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The primary configuration file for RT is etc/RT_SiteConfig.pm, which is based on etc/RT_Config.pm. You should never edit etc/RT_Config.pm. It contains default values and will get overwritten during upgrades. However, any changes you make in etc/RT_SiteConfig.pm will take precedence.
RT has many configuration options, but most sites only need a few to get up and running. For more advanced configuration options, see Chapter 7 and Appendix E.
The data in RT_SiteConfig.pm can be in any order. You should place things in logical groupings, so that you can easily find them. The definitive reference on the possible configuration options for any particular version of RT is RT_Config.pm.
Once you've finalized the configuration for your new RT instance, be sure to back up RT_SiteConfig.pm somewhere safe. Other than the database, this is the single most important file in your RT installation, and complex configurations can be difficult and time-consuming to recreate manually.
2.3.1. Site Details
There are some options you must configure. They are site-specific information.
The $rtname option is a short, unique name for this particular RT instance. It appears in the subject line of emails, so the RT instance can determine that the ticket was intended for it. Do not choose a generic name like "support" or "tech" for your $rtname, because this has the potential to conflict with other RT instances. A short version of your company name or its acronym are good examples.
$Organization should be a unique identifier for this particular RT instance, similar to a domain-name. $Organization is used for generating message identifiers and linking between RT instances. It does not necessarily have to be a valid hostname.
Once you chose a $rtname and $Organization, you will need to be very careful about changing them, because RT uses them internally to maintain data structures.
Setting the $Timezone isn't required, but your users will be happier if you do. The value is system-specific. Look in your zoneinfo database directories (usually located in /usr/share/zoneinfo or /usr/share/lib/zoneinfo) for valid values.
You will also need to set $WebPath and $WebBaseURL to match how you will configure your webserver. $WebBaseURL should not have a trailing slash. $WebBaseURL includes the schema, hostname, and port (if necessary) for your RT instance. $WebPath is the rest of the path. An RT instance at http://support.example.com/rt3 would use the following settings:
Set($WebBaseURL, "http://support.example.com"); Set($WebPath, "/rt3");
Or, an RT instance on its own virtualhost at http://rt.example.com/ might use the following:
Set($WebBaseURL, "http://rt.example.com"); Set($WebPath, "/");
2.3.2. Email Configuration
RT needs to know the default addresses to use for queues that don't have an email address explicitly set. These must be configured in your mail system, as detailed later in this chapter.
Set($CorrespondAddress, 'email@example.com'); Set($CommentAddress, 'firstname.lastname@example.org');
You may also need to tell RT how to send outbound email. Generally the default setting will work. If you don't have a sendmail-like program at /usr/sbin/sendmail, you will need to set that path as appropriate. For example:
By default, RT logs all messages (level debug and up) to syslog with facility user. If you want to log to a file instead, use the following settings:
Set($LogToSyslog, ''); # disable syslog Set($LogToFile, 'debug'); # set file logging to include everything Set($LogDir, '/opt/rt3/var/log'); # path to log Set($LogToFileNamed , "rt.log"); # logfile name
Be sure to set the $LogDir appropriately.
Many more possibilities for logging configuration are discussed in Appendix E.
2.3.4. Sample RT_SiteConfig.pm
A sample site configuration might look like this:
Set($rtname, "examplecorp"); Set($Organization, "rt.example.com"); Set($Timezone, 'US/Pacific'); Set($WebBaseURL, "http://support.example.com"); Set($WebPath, "/rt3"); Set($CorrespondAddress, 'email@example.com'); Set($CommentAddress, 'firstname.lastname@example.org'); Set($SendmailPath, "/usr/lib/sendmail"); Set($LogToSyslog, ''); Set($LogToFile, 'debug'); Set($LogDir, '/opt/rt3/var/log'); Set($LogToFileNamed , "rt.log"); Set($OwnerEmail, "email@example.com"); Set($MyTicketsLength, 20); 1;
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