How to install RT global to handel 11 accounts seperately?

RT Users
1

Hi,

I run RT in a modified version, because I have to handel 11 accounts
with 6 Domains, mean, I have created 11 UNIX accounts on my “courier”
mailserver and installed RT in the accounts to get arround with the
config files.

And since I use Debian GNU/Linux, I get headaches all the times if I
update something.

Is there a possibility to make a GLOBAL RT installation
and have seperated configs for te accounts?

If not, can this taken as feature Request for future versions?

In my main server alone I have to handel

       abuse@
  postmaster@
     support@
tech-support@
 biz-support@
       sales@

Thanks, Greetings and nice Day/Evening
Michelle Konzack
Systemadministrator
24V Electronic Engineer
Tamay Dogan Network
Debian GNU/Linux Consultant

Linux-User #280138 with the Linux Counter, http://counter.li.org/
##################### Debian GNU/Linux Consultant #####################
http://www.tamay-dogan.net/ Michelle Konzack
http://www.can4linux.org/ Apt. 917
http://www.flexray4linux.org/ 50, rue de Soultz
Jabber linux4michelle@jabber.ccc.de 67100 Strabourg/France
IRC #Debian (irc.icq.com) Tel. DE: +49 177 9351947
ICQ #328449886 Tel. FR: +33 6 61925193

signature.pgp (189 Bytes)

2

Hi Michelle,

I run RT in a modified version, because I have to handel 11 accounts
with 6 Domains, mean, I have created 11 UNIX accounts on my “courier”
mailserver and installed RT in the accounts to get arround with the
config files.

What means modified version? what kind of modifications? And what is exactly
the problem to handle this 11 accounts from 6 domains?

And since I use Debian GNU/Linux, I get headaches all the times if I
update something.

Is there a possibility to make a GLOBAL RT installation
and have seperated configs for te accounts?

If not, can this taken as feature Request for future versions?

I think all you need RT is already able to handle.

In my main server alone I have to handel

      abuse@
 postmaster@
    support@

tech-support@
biz-support@
sales@

OK, some mail addresses, and where is the problem? we handle around 1500
mail addresses with different domains…and one RT installation.

Did you have more details?

Thanks, Greetings and nice Day/Evening
Michelle Konzack
Systemadministrator
24V Electronic Engineer
Tamay Dogan Network
Debian GNU/Linux Consultant

–
Linux-User #280138 with the Linux Counter, http://counter.li.org/
##################### Debian GNU/Linux Consultant #####################
http://www.tamay-dogan.net/ Michelle Konzack
http://www.can4linux.org/ Apt. 917
http://www.flexray4linux.org/ 50, rue de Soultz
Jabber linux4michelle@jabber.ccc.de 67100 Strabourg/France
IRC #Debian (irc.icq.com) Tel. DE: +49 177 9351947
ICQ #328449886 Tel. FR: +33 6 61925193

The rt-users Archives

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Commercial support: sales@bestpractical.com

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Buy a copy at http://rtbook.bestpractical.com

MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de

3

Hello Torsten,

Am 2010-03-21 02:44:28, hacktest Du folgendes herunter:

What means modified version? what kind of modifications? And what is exactly
the problem to handle this 11 accounts from 6 domains?

The installation in Debian expect the config in /etc/…
which mean, you can not run moe then one RT.

I think all you need RT is already able to handle.

RT can only handel ONE RT account/E-Mail-Address

      abuse@
 postmaster@
    support@

tech-support@
biz-support@
sales@
mail addresses with different domains…and one RT installation.

NO!!! One RT installation per mailaccount sind you can not have more
then one config. Exactly, I had to modify RT to look into the home dir
of the acount.

But RT cannot be made to do his globaly…
Because many things ARE hardcoded

The accounts do not have to do with each other… and then I have not
only this six in one domain. I have 5 other domains on the same server
with there own RT installations.

