gt;<br />
<br />
# as RT is out of document root then we want alias<br />
# and should define directory access<br />
Alias /rt/ /opt/rt3/share/html/<br />
&lt;Directory /opt/rt3/share/html/&gt;<br />
Order allow,deny<br />
Allow from all<br />
&lt;/Directory&gt;<br />
<br />
PerlRequire /opt/rt3/bin/webmux.pl<br />
&lt;Location /rt/&gt;<br />
AddDefaultCharset UTF-8<br />
SetHandler perl-script<br />
PerlHandler RT::Mason<br />
&lt;/Location&gt;<br />
&lt;/VirtualHost&gt;<br />
</pre><br />
<br />
=== Some historical notes people left, some make sense, some are wrong, for refactoring ===<br />
<br />
'''NOTE:''' If you are running Apache 2, the recommended configuration directive is:<br />
<br />
RedirectMatch permanent (.*)/$ [[ManualInstallation|http://example.com$1/index.html]]<br />
<br />
in your [[VirtualHost]] section<br />
<br />
This line will take all requests of form "[http://example.com/foo/ http://example.com/foo/"] into "[http://example.com/foo/index.html http://example.com/foo/index.html"]<br />
<br />
'''NOTE:''' If "your.ip.address" above is the same as your webserver's IP and you're not planning to assign a unique IP address or alias (CNAME) for RT, you should realize that the above [[VirtualHost]] configuration works when RT is the only content provided at the root of the webserver. If your webserver has existing content or you plan to add content later, you'll probably want to place RT in a directory other than the root of the webserver. If you choose to use "[http://fsck.com/rt/ http://fsck.com/rt/"], you'll want to modify the [[VirtualHost]] configuration as follows:<br />
<br />
Comment with '#' or remove the following line:<br />
<pre><br />
DocumentRoot /opt/rt3/share/html<br />
</pre><br />
and add in its place:<br />
<pre><br />
Alias /rt "/opt/rt3/share/html"<br />
</pre><br />
Lastly, change the Location path from:<br />
<pre><br />
&lt;Location /&gt;<br />
</pre><br />
to<br />
<pre><br />
&lt;Location /rt&gt;<br />
</pre><br />
That gives a configuration similar to<br />
<pre><br />
Alias /rt "/opt/rt3/share/html"<br />
PerlModule Apache::DBI<br />
PerlRequire /opt/rt3/bin/webmux.pl<br />
&lt;Directory /opt/rt3/share/html&gt;<br />
AllowOverride All<br />
Options ExecCGI FollowSymLinks<br />
&lt;IfModule mod_access.c&gt;<br />
Order allow,deny<br />
Allow from all<br />
&lt;/IfModule&gt;<br />
&lt;/Directory&gt;<br />
<br />
&lt;Location /rt&gt;<br />
RewriteEngine On<br />
RedirectMatch permanent (.*)/$ $1/index.html<br />
AddDefaultCharset UTF-8<br />
SetHandler perl-script<br />
PerlHandler RT::Mason<br />
&lt;/Location&gt;<br />
</pre><br />
You will also need to modify the $[[WebPath]] variable in etc/[[RT SiteConfig|RT_SiteConfig]].pm in your RT installation directory. For the above example you would use:<br />
<pre><br />
$WebPath = "/rt";<br />
</pre><br />
Remember that $[[WebPath]] requires a leading / but no trailing /. $[[WebPath]], your Apache alias, and your Apache Location should all contain the same string.<br />
<br />
== Testing ==<br />
<br />
Next, stop Apache. This will vary by system but might look something like this:<br />
<br />
cd /etc/init.d<br />
./httpd stop<br />
<br />
or, if your distro includes it:<br />
<br />
apachectl stop<br />
<br />
Try to use a browser to go to your RT server's website. You shouldn't be able to do it. Restart Apache:<br />
<br />
./httpd start<br />
<br />
Now, you should be able to go to your RT URL and get the login screen.<br />
<br />
Once this works, you may move on to setting up your email gateway.<br />
<br />
== Troubleshooting ==<br />
<br />
'''Note:''' Read the entry in the [[FAQ]] about [[MaxRequestsPerChild]].<br />
<br />
=== client denied by server configuration ===<br />
<br />
If you receive a "client denied by server configuration: /opt/rt3/share/html" in your Apache error.log or a "403 Forbidden" error then also add the following to your [[VirtualHost]] section:<br />
<br />
&lt;Directory "/opt/rt3/share/html"&gt;<br />
Order allow,deny<br />
Allow from all<br />
&lt;/Directory&gt;<br />
<br />
(the above hint for 403/denied was found on [[ManualInstallation|http://wiki.bestpractical.com/view/FastCGIConfiguration]])<br />
<br />
=== Can't locate Apache/DBI.pm in ... ===<br />
<br />
At this point you can either delete "[[PerlModule]] Apache::DBI" from apache config, or figure out how to install it -- [[SuSE]], for example, provides it as a package to match their Apache2 package.<br />
<br />
This feature is *optional*. Read ApacheConfig for more info about "mod_perl and caching connections to the DB".<br />
<br />
----<br />
<br />
Prev: [[ManualInstallation]] --- Up: [[UserManual]] --- Next: [[ManualEmailConfig]]<br />
[[Category:RT User Manual]]</div>Maureenhttps://rt-wiki.bestpractical.com/index.php?title=ManualApacheConfig&diff=26840ManualApacheConfig2019-03-21T16:16:30Z<p>Maureen: </p>
<hr />
<div>Prev: [[ManualInstallation]] --- Up: [[UserManual]] --- Next: [[ManualEmailConfig]]<br />
<br />
{{OutdatedInstallGuide}}<br />
<br />
'''NOTE: The information on this page is outdated. It is superseded by the documentation in docs/web_deployment.pod in the base RT tarball.'''<br />
<br />
Apache + mod_perl2 guide updated for RT4<br />
<br />
----<br />
<br />
= SETTING UP THE WEB INTERFACE =<br />
<br />
== Choosing a web handler ==<br />
<br />
A note of caution: Do not use symbolic links in the Apache conf directory structures.<br />
<br />
RT's web interface is written using HTML::Mason, which works with the mod_perl embedded perl interpreter within Apache httpd. Alternatively, support for the [[FastCGI]] interface is also provided as 'bin/mason_handler.fcgi'. Setting up either of these can be fairly intricate; don't get discouraged if it takes you some time to get this right -- though it's not nearly as difficult as it used to be.<br />
<br />
=== FastCGI vs. mod_perl ===<br />
<br />
Both work fine. Each have some strong and weak points.<br />
<br />
You cannot run multiple instances of RT under one server with mod_perl, even in multiple vhosts; since mod_perl embeds a perl process in apache, but only one, whichever configuration is loaded last will clobber all other ones. If you need to run more than once instance of RT on the same server, you will need to run them with fastcgi.<br />
<br />
If you have something already installed then use it. Otherwise here are a few notes to help choose:<br />
<br />
* apache 1.x is for those who are already using it and don't want to upgrade<br />
* use whatever version of apache is installed on your system<br />
* have no experience with [[FastCGI]] or mod_perl then just throw a coin to choose between -- or pick whichever one is provided as a package by your distribution<br />
* a few warnings about mod_perl:<br />
** If your system has only mod_perl 1.9x (development version before mod_perl 2 release) and you don't know how to or don't want to build mod_perl from scratch then just ignore it and '''DON'T TRY TO USE''' RT with mod_perl 1.9x, jump to [[FastCGI]] (this is unlikely to be the case on new installs, as mod_perl 2 has been out for some number of years now).<br />
** If you have apache 2.x then you need mod_perl 2.x as well. mod_perl 1.x just won't work with apache 2.x<br />
** If you have apache 1.x then you need mod_perl 1.xx where xx is not 9x<br />
<br />
The [[PerformanceTuning]] page has some info about the [[FastCGI]] vs. mod_perl. Read the Myths section.<br />
<br />
=== Other options ===<br />
<br />
Other options as well exist, like speedycgi, [[FastCGI]]+nginx, [[FastCGI]]+lighttpd... But Apache+[[FastCGI]] and Apache+mod_perl these are two major variants perl developers pay attention to as they are most common. If it's your first install then make your life easier and choose a common solution. Later you may find time to experiment with others.<br />
<br />
=== Checking dependencies ===<br />
<br />
Once you've made your choice then test dependencies again to make sure everything is there for web environment of choice:<br />
<br />
: &#35; without arguments to get list of options<br />
: perl sbin/rt-test-dependencies<br />
: perl sbin/rt-test-dependencies --with-&lt;your choice&gt;<br />
<br />
You can choose web handler during ./configure step using its option. Check ./configure --help<br />
<br />
== Choosing web layout ==<br />
<br />
Before you start your install, you have to decide which URL will be the base for your RT instance. Will it be [[ManualInstallation|http://rt.example.com/]] or do you prefer [[ManualInstallation|http://www.example.com/rt/]] ? RT can't get this info from apache config or preconfigure your server for any possible setup, so it's your task to decide and configure both ends.<br />
<br />
If you decide to use rt.example.com, and you're sharing the webserver with other domains using [[VirtualHosts]], then you'll have additional configuration to perform.<br />
<br />
== SiteConfig ==<br />
<br />
RT config has several options to define web server [[URLs]] layout [[WebBaseURL]], [[WebPath]] and [[WebURL]]. The first two are the most important things you must configure:<br />
<br />
* [[WebBaseURL]] - it's the base URL for the server that serves RT web interface, it should contain scheme (http or https), server name and port (if it's not standard value 80), for example [[ManualInstallation|http://rt.example.com]], [[ManualInstallation|https://rt.example.com]] and [[ManualInstallation|http://www.example.com]] are valid and sane values. Note that there is '''no trailing slash''' and '''it's root URL of the server'''.<br />
* [[WebPath]] - it's URL path relative to the root of the server (WebBaseURL option) that has leading slash and no trailing slash, for example <code>/rt</code>, <code>/helpdesk</code> or empty value.<br />
<br />
We discussed these in the [[ManualInstallation]] section, previously, but here are some examples to recap:<br />
<br />
* You want [[ManualInstallation|http://rt.example.com/]] as RT main page then WebBaseURL should be [[ManualInstallation|http://rt.example.com]] and WebPath should be empty.<br />
* You want [[ManualInstallation|http://www.example.com/helpdesk/]] as RT main page then WebBaseURL should be [[ManualInstallation|http://www.example.com]] and WebPath should be <code>/helpdesk</code>.<br />
<br />
That's all: once you've chosen layout and configured RT's config you can configure apache server.<br />
<br />
== Configuring Apache ==<br />
<br />
You've made several choices above and now you're ready to configure your server. These days (2008) apache is installed in a different way on different distributions. Usually configuration files are in /etc/apache* or /etc/httpd<br />
<br />
You'll need to add a few lines to your httpd.conf telling it to use RT's web interface and how to handle it. Search below for a variant matching your choices. If you can not find it here then search on other pages and move here example or ask on [[MailingLists]], but don't forget mention that you came from this page and it has no example for your case, so people can update it.<br />
<br />
Note: RT will not load without a valid virtual host name<br />
<br />
=== apache2 + mod_perl2 and RT4 on [[ManualInstallation|http://rt.example.com/]] ===<br />
<br />
<pre><br />
&lt;VirtualHost rt.example.com&gt;<br />
# Optional apache logs for RT<br />
# ErrorLog /opt/rt4/var/log/apache2.error<br />
# TransferLog /opt/rt4/var/log/apache2.access<br />
# LogLevel debug<br />
<br />
AddDefaultCharset UTF-8<br />
DocumentRoot "/opt/rt4/share/html"<br />
<br />
&lt;Location /&gt;<br />
Order allow,deny<br />
Allow from all<br />
<br />
SetHandler modperl<br />
PerlResponseHandler Plack::Handler::Apache2<br />
PerlSetVar psgi_app /opt/rt4/sbin/rt-server<br />
&lt;/Location&gt;<br />
&lt;Perl&gt;<br />
use Plack::Handler::Apache2;<br />
Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server");<br />
&lt;/Perl&gt;<br />
&lt;/VirtualHost&gt;<br />
</pre><br />
<br />
=== apache2 + mod_perl2 and RT on [[ManualInstallation|http://rt.example.com/]] ===<br />
Note: This only works for RT3<br />
<br />
<pre># ip based virtual host<br />
Listen ip_of_the_rt.example.com:80<br />
&lt;VirtualHost ip_of_the_rt.example.com:80&gt;<br />
ServerName rt.example.com<br />
ServerAdmin Email.Address@example.com<br />
<br />
<br />
DocumentRoot /opt/rt3/share/html<br />
<br />
AddDefaultCharset UTF-8<br />
PerlRequire /opt/rt3/bin/webmux.pl<br />
<br />
<br />
&lt;Directory /opt/rt3/share/html&gt;<br />
Order allow,deny<br />
Allow from all<br />
<br />
SetHandler perl-script<br />
PerlResponseHandler RT::Mason<br />
&lt;/Directory&gt;<br />
&lt;/VirtualHost&gt;<br />
</pre><br />
<br />
=== apache2 + mod_perl2 and RT on [[ManualInstallation|http://www.example.com/rt/]] ===<br />
<br />
Listen ip_of_the_www.example.com:80<br />
<pre><br />
&lt;VirtualHost ip_of_the_www.example.com:80&gt;<br />
ServerName www.example.com<br />
ServerAdmin Email.Address@example.com<br />
<br />
# config for your main content<br />
DocumentRoot /www/www.example.com<br />
&lt;Directory /www/www.example.com&gt;<br />
# here and in other places goes config<br />
# of your main host<br />
&lt;/Directory&gt;<br />
<br />
# as RT is out of document root then we want alias<br />
# and should define directory access<br />
Alias /rt/ /opt/rt3/share/html/<br />
&lt;Directory /opt/rt3/share/html/&gt;<br />
Order allow,deny<br />
Allow from all<br />
&lt;/Directory&gt;<br />
<br />
PerlRequire /opt/rt3/bin/webmux.pl<br />
&lt;Location /rt/&gt;<br />
AddDefaultCharset UTF-8<br />
SetHandler perl-script<br />
PerlHandler RT::Mason<br />
&lt;/Location&gt;<br />
&lt;/VirtualHost&gt;<br />
</pre><br />
<br />
=== Some historical notes people left, some make sense, some are wrong, for refactoring ===<br />
<br />
'''NOTE:''' If you are running Apache 2, the recommended configuration directive is:<br />
<br />
RedirectMatch permanent (.*)/$ [[ManualInstallation|http://example.com$1/index.html]]<br />
<br />
in your [[VirtualHost]] section<br />
<br />
This line will take all requests of form "[http://example.com/foo/ http://example.com/foo/"] into "[http://example.com/foo/index.html http://example.com/foo/index.html"]<br />
<br />
'''NOTE:''' If "your.ip.address" above is the same as your webserver's IP and you're not planning to assign a unique IP address or alias (CNAME) for RT, you should realize that the above [[VirtualHost]] configuration works when RT is the only content provided at the root of the webserver. If your webserver has existing content or you plan to add content later, you'll probably want to place RT in a directory other than the root of the webserver. If you choose to use "[http://fsck.com/rt/ http://fsck.com/rt/"], you'll want to modify the [[VirtualHost]] configuration as follows:<br />
<br />
Comment with '#' or remove the following line:<br />
<br />
DocumentRoot /opt/rt3/share/html<br />
<br />
and add in its place:<br />
<br />
Alias /rt "/opt/rt3/share/html"<br />
<br />
Lastly, change the Location path from:<br />
<br />
&lt;Location /&gt;<br />
<br />
to<br />
<br />
&lt;Location /rt&gt;<br />
<br />
That gives a configuration similar to<br />
<br />
Alias /rt "/opt/rt3/share/html"<br />
PerlModule Apache::DBI<br />
PerlRequire /opt/rt3/bin/webmux.pl<br />
&lt;Directory /opt/rt3/share/html&gt;<br />
AllowOverride All<br />
Options ExecCGI FollowSymLinks<br />
&lt;IfModule mod_access.c&gt;<br />
Order allow,deny<br />
Allow from all<br />
&lt;/IfModule&gt;<br />
&lt;/Directory&gt;<br />
<br />
&lt;Location /rt&gt;<br />
RewriteEngine On<br />
RedirectMatch permanent (.*)/$ $1/index.html<br />
AddDefaultCharset UTF-8<br />
SetHandler perl-script<br />
PerlHandler RT::Mason<br />
&lt;/Location&gt;<br />
<br />
You will also need to modify the $[[WebPath]] variable in etc/[[RT SiteConfig|RT_SiteConfig]].pm in your RT installation directory. For the above example you would use:<br />
<br />
$WebPath = "/rt";<br />
<br />
Remember that $[[WebPath]] requires a leading / but no trailing /. $[[WebPath]], your Apache alias, and your Apache Location should all contain the same string.<br />
<br />
== Testing ==<br />
<br />
Next, stop Apache. This will vary by system but might look something like this:<br />
<br />
cd /etc/init.d<br />
./httpd stop<br />
<br />
or, if your distro includes it:<br />
<br />
apachectl stop<br />
<br />
Try to use a browser to go to your RT server's website. You shouldn't be able to do it. Restart Apache:<br />
<br />
./httpd start<br />
<br />
Now, you should be able to go to your RT URL and get the login screen.<br />
<br />
Once this works, you may move on to setting up your email gateway.<br />
<br />
== Troubleshooting ==<br />
<br />
'''Note:''' Read the entry in the [[FAQ]] about [[MaxRequestsPerChild]].<br />
<br />
=== client denied by server configuration ===<br />
<br />
If you receive a "client denied by server configuration: /opt/rt3/share/html" in your Apache error.log or a "403 Forbidden" error then also add the following to your [[VirtualHost]] section:<br />
<br />
&lt;Directory "/opt/rt3/share/html"&gt;<br />
Order allow,deny<br />
Allow from all<br />
&lt;/Directory&gt;<br />
<br />
(the above hint for 403/denied was found on [[ManualInstallation|http://wiki.bestpractical.com/view/FastCGIConfiguration]])<br />
<br />
=== Can't locate Apache/DBI.pm in ... ===<br />
<br />
At this point you can either delete "[[PerlModule]] Apache::DBI" from apache config, or figure out how to install it -- [[SuSE]], for example, provides it as a package to match their Apache2 package.<br />
<br />
This feature is *optional*. Read ApacheConfig for more info about "mod_perl and caching connections to the DB".<br />
<br />
----<br />
<br />
Prev: [[ManualInstallation]] --- Up: [[UserManual]] --- Next: [[ManualEmailConfig]]<br />
[[Category:RT User Manual]]</div>Maureenhttps://rt-wiki.bestpractical.com/index.php?title=ManualApacheConfig&diff=26839ManualApacheConfig2019-03-21T16:15:50Z<p>Maureen: </p>
<hr />
<div>Prev: [[ManualInstallation]] --- Up: [[UserManual]] --- Next: [[ManualEmailConfig]]<br />
<br />
{{OutdatedInstallGuide}}<br />
<br />
'''NOTE: The information on this page is outdated. It is superseded by the documentation in docs/web_deployment.pod in the base RT tarball.'''<br />
<br />
Apache + mod_perl2 guide updated for RT4<br />
<br />
----<br />
<br />
= SETTING UP THE WEB INTERFACE =<br />
<br />
== Choosing a web handler ==<br />
<br />
A note of caution: Do not use symbolic links in the Apache conf directory structures.<br />
<br />
RT's web interface is written using HTML::Mason, which works with the mod_perl embedded perl interpreter within Apache httpd. Alternatively, support for the [[FastCGI]] interface is also provided as 'bin/mason_handler.fcgi'. Setting up either of these can be fairly intricate; don't get discouraged if it takes you some time to get this right -- though it's not nearly as difficult as it used to be.<br />
<br />
=== FastCGI vs. mod_perl ===<br />
<br />
Both work fine. Each have some strong and weak points.<br />
<br />
You cannot run multiple instances of RT under one server with mod_perl, even in multiple vhosts; since mod_perl embeds a perl process in apache, but only one, whichever configuration is loaded last will clobber all other ones. If you need to run more than once instance of RT on the same server, you will need to run them with fastcgi.<br />
<br />
If you have something already installed then use it. Otherwise here are a few notes to help choose:<br />
<br />
* apache 1.x is for those who are already using it and don't want to upgrade<br />
* use whatever version of apache is installed on your system<br />
* have no experience with [[FastCGI]] or mod_perl then just throw a coin to choose between -- or pick whichever one is provided as a package by your distribution<br />
* a few warnings about mod_perl:<br />
** If your system has only mod_perl 1.9x (development version before mod_perl 2 release) and you don't know how to or don't want to build mod_perl from scratch then just ignore it and '''DON'T TRY TO USE''' RT with mod_perl 1.9x, jump to [[FastCGI]] (this is unlikely to be the case on new installs, as mod_perl 2 has been out for some number of years now).<br />
** If you have apache 2.x then you need mod_perl 2.x as well. mod_perl 1.x just won't work with apache 2.x<br />
** If you have apache 1.x then you need mod_perl 1.xx where xx is not 9x<br />
<br />
The [[PerformanceTuning]] page has some info about the [[FastCGI]] vs. mod_perl. Read the Myths section.<br />
<br />
=== Other options ===<br />
<br />
Other options as well exist, like speedycgi, [[FastCGI]]+nginx, [[FastCGI]]+lighttpd... But Apache+[[FastCGI]] and Apache+mod_perl these are two major variants perl developers pay attention to as they are most common. If it's your first install then make your life easier and choose a common solution. Later you may find time to experiment with others.<br />
<br />
=== Checking dependencies ===<br />
<br />
Once you've made your choice then test dependencies again to make sure everything is there for web environment of choice:<br />
<br />
: &#35; without arguments to get list of options<br />
: perl sbin/rt-test-dependencies<br />
: perl sbin/rt-test-dependencies --with-&lt;your choice&gt;<br />
<br />
You can choose web handler during ./configure step using its option. Check ./configure --help<br />
<br />
== Choosing web layout ==<br />
<br />
Before you start your install, you have to decide which URL will be the base for your RT instance. Will it be [[ManualInstallation|http://rt.example.com/]] or do you prefer [[ManualInstallation|http://www.example.com/rt/]] ? RT can't get this info from apache config or preconfigure your server for any possible setup, so it's your task to decide and configure both ends.<br />
<br />
If you decide to use rt.example.com, and you're sharing the webserver with other domains using [[VirtualHosts]], then you'll have additional configuration to perform.<br />
