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Version 3.6.5 Installation and Configuration



October 2007

Proprietary Notice

Information in this document is confidential and proprietary to itaas, Inc. Access to and use of this information is limited strictly to licensees of itaas, Inc. and is subject to the terms of a separate and appropriate written license agreement between the Licensee and itaas, Inc. The information in this document may be protected by patent applications owned by itaas, Inc.

In addition, the information in this document is subject to change without notice and does not represent a commitment on the part of itaas, Inc. The software described in this document may be used only in accordance with the terms of the license agreement. It is against the law to copy the software on any medium except as specifically allowed in the license or non-disclosure agreement. No part of this manual may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopying, recording, or information storage and retrieval systems, for any purpose other than the licensee’s personal use without express written permission of itaas, Inc.

All specifics of the product, its use and implementation contained in this document are provided in good faith. However, all warranties, implied or expressed, including but not limited to implied warranties of merchantability or fitness for a particular purpose are excluded.

This document is intended solely to assist the Licensee in the use of the itaas, Inc. Licensed Software Product and for no other purpose. itaas, Inc. shall not be liable, in any way under any theory of law, for any loss or damage of any kind what so ever, arising from the use of any of the information contained in this manual, or any error or omission in the information, or any incorrect use of the Software Product.

Copyright © 2006, 2007 itaas, Inc. All rights reserved.

itaas is a. registered trademark of itaas, Inc.

Revision History



Revision Number

Date

Changes Made

1.0

10/24/2007

Initial version

2.0

10/26/2007

Added section:

Adding Cc name for open ticket during correspondence



3.0

11/02/2007

Added sections:

Changing Logo

Queue specific templates

Setting Default values to Custom fields

Configuring sendmail for mail routing


Table of Contents

1 Scope 6

2 References 7

3 Installing RT 8

3.1 Prerequisites 8

3.2 Installing webmin 8

3.3 Perl dependencies 8

3.4 Installing FastCGI 8

3.5 Starting MySQL 9

3.6 Installing ncftpget 9

3.7 RT pre-installation 9

3.8 Installing Perl Modules 10

3.9 Download RT 11

3.10 Installing RT bundle 11

3.11 Modifying RT config files 12

3.12 Configuring Apache 13

3.13 Configuring mails 13

3.14 Configuring sendmail for mail routing 15

3.15 Configuring fetchmail 15

3.16 Viewing RT 15

4 Configuring RT 16

4.1 Creating a user in RT 16

4.2 Searching for a user 16

4.2.1 To find an RT user 16

4.3 Modifying a user 17

4.4 Granting user rights 17

4.5 To grant group rights to a user 17

4.6 To grant queue rights to a user 17

4.7 To grant global rights to a user 18

4.8 Revoking user rights 18

4.8.1 To make a user a non-staff user 18

4.8.2 To take queue rights away from a user 18

4.8.3 To take global rights away from a user 18

4.9 Disabling a user 18



4.9.1 To disable a user 18

4.10 Re-enabling a user 18



4.10.1 To re-enable a user 19

4.11 Creating a group 19



4.11.1 To make a new group 19

4.11.2 Changing a group's name or description 19

4.11.3 Adding group members 19

4.11.4 Removing group members 19

4.12 Granting group rights 20



4.12.1 To grant group rights to a user 20

4.12.2 To grant group rights to a system group or subgroup 20

4.12.3 To grant queue rights to a group 20

4.12.4 To grant global rights to a group 20

4.13 Revoking group rights 20



4.13.1 To take group rights away from a user 20

4.13.2 To take group rights away from a system group or subgroup 21

4.13.3 To take queue rights away from a group 21

4.13.4 To take global rights away from a group 21

4.14 Creating a queue 21



4.14.1 Adding Watcher to Queue (for Admin purposes) 22

4.15 Finding a queue: 22



4.15.1 To see a list of active queues 22

4.15.2 To find disabled queues 22

4.16 Modifying a queue 23

4.17 Adding watchers to a queue 23

4.18 Deleting watchers from a queue 23

4.19 Scrips in queues 23

4.19.1 Creating a scrip 23

4.19.2 Modifying a scrip 23

4.19.3 Deleting a scrip 23

4.20 Global Scrips 24



4.20.1 To add scrip globally 24

4.20.2 Modifying a scrip 24

4.20.3 Deleting a scrip 24

4.21 Rights within a queue 24



4.21.1 To grant queue rights to a group 24

4.21.2 To grant queue rights to a user 24

4.22 Revoking queue rights 25



4.22.1 To take a queue right away from a user 25

4.22.2 To take a queue right away from a group 25

4.23 Disabling a queue 25

4.24 Re-enabling a queue 25

4.25 Global group Rights 25



4.25.1 To grant global rights to a group 25

4.25.2 To take global rights away from a group 25

4.26 Global user Rights 26



4.26.1 To grant global rights to a user 26

4.26.2 To take global rights away from a user 26

4.27 Custom Fields 26



4.27.1 Adding Custom fields 26

4.27.2 Adding Custom field to a queue 27

4.27.3 Rights for custom fields 27

4.27.4 Modifying Autoreply.pm for Cc list 28

4.27.5 Adding Cc name for open ticket during correspondence 28

4.27.6 Changing Logo 30

4.27.7 Queue specific templates 30

4.27.8 Setting Default values to Custom fields 32

5 User and Group rights added for ECS and VOD queues 34

5.1 ECS queue 34



5.1.1 Group rights 34

5.1.2 User rights 34

5.2 VOD queue 35



5.2.1 Group rights 35

5.2.2 User rights 36

6 Watchers for ecs_queue and vod_queue 37

6.1.1 Watchers for ecs_queue 37

6.1.2 Watchers for vod_queue 37




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