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Unofficial Installation Guide

This is an unofficial installation guide. It may be outdated or apply only to very specific configurations and versions. The official and maintained installation steps for RT are in the README and UPGRADING documents included in the official .tar.gz packages.


This page contains out of date and possibly misleading information or instructions such as installation methods or configuration examples that no longer apply. Please consider this warning when reading the page below.

This is a guide on how to install Request Tracker on Fedora Core 9.

Install Fedora Core 9. During installation select to install a web server.

If you want an installation of standard security, do the following, else see SELinux. Disable SELinux:

* Open /etc/selinux/config. * Replace the line: SELINUX=enforcing * with SELINUX=permissive

Update your installation with the latest software and patches:

* yum update

Install a mysql server:

* yum install mysql-server

Install mod_perl:

* yum install perl-Apache-DBI * yum install mod_perl

Start httpd and mysql service:

* service mysqld start * service httpd start

Set httpd and mysqld service to run automatically at startup after a reboot:

* chkconfig httpd on * chkconfig mysqld on

Set mysql root password:

* mysqladmin -u root password <mysql-root-password>

Install RT:

* yum install rt3

Configure RT: Edit /etc/rt3/RT_SiteConfig.pm. Replace "example.com" with your domain.

Initialize mysql database:

* /usr/sbin/rt-setup-database --action init --dba root --dba-password <mysql-root-password>

Start/restart httpd service:

* /sbin/service httpd start * /sbin/service httpd restart

Log in to request tracker: Browse to [http:///rt3 http://<rt3-host>/rt3] Username: root Password: password

Change password: Go to preferences->password and enter a new password.

Configure web server: Open /etc/httpd/conf/httpd.conf Change DocumentRoot "/var/www/html" To DocumentRoot "/usr/share/rt3/html"

Set up RT to talk to your mail gateway

Copy rt-mailgate folder to an accessible location:

* cp /usr/sbin/rt-mailgate /etc/smrsh/rt-mailgate

Add the following lines to /etc/aliases:

* rt: "|/etc/smrsh/rt-mailgate --queue 'general' --action correspond --url !http://<rt3-host>/" * rt-comment: "|/etc/smrsh/rt-mailgate --queue 'general' --action comment --url !http://<rt3-host>/"

In /etc/mail/sendmail.mc: change DAEMON_OPTIONS(Port=smtp,Addr=, Name=MTA')dnl to DAEMON_OPTIONS(Port=smtp, Name=MTA')dnl

Install sendmail-cf:

* yum install sendmail-cf

3.3. Stop and start your mail server, so it picks up your configuration changes. (Postfix just requires you execute newaliases, probably via sudo.)

  1. Creating users

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.

click Configuration -> click Users -> click New user

For more details, see 'Users: Creating a user' in ManualAdministration.

  1. Granting User Rights

RT provides a rich access control system that allows rights to be granted to groups, individual users and users in specific roles.

To allow arbitrary remote users to submit tickets into a given queue by email, grant the system group Everyone the rights See Queue, Create Ticket, Reply To Ticket, and Comment On Ticket for that queue.

If you intend to let ticket requestors use the requestor-mode web interface, you should grant the role of Requestor the right Show Ticket.

To make sure your staff can work with tickets, you should grant them all the following additional rights:

* !ShowTicket * !ShowTicketComments * Watch * !WatchAsAdminCc * !OwnTicket * !ModifyTicket

For more details, see Users: Granting user rights in ManualAdministration.

  1. Creating queues

By default, RT has one queue called 'general'. You might want to change the values for this.

click Configuration -> click Queues -> click general

To create a new queue:

click Configuration -> click Queues -> click New queue

For more details, see Queues in ManualAdministration. 7. Setting up scrips

The default global Scrips installed with RT 3 are:

* On Create, Autoreply to Requestors with Global Template: Autoreply * On Create, Notify AdminCcs with Global Template: Transaction * On Correspond, Notify AdminCcs with Global Template: Admin Correspondence * On Correspond, Notify Requestors and Ccs with Global Template: Correspondence * On Correspond, Notify Other Recipients with Global Template: Correspondence * On Comment, Notify AdminCcs as Comment with Global Template: Admin Comment * On Comment, Notify Other Recipients as Comment with Global Template: Correspondence * On Resolve, Notify Requestors with Global Template: Resolved * On Correspond, Open 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.)

For more details, see Scrips in ManualAdministration and ManualScrips.