<br />
== SiteConfig ==<br />
<br />
RT config has several options to define web server [[URLs]] layout [[WebBaseURL]], [[WebPath]] and [[WebURL]]. The first two are the most important things you must configure:<br />
<br />
* [[WebBaseURL]] - it's the base URL for the server that serves RT web interface, it should contain scheme (http or https), server name and port (if it's not standard value 80), for example [[ManualInstallation|http://rt.example.com]], [[ManualInstallation|https://rt.example.com]] and [[ManualInstallation|http://www.example.com]] are valid and sane values. Note that there is '''no trailing slash''' and '''it's root URL of the server'''.<br />
* [[WebPath]] - it's URL path relative to the root of the server (WebBaseURL option) that has leading slash and no trailing slash, for example <code>/rt</code>, <code>/helpdesk</code> or empty value.<br />
<br />
We discussed these in the [[ManualInstallation]] section, previously, but here are some examples to recap:<br />
<br />
* You want [[ManualInstallation|http://rt.example.com/]] as RT main page then WebBaseURL should be [[ManualInstallation|http://rt.example.com]] and WebPath should be empty.<br />
* You want [[ManualInstallation|http://www.example.com/helpdesk/]] as RT main page then WebBaseURL should be [[ManualInstallation|http://www.example.com]] and WebPath should be <code>/helpdesk</code>.<br />
<br />
That's all: once you've chosen layout and configured RT's config you can configure apache server.<br />
<br />
== Configuring Apache ==<br />
<br />
You've made several choices above and now you're ready to configure your server. These days (2008) apache is installed in a different way on different distributions. Usually configuration files are in /etc/apache* or /etc/httpd<br />
<br />
You'll need to add a few lines to your httpd.conf telling it to use RT's web interface and how to handle it. Search below for a variant matching your choices. If you can not find it here then search on other pages and move here example or ask on [[MailingLists]], but don't forget mention that you came from this page and it has no example for your case, so people can update it.<br />
<br />
Note: RT will not load without a valid virtual host name<br />
<br />
=== apache2 + mod_perl2 and RT4 on [[ManualInstallation|http://rt.example.com/]] ===<br />
<br />
<pre><br />
&lt;VirtualHost rt.example.com&gt;<br />
# Optional apache logs for RT<br />
# ErrorLog /opt/rt4/var/log/apache2.error<br />
# TransferLog /opt/rt4/var/log/apache2.access<br />
# LogLevel debug<br />
<br />
AddDefaultCharset UTF-8<br />
DocumentRoot "/opt/rt4/share/html"<br />
<br />
&lt;Location /&gt;<br />
Order allow,deny<br />
Allow from all<br />
<br />
SetHandler modperl<br />
PerlResponseHandler Plack::Handler::Apache2<br />
PerlSetVar psgi_app /opt/rt4/sbin/rt-server<br />
&lt;/Location&gt;<br />
&lt;Perl&gt;<br />
use Plack::Handler::Apache2;<br />
Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server");<br />
&lt;/Perl&gt;<br />
&lt;/VirtualHost&gt;<br />
</pre><br />
<br />
=== apache2 + mod_perl2 and RT on [[ManualInstallation|http://rt.example.com/]] ===<br />
Note: This only works for RT3<br />
<br />
<pre># ip based virtual host<br />
Listen ip_of_the_rt.example.com:80<br />
&lt;VirtualHost ip_of_the_rt.example.com:80&gt;<br />
ServerName rt.example.com<br />
ServerAdmin Email.Address@example.com<br />
<br />
<br />
DocumentRoot /opt/rt3/share/html<br />
<br />
AddDefaultCharset UTF-8<br />
PerlRequire /opt/rt3/bin/webmux.pl<br />
<br />
<br />
&lt;Directory /opt/rt3/share/html&gt;<br />
Order allow,deny<br />
Allow from all<br />
<br />
SetHandler perl-script<br />
PerlResponseHandler RT::Mason<br />
&lt;/Directory&gt;<br />
&lt;/VirtualHost&gt;<br />
</pre><br />
<br />
=== apache2 + mod_perl2 and RT on [[ManualInstallation|http://www.example.com/rt/]] ===<br />
<br />
Listen ip_of_the_www.example.com:80<br />
&lt;VirtualHost ip_of_the_www.example.com:80&gt;<br />
ServerName www.example.com<br />
ServerAdmin Email.Address@example.com<br />
<br />
# config for your main content<br />
DocumentRoot /www/www.example.com<br />
&lt;Directory /www/www.example.com&gt;<br />
# here and in other places goes config<br />
# of your main host<br />
&lt;/Directory&gt;<br />
<br />
# as RT is out of document root then we want alias<br />
# and should define directory access<br />
Alias /rt/ /opt/rt3/share/html/<br />
&lt;Directory /opt/rt3/share/html/&gt;<br />
Order allow,deny<br />
Allow from all<br />
&lt;/Directory&gt;<br />
<br />
PerlRequire /opt/rt3/bin/webmux.pl<br />
&lt;Location /rt/&gt;<br />
AddDefaultCharset UTF-8<br />
SetHandler perl-script<br />
PerlHandler RT::Mason<br />
&lt;/Location&gt;<br />
&lt;/VirtualHost&gt;<br />
<br />
=== Some historical notes people left, some make sense, some are wrong, for refactoring ===<br />
<br />
'''NOTE:''' If you are running Apache 2, the recommended configuration directive is:<br />
<br />
RedirectMatch permanent (.*)/$ [[ManualInstallation|http://example.com$1/index.html]]<br />
<br />
in your [[VirtualHost]] section<br />
<br />
This line will take all requests of form "[http://example.com/foo/ http://example.com/foo/"] into "[http://example.com/foo/index.html http://example.com/foo/index.html"]<br />
<br />
'''NOTE:''' If "your.ip.address" above is the same as your webserver's IP and you're not planning to assign a unique IP address or alias (CNAME) for RT, you should realize that the above [[VirtualHost]] configuration works when RT is the only content provided at the root of the webserver. If your webserver has existing content or you plan to add content later, you'll probably want to place RT in a directory other than the root of the webserver. If you choose to use "[http://fsck.com/rt/ http://fsck.com/rt/"], you'll want to modify the [[VirtualHost]] configuration as follows:<br />
<br />
Comment with '#' or remove the following line:<br />
<br />
DocumentRoot /opt/rt3/share/html<br />
<br />
and add in its place:<br />
<br />
Alias /rt "/opt/rt3/share/html"<br />
<br />
Lastly, change the Location path from:<br />
<br />
&lt;Location /&gt;<br />
<br />
to<br />
<br />
&lt;Location /rt&gt;<br />
<br />
That gives a configuration similar to<br />
<br />
Alias /rt "/opt/rt3/share/html"<br />
PerlModule Apache::DBI<br />
PerlRequire /opt/rt3/bin/webmux.pl<br />
&lt;Directory /opt/rt3/share/html&gt;<br />
AllowOverride All<br />
Options ExecCGI FollowSymLinks<br />
&lt;IfModule mod_access.c&gt;<br />
Order allow,deny<br />
Allow from all<br />
&lt;/IfModule&gt;<br />
&lt;/Directory&gt;<br />
<br />
&lt;Location /rt&gt;<br />
RewriteEngine On<br />
RedirectMatch permanent (.*)/$ $1/index.html<br />
AddDefaultCharset UTF-8<br />
SetHandler perl-script<br />
PerlHandler RT::Mason<br />
&lt;/Location&gt;<br />
<br />
You will also need to modify the $[[WebPath]] variable in etc/[[RT SiteConfig|RT_SiteConfig]].pm in your RT installation directory. For the above example you would use:<br />
<br />
$WebPath = "/rt";<br />
<br />
Remember that $[[WebPath]] requires a leading / but no trailing /. $[[WebPath]], your Apache alias, and your Apache Location should all contain the same string.<br />
<br />
== Testing ==<br />
<br />
Next, stop Apache. This will vary by system but might look something like this:<br />
<br />
cd /etc/init.d<br />
./httpd stop<br />
<br />
or, if your distro includes it:<br />
<br />
apachectl stop<br />
<br />
Try to use a browser to go to your RT server's website. You shouldn't be able to do it. Restart Apache:<br />
<br />
./httpd start<br />
<br />
Now, you should be able to go to your RT URL and get the login screen.<br />
<br />
Once this works, you may move on to setting up your email gateway.<br />
<br />
== Troubleshooting ==<br />
<br />
'''Note:''' Read the entry in the [[FAQ]] about [[MaxRequestsPerChild]].<br />
<br />
=== client denied by server configuration ===<br />
<br />
If you receive a "client denied by server configuration: /opt/rt3/share/html" in your Apache error.log or a "403 Forbidden" error then also add the following to your [[VirtualHost]] section:<br />
<br />
&lt;Directory "/opt/rt3/share/html"&gt;<br />
Order allow,deny<br />
Allow from all<br />
&lt;/Directory&gt;<br />
<br />
(the above hint for 403/denied was found on [[ManualInstallation|http://wiki.bestpractical.com/view/FastCGIConfiguration]])<br />
<br />
=== Can't locate Apache/DBI.pm in ... ===<br />
<br />
At this point you can either delete "[[PerlModule]] Apache::DBI" from apache config, or figure out how to install it -- [[SuSE]], for example, provides it as a package to match their Apache2 package.<br />
<br />
This feature is *optional*. Read ApacheConfig for more info about "mod_perl and caching connections to the DB".<br />
<br />
----<br />
<br />
Prev: [[ManualInstallation]] --- Up: [[UserManual]] --- Next: [[ManualEmailConfig]]<br />
[[Category:RT User Manual]]</div>Maureenhttps://rt-wiki.bestpractical.com/index.php?title=ManualApacheConfig&diff=26838ManualApacheConfig2019-03-21T16:09:40Z<p>Maureen: </p>
<hr />
<div>Prev: [[ManualInstallation]] --- Up: [[UserManual]] --- Next: [[ManualEmailConfig]]<br />
<br />
{{OutdatedInstallGuide}}<br />
<br />
'''NOTE: The information on this page is outdated. It is superseded by the documentation in docs/web_deployment.pod in the base RT tarball.'''<br />
<br />
Apache + mod_perl2 guide updated for RT4<br />
<br />
----<br />
<br />
= SETTING UP THE WEB INTERFACE =<br />
<br />
== Choosing a web handler ==<br />
<br />
A note of caution: Do not use symbolic links in the Apache conf directory structures.<br />
<br />
RT's web interface is written using HTML::Mason, which works with the mod_perl embedded perl interpreter within Apache httpd. Alternatively, support for the [[FastCGI]] interface is also provided as 'bin/mason_handler.fcgi'. Setting up either of these can be fairly intricate; don't get discouraged if it takes you some time to get this right -- though it's not nearly as difficult as it used to be.<br />
<br />
=== FastCGI vs. mod_perl ===<br />
<br />
Both work fine. Each have some strong and weak points.<br />
<br />
You cannot run multiple instances of RT under one server with mod_perl, even in multiple vhosts; since mod_perl embeds a perl process in apache, but only one, whichever configuration is loaded last will clobber all other ones. If you need to run more than once instance of RT on the same server, you will need to run them with fastcgi.<br />
<br />
If you have something already installed then use it. Otherwise here are a few notes to help choose:<br />
<br />
* apache 1.x is for those who are already using it and don't want to upgrade<br />
* use whatever version of apache is installed on your system<br />
* have no experience with [[FastCGI]] or mod_perl then just throw a coin to choose between -- or pick whichever one is provided as a package by your distribution<br />
* a few warnings about mod_perl:<br />
** If your system has only mod_perl 1.9x (development version before mod_perl 2 release) and you don't know how to or don't want to build mod_perl from scratch then just ignore it and '''DON'T TRY TO USE''' RT with mod_perl 1.9x, jump to [[FastCGI]] (this is unlikely to be the case on new installs, as mod_perl 2 has been out for some number of years now).<br />
** If you have apache 2.x then you need mod_perl 2.x as well. mod_perl 1.x just won't work with apache 2.x<br />
** If you have apache 1.x then you need mod_perl 1.xx where xx is not 9x<br />
<br />
The [[PerformanceTuning]] page has some info about the [[FastCGI]] vs. mod_perl. Read the Myths section.<br />
<br />
=== Other options ===<br />
<br />
Other options as well exist, like speedycgi, [[FastCGI]]+nginx, [[FastCGI]]+lighttpd... But Apache+[[FastCGI]] and Apache+mod_perl these are two major variants perl developers pay attention to as they are most common. If it's your first install then make your life easier and choose a common solution. Later you may find time to experiment with others.<br />
<br />
=== Checking dependencies ===<br />
<br />
Once you've made your choice then test dependencies again to make sure everything is there for web environment of choice:<br />
<br />
: &#35; without arguments to get list of options<br />
: perl sbin/rt-test-dependencies<br />
: perl sbin/rt-test-dependencies --with-&lt;your choice&gt;<br />
<br />
You can choose web handler during ./configure step using its option. Check ./configure --help<br />
<br />
== Choosing web layout ==<br />
<br />
Before you start your install, you have to decide which URL will be the base for your RT instance. Will it be [[ManualInstallation|http://rt.example.com/]] or do you prefer [[ManualInstallation|http://www.example.com/rt/]] ? RT can't get this info from apache config or preconfigure your server for any possible setup, so it's your task to decide and configure both ends.<br />
<br />
If you decide to use rt.example.com, and you're sharing the webserver with other domains using [[VirtualHosts]], then you'll have additional configuration to perform.<br />
<br />
== SiteConfig ==<br />
<br />
RT config has several options to define web server [[URLs]] layout [[WebBaseURL]], [[WebPath]] and [[WebURL]]. The first two are the most important things you must configure:<br />
<br />
* [[WebBaseURL]] - it's the base URL for the server that serves RT web interface, it should contain scheme (http or https), server name and port (if it's not standard value 80), for example [[ManualInstallation|http://rt.example.com]], [[ManualInstallation|https://rt.example.com]] and [[ManualInstallation|http://www.example.com]] are valid and sane values. Note that there is '''no trailing slash''' and '''it's root URL of the server'''.<br />
* [[WebPath]] - it's URL path relative to the root of the server (WebBaseURL option) that has leading slash and no trailing slash, for example <code>/rt</code>, <code>/helpdesk</code> or empty value.<br />
<br />
We discussed these in the [[ManualInstallation]] section, previously, but here are some examples to recap:<br />
<br />
* You want [[ManualInstallation|http://rt.example.com/]] as RT main page then WebBaseURL should be [[ManualInstallation|http://rt.example.com]] and WebPath should be empty.<br />
* You want [[ManualInstallation|http://www.example.com/helpdesk/]] as RT main page then WebBaseURL should be [[ManualInstallation|http://www.example.com]] and WebPath should be <code>/helpdesk</code>.<br />
<br />
That's all: once you've chosen layout and configured RT's config you can configure apache server.<br />
<br />
== Configuring Apache ==<br />
<br />
You've made several choices above and now you're ready to configure your server. These days (2008) apache is installed in a different way on different distributions. Usually configuration files are in /etc/apache* or /etc/httpd<br />
<br />
You'll need to add a few lines to your httpd.conf telling it to use RT's web interface and how to handle it. Search below for a variant matching your choices. If you can not find it here then search on other pages and move here example or ask on [[MailingLists]], but don't forget mention that you came from this page and it has no example for your case, so people can update it.<br />
<br />
Note: RT will not load without a valid virtual host name<br />
<br />
=== apache2 + mod_perl2 and RT4 on [[ManualInstallation|http://rt.example.com/]] ===<br />
<br />
<pre><br />
&lt;VirtualHost rt.example.com&gt;<br />
# Optional apache logs for RT<br />
# ErrorLog /opt/rt4/var/log/apache2.error<br />
# TransferLog /opt/rt4/var/log/apache2.access<br />
# LogLevel debug<br />
<br />
AddDefaultCharset UTF-8<br />
DocumentRoot "/opt/rt4/share/html"<br />
<br />
&lt;Location /&gt;<br />
Order allow,deny<br />
Allow from all<br />
<br />
SetHandler modperl<br />
PerlResponseHandler Plack::Handler::Apache2<br />
PerlSetVar psgi_app /opt/rt4/sbin/rt-server<br />
&lt;/Location&gt;<br />
&lt;Perl&gt;<br />
use Plack::Handler::Apache2;<br />
Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server");<br />
&lt;/Perl&gt;<br />
&lt;/VirtualHost&gt;<br />
</pre><br />
<br />
=== apache2 + mod_perl2 and RT on [[ManualInstallation|http://rt.example.com/]] ===<br />
Note: This only works for RT3<br />
<br />
<nowiki># ip based virtual host<br />
Listen ip_of_the_rt.example.com:80<br />
&lt;VirtualHost ip_of_the_rt.example.com:80&gt;<br />
ServerName rt.example.com<br />
ServerAdmin Email.Address@example.com<br />
<br />
<br />
DocumentRoot /opt/rt3/share/html<br />
<br />
AddDefaultCharset UTF-8<br />
PerlRequire /opt/rt3/bin/webmux.pl<br />
<br />
<br />
&lt;Directory /opt/rt3/share/html&gt;<br />
Order allow,deny<br />
Allow from all<br />
<br />
SetHandler perl-script<br />
PerlResponseHandler RT::Mason<br />
&lt;/Directory&gt;<br />
&lt;/VirtualHost&gt;<br />
</nowiki><br />
<br />
=== apache2 + mod_perl2 and RT on [[ManualInstallation|http://www.example.com/rt/]] ===<br />
<br />
Listen ip_of_the_www.example.com:80<br />
&lt;VirtualHost ip_of_the_www.example.com:80&gt;<br />
ServerName www.example.com<br />
ServerAdmin Email.Address@example.com<br />
<br />
# config for your main content<br />
DocumentRoot /www/www.example.com<br />
&lt;Directory /www/www.example.com&gt;<br />
# here and in other places goes config<br />
# of your main host<br />
&lt;/Directory&gt;<br />
<br />
# as RT is out of document root then we want alias<br />
# and should define directory access<br />
Alias /rt/ /opt/rt3/share/html/<br />
&lt;Directory /opt/rt3/share/html/&gt;<br />
Order allow,deny<br />
Allow from all<br />
&lt;/Directory&gt;<br />
<br />
PerlRequire /opt/rt3/bin/webmux.pl<br />
&lt;Location /rt/&gt;<br />
AddDefaultCharset UTF-8<br />
SetHandler perl-script<br />
PerlHandler RT::Mason<br />
&lt;/Location&gt;<br />
&lt;/VirtualHost&gt;<br />
<br />
=== Some historical notes people left, some make sense, some are wrong, for refactoring ===<br />
<br />
'''NOTE:''' If you are running Apache 2, the recommended configuration directive is:<br />
<br />
RedirectMatch permanent (.*)/$ [[ManualInstallation|http://example.com$1/index.html]]<br />
<br />
in your [[VirtualHost]] section<br />
<br />
This line will take all requests of form "[http://example.com/foo/ http://example.com/foo/"] into "[http://example.com/foo/index.html http://example.com/foo/index.html"]<br />
<br />
'''NOTE:''' If "your.ip.address" above is the same as your webserver's IP and you're not planning to assign a unique IP address or alias (CNAME) for RT, you should realize that the above [[VirtualHost]] configuration works when RT is the only content provided at the root of the webserver. If your webserver has existing content or you plan to add content later, you'll probably want to place RT in a directory other than the root of the webserver. If you choose to use "[http://fsck.com/rt/ http://fsck.com/rt/"], you'll want to modify the [[VirtualHost]] configuration as follows:<br />
<br />
Comment with '#' or remove the following line:<br />
<br />
DocumentRoot /opt/rt3/share/html<br />
<br />
and add in its place:<br />
<br />
Alias /rt "/opt/rt3/share/html"<br />
<br />
Lastly, change the Location path from:<br />
<br />
&lt;Location /&gt;<br />
<br />
to<br />
<br />
&lt;Location /rt&gt;<br />
<br />
That gives a configuration similar to<br />
<br />
Alias /rt "/opt/rt3/share/html"<br />
PerlModule Apache::DBI<br />
PerlRequire /opt/rt3/bin/webmux.pl<br />
&lt;Directory /opt/rt3/share/html&gt;<br />
AllowOverride All<br />
Options ExecCGI FollowSymLinks<br />
&lt;IfModule mod_access.c&gt;<br />
Order allow,deny<br />
Allow from all<br />
&lt;/IfModule&gt;<br />
&lt;/Directory&gt;<br />
<br />
&lt;Location /rt&gt;<br />
RewriteEngine On<br />
RedirectMatch permanent (.*)/$ $1/index.html<br />
AddDefaultCharset UTF-8<br />
SetHandler perl-script<br />
PerlHandler RT::Mason<br />
&lt;/Location&gt;<br />
<br />
You will also need to modify the $[[WebPath]] variable in etc/[[RT SiteConfig|RT_SiteConfig]].pm in your RT installation directory. For the above example you would use:<br />
<br />
$WebPath = "/rt";<br />
<br />
Remember that $[[WebPath]] requires a leading / but no trailing /. $[[WebPath]], your Apache alias, and your Apache Location should all contain the same string.<br />
<br />
== Testing ==<br />
<br />
Next, stop Apache. This will vary by system but might look something like this:<br />
<br />
cd /etc/init.d<br />
./httpd stop<br />
<br />
or, if your distro includes it:<br />
<br />
apachectl stop<br />
<br />
Try to use a browser to go to your RT server's website. You shouldn't be able to do it. Restart Apache:<br />
<br />
./httpd start<br />
<br />
Now, you should be able to go to your RT URL and get the login screen.<br />
<br />
Once this works, you may move on to setting up your email gateway.<br />
<br />
== Troubleshooting ==<br />
<br />
'''Note:''' Read the entry in the [[FAQ]] about [[MaxRequestsPerChild]].<br />
<br />
=== client denied by server configuration ===<br />
<br />
If you receive a "client denied by server configuration: /opt/rt3/share/html" in your Apache error.log or a "403 Forbidden" error then also add the following to your [[VirtualHost]] section:<br />
<br />
&lt;Directory "/opt/rt3/share/html"&gt;<br />
Order allow,deny<br />
Allow from all<br />
&lt;/Directory&gt;<br />
<br />
(the above hint for 403/denied was found on [[ManualInstallation|http://wiki.bestpractical.com/view/FastCGIConfiguration]])<br />
<br />
=== Can't locate Apache/DBI.pm in ... ===<br />
<br />
At this point you can either delete "[[PerlModule]] Apache::DBI" from apache config, or figure out how to install it -- [[SuSE]], for example, provides it as a package to match their Apache2 package.<br />
<br />
This feature is *optional*. Read ApacheConfig for more info about "mod_perl and caching connections to the DB".<br />
<br />
----<br />
<br />
Prev: [[ManualInstallation]] --- Up: [[UserManual]] --- Next: [[ManualEmailConfig]]<br />
