Request Tracker Wiki - User contributions [en]

How to create options to move tickets to a Spam Queue

2023-06-22T11:56:04Z

Ronaldo: Created page with "To add a spam menu to ticket display page, you can make it via a callback, i.e. Create "/opt/rt5/local/html/Callbacks/MyRT/Elements/Tabs/Privileged" with the following content(Replace queue id "3" with your real Spam queue id): <pre> <%INIT> my $request_path = $HTML::Mason::Commands::r->path_info; $request_path =~ s!/{2,}!/!g; if ( $request_path =~ m{^/Ticket/} and my $id = $DECODED_ARGS->{id} ) { my $ticket = RT::Ticket->new( $session{CurrentUs..."

To add a spam menu to ticket display page, you can make it via a callback, i.e.

Create "/opt/rt5/local/html/Callbacks/MyRT/Elements/Tabs/Privileged" with the following content(Replace queue id "3" with your real Spam queue id):

<pre>
<%INIT>
my $request_path = $HTML::Mason::Commands::r->path_info;
$request_path =~ s!/{2,}!/!g;
if ( $request_path =~ m{^/Ticket/} and my $id = $DECODED_ARGS->{id} ) {
my $ticket = RT::Ticket->new( $session{CurrentUser} );
$ticket->Load($id);
if ( $ticket->CurrentUserHasRight('ModifyTicket') && $ticket->Queue != 3 ) {
PageMenu->child(
"report-spam",
title => "Spam",
path => "/Ticket/Display.html?id=$id&Queue=3&Owner=Nobody",
);
}
}
</%INIT>
</pre>

To add it to searches, you can add the following item to the search format:
<pre>
'<a href="__WebPath__/Ticket/Display.html?id=__id__;Queue=3;Owner=Nobody">Spam</a>',
</pre>

The Queue list portlet uses default search format, so you will need to update config $DefaultSearchResultFormat accordingly, e.g.

<pre>
Set($DefaultSearchResultFormat, qq{
'<A HREF="__WebPath__/Ticket/Display.html?id=__id__">__id__</a>/TITLE:#',
'<A HREF="__WebPath__/Ticket/Display.html?id=__id__">__Subject__</a>/TITLE:Subject',
Status,
QueueName,
Owner,
Priority,
'__NEWLINE__',
'__NBSP__',
'__Requestors__',
'__CreatedRelative__',
'__ToldRelative__',
'__LastUpdatedRelative__',
'__TimeLeft__',
'<a href="__WebPath__/Ticket/Display.html?id=__id__;Queue=3;Owner=Nobody">Spam</a>',
});
</pre>

You can also pass the Name directly in ticket URL, e.g.

<pre>
/Ticket/Display.html?id=$id&Queue=Spam&Owner=Nobody
</pre>

To compare name instead, it's like:
<pre>
if ( $ticket->CurrentUserHasRight('ModifyTicket') && $ticket->QueueObj->Name ne 'Spam' ) {
</pre>

Enable a custom field only for staff (privileged) users

2023-06-20T13:56:14Z

Ronaldo: Created page with "# Pick the Admin > Global > Custom Fields > Tickets menu option # Click your custom field (Location) # Click the Group Rights tab # Click Privileged # Click View Custom Fields on the General rights tab to give read access # Click both rights on the Rights for Staff tab if you'd like them to be able to edit your custom field # Click Save Changes Category:Administration Category:Custom Fields"

# Pick the Admin > Global > Custom Fields > Tickets menu option
# Click your custom field (Location)
# Click the Group Rights tab
# Click Privileged
# Click View Custom Fields on the General rights tab to give read access
# Click both rights on the Rights for Staff tab if you'd like them to be able to edit your custom field
# Click Save Changes

[[Category:Administration]]
[[Category:Custom Fields]]

Remove a super user from the Owners dropdown list

2023-06-20T13:51:10Z

Ronaldo: Created page with "You can achieve this via a callback to exclude specified users from the owner dropdown, e.g. create /opt/rt5/local/html/Callbacks/MyRT/Elements/SelectOwnerDropdown/ModifyOwnerListRaw with the following content: <pre> <%INIT> if ( $UserHashRef ) { for my $user_id ( 14, 25, 26, 38, 57 ) { delete $UserHashRef->{$user_id}; } } </%INIT> <%ARGS> $UserHashRef => undef </%ARGS> </pre> Remember to replace the list..."

You can achieve this via a callback to exclude specified users from the owner dropdown, e.g. create

/opt/rt5/local/html/Callbacks/MyRT/Elements/SelectOwnerDropdown/ModifyOwnerListRaw

with the following content:

<pre>
<%INIT>
if ( $UserHashRef ) {
for my $user_id ( 14, 25, 26, 38, 57 ) {
delete $UserHashRef->{$user_id};
}
}
</%INIT>

<%ARGS>
$UserHashRef => undef
</%ARGS>
</pre>

Remember to replace the list of "14, 25, 26, 38, 57" above with the real user ids you want to exclude.

