RT 3.4.1 on Tiger (Mac Os X 10.4)

Hi all, I got rt 3.4.1 installed and running on the tiger release (its dues
in about a month), the only real problem I had was that rt could not under
any circumstances connect to mysql via the socket, I had to put the physical
ip address into SITE.pm which is below. Other than that I used fink to
installed OSXUserUtils from www.osxgnu.org so that we can add the rt group
via command line. Installed wget, and lynx for cpan. Perl is version 5.8.6
out of the box. Am using the /etc/httpd/sites/0000_any_00.conf file for rt,
and its working like a charm. Below are mt RT_SIte_Sonfig.pm and my
httpd.conf files. NOTE: make fixdeps did not install Apache::DBI, had do do
so manually.

If you have any questions please do let me know, or if you want a more
formal doc also let me know.


Default Virtual Host Configuration

<VirtualHost *:16080>
#<VirtualHost *:80>
ServerName helpdesk2…com
DocumentRoot /usr/local/rt3.4/share/html
AddDefaultCharset UTF-8
PerlModule Apache::DBI
PerlRequire /usr/local/rt3.4/bin/webmux.pl

SetHandler perl-script
PerlHandler RT::Mason

ErrorLog /var/log/helpdesk-error.log
CustomLog /var/log/helpdesk-access.log common
CustomLog /var/log/helpdesk-combined.log combined


WARNING: NEVER EDIT RT_Config.pm. Instead, copy any sections you want to

change to RT_SiteConfig.pm

and edit them there.

package RT;

=head1 NAME


=for testing

use RT::Config;


{{{ Base Configuration

$rtname is the string that RT will look for in mail messages to

figure out what ticket a new piece of mail belongs to

Your domain name is recommended, so as not to pollute the namespace.

once you start using a given tag, you should probably never change it.

(otherwise, mail for existing tickets won’t get put in the right place

Set($rtname , “…com”);

You should set this to your organization’s DNS domain. For example,

fsck.com or asylum.arkham.ma.us. It’s used by the linking interface to

guarantee that ticket URIs are unique and easy to construct.

Set($Organization , “…com”);

$user_passwd_min defines the minimum length for user passwords. Setting

it to 0 disables this check

Set($MinimumPasswordLength , “5”);

$Timezone is used to convert times entered by users into GMT and back


It should be set to a timezone recognized by your local unix box.

Set($Timezone , ‘US/Eastern’);


{{{ Database Configuration

Database driver beeing used. Case matters

Valid types are “mysql”, “Oracle” and “Pg”

Set($DatabaseType , ‘mysql’);

The domain name of your database server

If you’re running mysql and it’s on localhost,

leave it blank for enhanced performance

Set($DatabaseHost , ‘’);
Set($DatabaseRTHost , ‘’);

The port that your database server is running on. Ignored unless it’s

a positive integer. It’s usually safe to leave this blank

Set($DatabasePort , ‘3306’);

#The name of the database user (inside the database)
Set($DatabaseUser , ‘root’);

Password the DatabaseUser should use to access the database

Set($DatabasePassword , ‘password’);

The name of the RT’s database on your database server

Set($DatabaseName , ‘rt3’);

If you’re using Postgres and have compiled in SSL support,

set DatabaseRequireSSL to 1 to turn on SSL communication

Set($DatabaseRequireSSL , undef);


{{{ Incoming mail gateway configuration

OwnerEmail is the address of a human who manages RT. RT will send

errors generated by the mail gateway to this address. This address

should not be an address that’s managed by your RT instance.

Set($OwnerEmail , ‘root’);

If $LoopsToRTOwner is defined, RT will send mail that it believes

might be a loop to $RT::OwnerEmail

Set($LoopsToRTOwner , 1);

If $StoreLoops is defined, RT will record messages that it believes

to be part of mail loops.

As it does this, it will try to be careful not to send mail to the

sender of these messages

Set($StoreLoops , undef);

$MaxAttachmentSize sets the maximum size (in bytes) of attachments stored

in the database.