[[Category:RT User Manual]]</div>Maureenhttps://rt-wiki.bestpractical.com/index.php?title=ManualApacheConfig&diff=26837ManualApacheConfig2019-03-21T16:07:00Z<p>Maureen: </p>
<hr />
<div>Prev: [[ManualInstallation]] --- Up: [[UserManual]] --- Next: [[ManualEmailConfig]]<br />
<br />
{{OutdatedInstallGuide}}<br />
<br />
'''NOTE: The information on this page is outdated. It is superseded by the documentation in docs/web_deployment.pod in the base RT tarball.'''<br />
<br />
Apache + mod_perl2 guide updated for RT4<br />
<br />
----<br />
<br />
= SETTING UP THE WEB INTERFACE =<br />
<br />
== Choosing a web handler ==<br />
<br />
A note of caution: Do not use symbolic links in the Apache conf directory structures.<br />
<br />
RT's web interface is written using HTML::Mason, which works with the mod_perl embedded perl interpreter within Apache httpd. Alternatively, support for the [[FastCGI]] interface is also provided as 'bin/mason_handler.fcgi'. Setting up either of these can be fairly intricate; don't get discouraged if it takes you some time to get this right -- though it's not nearly as difficult as it used to be.<br />
<br />
=== FastCGI vs. mod_perl ===<br />
<br />
Both work fine. Each have some strong and weak points.<br />
<br />
You cannot run multiple instances of RT under one server with mod_perl, even in multiple vhosts; since mod_perl embeds a perl process in apache, but only one, whichever configuration is loaded last will clobber all other ones. If you need to run more than once instance of RT on the same server, you will need to run them with fastcgi.<br />
<br />
If you have something already installed then use it. Otherwise here are a few notes to help choose:<br />
<br />
* apache 1.x is for those who are already using it and don't want to upgrade<br />
* use whatever version of apache is installed on your system<br />
* have no experience with [[FastCGI]] or mod_perl then just throw a coin to choose between -- or pick whichever one is provided as a package by your distribution<br />
* a few warnings about mod_perl:<br />
** If your system has only mod_perl 1.9x (development version before mod_perl 2 release) and you don't know how to or don't want to build mod_perl from scratch then just ignore it and '''DON'T TRY TO USE''' RT with mod_perl 1.9x, jump to [[FastCGI]] (this is unlikely to be the case on new installs, as mod_perl 2 has been out for some number of years now).<br />
** If you have apache 2.x then you need mod_perl 2.x as well. mod_perl 1.x just won't work with apache 2.x<br />
** If you have apache 1.x then you need mod_perl 1.xx where xx is not 9x<br />
<br />
The [[PerformanceTuning]] page has some info about the [[FastCGI]] vs. mod_perl. Read the Myths section.<br />
<br />
=== Other options ===<br />
<br />
Other options as well exist, like speedycgi, [[FastCGI]]+nginx, [[FastCGI]]+lighttpd... But Apache+[[FastCGI]] and Apache+mod_perl these are two major variants perl developers pay attention to as they are most common. If it's your first install then make your life easier and choose a common solution. Later you may find time to experiment with others.<br />
<br />
=== Checking dependencies ===<br />
<br />
Once you've made your choice then test dependencies again to make sure everything is there for web environment of choice:<br />
<br />
: &#35; without arguments to get list of options<br />
: perl sbin/rt-test-dependencies<br />
: perl sbin/rt-test-dependencies --with-&lt;your choice&gt;<br />
<br />
You can choose web handler during ./configure step using its option. Check ./configure --help<br />
<br />
== Choosing web layout ==<br />
<br />
Before you start your install, you have to decide which URL will be the base for your RT instance. Will it be [[ManualInstallation|http://rt.example.com/]] or do you prefer [[ManualInstallation|http://www.example.com/rt/]] ? RT can't get this info from apache config or preconfigure your server for any possible setup, so it's your task to decide and configure both ends.<br />
<br />
If you decide to use rt.example.com, and you're sharing the webserver with other domains using [[VirtualHosts]], then you'll have additional configuration to perform.<br />
<br />
== SiteConfig ==<br />
<br />
RT config has several options to define web server [[URLs]] layout [[WebBaseURL]], [[WebPath]] and [[WebURL]]. The first two are the most important things you must configure:<br />
<br />
* [[WebBaseURL]] - it's the base URL for the server that serves RT web interface, it should contain scheme (http or https), server name and port (if it's not standard value 80), for example [[ManualInstallation|http://rt.example.com]], [[ManualInstallation|https://rt.example.com]] and [[ManualInstallation|http://www.example.com]] are valid and sane values. Note that there is '''no trailing slash''' and '''it's root URL of the server'''.<br />
* [[WebPath]] - it's URL path relative to the root of the server (WebBaseURL option) that has leading slash and no trailing slash, for example <code>/rt</code>, <code>/helpdesk</code> or empty value.<br />
<br />
We discussed these in the [[ManualInstallation]] section, previously, but here are some examples to recap:<br />
<br />
* You want [[ManualInstallation|http://rt.example.com/]] as RT main page then WebBaseURL should be [[ManualInstallation|http://rt.example.com]] and WebPath should be empty.<br />
* You want [[ManualInstallation|http://www.example.com/helpdesk/]] as RT main page then WebBaseURL should be [[ManualInstallation|http://www.example.com]] and WebPath should be <code>/helpdesk</code>.<br />
<br />
That's all: once you've chosen layout and configured RT's config you can configure apache server.<br />
<br />
== Configuring Apache ==<br />
<br />
You've made several choices above and now you're ready to configure your server. These days (2008) apache is installed in a different way on different distributions. Usually configuration files are in /etc/apache* or /etc/httpd<br />
<br />
You'll need to add a few lines to your httpd.conf telling it to use RT's web interface and how to handle it. Search below for a variant matching your choices. If you can not find it here then search on other pages and move here example or ask on [[MailingLists]], but don't forget mention that you came from this page and it has no example for your case, so people can update it.<br />
<br />
Note: RT will not load without a valid virtual host name<br />
<br />
=== apache2 + mod_perl2 and RT4 on [[ManualInstallation|http://rt.example.com/]] ===<br />
<br />
<nowiki><br />
&lt;VirtualHost rt.example.com&gt;<br />
# Optional apache logs for RT<br />
# ErrorLog /opt/rt4/var/log/apache2.error<br />
# TransferLog /opt/rt4/var/log/apache2.access<br />
# LogLevel debug<br />
<br />
AddDefaultCharset UTF-8<br />
DocumentRoot "/opt/rt4/share/html"<br />
<br />
&lt;Location /&gt;<br />
Order allow,deny<br />
Allow from all<br />
<br />
SetHandler modperl<br />
PerlResponseHandler Plack::Handler::Apache2<br />
PerlSetVar psgi_app /opt/rt4/sbin/rt-server<br />
&lt;/Location&gt;<br />
&lt;Perl&gt;<br />
use Plack::Handler::Apache2;<br />
Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server");<br />
&lt;/Perl&gt;<br />
&lt;/VirtualHost&gt;<br />
</nowiki><br />
<br />
=== apache2 + mod_perl2 and RT on [[ManualInstallation|http://rt.example.com/]] ===<br />
Note: This only works for RT3<br />
<br />
<nowiki># ip based virtual host<br />
Listen ip_of_the_rt.example.com:80<br />
&lt;VirtualHost ip_of_the_rt.example.com:80&gt;<br />
ServerName rt.example.com<br />
ServerAdmin Email.Address@example.com<br />
<br />
<br />
DocumentRoot /opt/rt3/share/html<br />
<br />
AddDefaultCharset UTF-8<br />
PerlRequire /opt/rt3/bin/webmux.pl<br />
<br />
<br />
&lt;Directory /opt/rt3/share/html&gt;<br />
Order allow,deny<br />
Allow from all<br />
<br />
SetHandler perl-script<br />
PerlResponseHandler RT::Mason<br />
&lt;/Directory&gt;<br />
&lt;/VirtualHost&gt;<br />
</nowiki><br />
<br />
=== apache2 + mod_perl2 and RT on [[ManualInstallation|http://www.example.com/rt/]] ===<br />
<br />
Listen ip_of_the_www.example.com:80<br />
&lt;VirtualHost ip_of_the_www.example.com:80&gt;<br />
ServerName www.example.com<br />
ServerAdmin Email.Address@example.com<br />
<br />
# config for your main content<br />
DocumentRoot /www/www.example.com<br />
&lt;Directory /www/www.example.com&gt;<br />
# here and in other places goes config<br />
# of your main host<br />
&lt;/Directory&gt;<br />
<br />
# as RT is out of document root then we want alias<br />
# and should define directory access<br />
Alias /rt/ /opt/rt3/share/html/<br />
&lt;Directory /opt/rt3/share/html/&gt;<br />
Order allow,deny<br />
Allow from all<br />
&lt;/Directory&gt;<br />
<br />
PerlRequire /opt/rt3/bin/webmux.pl<br />
&lt;Location /rt/&gt;<br />
AddDefaultCharset UTF-8<br />
SetHandler perl-script<br />
PerlHandler RT::Mason<br />
&lt;/Location&gt;<br />
&lt;/VirtualHost&gt;<br />
<br />
=== Some historical notes people left, some make sense, some are wrong, for refactoring ===<br />
<br />
'''NOTE:''' If you are running Apache 2, the recommended configuration directive is:<br />
<br />
RedirectMatch permanent (.*)/$ [[ManualInstallation|http://example.com$1/index.html]]<br />
<br />
in your [[VirtualHost]] section<br />
<br />
This line will take all requests of form "[http://example.com/foo/ http://example.com/foo/"] into "[http://example.com/foo/index.html http://example.com/foo/index.html"]<br />
<br />
'''NOTE:''' If "your.ip.address" above is the same as your webserver's IP and you're not planning to assign a unique IP address or alias (CNAME) for RT, you should realize that the above [[VirtualHost]] configuration works when RT is the only content provided at the root of the webserver. If your webserver has existing content or you plan to add content later, you'll probably want to place RT in a directory other than the root of the webserver. If you choose to use "[http://fsck.com/rt/ http://fsck.com/rt/"], you'll want to modify the [[VirtualHost]] configuration as follows:<br />
<br />
Comment with '#' or remove the following line:<br />
<br />
DocumentRoot /opt/rt3/share/html<br />
<br />
and add in its place:<br />
<br />
Alias /rt "/opt/rt3/share/html"<br />
<br />
Lastly, change the Location path from:<br />
<br />
&lt;Location /&gt;<br />
<br />
to<br />
<br />
&lt;Location /rt&gt;<br />
<br />
That gives a configuration similar to<br />
<br />
Alias /rt "/opt/rt3/share/html"<br />
PerlModule Apache::DBI<br />
PerlRequire /opt/rt3/bin/webmux.pl<br />
&lt;Directory /opt/rt3/share/html&gt;<br />
AllowOverride All<br />
Options ExecCGI FollowSymLinks<br />
&lt;IfModule mod_access.c&gt;<br />
Order allow,deny<br />
Allow from all<br />
&lt;/IfModule&gt;<br />
&lt;/Directory&gt;<br />
<br />
&lt;Location /rt&gt;<br />
RewriteEngine On<br />
RedirectMatch permanent (.*)/$ $1/index.html<br />
AddDefaultCharset UTF-8<br />
SetHandler perl-script<br />
PerlHandler RT::Mason<br />
&lt;/Location&gt;<br />
<br />
You will also need to modify the $[[WebPath]] variable in etc/[[RT SiteConfig|RT_SiteConfig]].pm in your RT installation directory. For the above example you would use:<br />
<br />
$WebPath = "/rt";<br />
<br />
Remember that $[[WebPath]] requires a leading / but no trailing /. $[[WebPath]], your Apache alias, and your Apache Location should all contain the same string.<br />
<br />
== Testing ==<br />
<br />
Next, stop Apache. This will vary by system but might look something like this:<br />
<br />
cd /etc/init.d<br />
./httpd stop<br />
<br />
or, if your distro includes it:<br />
<br />
apachectl stop<br />
<br />
Try to use a browser to go to your RT server's website. You shouldn't be able to do it. Restart Apache:<br />
<br />
./httpd start<br />
<br />
Now, you should be able to go to your RT URL and get the login screen.<br />
<br />
Once this works, you may move on to setting up your email gateway.<br />
<br />
== Troubleshooting ==<br />
<br />
'''Note:''' Read the entry in the [[FAQ]] about [[MaxRequestsPerChild]].<br />
<br />
=== client denied by server configuration ===<br />
<br />
If you receive a "client denied by server configuration: /opt/rt3/share/html" in your Apache error.log or a "403 Forbidden" error then also add the following to your [[VirtualHost]] section:<br />
<br />
&lt;Directory "/opt/rt3/share/html"&gt;<br />
Order allow,deny<br />
Allow from all<br />
&lt;/Directory&gt;<br />
<br />
(the above hint for 403/denied was found on [[ManualInstallation|http://wiki.bestpractical.com/view/FastCGIConfiguration]])<br />
<br />
=== Can't locate Apache/DBI.pm in ... ===<br />
<br />
At this point you can either delete "[[PerlModule]] Apache::DBI" from apache config, or figure out how to install it -- [[SuSE]], for example, provides it as a package to match their Apache2 package.<br />
<br />
This feature is *optional*. Read ApacheConfig for more info about "mod_perl and caching connections to the DB".<br />
<br />
----<br />
<br />
Prev: [[ManualInstallation]] --- Up: [[UserManual]] --- Next: [[ManualEmailConfig]]<br />
[[Category:RT User Manual]]</div>Maureenhttps://rt-wiki.bestpractical.com/index.php?title=ManualSearchTickets&diff=26836ManualSearchTickets2019-03-21T15:51:14Z<p>Maureen: </p>
<hr />
<div>Up: [[ManualUsingWebInterface]]<br />
<br />
----<br />
<br />
= Introduction =<br />
<br />
RT comes with several interfaces to search for tickets: queue list, simple search, and the query builder search.<br />
<br />
Searches can be saved, shared between groups, placed on the home page, bookmarked in the browser, used in charts or even emailed within [[ManualDashboards|Dashboards]].<br />
<br />
= Queue List =<br />
<br />
[[File:Queue-List.png|Queue List portlet|thumb|500px]]<br />
<br />
The Queue List is a portlet that you can see on the home page, by default. This is a table where rows are queues you can see and columns are active statuses, each cell of the table shows number of tickets.<br />
<br />
Queue name and each number in this table is clickable, so you can jump to a page with search results.<br />
<br />
= Simple search =<br />
<br />
Simple search is an input box in the upper right corner of all pages. You can also run a "Simple Search" by clicking on Search -> Tickets -> Simple Search from the top navigation bar, that leads to the simple search page with some hints.<br />
<br />
This search allows you to use some magic, for example you can type in a ticket id, and jump directly to that ticket. Check out [[ManualSimpleSearch]].<br />
<br />
= Advanced search =<br />
<br />
[[File:Query-Builder.png|Search Tickets with the Query Builder|thumb|500px]]<br />
<br />
More advanced ticket search is available by clicking Search -> Tickets -> New Search in the menu. This is a query builder with many fields listed for you to build your searches.<br />
<br />
It is fairly intuitive, but there are some features worth noting:<br />
<br />
* Searches, by default, are sticky. That is, if you return to the Search page during a session, it will display the most recent search (unless you click on the "New Search" link again in the main menu).<br />
* Searches are, by default, limited. You can walk by pages or unlimit them.<br />
* Searches are iterative - you build them up. If you search for tickets owned by Jane, then search for open tickets, you'll get open tickets owned by Jane.<br />
* When RT displays a ticket that is part of the current search, it will also display Previous, Next, First, and Last links for navigating through the matching tickets.<br />
<br />
If you get too many results, you can still pinpoint what you need by searching again to narrow the results down.<br />
<br />
You can search by id, ticket subject, queue, status, SLA, owner, requestor, group, time fields, date fields, priority, and/or links. For instance, you could search for tickets you own by selecting your own name from the Owner drop-down menu, or search for only high priority tickets.<br />
<br />
== Relative Date Searching ==<br />
<br />
[[File:Relative-Date-Search.png|Example of using relative dates for searching|thumb|500px]]<br />
<br />
Consider needing a bookmarkable search which lists what you've resolved in the last month or what is due in the next week. Manually entered dates make the search outdated soon after creation. The perl module that RT uses allows for some relative date/time phrases. Using the query builder, you can run these searches.<br />
<br />
NOTE: See the [http://search.cpan.org/author/MUIR/Time-modules-2003.0211/lib/Time/ParseDate.pm Time::ParseDate man page] for more options<br />
<br />
Examples:<br />
<br />
Tickets resolved in the last month<br />
<br />
Resolved -> After -> -1 month<br />
<br />
<br />
Tickets created in the last week<br />
<br />
Created -> After -> -1 week<br />
<br />
<br />
Tickets due in the next week<br />
<br />
Due -> After -> Today AND Due -> Before -> +1 week<br />
<br />
<br />
Tickets created between an hour and three hours ago<br />
<br />
Created -> After -> -1 hour AND Created -> After -> -3 hour<br />
<br />
== Advanced Search vs. other searches ==<br />
Most interfaces that simplify search, like queue list and simple searches, at the end generate a query using special syntax and redirect you to results page that is part of advanced search. So you can click 'Edit Search' from the top submenu and refine it with more conditions or "Advanced" to write out the search query explicitly.<br />
<br />
= Search results =<br />
<br />
Search results look like the following:<br />
<br />
[[File:Search-Results.png|Search Results|thumb|500px]]<br />
<br />
== Changing display format ==<br />
<br />
At the bottom of the query builder page, you can also alter the number of search results returned per page, how the results are sorted, and which columns are displayed. From the search results page, you can select how often the page is refreshed. Click the Change button when you're done.<br />
<br />
To clear previous search results and start a new search:<br />
* click Search -> Tickets -> New Search<br />
<br />
= Saving Searches =<br />
<br />
After you've added all of the criteria you want for a query, you can save your search. <br />
<br />
To save a search so you can return to the results later:<br />
:# under Saved Searches on the query builder page, select a privacy (you can only save for yourself "My Saved Searches", or for a group you are a member of) and add a description<br />
:# click the Save button<br />
'''NOTE''' You must have the correct permissions to show saved searches and to edit them.<br />
<br />
To retrieve a saved search<br />
:# under Saved Searches on the query builder page, select from the "Load saved search" dropdown<br />
:# click the Load button<br />
<br />
----<br />
<br />
Up: [[ManualUsingWebInterface]]<br />
[[Category:RT User Manual]]</div>Maureenhttps://rt-wiki.bestpractical.com/index.php?title=File:Relative-Date-Search.png&diff=26835File:Relative-Date-Search.png2019-03-21T15:43:54Z<p>Maureen: </p>
<hr />
<div></div>Maureenhttps://rt-wiki.bestpractical.com/index.php?title=ManualSearchTickets&diff=26834ManualSearchTickets2019-03-21T15:43:37Z<p>Maureen: </p>
<hr />
<div>Up: [[ManualUsingWebInterface]]<br />
<br />
----<br />
<br />
= Introduction =<br />
<br />
RT comes with several interfaces to search for tickets: queue list, simple search, and the query builder search.<br />
<br />
Searches can be saved, shared between groups, placed on the home page, bookmarked in the browser, used in charts or even emailed within [[ManualDashboards|Dashboards]].<br />
<br />
= Queue List =<br />
<br />
[[File:Queue-List.png|Queue List portlet|thumb|500px]]<br />
<br />
The Queue List is a portlet that you can see on the home page, by default. This is a table where rows are queues you can see and columns are active statuses, each cell of the table shows number of tickets.<br />
<br />
Queue name and each number in this table is clickable, so you can jump to a page with search results.<br />
<br />
= Simple search =<br />
<br />
Simple search is an input box in the upper right corner of all pages. You can also run a "Simple Search" by clicking on Search -> Tickets -> Simple Search from the top navigation bar, that leads to the simple search page with some hints.<br />
<br />
This search allows you to use some magic, for example you can type in a ticket id, and jump directly to that ticket. Check out [[ManualSimpleSearch]].<br />
<br />
= Advanced search =<br />
<br />
[[File:Query-Builder.png|Search Tickets with the Query Builder|thumb|500px]]<br />
<br />
More advanced ticket search is available by clicking Search -> Tickets -> New Search in the menu. This is a query builder with many fields listed for you to build your searches.<br />
<br />
It is fairly intuitive, but there are some features worth noting:<br />
<br />
* Searches, by default, are sticky. That is, if you return to the Search page during a session, it will display the most recent search (unless you click on the "New Search" link again in the main menu).<br />
* Searches are, by default, limited. You can walk by pages or unlimit them.<br />
* Searches are iterative - you build them up. If you search for tickets owned by Jane, then search for open tickets, you'll get open tickets owned by Jane.<br />
* When RT displays a ticket that is part of the current search, it will also display Previous, Next, First, and Last links for navigating through the matching tickets.<br />
<br />
If you get too many results, you can still pinpoint what you need by searching again to narrow the results down.<br />
<br />
You can search by id, ticket subject, queue, status, SLA, owner, requestor, group, time fields, date fields, priority, and/or links. For instance, you could search for tickets you own by selecting your own name from the Owner drop-down menu, or search for only high priority tickets.<br />
<br />
== Relative Date Searching ==<br />
<br />
