RT Request Tracker
From Proxmox VE
... we are working on 3.8, so 3.6 will not released. For more information please contact office@proxmox.com.
Contents |
Appliance Details
| Package: | request-tracker |
| Version: | 3.6.1-1 |
| Certified: | no |
| Section: | |
| Location: | not released |
| Maintainer: | Proxmox Support Team |
| OS: | debian-4.0 |
Introduction
RT is an enterprise-grade ticketing system (open-source issue tracking system) which enables a group of people to intelligently and efficiently manage tasks, issues, and requests submitted by a community of users. The RT platform has been under development since 1996, and is used by systems administrators, customer support staffs, IT managers, developers and marketing departments at thousands of sites around the world. Written in object-oriented Perl, RT is a high-level, portable, platform independent system that eases collaboration within organizations and makes it easy for them to take care of their customers.
RT manages key tasks such as the identification, prioritization, assignment, resolution and notification required by enterprise-critical applications including project management, help desk, NOC ticketing, CRM and software development.
RT is used by Fortune 100 companies, government agencies, educational institutions, and development organizations worldwide.
For more details see: Request Tracker
Virtual Appliances can be downloaded directly via the Central Web-based Management.
Recommended settings for Proxmox VE
- Memory (MB): 1024
- Hard disk (GB): 8
Appliance specific settings
- Mysql root password: admin
Please change this for security reason via command line after the first boot:
mysqladmin -u root -p password yournewpasswordhere
RT settings
- Main software packages: RT 3.6, MySQL, Postfix, Apache2
- Default queue: General (support@yourhostname.yourdomain.tld)
First steps
After booting, please connect to the RT web interface http://youripaddress (redirects to http://youripaddress/rt) and log in via root/password.
Enabling ticket creation via email
Now you can send emails to the pre-configured General queue (Email address: support@yourhostname.yourdomain.tld). Please make sure that your Network/DNS routes the emails directly to your RT appliance.
Adding additional queues
Each queue needs an unique email address. Default, support@yourhostname.yourdomain.tld is used for the General queue. The following steps are necessary to add new queue, e. g. "RMA".
- Add the new queue on the web interface (Configuration/Queues: New queue, I used "RMA"), Reply Address: rma@yourhostname.yourdomain.tld, Comment Address: rma-comment@yourhostname.yourdomain.tld
- Go to Group rights and add to the "System Groups: Everyone" CreateTicket and ReplyToTicket right (see screenshot).
- Open a console and edit RT_SiteConfig.pm:
nano /etc/request-tracker3.6/RT_SiteConfig.pm
Add the following lines:
Set($CorrespondAddress , 'rma@yourhostname.yourdomain.tld'); Set($CommentAddress , 'rma-comment@yourhostname.yourdomain.tld');
Configure Postfix aliases:
nano /etc/aliases
Add the following lines:
rma: "|/usr/bin/rt-mailgate --queue RMA --action correspond --url http://yourhostname.yourdomain.tld/rt" rma-comment: "|/usr/bin/rt-mailgate --queue RMA --action comment --url http://yourhostname.yourdomain.tld/rt"
Apply changes to Postfix:
postalias /etc/aliases
Set time zone
Time zone is not set, just run:
tzconfig