For mysql and oracle, we set this size at 10 megabytes.

If you’re running a postgres version earlier than 7.1, you will need

to drop this to 8192. (8k)

Set($MaxAttachmentSize , 10000000);

$TruncateLongAttachments: if this is set to a non-undef value,

RT will truncate attachments longer than MaxAttachmentSize.

Set($TruncateLongAttachments , undef);

$DropLongAttachments: if this is set to a non-undef value,

RT will silently drop attachments longer than MaxAttachmentSize.

Set($DropLongAttachments , undef);

If $ParseNewMessageForTicketCcs is true, RT will attempt to divine

Ticket ‘Cc’ watchers from the To and Cc lines of incoming messages

Be forewarned that if you have any addresses which forward mail to

RT automatically and you enable this option without modifying

“RTAddressRegexp” below, you will get yourself into a heap of trouble.

Set($ParseNewMessageForTicketCcs , undef);

RTAddressRegexp is used to make sure RT doesn’t add itself as a ticket CC


the setting above is enabled.

Set($RTAddressRegexp , ‘^rt@…com$’);

RT provides functionality which allows the system to rewrite

incoming email addresses. In its simplest form,

you can substitute the value in CanonicalizeEmailAddressReplace

for the value in CanonicalizeEmailAddressMatch

(These values are passed to the CanonicalizeEmailAddress subroutine in


By default, that routine performs a s/$Match/$Replace/gi on any address

passed to it

#Set($CanonicalizeEmailAddressMatch , ‘@hellpdesk2…com$’);
#Set($CanonicalizeEmailAddressReplace , ‘@…com’);

set this to true and the create new user page will use the values that you

enter in the form but use the function CanonicalizeUserInfo in

Set($CanonicalizeOnCreate , 0);

If $SenderMustExistInExternalDatabase is true, RT will refuse to

create non-privileged accounts for unknown users if you are using

the “LookupSenderInExternalDatabase” option.

Instead, an error message will be mailed and RT will forward the

message to $RTOwner.

If you are not using $LookupSenderInExternalDatabase, this option

has no effect.

If you define an AutoRejectRequest template, RT will use this

template for the rejection message.

Set($SenderMustExistInExternalDatabase , undef);


{{{ Outgoing mail configuration

RT is designed such that any mail which already has a ticket-id associated

with it will get to the right place automatically.

$CorrespondAddress and $CommentAddress are the default addresses

that will be listed in From: and Reply-To: headers of correspondence

and comment mail tracked by RT, unless overridden by a queue-specific


Set($CorrespondAddress , ‘RT_CorrespondAddressNotSet’);

Set($CommentAddress , ‘RT_CommentAddressNotSet’);

#Sendmail Configuration

$MailCommand defines which method RT will use to try to send mail

We know that ‘sendmailpipe’ works fairly well.

If ‘sendmailpipe’ doesn’t work well for you, try ‘sendmail’

Note that you should remove the ‘-t’ from $SendmailArguments

if you use ‘sendmail’ rather than ‘sendmailpipe’

Set($MailCommand , ‘sendmailpipe’);

$SendmailArguments defines what flags to pass to $Sendmail

assuming you picked ‘sendmail’ or ‘sendmailpipe’ as the $MailCommand


If you picked ‘sendmailpipe’, you MUST add a -t flag to $SendmailArguments

These options are good for most sendmail wrappers and workalikes

Set($SendmailArguments , “-oi -t”);

These arguments are good for sendmail brand sendmail 8 and newer

#Set($SendmailArguments,"-oi -t -ODeliveryMode=b -OErrorMode=m");

If you selected ‘sendmailpipe’ above, you MUST specify the path

to your sendmail binary in $SendmailPath.

!! If you did not # select ‘sendmailpipe’ above, this has no effect!!

Set($SendmailPath , “/usr/sbin/sendmail”);

By default, RT sets the outgoing mail’s “From:” header to

“SenderName via RT”. Setting this option to 0 disables it.