Consider needing a bookmarkable search which lists what you've resolved in the last month or what is due in the next week. Manually entered dates make the search outdated soon after creation. The perl module that RT uses allows for some relative date/time phrases. Using the query builder, you can run these searches.<br />
<br />
NOTE: See the [http://search.cpan.org/author/MUIR/Time-modules-2003.0211/lib/Time/ParseDate.pm Time::ParseDate man page] for more options<br />
<br />
Examples:<br />
<br />
[[File:Relative-Date-Search.png|Example of using relative dates for searching|thumb|500px]]<br />
<br />
Tickets resolved in the last month<br />
<br />
Resolved -> After -> -1 month<br />
<br />
<br />
Tickets created in the last week<br />
<br />
Created -> After -> -1 week<br />
<br />
<br />
Tickets due in the next week<br />
<br />
Due -> After -> Today AND Due -> Before -> +1 week<br />
<br />
<br />
Tickets created between an hour and three hours ago<br />
<br />
Created -> After -> -1 hour AND Created -> After -> -3 hour<br />
<br />
== Advanced Search vs. other searches ==<br />
Most interfaces that simplify search, like queue list and simple searches, at the end generate a query using special syntax and redirect you to results page that is part of advanced search. So you can click 'Edit Search' from the top submenu and refine it with more conditions or "Advanced" to write out the search query explicitly.<br />
<br />
= Search results =<br />
<br />
Search results look like the following:<br />
<br />
[[File:Search-Results.png|Search Results|thumb|500px]]<br />
<br />
== Changing display format ==<br />
<br />
At the bottom of the query builder page, you can also alter the number of search results returned per page, how the results are sorted, and which columns are displayed. From the search results page, you can select how often the page is refreshed. Click the Change button when you're done.<br />
<br />
To clear previous search results and start a new search:<br />
* click Search -> Tickets -> New Search<br />
<br />
= Saving Searches =<br />
<br />
After you've added all of the criteria you want for a query, you can save your search. <br />
<br />
To save a search so you can return to the results later:<br />
:# under Saved Searches on the query builder page, select a privacy (you can only save for yourself "My Saved Searches", or for a group you are a member of) and add a description<br />
:# click the Save button<br />
'''NOTE''' You must have the correct permissions to show saved searches and to edit them.<br />
<br />
To retrieve a saved search<br />
:# under Saved Searches on the query builder page, select from the "Load saved search" dropdown<br />
:# click the Load button<br />
<br />
----<br />
<br />
Up: [[ManualUsingWebInterface]]<br />
[[Category:RT User Manual]]</div>Maureenhttps://rt-wiki.bestpractical.com/index.php?title=ManualApache&diff=26833ManualApache2019-03-21T15:04:37Z<p>Maureen: </p>
<hr />
<div>Deprecated page<br />
<br />
See [[ManualApacheConfig]] for better reading. Reroute links to this page to other pages.<br />
<br />
Other pages about apache: [[ApacheConfig]], [[CompilingApache]]</div>Maureenhttps://rt-wiki.bestpractical.com/index.php?title=ManualRights&diff=26820ManualRights2019-03-20T17:25:59Z<p>Maureen: </p>
<hr />
<div>Prev: [[ManualAdministration]] --- Up: [[UserManual]] --- Next: [[ManualScrips]]<br />
<br />
'''Appendix 2 Rights'''<br />
<br />
This is a reference for rights in RT. The rights are broken down into three tables: global, queue, and group. Within those tables, rights are listed alphabetically. Each right has full description on wiki.<br />
<br />
See also [[Rights]] article.<br />
<br />
(Careful when you edit tables - you might need to manually reformat them)<br />
<br />
'''Table 1: Global rights'''<br />
{| class="wikitable" cellpadding="3" width="100%"<br />
!Name of right<br />
!What users with this right can do<br />
|- valign="top"<br />
|[[ShowScrips]]<br />
|see scrips<br />
|- valign="top"<br />
|[[SuperUser]]<br />
|everything; this user has all possible rights within RT - careful!<br />
|- valign="top"<br />
|[[DelegateRights]]<br />
|assign their own rights to other users<br />
|- valign="top"<br />
|[[ModifyACL]]<br />
|change users' and groups' rights. Users with this right should also have the [[ShowACL]] right.<br />
|- valign="top"<br />
|[[AdminUsers]]<br />
| create users; change anything on users' Basics screen: username, email, name, nickname, Unix login, address, phone numbers, comments about the user, signature, password, organization and rights.<br />
|- valign="top"<br />
|[[AdminCustomFields]]<br />
| add, delete, and modify custom fields<br />
|- valign="top"<br />
|[[ShowSavedSearches]]<br />
|list or load saved ticket searches<br />
|- valign="top"<br />
|[[ModifyCustomField]]<br />
|change and set values in a custom field you've defined<br />
|- valign="top"<br />
|[[AssignCustomFields]]<br />
| ???<br />
|- valign="top"<br />
|[[ReplyToTicket]]<br />
| add replies to a ticket<br />
|- valign="top"<br />
|[[Watch]]<br />
|sign up as a requestor or [[CC]]<br />
|- valign="top"<br />
|[[AdminGroup]]<br />
| create groups; change groups' name, description, and rights<br />
|- valign="top"<br />
|[[ShowOutgoingEmail]]<br />
|see full text of emails sent by RT<br />
|- valign="top"<br />
|[[AdminQueue]]<br />
|create, enable, and disable queues; change queues' name, description, reply and comment address, priority, and due date<br />
|- valign="top"<br />
|[[ModifyScrips]]<br />
|add, delete, and change the content of scrips<br />
|- valign="top"<br />
|[[ModifyTemplate]]<br />
|create, modify, and delete scrip templates<br />
|- valign="top"<br />
|[[CommentOnTicket]]<br />
|add comments to tickets<br />
|- valign="top"<br />
|[[DeleteTicket]]<br />
|delete tickets<br />
|- valign="top"<br />
|[[AdminAllPersonalGroups]]<br />
|change name, description, and members of any personal group<br />
|- valign="top"<br />
|[[ShowTicketComments]]<br />
|see comments attached to tickets<br />
|- valign="top"<br />
|[[SeeQueue]]<br />
| know that a queue exists; queues will appear in visible listings for this user<br />
|- valign="top"<br />
|[[ShowTemplate]]<br />
|see scrips' email templates<br />
|- valign="top"<br />
|[[ModifyOwnMembership]]<br />
|add or remove themselves from a group<br />
|- valign="top"<br />
|[[LoadSavedSearch]]<br />
|load a ticket search you've previously saved<br />
|- valign="top"<br />
|[[CreateSavedSearch]]<br />
|save a ticket search<br />
|- valign="top"<br />
|[[OwnTicket]]<br />
|own (be responsible for/take) a ticket<br />
|- valign="top"<br />
|[[WatchAsAdminCc]]<br />
|sign up as an [[AdminCC]]<br />
|- valign="top"<br />
|[[AdminGroupMembership]]<br />
| add and remove members from a group<br />
|- valign="top"<br />
|[[ShowACL]]<br />
|see the rights granted to users and groups<br />
|- valign="top"<br />
|[[AdminOwnPersonalGroups]]<br />
|change name, description, and members of their own personal groups<br />
|- valign="top"<br />
|[[ModifyQueueWatchers]]<br />
|add and remove [[CC]]s and [[AdminCC]]s<br />
|- valign="top"<br />
|[[ModifyTicket]]<br />
|change tickets' subject, status, time worked, time left, priorities, queue, dates, watchers, owner, and relationships to other tickets; add comments and replies to tickets<br />
|- valign="top"<br />
|[[CreateTicket]]<br />
|create tickets<br />
|- valign="top"<br />
|[[EditSavedSearches]]<br />
|edit a ticket search you've previously saved<br />
|- valign="top"<br />
|[[ShowConfigTab]]<br />
|have access to the Configuration (Admin) tab<br />
|- valign="top"<br />
|[[ShowTicket]]<br />
|see tickets<br />
|- valign="top"<br />
|[[ModifySelf]]<br />
|modify your own email address, real name, nickname, extra contact information, password, address, phone numbers, and signature.<br />
|}<br />
<br />
'''Table 2: Queue rights'''<br />
{| class="wikitable" cellpadding="3" width="100%"<br />
!Name of right<br />
!What users with this right can do<br />
|- valign="top"<br />
|[[ReplyToTicket]]<br />
|add replies to a ticket<br />
|- valign="top"<br />
|[[CreateTicket]]<br />
|create tickets<br />
|- valign="top"<br />
|[[AdminCustomFields]]<br />
|add, delete, and modify custom fields<br />
|- valign="top"<br />
|[[ShowTicket]]<br />
|see tickets<br />
|- valign="top"<br />
|[[ModifyTemplate]]<br />
|create, modify, and delete scrip templates<br />
|- valign="top"<br />
|[[ModifyQueueWatchers]]<br />
|add and remove [[CC]]s and [[AdminCC]]s<br />
|- valign="top"<br />
|[[WatchAsAdminCc]]<br />
|sign up as an [[AdminCC]]<br />
|- valign="top"<br />
|[[ShowScrips]]<br />
|see scrips<br />
|- valign="top"<br />
|[[OwnTicket]]<br />
|own (be responsible for/take) a ticket<br />
|- valign="top"<br />
|[[Watch]]<br />
|sign up as a requestor or [[CC]]<br />
|- valign="top"<br />
|[[ModifyACL]]<br />
|change users' and groups' rights. Users with this right should also have the right [[ShowACL]]<br />
|- valign="top"<br />
|[[CommentOnTicket]]<br />
|add comments to tickets<br />
|- valign="top"<br />
|[[ModifyTicket]]<br />
|change tickets' subject, status, time worked, time left, priorities, queue, dates, watchers, owner, and relationships to other tickets; add comments and replies to tickets<br />
|- valign="top"<br />
|[[ModifyScrips]]<br />
|add, delete, and change the content of scrips<br />
|- valign="top"<br />
|[[ShowACL]]<br />
|see the rights granted to users and groups<br />
|- valign="top"<br />
|[[ShowTicketComments]]<br />
|see comments attached to tickets<br />
|- valign="top"<br />
|[[DeleteTicket]]<br />
|delete tickets<br />
|- valign="top"<br />
|[[AdminQueue]]<br />
|create, enable, and disable queues; change queues' name, description, reply and comment address, priority, and due date<br />
|- valign="top"<br />
|[[SeeQueue]]<br />
|know that a queue exists; queues will appear in visible listings for this user<br />
|- valign="top"<br />
|[[ShowTemplate]]<br />
|see scrips email templates<br />
|}<br />
<br />
'''Table 3: Group rights'''<br />
{| class="wikitable" cellpadding="3" width="100%"<br />
!Name of right<br />
!What users with this right can do<br />
|- valign="top"<br />
|[[ModifyOwnMembership]]<br />
|add or remove themselves from a group<br />
|- valign="top"<br />
|[[ModifyACL]]<br />
|change users' and groups' rights. Users with this right should also have the [[ShowACL]]<br />
|- valign="top"<br />
|[[AdminGroupMembership]]<br />
|add and remove members from a group<br />
|- valign="top"<br />
|[[AdminGroup]]<br />
|create groups; change groups' name, description, and rights<br />
|}<br />
<br />
<br />
----<br />
<br />
Prev: [[ManualAdministration]] --- Up: [[UserManual]] --- Next: [[ManualScrips]]<br />
[[Category:RT User Manual]]</div>Maureenhttps://rt-wiki.bestpractical.com/index.php?title=ManualSimpleSearch&diff=26819ManualSimpleSearch2019-03-20T16:44:56Z<p>Maureen: </p>
<hr />
<div>Up: [[ManualSearchTickets]]<br />
<br />
----<br />
<br />
= Introduction =<br />
<br />
Simple search is an input box in the upper right corner of all pages. You can also run a "Simple Search" by clicking on Search -> Tickets -> Simple Search from the top navigation bar, that leads to the simple search page with some hints.<br />
<br />
Simple search is '''magical''' in some way and you may find this magic cool or annoying (that depends).<br />
<br />
= Using =<br />
<br />
Just type search terms (keywords) in the text box and hit enter or click Search button. The search will be done so that the result matches each keyword (AND).<br />
<br />
== Magic of the simple search ==<br />
<br />
'''Beware''' the search is done only on tickets with an active status, unless a keyword contains a status, for example "resolved" or "open stalled".<br />
<br />
You can use id (any number) to jump right to the ticket, just type 10 and hit enter to jump to ticket #10.<br />
<br />
You can use email address to search by requestor.<br />
<br />
You can use name of a privileged user to search by owner.<br />
<br />
You can use queue name to search tickets in that queue, but only if queue name has no spaces.<br />
<br />
You can prefix a word with "fulltext:" to search in content of tickets. Don't overuse this feature as full text search without indexing can be very slow.<br />
<br />
Everything else is searched in subject of tickets.<br />
<br />
Behavior may be changed or extended with local customizations, consult with your system administrator if you are not sure.<br />
<br />
== Some examples with magic ==<br />
<br />
Search for open or stalled tickets owned by ruz (if a user with name ruz exists).<br />
<br />
ruz open stalled<br />
<br />
<br />
Search for new tickets in support queue (if a queue with name support exists, this is case insensitive).<br />
<br />
support new<br />
<br />
= For admins =<br />
<br />
[[SimpleSearchExcludeResolved]] and [[SimpleSearchIncludeResolved]].<br />
<br />
----<br />
<br />
Up: [[ManualSearchTickets]]<br />
[[Category:RT User Manual]]</div>Maureenhttps://rt-wiki.bestpractical.com/index.php?title=ManualSimpleSearch&diff=26818ManualSimpleSearch2019-03-20T16:43:23Z<p>Maureen: </p>
<hr />
<div>Up: [[ManualSearchTickets]]<br />
<br />
----<br />
<br />
= Introduction =<br />
<br />
Simple search is an input box in the upper right corner of all pages. You can also run a "Simple Search" by clicking on Search -> Tickets -> Simple Search from the top navigation bar, that leads to the simple search page with some hints.<br />
<br />
Simple search is '''magical''' in some way and you may find this magic cool or annoying (that depends).<br />
<br />
= Using =<br />
<br />
Just type search terms (keywords) in the text box and hit enter or click Search button. The search will be done so that the result matches each keyword (AND).<br />
<br />
== Magic of the simple search ==<br />
<br />
'''Beware''' the search is done only on tickets with an active status, unless a keyword contains a status, for example "resolved" or "open stalled".<br />
<br />
You can use id (any number) to jump right to the ticket, just type 10 and hit enter to jump to ticket #10.<br />
<br />
You can use email address to search by requestor.<br />
<br />
You can use name of a privileged user to search by owner.<br />
<br />
You can use queue name to search tickets in that queue, but only if queue name has no spaces.<br />
<br />
You can prefix a word with "fulltext:" to search in content of tickets. Don't overuse this feature as full text search without indexing can be very slow.<br />
<br />
Everything else is searched in subject of tickets.<br />
<br />
Behavior may be changed or extended with local customizations, consult with your system administrator if you are not sure.<br />
<br />
== Some examples with magic ==<br />
<br />
Search for open or stalled tickets owned by ruz (if a user with name ruz exists).<br />
<br />
ruz open stalled<br />
<br />
<br />
Search for new tickets in support queue (if a queue with name support exists).<br />
<br />
support new<br />
<br />
= For admins =<br />
<br />
[[SimpleSearchExcludeResolved]] and [[SimpleSearchIncludeResolved]].<br />
<br />
----<br />
<br />
Up: [[ManualSearchTickets]]<br />
[[Category:RT User Manual]]</div>Maureenhttps://rt-wiki.bestpractical.com/index.php?title=UserManual&diff=26817UserManual2019-03-20T16:39:04Z<p>Maureen: fix bulleting</p>
<hr />
<div>= About this manual =<br />
<br />
In April 2003, [[BestPractical]] released a draft user manual for RT as a downloadable PDF. That manual is now part of this wiki to be updated and extended by the community.<br />
<br />
= Introduction =<br />
<br />
* [[ManualIntroduction]]<br />
<br />
= Installation =<br />
<br />
* [[ManualRequirements]]<br />
* [[ManualInstallation]]<br />
<br />
= Initial configuration and basic administration =<br />
<br />
* [[ManualApacheConfig]]<br />
* [[ManualEmailConfig]]<br />
* [[ManualBasicAdministration]]<br />
<br />
= Using web interface and RT in general =<br />
<br />
* [[ManualUsingWebInterface]] and its subchapters:<br />
:* [[ManualTicketDates]]<br />
:* [[ManualDashboards]]<br />
:* [[ManualSearchTickets]]<br />
:** [[ManualSimpleSearch]]<br />
<br />
= Advanced administration =<br />
<br />
* [[ManualAdministration]]<br />
* [[ManualProblems]]<br />
<br />
= Appendices =<br />
<br />
* [[ManualRights]]<br />
* [[ManualScrips]]<br />
* [[ManualApache]]<br />
* [[ManualApprovals]]<br />
<br />
= Glossary =<br />
<br />
* [[RTGlossary]]<br />
<br />
<br />
[[Category:RT User Manual]]</div>Maureenhttps://rt-wiki.bestpractical.com/index.php?title=ManualSimpleSearch&diff=26816ManualSimpleSearch2019-03-20T16:36:05Z<p>Maureen: </p>
<hr />
<div>Up: [[ManualSearchTickets]]<br />
<br />
----<br />
<br />
= Introduction =<br />
<br />
Simple search is an input box in the upper right corner of all pages. You can also run a "Simple Search" by clicking on Search -> Tickets -> Simple Search from the top navigation bar, that leads to the simple search page with some hints.<br />
<br />
Simple search is '''magical''' in some way and you may find this magic cool or annoying (that depends).<br />
<br />
= Using =<br />
<br />
Just type search terms (keywords) in the text box and hit enter or click Search button. The search will be done so that the result matches each keyword (AND).<br />
<br />
== Magic of the simple search ==<br />
<br />
'''Beware''' the search is done only on tickets with [[ActiveStatus]], unless a keyword contains a status, for example "resolved" or "open stalled".<br />
<br />
You can use id (any number) to jump right to the ticket, just type 10 and hit enter to jump to ticket #10.<br />
<br />
You can use email address to search by requestor.<br />
<br />
You can use name of a privileged user to search by owner.<br />
<br />
You can use queue name to search tickets in that queue, but only if queue name has no spaces.<br />
<br />
You can prefix a word with "fulltext:" to search in content of tickets. Don't overuse this feature as full text search without indexing can be very slow.<br />
<br />
Everything else is searched in subject of tickets.<br />
<br />
Behaviour may be changed or extended with local customizations, consult with your system administrator if you are not sure.<br />
<br />
== Some examples with magic ==<br />
<br />
Search for open or stalled tickets owned by ruz (if a user with name ruz exists).<br />
<br />
ruz open stalled<br />
<br />
<br />
Search for new tickets in support queue (if a queue with name support exists).<br />
<br />
support new<br />
<br />
= For admins =<br />
<br />
[[SimpleSearchExcludeResolved]] and [[SimpleSearchIncludeResolved]].<br />
<br />
----<br />
<br />
Up: [[ManualSearchTickets]]<br />
[[Category:RT User Manual]]</div>Maureenhttps://rt-wiki.bestpractical.com/index.php?title=File:Search-Results.png&diff=26815File:Search-Results.png2019-03-20T16:28:16Z<p>Maureen: </p>
<hr />
<div></div>Maureenhttps://rt-wiki.bestpractical.com/index.php?title=File:Query-Builder.png&diff=26814File:Query-Builder.png2019-03-20T16:27:56Z<p>Maureen: </p>
<hr />
<div></div>Maureenhttps://rt-wiki.bestpractical.com/index.php?title=File:Queue-List.png&diff=26813File:Queue-List.png2019-03-20T16:26:52Z<p>Maureen: </p>
<hr />
<div></div>Maureenhttps://rt-wiki.bestpractical.com/index.php?title=ManualSearchTickets&diff=26812ManualSearchTickets2019-03-20T16:26:20Z<p>Maureen: </p>
<hr />
<div>Up: [[ManualUsingWebInterface]]<br />
<br />
----<br />
<br />
= Introduction =<br />
<br />
RT comes with several interfaces to search for tickets: queue list, simple search, and the query builder search.<br />
<br />
Searches can be saved, shared between groups, placed on the home page, bookmarked in the browser, used in charts or even emailed within [[ManualDashboards|Dashboards]].<br />
<br />
= Queue List =<br />
<br />
[[File:Queue-List.png|Queue List portlet|thumb|500px]]<br />
<br />
The Queue List is a portlet that you can see on the home page, by default. This is a table where rows are queues you can see and columns are active statuses, each cell of the table shows number of tickets.<br />
<br />
Queue name and each number in this table is clickable, so you can jump to a page with search results.<br />
<br />
= Simple search =<br />
<br />
Simple search is an input box in the upper right corner of all pages. You can also run a "Simple Search" by clicking on Search -> Tickets -> Simple Search from the top navigation bar, that leads to the simple search page with some hints.<br />
<br />
This search allows you to use some magic, for example you can type in a ticket id, and jump directly to that ticket. Check out [[ManualSimpleSearch]].<br />
<br />
= Advanced search =<br />
<br />
[[File:Query-Builder.png|Search Tickets with the Query Builder|thumb|500px]]<br />
<br />
More advanced ticket search is available by clicking Search -> Tickets -> New Search in the menu. This is a query builder with many fields listed for you to build your searches.<br />
<br />
It is fairly intuitive, but there are some features worth noting:<br />
<br />
* Searches, by default, are sticky. That is, if you return to the Search page during a session, it will display the most recent search (unless you click on the "New Search" link again in the main menu).<br />
* Searches are, by default, limited. You can walk by pages or unlimit them.<br />
* Searches are iterative - you build them up. If you search for tickets owned by Jane, then search for open tickets, you'll get open tickets owned by Jane.<br />
* When RT displays a ticket that is part of the current search, it will also display Previous, Next, First, and Last links for navigating through the matching tickets.<br />
<br />
If you get too many results, you can still pinpoint what you need by searching again to narrow the results down.<br />
<br />
You can search by id, ticket subject, queue, status, SLA, owner, requestor, group, time fields, date fields, priority, and/or links. For instance, you could search for tickets you own by selecting your own name from the Owner drop-down menu, or search for only high priority tickets.<br />
