Prerequisites

Before installing this package, the following tasks need to be completed.

• If you have multiple locations defined in your Traverse environment, decide which locations should have the ability to open tickets in RT. As each location may have multiple DGEs, this will assist you in compiling a list of DGEs where the package needs to be installed.
• This package uses RT Perl API and requires the RT Perl modules to be functional. In order for this tool to function properly, RT must be installed and configured properly on each DGE. Iif the web application is running on a separate host, there is no need to install RT on that host. Install RT under it's default location /opt/rt2, or install it at a location of your choice, and create a symbolic link from /opt/rt2 to that directory. Instructions for installing RT are available from www.bestpractical.com/rt.
• Copy etc/config.pm from your RT host to /opt/rt2/etc/config.pm on all the DGEs. Edit /opt/rt2/etc/config.pm and update $[DatabaseHost] to point to your RT host. You also may want to update $[LogDir], or create the directory specified and make sure that the directory permissions are set up properly.
• Create a new login for Traverse into RT database (via [WebRT]). Set an appropriate username (for example, traverse@your.domain) but make sure to leave the email field blank. This ensures that when a new ticket is created, no auto-replies are sent, if there is such a script configured for the queue you will be using.
• Ensure the newly created user has permissions to create new tickets and add comments to existing tickets.
• You may have to configure your RT database for remote access.
  • By default, when using [MySQL] for RT database, the database user (specified in /opt/rt2/etc/config.pm, variable $[DatabaseUser] is only allowed access from localhost. Before this custom action can create/update tickets, it must be allowed access.
  • For [MySQL], this involves connecting to the rt2 database or the database name specified in /opt/rt2/etc/config.pm) locally on the RT host as root, and using:
    GRANT SELECT,INSERT,CREATE,INDEX,UPDATE,DELETE ON rt2.* TO rt_user@n.n.n.n;
    where n.n.n.n is the IP address of each DGE.
  • When using Postgres database, you will have to make necessary additions to data/pg_hba.conf file. Please refer to configuration documents for the respective database vendors ([MySQL] or [PostgreSQL]) for additional details.
    
• Ensure the RT Perl modules are working properly. The test-rt.pl test script should be able to search and display all new/open tickets in your RT system (replace YOUR_QUEUE_NAME in the script with a valid queue name).
• Create and run the script from each DGE to verify proper installation and communication with RT.