Set($UseFriendlyFromLine , 1);

sprintf() format of the friendly ‘From:’ header; its arguments

are SenderName and SenderEmailAddress.

Set($FriendlyFromLineFormat , “”%s via RT" <%s>");

RT can optionally set a “Friendly” ‘To:’ header when sending messages to

Ccs or AdminCcs (rather than having a blank ‘To:’ header.


If you are using sendmail, rather than postfix, qmail, exim or some other


you must disable this option.

Set($UseFriendlyToLine , 0);

sprintf() format of the friendly ‘From:’ header; its arguments

are WatcherType and TicketId.

Set($FriendlyToLineFormat, “”%s of $RT::rtname Ticket #%s":;");

By default, RT doesn’t notify the person who performs an update, as they

already know what they’ve done. If you’d like to change this behaviour,

Set $NotifyActor to 1

Set($NotifyActor, 0);

By default, RT records each message it sends out to its own internal

database.# To change this behaviour, set $RecordOutgoingEmail to 0

Set($RecordOutgoingEmail, 1);


{{{ Logging

Logging. The default is to log anything except debugging

information to syslog. Check the Log::Dispatch POD for

information about how to get things by syslog, mail or anything

else, get debugging info in the log, etc.

It might generally make

sense to send error and higher by email to some administrator.

If you do this, be careful that this email isn’t sent to this RT instance.

the minimum level error that will be logged to the specific device.

levels from lowest to highest:

debug info notice warning error critical alert emergency

Mail loops will generate a critical log message.

Set($LogToSyslog , ‘debug’);
Set($LogToScreen , ‘error’);
Set($LogToFile , ‘debug’);
Set($LogDir, ‘/usr/local/rt3.4/var/log’);
Set($LogToFileNamed , “rt.log”); #log to rt.log

On Solaris or UnixWare, set to ( socket => ‘inet’ ). Options here

override any other options RT passes to Log::Dispatch::Syslog.

Other interesting flags include facility and logopt. (See the

Log::Dispatch::Syslog documentation for more information.) (Maybe

ident too, if you have multiple RT installations.)

@LogToSyslogConf = () unless (@LogToSyslogConf);


{{{ Web interface configuration

Define the directory name to be used for images in rt web


If you’re putting the web ui somewhere other than at the root of

your server

$WebPath requires a leading / but no trailing /

Set($WebPath , “”);

This is the Scheme, server and port for constructing urls to webrt

$WebBaseURL doesn’t need a trailing /

Set($WebBaseURL , “http://helpdesk2…com:80”);
#Set($WebBaseURL , “http://RT::WebBaseURL.not.configured:80”);

Set($WebURL , $WebBaseURL . $WebPath . “/”);

$WebImagesURL points to the base URL where RT can find its images.

Set($WebImagesURL , $WebPath . “/NoAuth/images/”);

$RTLogoURL points to the URL of the RT logo displayed in the web UI

Set($LogoURL , $WebImagesURL . “bplogo.gif”);

WebNoAuthRegex - What portion of RT’s URLspace should not require


Set($WebNoAuthRegex, qr!^(?:/+NoAuth/|
/+REST/\d+.\d+/NoAuth/)!x );

For message boxes, set the entry box width and what type of wrapping

to use.

Default width: 72

Set($MessageBoxWidth , 72);

Default wrapping: “HARD” (choices “SOFT”, “HARD”)

Set($MessageBoxWrap, “HARD”);

if TrustHTMLAttachments is not defined, we will display them

as text. This prevents malicious HTML and javascript from being

sent in a request (although there is probably more to it than that)

Set($TrustHTMLAttachments , undef);

Should RT redistribute correspondence that it identifies as

machine generated? A true value (the default) will do so, setting

this to ‘0’ will cause no such messages to be redistributed.

You can also use ‘privileged’, which will redistribute only to

privileged users. This is seful if you get malformed bounces caused by

autocreated requestors with bogus addresses.