<br />
== Relative Date Searching ==<br />
<br />
Consider needing a bookmarkable search which lists what you've resolved in the last month or what is due in the next week. Manually entered dates make the search outdated soon after creation. The perl module that RT uses allows for some relative date/time phrases.<br />
<br />
NOTE: See the [http://search.cpan.org/author/MUIR/Time-modules-2003.0211/lib/Time/ParseDate.pm Time::ParseDate man page] for more options<br />
<br />
Examples:<br />
<br />
Tickets resolved in the last month<br />
<br />
Resolved -&gt; After -&gt; -1 month<br />
<br />
<br />
Tickets created in the last week<br />
<br />
Created -&gt; After -&gt; -1 week<br />
<br />
<br />
Tickets due in the next week<br />
<br />
Due -&gt; After -&gt; Today AND Due -&gt; Before -&gt; +1 week<br />
<br />
<br />
Tickets created between an hour and three hours ago<br />
<br />
Created -&gt; After -&gt; -1 hour AND Created -&gt; After -&gt; -3 hour<br />
<br />
<br />
== Advanced Search vs. other searches ==<br />
Most interfaces that simplify search, like queue list and simple searches, at the end generate a query using special syntax and redirect you to results page that is part of advanced search. So you can click 'Edit Search' from the top submenu and refine it with more conditions or "Advanced" to write out the search query explicitly.<br />
<br />
= Search results =<br />
<br />
Search results look like the following:<br />
<br />
[[File:Search-Results.png|Search Results|thumb|500px]]<br />
<br />
== Changing display format ==<br />
<br />
At the bottom of the query builder page, you can also alter the number of search results returned per page, how the results are sorted, and which columns are displayed. From the search results page, you can select how often the page is refreshed. Click the Change button when you're done.<br />
<br />
To clear previous search results and start a new search:<br />
* click Search -> Tickets -> New Search<br />
<br />
= Saving Searches =<br />
<br />
After you've added all of the criteria you want for a query, you can save your search. <br />
<br />
To save a search so you can return to the results later:<br />
:# under Saved Searches on the query builder page, select a privacy (you can only save for yourself "My Saved Searches", or for a group you are a member of) and add a description<br />
:# click the Save button<br />
'''NOTE''' You must have the correct permissions to show saved searches and to edit them.<br />
<br />
To retrieve a saved search<br />
:# under Saved Searches on the query builder page, select from the "Load saved search" dropdown<br />
:# click the Load button<br />
<br />
----<br />
<br />
Up: [[ManualUsingWebInterface]]<br />
[[Category:RT User Manual]]</div>Maureenhttps://rt-wiki.bestpractical.com/index.php?title=ManualSearchTickets&diff=26811ManualSearchTickets2019-03-20T16:24:06Z<p>Maureen: </p>
<hr />
<div>Up: [[ManualUsingWebInterface]]<br />
<br />
----<br />
<br />
= Introduction =<br />
<br />
RT comes with several interfaces to search for tickets: queue list, simple search, and the query builder search.<br />
<br />
Searches can be saved, shared between groups, placed on the home page, bookmarked in the browser, used in charts or even emailed within [[ManualDashboards|Dashboards]].<br />
<br />
= Queue List =<br />
<br />
[[File:Queue-List.png|Queue List portlet|thumb|500px]]<br />
<br />
The Queue List is a portlet that you can see on the home page, by default. This is a table where rows are queues you can see and columns are active statuses, each cell of the table shows number of tickets.<br />
<br />
Queue name and each number in this table is clickable, so you can jump to a page with search results.<br />
<br />
= Simple search =<br />
<br />
Simple search is an input box in the upper right corner of all pages. You can also run a "Simple Search" by clicking on Search -> Tickets -> Simple Search from the top navigation bar, that leads to the simple search page with some hints.<br />
<br />
This search allows you to use some magic, for example you can type in a ticket id, and jump directly to that ticket. Check out [[ManualSimpleSearch]].<br />
<br />
= Advanced search =<br />
<br />
[[File:Query-Builder.png|Search Tickets with the Query Builder|thumb|500px]]<br />
<br />
More advanced ticket search is available by clicking Search -> Tickets -> New Search in the menu. This is a query builder with many fields listed for you to build your searches.<br />
<br />
It is fairly intuitive, but there are some features worth noting:<br />
<br />
* Searches, by default, are sticky. That is, if you return to the Search page during a session, it will display the most recent search (unless you click on the "New Search" link again in the main menu).<br />
* Searches are, by default, limited. You can walk by pages or unlimit them.<br />
* Searches are iterative - you build them up. If you search for tickets owned by Jane, then search for open tickets, you'll get open tickets owned by Jane.<br />
* When RT displays a ticket that is part of the current search, it will also display Previous, Next, First, and Last links for navigating through the matching tickets.<br />
<br />
If you get too many results, you can still pinpoint what you need by searching again to narrow the results down.<br />
<br />
You can search by id, ticket subject, queue, status, SLA, owner, requestor, group, time fields, date fields, priority, and/or links. For instance, you could search for tickets you own by selecting your own name from the Owner drop-down menu, or search for only high priority tickets.<br />
<br />
== Relative Date Searching ==<br />
<br />
Consider needing a bookmarkable search which lists what you've resolved in the last month or what is due in the next week. Manually entered dates make the search outdated soon after creation. The perl module that RT uses allows for some relative date/time phrases.<br />
<br />
NOTE: See the [http://search.cpan.org/author/MUIR/Time-modules-2003.0211/lib/Time/ParseDate.pm Time::ParseDate man page] for more options<br />
<br />
Examples:<br />
<br />
Tickets resolved in the last month<br />
<br />
Resolved -&gt; After -&gt; -1 month<br />
<br />
<br />
Tickets created in the last week<br />
<br />
Created -&gt; After -&gt; -1 week<br />
<br />
<br />
Tickets due in the next week<br />
<br />
Due -&gt; After -&gt; Today AND Due -&gt; Before -&gt; +1 week<br />
<br />
<br />
Tickets created between an hour and three hours ago<br />
<br />
Created -&gt; After -&gt; -1 hour AND Created -&gt; After -&gt; -3 hour<br />
<br />
<br />
== Advanced Search vs. other searches ==<br />
Most interfaces that simplify search, like queue list and simple searches, at the end generate a query using special syntax and redirect you to results page that is part of advanced search. So you can click 'Edit Search' from the top submenu and refine it with more conditions or "Advanced" to write out the search query explicitly.<br />
<br />
= Search results =<br />
<br />
Search results look like the following:<br />
<br />
[[File:Search-Results.png|Search Results|thumb|500px]]<br />
<br />
== Changing display format ==<br />
<br />
At the bottom of the query builder page, you can also alter the number of search results returned per page, how the results are sorted, and which columns are displayed. From the search results page, you can select how often the page is refreshed. Click the Change button when you're done.<br />
<br />
To clear previous search results and start a new search:<br />
* click Search -> Tickets -> New Search<br />
<br />
= Saving Searches =<br />
<br />
After you've added all of the criteria you want for a query, before clicking search, first select where you'd like to save this search (the "Privacy" pulldown). You can save for only yourself "My Saved Searches", or for a group you are a member of "Group A's saved searches". Type in the description, then click save. Later, you can load the query from the "Load saved search" pulldown. You must have the correct permissions to show saved searches and to edit them.<br />
<br />
----<br />
<br />
Up: [[ManualUsingWebInterface]]<br />
[[Category:RT User Manual]]</div>Maureenhttps://rt-wiki.bestpractical.com/index.php?title=ManualSearchTickets&diff=26810ManualSearchTickets2019-03-20T16:23:10Z<p>Maureen: </p>
<hr />
<div>Up: [[ManualUsingWebInterface]]<br />
<br />
----<br />
<br />
= Introduction =<br />
<br />
RT comes with several interfaces to search for tickets: queue list, simple search, and the query builder search.<br />
<br />
Searches can be saved, shared between groups, placed on the home page, bookmarked in the browser, used in charts or even emailed within [[ManualDashboards|Dashboards]].<br />
<br />
= Queue List =<br />
<br />
[[File:Queue-List.png|Queue List portlet|thumb|500px]]<br />
<br />
The Queue List is a portlet that you can see on the home page, by default. This is a table where rows are queues you can see and columns are active statuses, each cell of the table shows number of tickets.<br />
<br />
Queue name and each number in this table is clickable, so you can jump to a page with search results.<br />
<br />
= Simple search =<br />
<br />
Simple search is an input box in the upper right corner of all pages. You can also run a "Simple Search" by clicking on Search -> Tickets -> Simple Search from the top navigation bar, that leads to the simple search page with some hints.<br />
<br />
This search allows you to use some magic, for example you can type in a ticket id, and jump directly to that ticket. Check out [[ManualSimpleSearch]].<br />
<br />
= Advanced search =<br />
<br />
[[File:Query-Builder.png|Search Tickets with the Query Builder|thumb|500px]]<br />
<br />
More advanced ticket search is available by clicking Search -> Tickets -> New Search in the menu. This is a query builder with many fields listed for you to build your searches.<br />
<br />
It is fairly intuitive, but there are some features worth noting:<br />
<br />
* Searches, by default, are sticky. That is, if you return to the Search page during a session, it will display the most recent search (unless you click on the "New Search" link again in the main menu).<br />
* Searches are, by default, limited. You can walk by pages or unlimit them.<br />
* Searches are iterative - you build them up. If you search for tickets owned by Jane, then search for open tickets, you'll get open tickets owned by Jane.<br />
* When RT displays a ticket that is part of the current search, it will also display Previous, Next, First, and Last links for navigating through the matching tickets.<br />
<br />
If you get too many results, you can still pinpoint what you need by searching again to narrow the results down.<br />
<br />
You can search by id, ticket subject, queue, status, SLA, owner, requestor, group, time fields, date fields, priority, and/or links. For instance, you could search for tickets you own by selecting your own name from the Owner drop-down menu, or search for only high priority tickets.<br />
<br />
== Relative Date Searching ==<br />
<br />
Consider needing a bookmarkable search which lists what you've resolved in the last month or what is due in the next week. Manually entered dates make the search outdated soon after creation. The perl module that RT uses allows for some relative date/time phrases.<br />
<br />
NOTE: See the [http://search.cpan.org/author/MUIR/Time-modules-2003.0211/lib/Time/ParseDate.pm Time::ParseDate man page] for more options<br />
<br />
Examples:<br />
<br />
Tickets resolved in the last month<br />
<br />
Resolved -&gt; After -&gt; -1 month<br />
<br />
<br />
Tickets created in the last week<br />
<br />
Created -&gt; After -&gt; -1 week<br />
<br />
<br />
Tickets due in the next week<br />
<br />
Due -&gt; After -&gt; Today AND Due -&gt; Before -&gt; +1 week<br />
<br />
<br />
Tickets created between an hour and three hours ago<br />
<br />
Created -&gt; After -&gt; -1 hour AND Created -&gt; After -&gt; -3 hour<br />
<br />
<br />
== Advanced Search vs. other searches ==<br />
Most interfaces that simplify search, like queue list and simple searches, at the end generate a query using special syntax and redirect you to results page that is part of advanced search. So you can click 'Edit Search' from the top submenu and refine it with more conditions or "Advanced" to write out the search query explicitly.<br />
<br />
= Search results =<br />
<br />
Search results look like the following:<br />
<br />
[[File:Search-Results.png|Search Results|thumb|500px]]<br />
<br />
== Changing display format ==<br />
<br />
At the bottom of the query builder page, you can also alter the number of search results returned per page, how the results are sorted, and which columns are displayed. From the search results page, you can select how often the page is refreshed. Click the Change button when you're done.<br />
<br />
To saved a search so you can return to the results later:<br />
:# under Saved Searches on the query builder page, select a privacy and add a description<br />
:# click the Save button<br />
<br />
To retrieve a Saved Search<br />
:# under Saved Searches on the query builder page, select from the "Load saved search" dropdown<br />
:# click the Load button<br />
<br />
To clear previous search results and start a new search:<br />
* click Search -> Tickets -> New Search<br />
<br />
= Saving Searches =<br />
<br />
After you've added all of the criteria you want for a query, before clicking search, first select where you'd like to save this search (the "Privacy" pulldown). You can save for only yourself "My Saved Searches", or for a group you are a member of "Group A's saved searches". Type in the description, then click save. Later, you can load the query from the "Load saved search" pulldown. You must have the correct permissions to show saved searches and to edit them.<br />
<br />
----<br />
<br />
Up: [[ManualUsingWebInterface]]<br />
[[Category:RT User Manual]]</div>Maureenhttps://rt-wiki.bestpractical.com/index.php?title=ManualSearchTickets&diff=26809ManualSearchTickets2019-03-20T16:13:18Z<p>Maureen: </p>
<hr />
<div>Up: [[ManualUsingWebInterface]]<br />
<br />
----<br />
<br />
= Introduction =<br />
<br />
RT comes with several interfaces to search for tickets: queue list, simple search, and the query builder search.<br />
<br />
Searches can be saved, shared between groups, placed on the home page, bookmarked in the browser, used in charts or even emailed within [[ManualDashboards|Dashboards]].<br />
<br />
= Queue List =<br />
<br />
[[File:Queue-List.png|Queue List portlet|thumb|500px]]<br />
<br />
The Queue List is a portlet that you can see on the home page, by default. This is a table where rows are queues you can see and columns are active statuses, each cell of the table shows number of tickets.<br />
<br />
Queue name and each number in this table is clickable, so you can jump to a page with search results.<br />
<br />
= Simple search =<br />
<br />
Simple search is an input box in the upper right corner of all pages. You can also run a "Simple Search" by clicking on Search -> Tickets -> Simple Search from the top navigation bar, that leads to the simple search page with some hints.<br />
<br />
This search allows you to use some magic, for example you can type in a ticket id, and jump directly to that ticket. Check out [[ManualSimpleSearch]].<br />
<br />
= Advanced search =<br />
<br />
[[File:Query-Builder.png|Search Tickets with the Query Builder|thumb|500px]]<br />
<br />
More advanced ticket search is available by clicking Search -> Tickets -> New Search in the menu. This is a query builder with many fields listed for you to build your searches.<br />
<br />
It is fairly intuitive, but there are some features worth noting:<br />
<br />
* Searches, by default, are sticky. That is, if you return to the Search page during a session, it will display the most recent search (unless you click on the "New Search" link again in the main menu).<br />
* Searches are, by default, limited. You can walk by pages or unlimit them.<br />
* Searches are iterative - you build them up. If you search for tickets owned by Jane, then search for open tickets, you'll get open tickets owned by Jane.<br />
* When RT displays a ticket that is part of the current search, it will also display Previous, Next, First, and Last links for navigating through the matching tickets.<br />
<br />
If you get too many results, you can still pinpoint what you need by searching again to narrow the results down.<br />
<br />
You can search by id, ticket subject, queue, status, SLA, owner, requestor, group, time fields, date fields, priority, and/or links. For instance, you could search for tickets you own by selecting your own name from the Owner drop-down menu, or search for only high priority tickets.<br />
<br />
== Relative Date Searching ==<br />
<br />
Consider needing a bookmarkable search which lists what you've resolved in the last month or what is due in the next week. Manually entered dates make the search outdated soon after creation. The perl module that RT uses allows for some relative date/time phrases.<br />
<br />
NOTE: See the [http://search.cpan.org/author/MUIR/Time-modules-2003.0211/lib/Time/ParseDate.pm Time::ParseDate man page] for more options<br />
<br />
Examples:<br />
<br />
Tickets resolved in the last month<br />
<br />
Resolved -&gt; After -&gt; -1 month<br />
<br />
<br />
Tickets created in the last week<br />
<br />
Created -&gt; After -&gt; -1 week<br />
<br />
<br />
Tickets due in the next week<br />
<br />
Due -&gt; After -&gt; Today AND Due -&gt; Before -&gt; +1 week<br />
<br />
<br />
Tickets created between an hour and three hours ago<br />
<br />
Created -&gt; After -&gt; -1 hour AND Created -&gt; After -&gt; -3 hour<br />
<br />
<br />
== Advanced Search vs. other searches ==<br />
Most interfaces that simplify search, like queue list and simple searches, at the end generate a query using special syntax and redirect you to results page that is part of advanced search. So you can click 'Edit Search' from the top submenu and refine it with more conditions or "Advanced" to write out the search query explicitly.<br />
<br />
= Search results =<br />
<br />
Search results looks like on the following [http://es.geocities.com/gpizarro1977/rtwiki/search.gif screenshot]. It's screenshot from old version.<br />
<br />
== Changing display format ==<br />
<br />
You may also alter the number of search results returned per page, how the results are sorted, and how often the page is refreshed. Click the Search button when you're done.<br />
<br />
To bookmark a search so you can return to the results later:<br />
<br />
* click Bookmarkable URL for this search<br />
* add the page to your Bookmarks, Favorites, or whatever applies for your browser<br />
<br />
To clear previous search results and start a new search:<br />
<br />
* click New Search in the left side navigation bar<br />
<br />
= Saving Searches =<br />
<br />
After you've added all of the criteria you want for a query, before clicking search, first select where you'd like to save this search (the "Privacy" pulldown). You can save for only yourself "My Saved Searches", or for a group you are a member of "Group A's saved searches". Type in the description, then click save. Later, you can load the query from the "Load saved search" pulldown. You must have the correct permissions to show saved searches and to edit them.<br />
<br />
----<br />
<br />
Up: [[ManualUsingWebInterface]]<br />
[[Category:RT User Manual]]</div>Maureenhttps://rt-wiki.bestpractical.com/index.php?title=ManualSearchTickets&diff=26808ManualSearchTickets2019-03-20T16:12:24Z<p>Maureen: </p>
<hr />
<div>Up: [[ManualUsingWebInterface]]<br />
<br />
----<br />
<br />
= Introduction =<br />
<br />
RT comes with several interfaces to search for tickets: queue list, simple search, and the query builder search.<br />
<br />
Searches can be saved, shared between groups, placed on the home page, bookmarked in the browser, used in charts or even emailed within [[ManualDashboards|Dashboards]].<br />
<br />
= Queue List =<br />
<br />
[[File:Queue-List.png|Queue List portlet|thumb|500px]]<br />
<br />
The Queue List is a portlet that you can see on the home page, by default. This is a table where rows are queues you can see and columns are active statuses, each cell of the table shows number of tickets.<br />
<br />
Queue name and each number in this table is clickable, so you can jump to a page with search results.<br />
<br />
= Simple search =<br />
<br />
Simple search is an input box in the upper right corner of all pages. You can also run a "Simple Search" by clicking on Search -> Tickets -> Simple Search from the top navigation bar, that leads to the simple search page with some hints.<br />
<br />
This search allows you to use some magic, for example you can type in a ticket id, and jump directly to that ticket. Check out [[ManualSimpleSearch]].<br />
<br />
= Advanced search =<br />
<br />
More advanced ticket search is available by clicking Search -> Tickets -> New Search in the menu. This is a query builder with many fields listed for you to build your searches.<br />
<br />
It is fairly intuitive, but there are some features worth noting:<br />
<br />
* Searches, by default, are sticky. That is, if you return to the Search page during a session, it will display the most recent search (unless you click on the "New Search" link again in the main menu).<br />
* Searches are, by default, limited. You can walk by pages or unlimit them.<br />
* Searches are iterative - you build them up. If you search for tickets owned by Jane, then search for open tickets, you'll get open tickets owned by Jane.<br />
