Best Practices for RT?

RT Users
1

Should I dedicate a subdomain for RT (such as rt.gurulabs.com, or
support.gurulabs.com)?

Should this subdomain be used for all email correspondence as well?

If use a subdomain for email, should I create aliases in my
“gurulabs.com” domain that forward to actual RT email addresses in the
subdomain?

Just looking for a little guidance/suggestions from those that have
traveled this path before…

Dax Kelson
Guru Labs

2

Dax,

I use http://helpdesk.mydomain.com as an apache virtual web server for RT,
where ‘helpdesk’ is an alias (dns cname) for the actual machine name (in
case rt is moved). And I use helpdesk@mydomain.com for the email address
for submitting tickets, where the primary internal mail server forwards
tickets from helpdesk@mydomain.com => helpdesk@helpdesk.hitel.com.

These are (you would think) trivial for the user to remember (helpdesk
“dot” mydomain.com and helpdesk “at” mydomain.com). And there’s
flexibility when/if RT moves to another machine later on.

HTH,

GregOn Thu, 02 Oct 2003 13:31:18 -0600, Dax Kelson Dax@GuruLabs.com wrote:

Should I dedicate a subdomain for RT (such as rt.gurulabs.com, or
support.gurulabs.com)?

Should this subdomain be used for all email correspondence as well?

If use a subdomain for email, should I create aliases in my
“gurulabs.com” domain that forward to actual RT email addresses in the
subdomain?

Just looking for a little guidance/suggestions from those that have
traveled this path before…

Dax Kelson
Guru Labs

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3

“DK” == Dax Kelson Dax@GuruLabs.com writes:

DK> Should I dedicate a subdomain for RT (such as rt.gurulabs.com, or
DK> support.gurulabs.com)?

I find that the best way to go. Setting up RT in a virtual host makes
it easy to peel off to its own dedicated box later if necessary.

DK> Should this subdomain be used for all email correspondence as well?

I don’t, but no reason not to. Our web-side is for internal use
only, and the riff-raff (aka customers) use the email interface only.

DK> If use a subdomain for email, should I create aliases in my
DK> “gurulabs.com” domain that forward to actual RT email addresses in the
DK> subdomain?

Only if you want those addresses @gurulabs.com to link into RT also.
They’re all just aliases to run the mailgate program anyway… it
doesn’t matter what the address is.

4

Dax,

I use http://helpdesk.mydomain.com as an apache virtual web server for RT,
where ‘helpdesk’ is an alias (dns cname) for the actual machine name (in
case rt is moved). And I use helpdesk@mydomain.com for the email address
for submitting tickets, where the primary internal mail server forwards
tickets from helpdesk@mydomain.com => helpdesk@helpdesk.hitel.com.

Thanks Greg.

So do you do the following in your RT config?

Set($rtname,“helpdesk.hitel.com”); Set($Organization , “hitel.com”);