Thanks, Greetings and nice Day/Evening
Michelle Konzack
Systemadministrator
24V Electronic Engineer
Tamay Dogan Network
Debian GNU/Linux Consultant

Linux-User #280138 with the Linux Counter, http://counter.li.org/
##################### Debian GNU/Linux Consultant #####################
http://www.tamay-dogan.net/ Michelle Konzack
http://www.can4linux.org/ Apt. 917
http://www.flexray4linux.org/ 50, rue de Soultz
Jabber linux4michelle@jabber.ccc.de 67100 Strabourg/France
IRC #Debian (irc.icq.com) Tel. DE: +49 177 9351947
ICQ #328449886 Tel. FR: +33 6 61925193

signature.pgp (189 Bytes)

4

RT can only handel ONE RT account/E-Mail-Address

Standard RT configuration is to use 2 addresses for each queue (one
for correspondances, one for comments). Then you can have several
queues with a set of permissions that allow groups of people show only
tickets they need to show.

Suppose you have domains foo.com, bar.com, you can have (it depends on
your workflow) a queue:

abuse_foo
abuse_bar
postmaster_foo
postmaster_bar

etc…

for each queue, you configure the corresponding email address and a
group of people that should work on with appropriate rights.

Maybe you should buy the book “RT essentials” ? :wink:

Or maybe I do not understand your questions …

5

Hi Michelle,
Emmanuel already pointed you the correct solution but let me try to
understand your setup:

Your setup, lets say:

abuse@foo.com → Queue: abuse_foo
postmaster@foo.com → Queue: postmaster_foo
support@foo.com → Queue: support_foo
tech-support@foo.com → Queue: techsupport_foo
biz-support@foo.com → Queue: bizsupport_foo
sales@foo.com → Queue: sales_foo

abuse@bar.com → Queue: abuse_bar
postmaster@bar.com → Queue: postmaster_bar
support@bar.com → Queue: support_bar
tech-support@bar.com → Queue: techsupport_bar
biz-support@bar.com → Queue: bizsupport_bar
sales@bar.com → Queue: sales_bar

This can easily handled by /etc/alias file and the queue setup is also easy
like Emmanuel explained.

You don’t need much magic for this and you don’t need several installations
of RT for this.

Is this the setup you are looking for?!?

Torsten2010/3/21 Michelle Konzack linux4michelle@tamay-dogan.net

Hello Torsten,

Am 2010-03-21 02:44:28, hacktest Du folgendes herunter:

What means modified version? what kind of modifications? And what is
exactly
the problem to handle this 11 accounts from 6 domains?

The installation in Debian expect the config in /etc/…
which mean, you can not run moe then one RT.

I think all you need RT is already able to handle.

RT can only handel ONE RT account/E-Mail-Address

      abuse@
 postmaster@
    support@

tech-support@
biz-support@
sales@
mail addresses with different domains…and one RT installation.

NO!!! One RT installation per mailaccount sind you can not have more
then one config. Exactly, I had to modify RT to look into the home dir
of the acount.

But RT cannot be made to do his globaly…
Because many things ARE hardcoded

The accounts do not have to do with each other… and then I have not
only this six in one domain. I have 5 other domains on the same server
with there own RT installations.

Thanks, Greetings and nice Day/Evening
Michelle Konzack
Systemadministrator
24V Electronic Engineer
Tamay Dogan Network
Debian GNU/Linux Consultant

–
Linux-User #280138 with the Linux Counter, http://counter.li.org/
##################### Debian GNU/Linux Consultant #####################
http://www.tamay-dogan.net/ Michelle Konzack
http://www.can4linux.org/ Apt. 917
http://www.flexray4linux.org/ 50, rue de Soultz
Jabber linux4michelle@jabber.ccc.de 67100 Strabourg/France
IRC #Debian (irc.icq.com) Tel. DE: +49 177 9351947
ICQ #328449886 Tel. FR: +33 6 61925193

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

2010 RT Training Sessions!
San Francisco, CA, USA - Feb 22 & 23
Dublin, Ireland - Mar 15 & 16
Boston, MA, USA - April 5 & 6
Washington DC, USA - Oct 25 & 26

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de

6

Hello Torsten Brumm,

Am 2010-03-21 10:59:21, hacktest Du folgendes herunter:

Hi Michelle,
Emmanuel already pointed you the correct solution but let me try to
understand your setup:

Your setup, lets say:

This can easily handled by /etc/alias file and the queue setup is also easy
like Emmanuel explained.