* When RT displays a ticket that is part of the current search, it will also display Previous, Next, First, and Last links for navigating through the matching tickets.<br />
<br />
If you get too many results, you can still pinpoint what you need by searching again to narrow the results down.<br />
<br />
You can search by id, ticket subject, queue, status, SLA, owner, requestor, group, time fields, date fields, priority, and/or links. For instance, you could search for tickets you own by selecting your own name from the Owner drop-down menu, or search for only high priority tickets.<br />
<br />
== Relative Date Searching ==<br />
<br />
Consider needing a bookmarkable search which lists what you've resolved in the last month or what is due in the next week. Manually entered dates make the search outdated soon after creation. The perl module that RT uses allows for some relative date/time phrases.<br />
<br />
NOTE: See the [http://search.cpan.org/author/MUIR/Time-modules-2003.0211/lib/Time/ParseDate.pm Time::ParseDate man page] for more options<br />
<br />
Examples:<br />
<br />
Tickets resolved in the last month<br />
<br />
Resolved -&gt; After -&gt; -1 month<br />
<br />
<br />
Tickets created in the last week<br />
<br />
Created -&gt; After -&gt; -1 week<br />
<br />
<br />
Tickets due in the next week<br />
<br />
Due -&gt; After -&gt; Today AND Due -&gt; Before -&gt; +1 week<br />
<br />
<br />
Tickets created between an hour and three hours ago<br />
<br />
Created -&gt; After -&gt; -1 hour AND Created -&gt; After -&gt; -3 hour<br />
<br />
<br />
== Advanced Search vs. other searches ==<br />
<br />
[[File:Query-Builder.png|Search Tickets with the Query Builder|thumb|500px]]<br />
<br />
Most interfaces that simplify search, like queue list and simple searches, at the end generate a query using special syntax and redirect you to results page that is part of advanced search. So you can click 'Edit Search' from the top submenu and refine it with more conditions or "Advanced" to write out the search query explicitly.<br />
<br />
= Search results =<br />
<br />
Search results looks like on the following [http://es.geocities.com/gpizarro1977/rtwiki/search.gif screenshot]. It's screenshot from old version.<br />
<br />
== Changing display format ==<br />
<br />
You may also alter the number of search results returned per page, how the results are sorted, and how often the page is refreshed. Click the Search button when you're done.<br />
<br />
To bookmark a search so you can return to the results later:<br />
<br />
* click Bookmarkable URL for this search<br />
* add the page to your Bookmarks, Favorites, or whatever applies for your browser<br />
<br />
To clear previous search results and start a new search:<br />
<br />
* click New Search in the left side navigation bar<br />
<br />
= Saving Searches =<br />
<br />
After you've added all of the criteria you want for a query, before clicking search, first select where you'd like to save this search (the "Privacy" pulldown). You can save for only yourself "My Saved Searches", or for a group you are a member of "Group A's saved searches". Type in the description, then click save. Later, you can load the query from the "Load saved search" pulldown. You must have the correct permissions to show saved searches and to edit them.<br />
<br />
----<br />
<br />
Up: [[ManualUsingWebInterface]]<br />
[[Category:RT User Manual]]</div>Maureenhttps://rt-wiki.bestpractical.com/index.php?title=ManualSearchTickets&diff=26807ManualSearchTickets2019-03-20T15:59:26Z<p>Maureen: </p>
<hr />
<div>Up: [[ManualUsingWebInterface]]<br />
<br />
----<br />
<br />
= Introduction =<br />
<br />
RT comes with several interfaces to search for tickets: queue list, simple search, and the query builder search.<br />
<br />
Searches can be saved, shared between groups, placed on the home page, bookmarked in the browser, used in charts or even emailed within [[ManualDashboards|Dashboards]].<br />
<br />
= Queue List =<br />
<br />
[[File:Queue-List.png|Queue List portlet|thumb|500px]]<br />
<br />
The Queue List is a portlet that you can see on the home page, by default. This is a table where rows are queues you can see and columns are active statuses, each cell of the table shows number of tickets.<br />
<br />
Queue name and each number in this table is clickable, so you can jump to a page with search results.<br />
<br />
= Simple search =<br />
<br />
Simple search is an input box in the upper right corner of all pages. You can also run a "Simple Search" by clicking on Search -> Tickets -> Simple Search from the top navigation bar, that leads to the simple search page with some hints.<br />
<br />
This search allows you to use some magic, for example you can type in a ticket id, and jump directly to that ticket. Check out [[ManualSimpleSearch]].<br />
<br />
= Advanced search =<br />
<br />
'''NOTE''' This information is heavily based on RT 3.0 where query builder was different than in newer versions.<br />
<br />
More advanced ticket search is available by clicking Tickets in the menu. This is a query builder with many fields listed for you to build your searches.<br />
<br />
It is fairly intuitive, but there are some features worth noting:<br />
<br />
* Searches, by default, are sticky. That is, if you return to the Search page during a session, it will display the most recent search (unless you click on the "new query" link).<br />
* Searches are, by default, limited. You can walk by pages or unlimit them.<br />
* Searches are iterative - you build them up. If you search for tickets owned by Jane, then search for open tickets, you'll get open tickets owned by Jane.<br />
* When RT displays a ticket that is part of the current search, it will also display Previous, Next, First, and Last links for navigating through the matching tickets.<br />
<br />
If you get too many results, you can still pinpoint what you need by searching again to narrow the results down.<br />
<br />
You can search by owner, requestor email address, ticket subject, queue, priority, attachment, and/or status. For instance, you could search for tickets you own by selecting your own name from the Owner drop-down menu, or search for only high priority tickets.<br />
<br />
== Relative Date Searching ==<br />
<br />
Consider needing a bookmarkable search which lists what you've resolved in the last month or what is due in the next week. Manually entered dates make the search outdated soon after creation. The perl module that RT uses allows for some relative date/time phrases.<br />
<br />
NOTE: See the [http://search.cpan.org/author/MUIR/Time-modules-2003.0211/lib/Time/ParseDate.pm Time::ParseDate man page] for more options<br />
<br />
Examples:<br />
<br />
Tickets resolved in the last month<br />
<br />
Resolved -&gt; After -&gt; -1 month<br />
<br />
<br />
Tickets created in the last week<br />
<br />
Created -&gt; After -&gt; -1 week<br />
<br />
<br />
Tickets due in the next week<br />
<br />
Due -&gt; After -&gt; Today AND Due -&gt; Before -&gt; +1 week<br />
<br />
<br />
Tickets created between an hour and three hours ago<br />
<br />
Created -&gt; After -&gt; -1 hour AND Created -&gt; After -&gt; -3 hour<br />
<br />
<br />
== Advanced Search vs. other searches ==<br />
<br />
Most interfaces that simplify search, like quick and simple searches, at the end generate a query using special syntax and redirect you to results page that is part of advanced search. So you can click 'Edit Search' in the UI and refine it with more conditions.<br />
<br />
= Search results =<br />
<br />
Search results looks like on the following [http://es.geocities.com/gpizarro1977/rtwiki/search.gif screenshot]. It's screenshot from old version.<br />
<br />
== Changing display format ==<br />
<br />
You may also alter the number of search results returned per page, how the results are sorted, and how often the page is refreshed. Click the Search button when you're done.<br />
<br />
To bookmark a search so you can return to the results later:<br />
<br />
* click Bookmarkable URL for this search<br />
* add the page to your Bookmarks, Favorites, or whatever applies for your browser<br />
<br />
To clear previous search results and start a new search:<br />
<br />
* click New Search in the left side navigation bar<br />
<br />
= Saving Searches =<br />
<br />
After you've added all of the criteria you want for a query, before clicking search, first select where you'd like to save this search (the "Privacy" pulldown). You can save for only yourself "My Saved Searches", or for a group you are a member of "Group A's saved searches". Type in the description, then click save. Later, you can load the query from the "Load saved search" pulldown. You must have the correct permissions to show saved searches and to edit them.<br />
<br />
----<br />
<br />
Up: [[ManualUsingWebInterface]]<br />
[[Category:RT User Manual]]</div>Maureenhttps://rt-wiki.bestpractical.com/index.php?title=ManualSearchTickets&diff=26806ManualSearchTickets2019-03-20T15:56:47Z<p>Maureen: </p>
<hr />
<div>Up: [[ManualUsingWebInterface]]<br />
<br />
----<br />
<br />
= Introduction =<br />
<br />
RT comes with several interfaces to search for tickets: queue list, simple search, and the query builder search.<br />
<br />
Searches can be saved, shared between groups, placed on the home page, bookmarked in the browser, used in charts or even emailed within [[ManualDashboards|Dashboards]].<br />
<br />
= Queue List =<br />
<br />
[[File:Queue-List.png|Queue List portlet|thumb|500px]]<br />
<br />
The Queue List is a portlet that you can see on the home page, by default. This is a table where rows are queues you can see and columns are active statuses, each cell of the table shows number of tickets.<br />
<br />
Queue name and each number in this table is clickable, so you can jump to a page with search results.<br />
<br />
= Simple search =<br />
<br />
Simple search is an input box in the upper right of all pages, there is "Search" button next to the box. There is "Simple Search" button in the menu, as well, that leads to the simple search page with some hints.<br />
<br />
This search allows you to use some magic, for example you can type in a ticket number, and jump directly to that ticket. Check out [[ManualSimpleSearch]].<br />
<br />
= Advanced search =<br />
<br />
'''NOTE''' This information is heavily based on RT 3.0 where query builder was different than in newer versions.<br />
<br />
More advanced ticket search is available by clicking Tickets in the menu. This is a query builder with many fields listed for you to build your searches.<br />
<br />
It is fairly intuitive, but there are some features worth noting:<br />
<br />
* Searches, by default, are sticky. That is, if you return to the Search page during a session, it will display the most recent search (unless you click on the "new query" link).<br />
* Searches are, by default, limited. You can walk by pages or unlimit them.<br />
* Searches are iterative - you build them up. If you search for tickets owned by Jane, then search for open tickets, you'll get open tickets owned by Jane.<br />
* When RT displays a ticket that is part of the current search, it will also display Previous, Next, First, and Last links for navigating through the matching tickets.<br />
<br />
If you get too many results, you can still pinpoint what you need by searching again to narrow the results down.<br />
<br />
You can search by owner, requestor email address, ticket subject, queue, priority, attachment, and/or status. For instance, you could search for tickets you own by selecting your own name from the Owner drop-down menu, or search for only high priority tickets.<br />
<br />
== Relative Date Searching ==<br />
<br />
Consider needing a bookmarkable search which lists what you've resolved in the last month or what is due in the next week. Manually entered dates make the search outdated soon after creation. The perl module that RT uses allows for some relative date/time phrases.<br />
<br />
NOTE: See the [http://search.cpan.org/author/MUIR/Time-modules-2003.0211/lib/Time/ParseDate.pm Time::ParseDate man page] for more options<br />
<br />
Examples:<br />
<br />
Tickets resolved in the last month<br />
<br />
Resolved -&gt; After -&gt; -1 month<br />
<br />
<br />
Tickets created in the last week<br />
<br />
Created -&gt; After -&gt; -1 week<br />
<br />
<br />
Tickets due in the next week<br />
<br />
Due -&gt; After -&gt; Today AND Due -&gt; Before -&gt; +1 week<br />
<br />
<br />
Tickets created between an hour and three hours ago<br />
<br />
Created -&gt; After -&gt; -1 hour AND Created -&gt; After -&gt; -3 hour<br />
<br />
<br />
== Advanced Search vs. other searches ==<br />
<br />
Most interfaces that simplify search, like quick and simple searches, at the end generate a query using special syntax and redirect you to results page that is part of advanced search. So you can click 'Edit Search' in the UI and refine it with more conditions.<br />
<br />
= Search results =<br />
<br />
Search results looks like on the following [http://es.geocities.com/gpizarro1977/rtwiki/search.gif screenshot]. It's screenshot from old version.<br />
<br />
== Changing display format ==<br />
<br />
You may also alter the number of search results returned per page, how the results are sorted, and how often the page is refreshed. Click the Search button when you're done.<br />
<br />
To bookmark a search so you can return to the results later:<br />
<br />
* click Bookmarkable URL for this search<br />
* add the page to your Bookmarks, Favorites, or whatever applies for your browser<br />
<br />
To clear previous search results and start a new search:<br />
<br />
* click New Search in the left side navigation bar<br />
<br />
= Saving Searches =<br />
<br />
After you've added all of the criteria you want for a query, before clicking search, first select where you'd like to save this search (the "Privacy" pulldown). You can save for only yourself "My Saved Searches", or for a group you are a member of "Group A's saved searches". Type in the description, then click save. Later, you can load the query from the "Load saved search" pulldown. You must have the correct permissions to show saved searches and to edit them.<br />
<br />
----<br />
<br />
Up: [[ManualUsingWebInterface]]<br />
[[Category:RT User Manual]]</div>Maureenhttps://rt-wiki.bestpractical.com/index.php?title=ManualSearchTickets&diff=26805ManualSearchTickets2019-03-20T15:56:37Z<p>Maureen: </p>
<hr />
<div>Up: [[ManualUsingWebInterface]]<br />
<br />
----<br />
<br />
= Introduction =<br />
<br />
RT comes with several interfaces to search for tickets: queue list, simple search, and the query builder search.<br />
<br />
Searches can be saved, shared between groups, placed on the home page, bookmarked in the browser, used in charts or even emailed within [[ManualDashboards|Dashboards]].<br />
<br />
= Queue list =<br />
<br />
[[File:Queue-List.png|Queue List portlet|thumb|500px]]<br />
<br />
The Queue List is a portlet that you can see on the home page, by default. This is a table where rows are queues you can see and columns are active statuses, each cell of the table shows number of tickets.<br />
<br />
Queue name and each number in this table is clickable, so you can jump to a page with search results.<br />
<br />
= Simple search =<br />
<br />
Simple search is an input box in the upper right of all pages, there is "Search" button next to the box. There is "Simple Search" button in the menu, as well, that leads to the simple search page with some hints.<br />
<br />
This search allows you to use some magic, for example you can type in a ticket number, and jump directly to that ticket. Check out [[ManualSimpleSearch]].<br />
<br />
= Advanced search =<br />
<br />
'''NOTE''' This information is heavily based on RT 3.0 where query builder was different than in newer versions.<br />
<br />
More advanced ticket search is available by clicking Tickets in the menu. This is a query builder with many fields listed for you to build your searches.<br />
<br />
It is fairly intuitive, but there are some features worth noting:<br />
<br />
* Searches, by default, are sticky. That is, if you return to the Search page during a session, it will display the most recent search (unless you click on the "new query" link).<br />
* Searches are, by default, limited. You can walk by pages or unlimit them.<br />
* Searches are iterative - you build them up. If you search for tickets owned by Jane, then search for open tickets, you'll get open tickets owned by Jane.<br />
* When RT displays a ticket that is part of the current search, it will also display Previous, Next, First, and Last links for navigating through the matching tickets.<br />
<br />
If you get too many results, you can still pinpoint what you need by searching again to narrow the results down.<br />
<br />
You can search by owner, requestor email address, ticket subject, queue, priority, attachment, and/or status. For instance, you could search for tickets you own by selecting your own name from the Owner drop-down menu, or search for only high priority tickets.<br />
<br />
== Relative Date Searching ==<br />
<br />
Consider needing a bookmarkable search which lists what you've resolved in the last month or what is due in the next week. Manually entered dates make the search outdated soon after creation. The perl module that RT uses allows for some relative date/time phrases.<br />
<br />
NOTE: See the [http://search.cpan.org/author/MUIR/Time-modules-2003.0211/lib/Time/ParseDate.pm Time::ParseDate man page] for more options<br />
<br />
Examples:<br />
<br />
Tickets resolved in the last month<br />
<br />
Resolved -&gt; After -&gt; -1 month<br />
<br />
<br />
Tickets created in the last week<br />
<br />
Created -&gt; After -&gt; -1 week<br />
<br />
<br />
Tickets due in the next week<br />
<br />
Due -&gt; After -&gt; Today AND Due -&gt; Before -&gt; +1 week<br />
<br />
<br />
Tickets created between an hour and three hours ago<br />
<br />
Created -&gt; After -&gt; -1 hour AND Created -&gt; After -&gt; -3 hour<br />
<br />
<br />
== Advanced Search vs. other searches ==<br />
<br />
Most interfaces that simplify search, like quick and simple searches, at the end generate a query using special syntax and redirect you to results page that is part of advanced search. So you can click 'Edit Search' in the UI and refine it with more conditions.<br />
<br />
= Search results =<br />
<br />
Search results looks like on the following [http://es.geocities.com/gpizarro1977/rtwiki/search.gif screenshot]. It's screenshot from old version.<br />
<br />
== Changing display format ==<br />
<br />
You may also alter the number of search results returned per page, how the results are sorted, and how often the page is refreshed. Click the Search button when you're done.<br />
<br />
To bookmark a search so you can return to the results later:<br />
<br />
* click Bookmarkable URL for this search<br />
* add the page to your Bookmarks, Favorites, or whatever applies for your browser<br />
<br />
To clear previous search results and start a new search:<br />
<br />
* click New Search in the left side navigation bar<br />
<br />
= Saving Searches =<br />
<br />
After you've added all of the criteria you want for a query, before clicking search, first select where you'd like to save this search (the "Privacy" pulldown). You can save for only yourself "My Saved Searches", or for a group you are a member of "Group A's saved searches". Type in the description, then click save. Later, you can load the query from the "Load saved search" pulldown. You must have the correct permissions to show saved searches and to edit them.<br />
<br />
----<br />
<br />
Up: [[ManualUsingWebInterface]]<br />
[[Category:RT User Manual]]</div>Maureenhttps://rt-wiki.bestpractical.com/index.php?title=ManualSearchTickets&diff=26804ManualSearchTickets2019-03-20T15:53:35Z<p>Maureen: </p>
<hr />
<div>Up: [[ManualUsingWebInterface]]<br />
<br />
----<br />
<br />
= Introduction =<br />
<br />
RT comes with several interfaces to search for tickets: queue list, simple search, and the query builder search.<br />
<br />
Searches can be saved, shared between groups, placed on the home page, bookmarked in the browser, used in charts or even emailed within [[ManualDashboards|Dashboards]].<br />
<br />
= Quick search =<br />
<br />
Quick search is a box that you can see on the home page, by default. This is a table where rows are queues you can see and columns are active statuses, each cell of the table shows number of tickets.<br />
<br />
Queue name and each number in this table is clickable, so you can jump to a page with search results.<br />
<br />
= Simple search =<br />
<br />
Simple search is an input box in the upper right of all pages, there is "Search" button next to the box. There is "Simple Search" button in the menu, as well, that leads to the simple search page with some hints.<br />
<br />
This search allows you to use some magic, for example you can type in a ticket number, and jump directly to that ticket. Check out [[ManualSimpleSearch]].<br />
<br />
= Advanced search =<br />
<br />
'''NOTE''' This information is heavily based on RT 3.0 where query builder was different than in newer versions.<br />
<br />
More advanced ticket search is available by clicking Tickets in the menu. This is a query builder with many fields listed for you to build your searches.<br />
<br />
It is fairly intuitive, but there are some features worth noting:<br />
<br />
* Searches, by default, are sticky. That is, if you return to the Search page during a session, it will display the most recent search (unless you click on the "new query" link).<br />
* Searches are, by default, limited. You can walk by pages or unlimit them.<br />
* Searches are iterative - you build them up. If you search for tickets owned by Jane, then search for open tickets, you'll get open tickets owned by Jane.<br />
