In my previous post I talked about how to install the Request Tracker on Debian 5.0 Lenny the latest version of Debian linux Flavour.
http://www.itoperationz.com/2009/06/request-tracker-installation-on-debian-5-0-lenny/
In this post i will try to explain the way to configure the Request Tracker with Apache and Fetechmail.
Request Tracker Configuration file located at /etc/request-tracker3.6/RT_SiteConfig.pm you need to edit this file using the following command and change the required configuration.
# vi /etc/request-tracker3.6/RT_SiteConfig.pm
# RT_SiteConfig.pm
#
# These are the bits you absolutely *must* edit.
#
# To find out how, please read
# /usr/share/doc/request-tracker3.6/NOTES.Debian
# THE BASICS:
Set($rtname, ’support.example.org’);
Set($Organization, ‘example.org’);
Set($CorrespondAddress , ’[email protected]’);
Set($CommentAddress , ’[email protected]’);
Set($Timezone , ‘Europe/Brussels’); # obviously choose what suits you
# THE DATABASE:
Set($DatabaseType, ‘mysql’); # e.g. Pg or mysql
# These are the settings we used above when creating the RT database,
# you MUST set these to what you chose in the section above.
Set($DatabaseUser , ‘rtuser’);
Set($DatabasePassword , ‘wibble’);
Set($DatabaseName , ‘rtdb’);
# THE WEBSERVER:
Set($WebPath , “/rt”);
Set($WebBaseURL , “http://host.example.org”);
Mysql Database Configuration
Create MySQL user
First set up root password
# mysqladmin -u root password myrootpassword
Create the user “rtuser” :
mysql -u root -p
mysql> GRANT ALL PRIVILEGES ON rtdb.* TO ‘rtuser’@’localhost’ IDENTIFIED BY ‘wibble’; FLUSH PRIVILEGES; QUIT
Set up RT database :
# /usr/sbin/rt-setup-database-3.6 --action init --dba root --prompt-for-dba-password
You should see something like the following :
Password:
Now creating a database for RT.
Creating mysql database rtdb.
Now populating database schema.
Creating database schema.
readline() on closed filehandle SCHEMA_LOCAL at /usr/sbin/rt-setup-database-3.6 line 223.
Done setting up database schema.
Now inserting database ACLs
Done setting up database ACLs.
Now inserting RT core system objects
Checking for existing system user…not found. This appears to be a new installation.
Creating system user…done.
Now inserting RT data
Creating Superuser ACL…done.
Creating groups…3.4.5.6.7.8.9.done.
Creating users…10.12.done.
Creating queues…1.2.done.
Creating ACL…2.3.done.
Creating ScripActions…1.2.3.4.5.6.7.8.9.10.11.12.13.14.15.16.17.done.
Creating ScripConditions…1.2.3.4.5.6.7.8.9.10.done.
Creating templates…1.2.3.4.5.6.7.8.9.10.11.12.done.
Creating scrips…1.2.3.4.5.6.7.8.9.10.11.12.13.14.done.
Creating predefined searches…1.2.3.done.
Done setting up database content.
Configuring Apache
Set up Apache2
Add the following to /etc/apache2/sites-enabled/000-default
Paste at the end of the file just before the closing virtualhost tag
Include “/etc/request-tracker3.6/apache2-modperl2.conf”
RedirectMatch ^/$ /rt/
Enable mod rewrite
# cd /etc/apache2/mods-enabled/
# ln -s ../mods-available/rewrite.load .
Restart Apache2
# /etc/init.d/apache2 restart
Finally you need to login to rt and grant CreateTicket and ReplyToTicket to the group Everyone.
Login as user “root”
Password is “password”
Configuring Fetchmail
Setting up fetchmail
Edit /etc/default/fetchmail
# vim /etc/fetchmailrc
Set START_DAEMON=yes
save and exit the file
Prepare log files
# touch /var/log/fetchmail.log
# chown fetchmail /var/log/fetchmail.log
Edit /etc/fetchmailrc
set daemon 60
set invisible
set no bouncemail
set no syslog
set logfile /var/log/fetchmail.log
# [email protected]
poll pop.example.org
protocol pop3
username “login-of-support-mailbox” password “verysecretpassword”
mda “/usr/bin/rt-mailgate-3.6 --queue support --action correspond --url http://support.example.org/rt/”
no keep
# [email protected]
poll pop.example.org
protocol pop3
username “login-of-supportcomment-mailbox” password “verysecretpassword”
mda “/usr/bin/rt-mailgate-3.6 --queue support --action comment --url http://support.example.org/rt/”
no keepThis howto assumes the mailboxes are created on the email gateway, it’s going beyond the scope of this article though.
The mda line tells fetchmail what to do upon reception of a new email.
You can select the queue in which the mail should be injected, the action can either be “correspond” for customer correspondances while “comment” is for internal comments on a ticket.
Restart Fetchmail
# /etc/init.d/fetchmail restart
Logs go in /var/log/fetchmail.log
You can now try to send an email to [email protected], the mail would be retrieved by fetchmail and injected into RT.
The requestor will receive an autoreply email.