Helgrim.com
Content
1 Concepts2 Extending and customizing RT
-
2.1 Scrip Actions
-
2.2 Scrip Conditions
-
2.3 Plugging in your own user metadata
-
2.4 Plugging in your own authentication system
-
3.1 Creating a user
-
3.2 Creating a queue
-
3.3 Granting users rights to access a queue
-
3.4 Using scrips to notify users of changes to tickets in a queue
1 Concepts
Tickets
As a ticketing system, it should be no surprise that one of RT's most important objects is the Ticket. A single ticket corresponds to a single bug, bug report, outage report, task or some other thing that needs dealing with.
Links
Tickets can be linked to each other.
MemberOf
RelatedTo
DependsOn
MergedInto
Queues
Queues are an administrative unit with their own ACLs, Scrips, Templates and KeywordSelects. Each ticket must be associated with one and only one queue.
Create a seperate queue for each group of tickets that need different attributesor which have different access control requirements.
Users
User types
Privileged Users
Privileged users are users who can be granted rights and responsibilities. These users show up in user listings by default.
Nonprivileged Users
These users can not be granted rights or responsibilites (except as members of pseudogroups (see below)). These users can not access the normal RT web interface. When they access the web interface, they are immediately shunted to RT's "SelfService" interface for requestors.
When email is submitted to RT's email gateway from an unknown email address, RT will automatically create a Nonprivileged user.
Attributes
Name
Password
Gecos (Unix Username)
RT's commandline tool uses your unix username to authenticate you. Set this to the unix username of each RT user who should be able to use the commandline tools.
'Disabling' users
Groups
Pseudogroups
Regular groups
Watchers
Watcher Types
Requestors
Cc
Administrative Cc
Watcher Scopes
Queue
Ticket
Keywords
The Keywords tree
RT has a single 'tree' of keywords which can be attached to tickets by means of keyword selects.
Keyword Selects
Keyword Selects allow a site to define sets of keywords which users can use to 'tag' tickets.
Configuration options for keywords include:
Scope
Scope: whether a keyword select applies to tickets in a single queue or to every ticket in the system.
Name
Name: The title of the Keyword Select displayed in the user interface
Multiplicty
Single
Single: Whether a user can only pick one value for the keyword select or whether s/he can pick multiple values.
Depth
Depth: how deep RT will recurse through the keywords tree to find available keywords. If depth is set to 0, depth is not limited.
Root Keyword
Which keyword is to be the 'root' of the tree of available keywords?
- OnCorrespond OnComment
- OnCreate
- OnStall
- OnResolve
- OnTransaction
- NotifyRequestorsAsCorrespondence
- NotifyCcsAsCorrespondence
- NotifyAdminCcsAsCorrespondence
- NotifyAllWatchersAsCorrespondence
- NotifyRequestorsAsComment
- NotifyCcsAsComment
- NotifyAdminCcsAsComment
- NotifyAllWatchersAsComment
- Autoreply
- Transaction
- Correspondence
- Comment
Additionally, RT allows local RT administrators to define new system-wide tempaltes and allows queue administrators to define per-queue templates.
Templates can optionally have RFC822 headers which will be appended to an outgoing mail message. If a template has such headers, it B
contain 2 newlines seperating the message body from the headers.
- To allow any user to create a ticket in any queue, grant the right 'CreateTicket' to the Pseudogroup 'Everyone' globally.
- To allow any user to create a ticket in the queue 'general', grant the right 'CreateTicket' to the pseudogroup 'Everyone' for the queue 'general'
- To allow anyone to send in an email update to a ticket in the queue 'general', grant the rights 'ReplyToTicket' and 'CommentOnTicket' to the pseudogroup 'Everyone for the queue 'general'
- To allow any user to create a ticket in any queue, grant the right 'CreateTicket' to the Pseudogroup 'Everyone' globally.
- To allow any user to create a ticket in the queue 'general', grant the right 'CreateTicket' to the pseudogroup 'Everyone' for the queue 'general'
- To allow anyone to send in an email update to a ticket in the queue 'general', grant the rights 'ReplyToTicket' and 'CommentOnTicket' to the pseudogroup 'Everyone for the queue 'general'
1.1 Scrips
RT 2.0 includes a powerful system for implementing local business logic, called 'Scrips'. (The 'Scrips' system is a combination of a 'script' system and a 'subscription' system).
With RT 1.0, the requestors of a ticket were automatically emailed on any correspondence that RT couldn't determine came from them. RT 2.0 allows each site to control this and many other behaviors at the queue level. Through the scrips mechanism, RT 2.0 allows local administrators to define what actions should be taken on each transaction.
Scrips can be defined per-queue and system-wide. Each scrip is composed of a Condition, an Action and a Template.
For 2.0 there isn't an exposed user interface for defining new actions and conditions, though the programming API is simple and well defined.
1.1.1 Conditions
Conditions are things like:
1.1.2 Actions
Actions include things like:
Note: Notify scrips do not send mail to the user performing the action.
1.1.3 Templates
There are a bunch of predefined system-wide templates like:
1.2 Access Control (ACLs)
rt2 includes a rich acl scheme which supports granting rights to users and groups for a given queue or for the entire RT instance.
rights can be granted to:
a specific user who has the privileged flag set and doesn't have the disabled flag set
a specific locally defined group
one of several 'pseudogroups':
everyone, requestor, cc, admincc, owner
Rights granted to an individual user are granted to that user and only that user
Rights granted to a locally defined group will be made available to all members
of that group, so long as they remain members of the group.
rights granted to the pseudo-group 'everyone' will be granted to all users.
Rights granted to any of the following pseudo-groups will be dynamically
granted to users based on the current ticket being dealt with:
requestor, cc, admincc, owner.
1.3 Tickets
As a ticketing system, it should be no surprise that one of RT's most important objects is the Ticket. A single ticket corresponds to a single bug, bug report, outage report, task or some other thing that needs dealing with.[Table of Contents] [Top of section]
2 Extending and customizing RT
2.1 Scrip Actions
2.2 Scrip Conditions
2.3 Plugging in your own user metadata
2.4 Plugging in your own authentication system
[Table of Contents] [Top of section]
3 Administrative Procedures
Creating a user
with the CLI
with the web interface
Creating a queue
Granting users rights to access a queue
Using scrips to notify users of changes to tickets in a queue
3.1 Creating a user
3.2 Creating a queue
3.3 Granting users rights to access a queue
3.4 Using scrips to notify users of changes to tickets in a queue
[Table of Contents] [Top of section]
4 Tool Reference
Mail Gateway
Administrative Commandline
=head3 Introduction
=head3 Syntax
=head3 Examples
3.1 Creating a user
3.2 Creating a queue
3.3 Granting users rights to access a queue
3.4 Using scrips to notify users of changes to tickets in a queue
[Table of Contents] [Top of section]
| © Feargal Reilly 2003-2010 | feargal@helgrim.com | Hosting by FBI | Valid HTML 4.01 | Valid CSS |