* When RT displays a ticket that is part of the current search, it will also display Previous, Next, First, and Last links for navigating through the matching tickets.<br />
<br />
If you get too many results, you can still pinpoint what you need by searching again to narrow the results down.<br />
<br />
You can search by owner, requestor email address, ticket subject, queue, priority, attachment, and/or status. For instance, you could search for tickets you own by selecting your own name from the Owner drop-down menu, or search for only high priority tickets.<br />
<br />
== Relative Date Searching ==<br />
<br />
Consider needing a bookmarkable search which lists what you've resolved in the last month or what is due in the next week. Manually entered dates make the search outdated soon after creation. The perl module that RT uses allows for some relative date/time phrases.<br />
<br />
NOTE: See the [http://search.cpan.org/author/MUIR/Time-modules-2003.0211/lib/Time/ParseDate.pm Time::ParseDate man page] for more options<br />
<br />
Examples:<br />
<br />
Tickets resolved in the last month<br />
<br />
Resolved -&gt; After -&gt; -1 month<br />
<br />
<br />
Tickets created in the last week<br />
<br />
Created -&gt; After -&gt; -1 week<br />
<br />
<br />
Tickets due in the next week<br />
<br />
Due -&gt; After -&gt; Today AND Due -&gt; Before -&gt; +1 week<br />
<br />
<br />
Tickets created between an hour and three hours ago<br />
<br />
Created -&gt; After -&gt; -1 hour AND Created -&gt; After -&gt; -3 hour<br />
<br />
<br />
== Advanced Search vs. other searches ==<br />
<br />
Most interfaces that simplify search, like quick and simple searches, at the end generate a query using special syntax and redirect you to results page that is part of advanced search. So you can click 'Edit Search' in the UI and refine it with more conditions.<br />
<br />
= Search results =<br />
<br />
Search results looks like on the following [http://es.geocities.com/gpizarro1977/rtwiki/search.gif screenshot]. It's screenshot from old version.<br />
<br />
== Changing display format ==<br />
<br />
You may also alter the number of search results returned per page, how the results are sorted, and how often the page is refreshed. Click the Search button when you're done.<br />
<br />
To bookmark a search so you can return to the results later:<br />
<br />
* click Bookmarkable URL for this search<br />
* add the page to your Bookmarks, Favorites, or whatever applies for your browser<br />
<br />
To clear previous search results and start a new search:<br />
<br />
* click New Search in the left side navigation bar<br />
<br />
= Saving Searches =<br />
<br />
After you've added all of the criteria you want for a query, before clicking search, first select where you'd like to save this search (the "Privacy" pulldown). You can save for only yourself "My Saved Searches", or for a group you are a member of "Group A's saved searches". Type in the description, then click save. Later, you can load the query from the "Load saved search" pulldown. You must have the correct permissions to show saved searches and to edit them.<br />
<br />
----<br />
<br />
Up: [[ManualUsingWebInterface]]<br />
[[Category:RT User Manual]]</div>Maureenhttps://rt-wiki.bestpractical.com/index.php?title=ManualSearchTickets&diff=26803ManualSearchTickets2019-03-20T15:53:02Z<p>Maureen: </p>
<hr />
<div>Up: [[ManualUsingWebInterface]]<br />
<br />
----<br />
<br />
= Introduction =<br />
<br />
RT comes with several interfaces to search for tickets: quick search, simple search, and the query builder search.<br />
<br />
Searches can be saved, shared between groups, placed on the home page, bookmarked in the browser, used in charts or even emailed within [[ManualDashboards|Dashboards]].<br />
<br />
= Quick search =<br />
<br />
Quick search is a box that you can see on the home page, by default. This is a table where rows are queues you can see and columns are active statuses, each cell of the table shows number of tickets.<br />
<br />
Queue name and each number in this table is clickable, so you can jump to a page with search results.<br />
<br />
= Simple search =<br />
<br />
Simple search is an input box in the upper right of all pages, there is "Search" button next to the box. There is "Simple Search" button in the menu, as well, that leads to the simple search page with some hints.<br />
<br />
This search allows you to use some magic, for example you can type in a ticket number, and jump directly to that ticket. Check out [[ManualSimpleSearch]].<br />
<br />
= Advanced search =<br />
<br />
'''NOTE''' This information is heavily based on RT 3.0 where query builder was different than in newer versions.<br />
<br />
More advanced ticket search is available by clicking Tickets in the menu. This is a query builder with many fields listed for you to build your searches.<br />
<br />
It is fairly intuitive, but there are some features worth noting:<br />
<br />
* Searches, by default, are sticky. That is, if you return to the Search page during a session, it will display the most recent search (unless you click on the "new query" link).<br />
* Searches are, by default, limited. You can walk by pages or unlimit them.<br />
* Searches are iterative - you build them up. If you search for tickets owned by Jane, then search for open tickets, you'll get open tickets owned by Jane.<br />
* When RT displays a ticket that is part of the current search, it will also display Previous, Next, First, and Last links for navigating through the matching tickets.<br />
<br />
If you get too many results, you can still pinpoint what you need by searching again to narrow the results down.<br />
<br />
You can search by owner, requestor email address, ticket subject, queue, priority, attachment, and/or status. For instance, you could search for tickets you own by selecting your own name from the Owner drop-down menu, or search for only high priority tickets.<br />
<br />
== Relative Date Searching ==<br />
<br />
Consider needing a bookmarkable search which lists what you've resolved in the last month or what is due in the next week. Manually entered dates make the search outdated soon after creation. The perl module that RT uses allows for some relative date/time phrases.<br />
<br />
NOTE: See the [http://search.cpan.org/author/MUIR/Time-modules-2003.0211/lib/Time/ParseDate.pm Time::ParseDate man page] for more options<br />
<br />
Examples:<br />
<br />
Tickets resolved in the last month<br />
<br />
Resolved -&gt; After -&gt; -1 month<br />
<br />
<br />
Tickets created in the last week<br />
<br />
Created -&gt; After -&gt; -1 week<br />
<br />
<br />
Tickets due in the next week<br />
<br />
Due -&gt; After -&gt; Today AND Due -&gt; Before -&gt; +1 week<br />
<br />
<br />
Tickets created between an hour and three hours ago<br />
<br />
Created -&gt; After -&gt; -1 hour AND Created -&gt; After -&gt; -3 hour<br />
<br />
<br />
== Advanced Search vs. other searches ==<br />
<br />
Most interfaces that simplify search, like quick and simple searches, at the end generate a query using special syntax and redirect you to results page that is part of advanced search. So you can click 'Edit Search' in the UI and refine it with more conditions.<br />
<br />
= Search results =<br />
<br />
Search results looks like on the following [http://es.geocities.com/gpizarro1977/rtwiki/search.gif screenshot]. It's screenshot from old version.<br />
<br />
== Changing display format ==<br />
<br />
You may also alter the number of search results returned per page, how the results are sorted, and how often the page is refreshed. Click the Search button when you're done.<br />
<br />
To bookmark a search so you can return to the results later:<br />
<br />
* click Bookmarkable URL for this search<br />
* add the page to your Bookmarks, Favorites, or whatever applies for your browser<br />
<br />
To clear previous search results and start a new search:<br />
<br />
* click New Search in the left side navigation bar<br />
<br />
= Saving Searches =<br />
<br />
After you've added all of the criteria you want for a query, before clicking search, first select where you'd like to save this search (the "Privacy" pulldown). You can save for only yourself "My Saved Searches", or for a group you are a member of "Group A's saved searches". Type in the description, then click save. Later, you can load the query from the "Load saved search" pulldown. You must have the correct permissions to show saved searches and to edit them.<br />
<br />
----<br />
<br />
Up: [[ManualUsingWebInterface]]<br />
[[Category:RT User Manual]]</div>Maureenhttps://rt-wiki.bestpractical.com/index.php?title=ManualBasicAdministration&diff=26802ManualBasicAdministration2019-03-20T15:41:54Z<p>Maureen: </p>
<hr />
<div>Prev: [[ManualEmailConfig]] --- Up: [[UserManual]] --- Next: [[ManualUsingWebInterface]]<br />
<br />
----<br />
<br />
= CONFIGURE RT =<br />
<br />
You have now installed RT. But just installing it isn't enough. You have to configure it for your environment as well.<br />
<br />
Until you configure RT, RT will not be able to send or receive email, nor will it be more than marginally functional. This is not an optional step. RT has many configuration options, and you should read [[ManualAdministration]] for a broader view, but here's a quick guide to things you should probably look at.<br />
<br />
== CREATE USERS ==<br />
<br />
In its default configuration, RT uses an internal users database to keep track of who can access RT and who has which rights within the system. One of your first tasks should be to create users for anyone who will need to work with tickets within RT. Login as 'root' with password as 'password'.<br />
<br />
Admin -> Users -> Create<br />
<br />
<br />
For more details, see 'Users: Creating a user' in [[ManualAdministration#CREATING_A_USER|ManualAdministration]].<br />
<br />
== GRANT USER RIGHTS ==<br />
<br />
RT provides a rich access control system that allows rights to be granted to groups, individual users and users in specific roles.<br />
<br />
To allow arbitrary remote users to submit tickets into a given queue by email, grant the system group Everyone the following rights by:<br />
<br />
Admin -> Queues -> [select a Queue] -> Group Rights<br />
<br />
* [[CommentOnTicket]]<br />
* [[CreateTicket]]<br />
* [[ReplyToTicket]]<br />
* [[SeeQueue]]<br />
<br />
If you intend to let ticket requestors use the Self Service web interface, you should grant the role of Requestor the right Show Ticket.<br />
<br />
To make sure your staff can work with tickets, you should grant them all the following additional rights:<br />
<br />
* [[ShowTicket]]<br />
* [[ShowTicketComments]]<br />
* [[Watch]]<br />
* [[WatchAsAdminCc]]<br />
* [[OwnTicket]]<br />
* [[ModifyTicket]]<br />
<br />
For more details, see Users: Granting user rights in [[ManualAdministration#GRANTING_USER_RIGHTS|ManualAdministration]].<br />
<br />
== CREATE QUEUES ==<br />
<br />
By default, RT has one queue called 'General'. You might want to change the values for this.<br />
<br />
Admin -> Queues -> Select -> [select General]<br />
<br />
<br />
You can even change its name, if you want, but if you do, make sure that your incoming mail aliases match it.<br />
<br />
To create a new queue:<br />
<br />
Admin -> Queues -> Create<br />
<br />
<br />
For more details, see Queues in [[ManualAdministration#QUEUES|ManualAdministration]].<br />
<br />
== SET UP SCRIPS ==<br />
<br />
The default global Scrips installed with RT 4.4 are:<br />
<br />
* On Create, Autoreply to Requestors with Global Template: Autoreply<br />
* On Create, Notify Owner and [[AdminCcs]] with Global Template: Transaction<br />
* On Create, Notify Ccs with Global Template: Correspondence<br />
* On Create, Notify Other Recipients with Global Template: Correspondence<br />
* On Correspond, Notify Owner and [[AdminCcs]] with Global Template: Admin Correspondence<br />
* On Correspond, Notify Requestors and Ccs with Global Template: Correspondence<br />
* On Correspond, Notify Other Recipients with Global Template: Correspondence<br />
* On Comment, Notify [[AdminCcs]] as Comment with Global Template: Admin Comment<br />
* On Comment, Notify Other Recipients as Comment with Global Template: Correspondence<br />
* On Resolve, Notify Requestors with Global Template: Resolved<br />
* On Correspond, Open Inactive Ticket with Global Template: Blank (this scrip replaces old built-in behavior that would automatically open tickets if privileged users replied to a new ticket or if anyone replied to a stalled or closed ticket.)<br />
* On Owner Change, Notify Owner with Global Template: Transaction<br />
* On transaction, add any tags in the transaction's subject to the ticket's subject with Global Template: Blank<br />
* On Forward Transaction, Send forwarded message with Global Template: Forward<br />
* On Forward Ticket, Send forwarded message with Global Template: Forward Ticket<br />
* Set starts date if needed according to SLA with Global Template: Blank<br />
* Set due date if needed according to SLA with Global Template: Blank<br />
<br />
For more details, see Scrips in [[ManualAdministration#SCRIPS_IN_QUEUES|ManualAdministration]] and [[ManualScrips]].<br />
<br />
----<br />
<br />
Prev: [[ManualEmailConfig]] --- Up: [[UserManual]] --- Next: [[ManualUsingWebInterface]]<br />
[[Category:RT User Manual]]</div>Maureenhttps://rt-wiki.bestpractical.com/index.php?title=ManualUsingWebInterface&diff=26799ManualUsingWebInterface2019-03-20T15:35:09Z<p>Maureen: </p>
<hr />
<div>Prev: [[ManualBasicAdministration]] --- Up: [[UserManual]] --- Next: [[ManualAdministration]]<br />
<br />
----<br />
<br />
RT has a web interface that works in just about every web browser - including screen readers for the blind - and is easy to use. How easy? You're about to find out. Remember, though, that RT is very configurable; if you're reading this to learn how to use a local installation at your site, remember that your administrator could have made changes that will make things look differently than they do here; don't let it throw you.<br />
<br />
RT has a powerful interface to create queries using [[TicketSQL]], a SQL-like syntax for searching tickets. The output format can also be configured. i.e. which columns to show. This can be configured using the query builder or a plain text input in advanced mode.<br />
<br />
If you see any unfamiliar terms in this chapter, look for them in the RT Concepts section of [[ManualIntroduction]], or in [[RTGlossary]].<br />
<br />
This manual is being updated to 4.4; we're going to snip out references to things that were markedly different in older -- particularly pre-4.x -- releases. If you have one of those... you '''really''' need to think about upgrading.<br />
<br />
= Logging In =<br />
<br />
Your administrator will tell you where your login page is, and what username and (usually) temporary password to use. The login screen looks like this:<br />
<br />
[[File:RT-Login.png|RT Login Page|thumb|500px]]<br />
<br />
Type your username in the Username text box, type your password in the Password text box, and then click the Login button, or hit ENTER.<br />
<br />
= Home Page =<br />
<br />
Immediately after logging in, you'll be looking at the home page, RT at a Glance.<br />
<br />
[[File:RT-at-a-Glance.png|RT at a Glance|thumb|500px]]<br />
<br />
'''NOTE:''' You'll find that many items are clickable hotlinks in the RT interface, such as ticket ids and queues, but the default interface configuration does not highlight these using the usual blue color or underline. Move your mouse around; things which are links will get an underline when you hover the mouse over them. Clicking on these items takes you pretty much where you might expect it would.<br />
<br />
Also, note that your installation may have been customized by the administrator, and because of that, things may be in different places than we describe here.<br />
<br />
= RT AT A GLANCE =<br />
<br />
Let's start with the center section of the page on the white background. This main part of the page, called "RT at a Glance", will contain a collection of panels, each of which can be minimized, and some of which can also be edited.<br />
<br />
By default, these are:<br />
<br />
== In the left column ==<br />
<br />
* 10 highest priority tickets I own: This section displays what you need to do. Each ticket will display its id, subject, queue, and status from this page. Click any ticket's id or description to display its basic information page (see also the [[ManualUsingWebInterface#Tickets_interface|Tickets interface]] section of this chapter).<br />
* 10 newest unowned tickets: Here you'll see the list of tickets which have been created, but not yet assigned to anyone, sorted with the newest ones at the top. Each ticket has an associated '''Take''' link which you can use to assign the ownership of the ticket to yourself, and start working on it.<br />
* Bookmarked tickets: Here is a facility where you can bookmark any ticket while you're looking at it, no matter its queue or owner, by clicking on an empty star in the top right corner of the page. Tickets you've bookmarked in this way will be displayed in this panel.<br />
* Quick Ticket Creation: This panel lets you enter the bare minimum of information about a new ticket, to create one quickly when necessary. If you need to enter more information about a new ticket, including things like [[CCs]], select a queue from the top submenu of the page, and click the "New Ticket In" button; this will give you the complete New Ticket screen.<br />
<br />
== In the right column ==<br />
<br />
* My Reminders - If you have set a reminder for yourself in a ticket. You will see the title of the reminder and which ticket it belongs to. Click on the Title of the reminder to follow it.<br />
* Queue List - This panel contains a list of all the queues you're permitted to access, logged in as the user you are. They're in alphabetical order, and show the number of New, Open and Stalled tickets.<br />
* Dashboards: The Dashboards panel (see [[ManualDashboards]]) will contain a list of any Dashboards which have been created for the entire RT installation, your user group, or your personally created dashboards.<br />
* Refresh: This pulldown menu, on the lower right side of the screen, lets you select whether the homepage is automatically refreshed or not. The default is no. Other options are refreshing the page every 2, 5, 10, 20, 60, and 120 minutes. Click the Go! button to select the displayed auto-refresh delay.<br />
<br />
== Top navigation bar ==<br />
<br />
This is the RT main menu. The options will expand into a menu tree as you select various tasks. Your current location in this tree will always be boldfaced. Some of these options may not be displayed if you do not have the appropriate rights.<br />
<br />
* Home: the home page: where you are now. You can always get back to the home page by clicking Home in the upper left of the screen. You can even click this if you're '''on''' the home page, as an easy Refresh link.<br />
* Search: clicking this brings you to the ticket search query builder page (see also [[ManualUsingWebInterface#Searching_for_tickets|Searching for tickets]]).<br />
* Reports: This allows you to quickly create reports on tickets Resolved by owner, Resolved in date range or Created in a date range. <br />
* Articles: clicking this takes you to Articles, RT's integrated knowledgebase.<br />
* Assets: Assets allow you to keep an inventory of items that can then be linked to tickets as needed<br />
* Tools: The options here allow you to view your daily progress, check your reminder and view any approvals you may need<br />
* Admin: This link takes administrators to the section of RT where they can configure users, queues and scrips, and make global setup changes to the installation.<br />
* Logged in as: This menu lets you configure RT for your personal tastes. You can also log out of RT here<br />
<br />
== Top submenu ==<br />
<br />
* New ticket in: Use this to quickly start creating a ticket (for more detail, see [[ManualUsingWebInterface#Creating_a_new_ticket|Creating a new ticket]]). Choose a queue from the drop-down menu and click the "New ticket in:" button to begin.<br />
* Search: type a search term in the text box and click the Search button to find tickets. This box can do some magic, for example you can type in a ticket id, and jump directly to that ticket. Check out [[ManualSimpleSearch]] for more on the magic and [[ManualSearchTickets]] for more ways to search tickets.<br />
<br />
= Tickets interface =<br />
<br />
The fundamental object in RT is the ticket; a ticket groups all of the information about, and transactions related to, an issue you're using RT to track.<br />
<br />
First, you should know some of the various ways to navigate to an existing ticket:<br />
<br />
* from the Home page, click a ticket subject under '''10 highest priority tickets I own''' or '''10 newest unowned tickets'''. Or, you can '''Take''' an unowned ticket, which has the extra side effect of assigning ownership to you.<br />
* search for a ticket, from the search box on the Home page or by clicking Search in the top navigation bar, then click on the ticket.<br />
* click a queue name on the Queue List panel and then click a ticket.<br />
* clicking a ticket's URL from within an email message.<br />
<br />
= Display =<br />
<br />
Any way you navigate to a ticket, you'll arrive at that ticket's Display page first.<br />
<br />
The Display view, the first of many possible views of the ticket, (see screenshot) provides an overview of the ticket.<br />
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[[File:Ticket-Display.png|Ticket Display Page|thumb|500px]]<br />
