Request Tracker configuration on Debian 5.0 Lenny

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.

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/ you need to edit this file using the following command and change the required configuration.

# vi /etc/request-tracker3.6/

# These are the bits you absolutely *must* edit.
# To find out how, please read
# /usr/share/doc/request-tracker3.6/NOTES.Debian


Set($rtname, ’’);
Set($Organization, ‘’);

Set($CorrespondAddress , ’[email protected]’);
Set($CommentAddress , ’[email protected]’);

Set($Timezone , ‘Europe/Brussels’); # obviously choose what suits you


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’);


Set($WebPath , “/rt”);
Set($WebBaseURL , “”);

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 :

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…
Creating users…10.12.done.
Creating queues…1.2.done.
Creating ACL…2.3.done.
Creating ScripActions…
Creating ScripConditions…
Creating templates…
Creating scrips…
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


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]
protocol pop3
username “login-of-support-mailbox” password “verysecretpassword”
mda “/usr/bin/rt-mailgate-3.6 --queue support --action correspond --url
no keep

# [email protected]
protocol pop3
username “login-of-supportcomment-mailbox” password “verysecretpassword”
mda “/usr/bin/rt-mailgate-3.6 --queue support --action comment --url
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.

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