You don’t need much magic for this and you don’t need several installations
of RT for this.

But this mean, I have to use ONE VHost for all!

I can not use seperated VHosts for “abuse/postmaster”, “support” and
“biz-support” which are 3 completely differnt departements.

Is this the setup you are looking for?!?

Thanks, Greetings and nice Day/Evening
Michelle Konzack
Systemadministrator
24V Electronic Engineer
Tamay Dogan Network
Debian GNU/Linux Consultant

Linux-User #280138 with the Linux Counter, http://counter.li.org/
##################### Debian GNU/Linux Consultant #####################
http://www.tamay-dogan.net/ Michelle Konzack
http://www.can4linux.org/ Apt. 917
http://www.flexray4linux.org/ 50, rue de Soultz
Jabber linux4michelle@jabber.ccc.de 67100 Strabourg/France
IRC #Debian (irc.icq.com) Tel. DE: +49 177 9351947
ICQ #328449886 Tel. FR: +33 6 61925193

signature.pgp (189 Bytes)

7

Hi Michelle,

You don’t need much magic for this and you don’t need several
installations

of RT for this.

But this mean, I have to use ONE VHost for all!

I can not use seperated VHosts for “abuse/postmaster”, “support” and
“biz-support” which are 3 completely differnt departements.

Yes, thats correct, but why you need this? RT can handle this for you, why
several vhosts?
You grant Department Sales@bar.com the rights to see their your and
sales@foo.com the rights to see their one requests

And yes, you can also setup rt in that way that all department queues come
with their own RT Subject line.

Don’t understand the problem :wink:

Torsten

Is this the setup you are looking for?!?

Thanks, Greetings and nice Day/Evening
Michelle Konzack
Systemadministrator
24V Electronic Engineer
Tamay Dogan Network
Debian GNU/Linux Consultant

–
Linux-User #280138 with the Linux Counter, http://counter.li.org/
##################### Debian GNU/Linux Consultant #####################
http://www.tamay-dogan.net/ Michelle Konzack
http://www.can4linux.org/ Apt. 917
http://www.flexray4linux.org/ 50, rue de Soultz
Jabber linux4michelle@jabber.ccc.de 67100 Strabourg/France
IRC #Debian (irc.icq.com) Tel. DE: +49 177 9351947
ICQ #328449886 Tel. FR: +33 6 61925193

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

2010 RT Training Sessions!
San Francisco, CA, USA - Feb 22 & 23
Dublin, Ireland - Mar 15 & 16
Boston, MA, USA - April 5 & 6
Washington DC, USA - Oct 25 & 26

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de

8

Hello Torsten Brumm,

I am ON THE LIST and do not need to be CC’ed

Am 2010-03-21 12:40:51, hacktest Du folgendes herunter:

Yes, thats correct, but why you need this? RT can handle this for you, why
several vhosts?

Because I use SUBDOMAINS for several different things and one of those
things are

  itsystems.tamay-dogan.net
electronica.tamay-dogan.net
    energia.tamay-dogan.net
         support.tdwave.net
        business.tdwave.net

which are on the same physical host for examle and have nothing to with
each other and nearly each ofthse has two or more RT things running.

You grant Department Sales@bar.com the rights to see their your and
sales@foo.com the rights to see their one requests

And yes, you can also setup rt in that way that all department queues come
with their own RT Subject line.

This had not worked for me.

Thanks, Greetings and nice Day/Evening
Michelle Konzack
Systemadministrator
24V Electronic Engineer
Tamay Dogan Network
Debian GNU/Linux Consultant

Linux-User #280138 with the Linux Counter, http://counter.li.org/
##################### Debian GNU/Linux Consultant #####################
http://www.tamay-dogan.net/ Michelle Konzack
http://www.can4linux.org/ Apt. 917
http://www.flexray4linux.org/ 50, rue de Soultz
Jabber linux4michelle@jabber.ccc.de 67100 Strabourg/France
IRC #Debian (irc.icq.com) Tel. DE: +49 177 9351947
ICQ #328449886 Tel. FR: +33 6 61925193

signature.pgp (189 Bytes)