Alternatively, if you want to exclude all "Do anything and everything" users, you can use the following callback instead:

</pre>
<%INIT>
if ( $UserHashRef ) {
for my $user_id ( keys %$UserHashRef ) {
delete $UserHashRef->{$user_id}
if $UserHashRef->{$user_id}->HasRight( Object => $RT::System, Right => 'SuperUser' );
}
}
</%INIT>

<%ARGS>
$UserHashRef => undef
</%ARGS>
</pre>

At last, clear Mason's cache and restart Apache.

[[Category:Administration]]
[[Category:Privileges]]

Fixing Fulltext Indexing in Request Tracker RT

2023-06-13T13:06:25Z

Ronaldo: Created page with "If you have Fulltext search enabled and users start reporting that the queries are not retrieving the expected results, you might want to perform a full reindex of it. Follow the steps below to fix the fulltext indexing. === Step 1: Disable Fulltext-Indexer Cron Job === Temporarily disable the fulltext-indexer cron job to prevent any interference during the re-indexing process. === Step 2: Disable Fulltext Search in RT Configuration === Temporarily disable fulltext s..."

If you have Fulltext search enabled and users start reporting that the queries are not retrieving the expected results, you might want to perform a full reindex of it. Follow the steps below to fix the fulltext indexing.

=== Step 1: Disable Fulltext-Indexer Cron Job ===

Temporarily disable the fulltext-indexer cron job to prevent any interference during the re-indexing process.

=== Step 2: Disable Fulltext Search in RT Configuration ===

Temporarily disable fulltext search in your RT configuration to avoid conflicts while reindexing.

=== Step 3: Restart Web Server ===

Restart your web server to apply the changes made in the RT configuration.

=== Step 4: Partially Re-enable Fulltext Search ===

Partially re-enable fulltext search in your RT configuration. Set the "Enable" option to 1, but set "Indexed" to 0.
<pre>
Set(%FullTextSearch,
Enable => 1,
Indexed => 0,
);
</pre>
Execute the following command in a tmux or screen session because the reindexing process may take a considerable amount of time:

<pre>
$RTHOME/sbin/rt-setup-fulltext-index
</pre>
The command will prompt you with various options. If the defaults are suitable for your needs, you can simply press Enter for each option. Note that rt-setup-fulltext-index will drop the existing index information and recreate it. By default, it will also index all existing data, which may take a while.

=== Step 6: Completely Re-enable Fulltext Search ===

Fully re-enable fulltext search in your RT configuration.

=== Step 7: Restart Web Server ===

Restart your web server once again to ensure the changes take effect.

=== Step 8: Re-enable Fulltext-Indexer Cron Job ===

Finally, re-enable the fulltext-indexer cron job to resume regular indexing.

By following these steps, you should be able to fix the fulltext indexing issue in your Request Tracker software.

Remember to test the search functionality after completing the steps to ensure that the indexing is working correctly.

[[Category:Maintenance]]
[[Category:Administration]]
[[Category:Database]]

How to add articles to a specific queue on Request Tracker

2023-06-02T14:14:38Z

Ronaldo:

If you want to use articles as canned responses per queue, or even have a Knowledge Base per Queue, you can do that with the help of Article Classes.

To add articles to a specific queue you need to create an Article Class and then apply it to the Queues that you want articles in that class to apply to.

== Create an Article Class ==

# Go to Admin -> Articles -> Classes -> Create
# Enter a Class Name and Description and click the Create button
# Click the Applies to tab on the top right
# Select the Queues you want this Article Class to apply to
# Click the Submit button

== Edit the queues for an existing Article Class ==

# Go To Admin -> Articles -> Classes -> Select
# Click on the Class you want to edit
# Click on the Applies to tab on the top right
# Make changes to which queues the class applies to
# Click the Submit button
# When you create a new Article select the appropriate Class to apply it to the correct queues.

[[Category:Articles]]
[[Category:Administration]]
[[Category:Queues]]

How to override a global scrip or disable it for a specific queue

2023-06-02T14:14:08Z

Ronaldo: Created page with "If you have a system-wide auto response scrip and want to disable it or override the message that is sent for only one or a few queues, you don't need to assign it individually for each of the queues you want to be enabled. Instead of that, you can create a Template on the Queue level, with the exact same name as the Global Template. You can add a new content specific for that queue, or, if you don't want to send anything as auto respond for that queue, just save the te..."

If you have a system-wide auto response scrip and want to disable it or override the message that is sent for only one or a few queues, you don't need to assign it individually for each of the queues you want to be enabled.
Instead of that, you can create a Template on the Queue level, with the exact same name as the Global Template.

You can add a new content specific for that queue, or, if you don't want to send anything as auto respond for that queue, just save the template with no content and it won't be sent to that queue.

In order to create a queue-level template, go to Admin -> Queues -> Select.

Click the desired queue and go to the Templates tab -> Create.

Make sure the template has the exact same name as the global one in order to work (it is case-sensitive also).

Save it, and now the scrips that make the usage of this template shouldn't be triggered for this queue if you saved it without content, or send a custom message if you changed it.