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Two panes come up on the Display view: Ticket Metadata on top, and History below.<br />
<br />
As you can see, it includes information like Basics, People, Reminders, Dates, and Links, each in it's own portlet.<br />
<br />
The id and subject of the ticket is above the top command bar.<br />
<br />
In the upper right corner of the main window, new tickets will offer by default (depending on user rights) the Actions: Reply, Comment, Forward, Open It, Resolve, Reject, Delete, Take, and Extract Article. Reply and Comment will be covered shortly, in the [[ManualUsingWebInterface#Replying_and_commenting|Replying and Commenting]] section. Resolve means to close a ticket because work on it is finished, Open will change a ticket's status to "open", Take makes you the ticket's owner, and Extract Article is part of RT's integration with the knowledgebase Articles.<br />
<br />
If anyone owns a ticket, the Take option disappears; likewise, once a ticket is resolved, the Resolve option disappears. If a resolved ticket is reopened with the Open It option, Open It disappears and Resolve reappears.<br />
<br />
The Display page sometimes has an Attachments portlet, which lists ticket attachments, organized by name and then by date.<br />
<br />
== History ==<br />
<br />
This panel on -- or separate view of -- the ticket shows everything that's ever happened to the ticket, including comments, replies, attachments and status and ownership changes.<br />
<br />
== Basics ==<br />
<br />
[[File:Ticket-Basics.png|Ticket Basics Page|thumb|500px]]<br />
<br />
This is where you change the ticket's subject, status, queue, owner, time estimated, time worked, time left, priority, and final priority. A ticket's subject is what it sounds like; "time estimated","time worked" and "time left" refer to the (total) number of minutes worked on this ticket only. If you're unclear on status, queue, owner, or priority, refer to [[ManualIntroduction#RT_concepts|RT Concepts]].<br />
<br />
After changing information on the Basics page (or any other), don't forget to click the Save Changes button.<br />
<br />
This is also the page where you can change values in a custom field. Your organization may create its own fields, and they come up on a ticket's Basics page. They work like any other field: you type things in them or select things from them. To create your own custom fields, see [[ManualAdministration]].<br />
<br />
== Dates ==<br />
<br />
[[ManualTicketDates]]<br />
<br />
== People ==<br />
<br />
To reach a ticket's People screen from within a ticket, click People on top submenu or, alternatively, click on the porlet's tab.<br />
<br />
This page deals with a ticket's owner, requestor, Cc(s), Admin Cc(s) and optionally, Custom Roles. To review these roles, see [[ManualIntroduction#RT_concepts|RT Concepts]].<br />
<br />
There are two ways to add a watcher. If you know a potential watcher's email address, you can add one directly. Otherwise, you can search for them, then add whoever you've found.<br />
<br />
To search for users before adding them as watchers:<br />
<ul><br />
# look under "Find people whose"<br />
# choose Username, Email, Name, or Organization from the first drop-down menu<br />
# choose matches, doesn't match, is, or isn't from the second drop-down menu<br />
# type your search term in the text box<br />
# click the Go! button<br />
</ul><br />
<br />
If RT finds a user, their username will appear in the Add new watchers area below. You've now found your user, and you're ready to configure them as a watcher.<br />
<br />
To search for groups before adding them as watchers:<br />
<ul><br />
# look under "Find group whose"<br />
# choose Name or Description from the first drop-down menu<br />
# choose matches, doesn't match, is, or isn't from the second drop-down menu<br />
# type your search term in the text box<br />
# click the Go! button<br />
</ul><br />
<br />
If RT finds a group, the group name will appear in the Add new watchers area. You've now found your group, and you're ready to configure it as a watcher.<br />
<br />
To add new watchers:<br />
<ul><br />
# locate the Add new watchers section of the page<br />
# for each watcher you're adding, choose Requestor, Cc, or [[AdminCC]] from the Type drop-down menu<br />
# type the new watcher's email address in the Email text box, if it's not already filled in<br />
# click the Save Changes button<br />
</ul><br />
<br />
For each email address, RT will search for an existing user to match it. If there is no match, RT will create a new unprivileged user.<br />
<br />
To remove a watcher:<br />
<ul><br />
# locate the Current Watchers section of the page<br />
# check the box next to the watcher(s) to delete<br />
# click the Save Changes button<br />
</ul><br />
<br />
To assign a ticket or change its owner:<br />
<ul><br />
# change Owner drop-down menu to the person of your choice<br />
# click the Save Changes button<br />
</ul><br />
<br />
To change a ticket's owner to yourself, click Take from within a ticket, this only works if the ticket was assigned to Nobody. Once a ticket is taken, the Take option disappears from the ticket's interface. If the ticket already has an owner, you can click "Steal" instead to own it. There is no intermediate "Are you sure you want to do this?" page, but if you wrongly take a ticket, you can always give it back.<br />
<br />
==Links ==<br />
<br />
Links in RT include Depends on, Depended on by, Parents, Children, Refers to, and Referred to by. If we just lost you, see [[ManualIntroduction#RT_concepts|RT Concepts]]. <br />
<br />
To reach a ticket's Links page, from within a ticket, click on the Links portlet tab or Links on the ticket submenu.<br />
<br />
You can add or delete links here, or merge duplicate tickets. In this screen shot, the links page for ticket #2, you'll see that ticket #2 is a child of parent ticket #3.<br />
<br />
[[File:Ticket-Links.png|Ticket Links Page|thumb|500px]]<br />
<br />
To merge two identical, duplicate tickets:<br />
<ul><br />
# look under Merge<br />
# enter only one ticket number in the Merge Into: text box<br />
# click the Submit button<br />
</ul><br />
<br />
If someone tries to use the ticket ID of a ticket you've merged into another one, RT automatically redirects to the correct, newly-merged ticket.<br />
<br />
To add a link (Depends on, Depended on by, Parents, Children, Refers to, Referred to by):<br />
<ul><br />
# look under New Links<br />
# enter ticket numbers (or other data) into the appropriate fields, separating multiple entries with spaces<br />
# click the Submit button<br />
</ul><br />
<br />
To delete a link:<br />
<ul><br />
# look under Current Links<br />
# check the box next to the link to delete<br />
# click the Submit button<br />
</ul><br />
<br />
To add a link to an Article, see [[ManualUsingWebInterface#Replying_and_commenting|Replying and Commenting]].<br />
<br />
== Jumbo ==<br />
<br />
This page shows editable versions of the Basics, Dates, People, and Links (and Custom Fields if added) screens on one page, plus Update Ticket fields for adding comments or replies. This screen is useful if you must modify several aspects of a ticket at once. Be sure to click the Save Changes button when you're done.<br />
<br />
= Common tasks =<br />
<br />
Now that you know your way around RT's web interface, there are probably many tasks you can figure out on your own. However, we wanted to make sure you had a step-by-step guide to the most important and common tasks such as using RT's search functionality and working with tickets.<br />
<br />
== Searching for tickets ==<br />
<br />
[[ManualSearchTickets]]<br />
<br />
== Creating a new ticket ==<br />
<br />
To create a new ticket, start by selecting its queue:<br />
<ul><br />
# from any page, select the queue of your choice from the "New ticket in" drop-down menu on the top right of the screen<br />
# click the New Ticket in button<br />
</ul><br />
[[File:Ticket-Create.png|Ticket Create Page|thumb|500px]]<br />
<br />
The next page will be the Create a new ticket page, defaulting to the Show basics view with the following fields:<br />
<br />
* Queue: this should already be filled in for you.<br />
* Status: generally, you'll leave this at the default, new. However, you might sometimes need to create a ticket to record a past occurrence or a problem that's already being worked on, so you might choose one of the other statuses from the drop-down menu.<br />
* Owner: you can give the ticket an owner or leave this blank and let someone claim it later.<br />
* You may also see some Custom Fields here if you created any and applied them to the queue<br />
* Requestors: the default email address will be yours. Fill in any others if needed.<br />
* Cc and Admin Cc: if you don't know what these are for, see [[ManualIntroduction#RT_concepts|RT Concepts]].<br />
* You may also see some Custom Roles here if you created any and applied them to the queue<br />
* Subject and Attach file should look familiar to most email users and work basically the same way.<br />
* Describe the issue below means you should explain why this ticket exists.<br />
<br />
If you click Details from the top submenu, you'll be brought to the optional but potentially useful fields Priority, Final Priority, Time Estimated, Time Worked, Time Left, fields for dates (Starts and Due), and fields for each link (Depends on, Depended on by, Parents, Children, Refers to, Referred to by). These, too, are explained in [[ManualIntroduction#RT_concepts|RT Concepts]].<br />
<br />
When you're done filling in fields, click the Create button to make the ticket.<br />
<br />
== Replying and commenting ==<br />
<br />
There are two ways you can respond to a ticket. By default, a reply is public and a comment is hidden from the requestor. Comments and replies are listed permanently under the ticket's History.<br />
<br />
To say something about a ticket, first make sure you are within one of the ticket's pages (Display, History, Basics...) then click Comment or Reply in the Actions menu at the upper right of the page. To quote the text of an existing comment or reply inline, click Reply or Comment next to an existing reply/comment, from within the ticket's History (see screenshot).<br />
<br />
[[File:Ticket-Txn.png|Reply, Comment or Forward in Ticket History|thumb|500px]]<br />
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On the resulting Ticket Update page, you'll see drop-down menus for Status and Owner. You probably won't need to change the defaults here.<br />
<br />
There will also be a text box for how many minutes the ticket has been worked on. Fill this in if you want to or if you are supposed to be logging your time.<br />
<br />
The Update Type drop-down menu will be automatically set to Comments (Not sent to requestors) or Response to requestors, depending on whether you clicked Comment or Reply as your first step. You can select the other option if you've changed your mind. As a visual aid, the message box will be yellow for comments and red for replies.<br />
<br />
As for the other fields, we'll assume you have a working knowledge of email. RT correspondence has some fields that should be familiar to email users, such as Subject, CC, BCC, Attachments, and Message. The Subject field may be automatically filled in with the name of the ticket.<br />
<br />
'''NOTE:''' email addresses in the CC and BCC fields of replies and comments will not automatically receive future updates.<br />
<br />
Enter your comment or reply in the Message field, and when everything's done, click the Submit button.<br />
<br />
You'll be brought back to the ticket's Display page, with a status message on top that says your comment or reply has been sent/recorded, or that there is a problem and it hasn't.<br />
<br />
To add a signature that will appear by default at the bottom of all your comments and replies:<br />
<ul><br />
# click Logged in as -> Settings -> About Me from the top navigation bar<br />
# type your (preferably short) signature in the Signature field<br />
# click the Save Preference<br />
</ul><br />
<br />
=== Reply and comment with Articles ===<br />
<br />
[[File:Ticket-Update-Articles.png|Add Articles to Reply/Comment|thumb|500px]]<br />
<br />
Articles is RT's knowledgebase system. If you are using Articles, you should know that when you reply to or comment on tickets in RT, you can search for and include (editable) Articles in the reply or comment. The ticket will now have a new link: Refers To (article of your choice). This screen shot shows the relevant part of the Reply or Comment screen, located above the Message box of the page:<br />
<br />
To find an Article to include in the reply or comment, enter a search term in the "Search for Articles matching" text box and click the Go button. Assuming there are search results, click the Go button next to the article you'd like to include.<br />
<br />
If you know the name or id of the article you'd like to include, enter it in the Include Article text box and click the Go button.<br />
<br />
== Modifying a ticket ==<br />
<br />
Listed alphabetically by item that could be changed:<br />
<br />
* dates:<br />
:# click on the Dates portlet or menu item on ticket display<br />
:# type the new date in the <code>Starts</code> or <code>Due</code> text box, <code>Started</code> and <code>Last Contact</code> can also be manually updated<br />
:# click the Save Changes button<br />
* history: a ticket's history cannot be changed.<br />
* owner:<br />
:# from within a ticket's People page, change <code>Owner</code> in drop-down menu to the person of your choice<br />
:# click the Save Changes button<br />
* priorities:<br />
:# from within a ticket's Basics page, type a new number in the <code>Priority</code>/<code>Final Priority</code> fields<br />
:# click the Save Changes button<br />
* queue:<br />
:# from within a ticket's Basics page, select a new item from the <code>Queue</code> drop-down menu<br />
:# click the Save Changes button<br />
:# '''NOTE:''' that when you change a ticket's queue, queue-specific values such as custom fields will disappear. They will not be deleted, but they will be hidden.<br />
* status:<br />
:# from within a ticket's Basics page, select a value from the <code>Status</code> drop-down menu<br />
:# click the Save Changes button<br />
* subject:<br />
:# from within a ticket's Basics page, type new data in the <code>Subject</code> field<br />
:# click the Save Changes button<br />
* time fields:<br />
:# from within a ticket's Basics page, type a new number in the <code>Time Estimated</code>/<code>Time Worked</code>/<code>Time Left</code> fields<br />
:# click the Save Changes button<br />
<br />
== Modifying people ==<br />
<br />
To assign a ticket or change its owner:<br />
<br />
:# from a ticket's People page, change Owner in drop-down menu to the person of your choice<br />
:# click the Save Changes button<br />
<br />
To add new watchers:<br />
<br />
:# from a ticket's People page, locate the "Add New Watchers" section of the page<br />
:# choose Requestor, Cc, AdminCc or any Custom Role from the Type drop-down menu<br />
:# type the new watcher's email address in the Email text box<br />
:# add up to two more watchers, for a total of up to three<br />
:# click the Save Changes button<br />
<br />
To remove a watcher:<br />
<br />
:# from a ticket's People page, locate the Current Watchers section of the page<br />
:# check the box next to the watcher(s) to delete<br />
:# click the Save Changes button<br />
<br />
== Modifying Links ==<br />
<br />
To add a link (Depends on, Depended on by, Parents, Children, Refers to, Referred to by):<br />
<br />
:# from within a ticket's Links page, look under New Links<br />
:# enter ticket ids (or other data) into the appropriate fields, separating multiple entries with spaces<br />
:# click the Save Changes button<br />
<br />
To delete a link:<br />
<br />
:# from within a ticket's Links page, look under Current Links<br />
:# check the box next to the link to delete<br />
:# click the Save Changes button<br />
<br />
To merge a duplicate ticket into an identical ticket:<br />
<br />
:# from within a ticket's Links page, look under Merge<br />
:# enter only one ticket id in the Merge Into: text box<br />
:# click the Save Changes button<br />
<br />
If someone tries to use the ticket ID of a ticket you've merged into another one, RT automatically redirects to the correct, newly-merged ticket. Merging tickets also merges all ticket data such as watchers, links, and history.<br />
<br />
== Updating many tickets at once ==<br />
<br />
Sometimes, you may need to make a change to several tickets at once. There's an easy way to do this:<br />
:# locate the tickets you want (see [[ManualUsingWebInterface#Searching_for_tickets|Searching for tickets]])<br />
:# from the results page, click "Bulk Update" from the top submenu<br />
:# you'll be sent to a Bulk ticket update page where you can add a comment or reply to all the tickets, or change the tickets' owner, requestors, Cc, Admin Cc, subject, priority, queue, status, and various date fields. The power!<br />
:# click the Update button<br />
<br />
== Resolving a ticket ==<br />
<br />
If a ticket has been completed and doesn't need any more work, you can resolve it by clicking Resolve in Actions menu of ticket's pages (Display, History, Basics...).<br />
<br />
This takes you to a comment form (see [[ManualUsingWebInterface#Replying_and_commenting|Replying and Commenting]]) but sets the Status drop-down menu to Resolved.<br />
<br />
You're encouraged to use the Message text box to explain why you're resolving the ticket.<br />
<br />
When you're done, click the Update Ticket button.<br />
<br />
You'll be brought to the ticket's Display page and told the comment has been recorded and ticket has been resolved (or not, if there is a problem).<br />
<br />
== Changing your own user information ==<br />
<br />
[[File:About-Me.png|About Me Page|thumb|500px]]<br />
<br />
To change your own name, email address, phone numbers, location, signature or password:<br />
<br />
:# in the upper right of the screen, click Logged in as -> Settings -> About Me<br />
:# type new information in the desired fields<br />
:# click the Save Preferences button<br />
<br />
'''NOTE:''' You'll need the right "ModifySelf" to view this page and make changes.<br />
<br />
== Groups ==<br />
<br />
Users can grant their rights to others by creating a group and delegating the rights to the members of that group. This is convenient if you're going on vacation or need to pass the buck for any reason.<br />
<br />
To view existing groups, go to Admin -> Groups -> Select -> [select group name]<br />
<br />
To make a new group:<br />
<br />
:# go to Admin -> Groups -> Create<br />
:# type your group's name and description in the <code>Name:</code> and <code>Description:</code> text boxes<br />
:# click the Create button<br />
<br />
To add members to a group:<br />
<br />
:# click the name of a group<br />
:# click Members from the top submenu<br />
:# select user(s) or group(s) from the Add members are<br />
:# click the Modify Members button<br />
<br />
To delete members from a group:<br />
<br />
:# click the name of a group<br />
:# click Members from the top submenu<br />
:# check the box next to the user(s) or group(s) to delete<br />
:# click the Modify Members button<br />
<br />
To change a group's name or description:<br />
<br />
:# click the name of a group<br />
:# make changes<br />
:# click the Save Changes button<br />
<br />
To disable a personal group:<br />
<br />
:# click the name of a group<br />
:# clear the Enabled checkbox<br />
:# click the Save Changes button<br />
<br />
Unlike disabled users and queues, disabled groups will still be visible in listings. That removes a step from the process of re-enabling them when necessary.<br />
<br />
To re-enable a group:<br />
<br />
:# click the name of a group<br />
:# check the Enabled checkbox<br />
:# click the Save Changes button<br />
<br />
== Rights ==<br />
[[File:Group-Rights.png|Group Rights Page|thumb|500px]]<br />
<br />
Once you have a group, you can grant rights.<br />
<br />
* In order to delegate rights, you'll need to have the right "ShowConfigTab", which allows you to view the Admin menu in the top navigation bar <br />
* If you've been granted a right globally, you can't delegate it for just one queue and vice versa.<br />
<br />
To grant rights to a group:<br />
<br />
:# go to Admin -> Global -> Group Rights<br />
:# on the left side of the page, select a system group, role, or user group listed, or search for a group under "Add Group"<br />
:# rights are grouped by "General Rights", "Rights for Staff" and "Rights for Administrators", these are suggested rights, but you may grant whichever from any of the tabs<br />
:# check the box(es) next to the right(s) you'd like to grant<br />
:# click the Save Changes button<br />
<br />
To revoke rights on a group:<br />
<br />
:# go to Admin -> Global -> Group Rights<br />
:# on the left side of the page, select a system group, role, or user group listed, or search for a group under "Add Group"<br />
:# uncheck the box(es) next to the right(s) you'd like to revoke<br />
:# click the Save Changes button<br />
<br />
== Logging out ==<br />
<br />
You can leave yourself logged into RT without breaking anything, but logging out is a good habit to get into for security purposes. Logging out is standard:<br />
<br />
* click Logged in as -> Logout in the top navigation bar<br />
<br />
Some RT configurations don't have a Logout button, so don't panic if you don't see one.<br />
<br />
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Prev: [[ManualBasicAdministration]] --- Up: [[UserManual]] --- Next: [[ManualAdministration]]<br />
[[Category:RT User Manual]]</div>Maureen