[[Category:Scrips]]
[[Category:Queues]]
[[Category:Administration]]

How to add articles to a specific queue on Request Tracker

2023-06-02T14:12:30Z

Ronaldo:

How to add articles to a specific queue on Request Tracker

2023-06-02T14:05:56Z

Ronaldo: Created page with "If you want to use articles as canned responses per queue, or even have a Knowledge Base per Queue, you can do that with the help of Article Classes. To add articles to a specific queue you need to create an Article Class and then apply it to the Queues that you want articles in that class to apply to. == Create an Article Class == # Go to Admin -> Articles -> Classes -> Create # Enter a Class Name and Description and click the Create button # Click the Applies to ta..."

Setting Up HTTPS for Request Tracker on AWS AMI

2023-06-02T14:02:20Z

Ronaldo:

Setting Up HTTPS for Request Tracker on Amazon AMI

Request Tracker (RT) and Request Tracker for Incident Response (RTIR) can be easily deployed on Amazon AWS EC2 servers with the AMIs provided by Best Practical Solutions.

We ship it with RT listening on HTTP (port 80) through the Apache web server.

We recommend you upgrade your connection protocol to HTTPS, securing the network traffic from and to your RT.

Here are the steps needed for setting up your Apache SSL with Best Practical RT AMIs:

== Step 1: Prepare your SSL Certificates ==

When accessing RT over HTTPS (port 443), Apache needs to be configured with an SSL certificate. There are a few options for obtaining a certificate:

# Self-signed certificate: This option generates a certificate without involving a Certificate Authority (CA). Apache also ships one called Snake Oil Certificate. However, self-signed certificates may result in an "invalid certificate" error for users. It is recommended for testing or internal use.
# Let's Encrypt certificate: Let's Encrypt is a Certificate Authority that provides free SSL certificates. They offer a tool called Certbot, which simplifies the process of obtaining and deploying a certificate for Apache. However, it requires internet access to generate and validate the certificate.
# Commercial certificate: You can purchase a certificate from a Certificate Authority or use one provided by your company.
Choose the appropriate option for your use case. If you already have a certificate, make sure you have the certificate file (*.cer) and the private key file (*.key) available.

== Step 2: Configure Apache for HTTPS ==

Assuming you have the certificate and key files ready, follow these steps:

# Copy the certificate file (*.cer or *.pem) to /etc/ssl/certs/ and the private key file (*.key) to /etc/ssl/private/.
# Update the Apache configuration file /etc/apache2/sites-available/rt.conf with the following changes:
## Replace the existing content with the configuration provided below, adjusting ServerAdmin and replacing certificate details if you are not going to use the Snake Oil Certificate:

<pre>
# Allow bigger attachments
FcgidMaxRequestLen 1073741824
# Set to 3 mins from default of 40
FcgidIOTimeout 180
# Also 3 mins from default of 60
TimeOut 180
<VirtualHost *:443>
ServerAdmin youremail@example.com

AddDefaultCharset UTF-8
ScriptAlias / /opt/rt5/sbin/rt-server.fcgi/
DocumentRoot "/opt/rt5/share/html"

ErrorLog ${APACHE_LOG_DIR}/error.log
CustomLog ${APACHE_LOG_DIR}/access.log combined

SSLEngine on
SSLOptions +StrictRequire
SSLCertificateFile /etc/ssl/certs/ssl-cert-snakeoil.pem
SSLCertificateKeyFile /etc/ssl/private/ssl-cert-snakeoil.key

<Location />
Require all granted
Options +ExecCGI
AddHandler fcgid-script fcgi
</Location>
</VirtualHost>
</pre>
# Save the changes to the file.

== Enable SSL module ==

Next, you need to enable the mod_ssl module in Apache. Run the following command:

<pre>
sudo a2enmod ssl
sudo systemctl restart apache2
</pre>

You should be able to access your RT installation now through https :)

== Redirect HTTP to HTTPS ==

Open the /etc/apache2/sites-available/rt.conf file and add the following section to the top of the file:

<pre>
<VirtualHost *:80>
RewriteEngine on
RewriteRule .* https://%{SERVER_NAME}%{REQUEST_URI} [R,L]
</VirtualHost>
</pre>

Enable the Rewrite module and restart Apache:

<pre>
sudo a2enmod rewrite
sudo systemctl restart apache2
</pre>

By following these steps, you can ensure that your Request Tracker instance is securely accessible over HTTPS, providing encrypted communication and protecting sensitive information.

[[Category:Apache]]
[[Category:Amazon AMI]]

Setting Up HTTPS for Request Tracker on AWS AMI

2023-06-02T14:01:47Z

Ronaldo: Created page with "Setting Up HTTPS for Request Tracker on Amazon AMI Request Tracker (RT) and Request Tracker for Incident Response (RTIR) can be easily deployed on Amazon AWS EC2 servers with the AMIs provided by Best Practical Solutions. We ship it with RT listening on HTTP (port 80) through the Apache web server. We recommend you upgrade your connection protocol to HTTPS, securing the network traffic from and to your RT. Here are the steps needed for setting up your Apache SSL with..."