Set($RedistributeAutoGeneratedMessages, 1);

If PreferRichText is set to a true value, RT will show HTML/Rich text

messages in preference to their plaintext alternatives. RT “scrubs” the

html to show only a minimal subset of HTML to avoid possible contamination

by cross-site-scripting attacks.

Set($PreferRichText, undef);

If $WebExternalAuth is defined, RT will defer to the environment’s

REMOTE_USER variable.

Set($WebExternalAuth , undef);

If $WebFallbackToInternalAuth is undefined, the user is allowed a chance

of fallback to the login screen, even if REMOTE_USER failed.

Set($WebFallbackToInternalAuth , undef);

$WebExternalGecos means to match ‘gecos’ field as the user identity);

useful with mod_auth_pwcheck and IIS Integrated Windows logon.

Set($WebExternalGecos , undef);

$WebExternalAuto will create users under the same name as REMOTE_USER

upon login, if it’s missing in the Users table.

Set($WebExternalAuto , undef);

$WebSessionClass is the class you wish to use for managing Sessions.

It defaults to use your SQL database, but if you are using MySQL 3.x and

plans to use non-ascii Queue names, uncomment and add this line to

RT_SiteConfig.pm will prevent session corruption.

Set($WebSessionClass , ‘Apache::Session::File’);

By default, RT clears its database cache after every page view.

This ensures that you’ve always got the most current information

when working in a multi-process (mod_perl or FastCGI) Environment

Setting $WebFlushDbCacheEveryRequest to ‘0’ will turn this off,

which will speed RT up a bit, at the expense of a tiny bit of data


Set($WebFlushDbCacheEveryRequest, ‘1’);

$MaxInlineBody is the maximum attachment size that we want to see

inline when viewing a transaction. 13456 is a random sane-sounding


Set($MaxInlineBody, 13456);

$MyTicketsLength is the length of the owned tickets table on the

front page. For some people, the default of 10 isn’t big enough

to get a feel for how much work needs to be done before you get

some time off.

Set($MyTicketsLength, 10);

$MyRequestsLength is the length of the requested tickets table

on the front page.

Set($MyRequestsLength, 10);

@MasonParameters is the list of parameters for the constructor of

HTML::Mason’s Apache or CGI Handler. This is normally only useful

for debugging, eg. profiling individual components with:

use MasonX::Profiler; # available on CPAN

@MasonParameters = (preamble => 'my $p = MasonX::Profiler->new($m,


@MasonParameters = () unless (@MasonParameters);

$DefaultSearchResultFormat is the default format for RT search results

Set ($DefaultSearchResultFormat, qq{


{{{ RT UTF-8 Settings

An array that contains languages supported by RT’s internationalization

interface. Defaults to all *.po lexicons; setting it to qw(en ja) will


RT bilingual instead of multilingual, but will save some memory.

@LexiconLanguages = qw(*) unless (@LexiconLanguages);

An array that contains default encodings used to guess which charset

an attachment uses if not specified. Must be recognized by


@EmailInputEncodings = qw(utf-8 iso-8859-1 us-ascii) unless

The charset for localized email. Must be recognized by Encode.

Set($EmailOutputEncoding , ‘utf-8’);


{{{ RT Date Handling Options (for Time::ParseDate)

Set this to 1 if your local date convention looks like “dd/mm/yy”

instead of “mm/dd/yy”.

Set($DateDayBeforeMonth , 1);

Should “Tuesday” default to meaning “Next Tuesday” or “Last Tuesday”?

Set to 0 for “Next” or 1 for “Last”.

Set($AmbiguousDayInPast , 1);


{{{ Miscellaneous RT Settings

You can define new statuses and even reorder existing statuses here.


will break horribly.

@ActiveStatus = qw(new open stalled) unless @ActiveStatus;
@InactiveStatus = qw(resolved rejected deleted) unless @InactiveStatus;


{{{ Development Mode

RT comes with a “Development mode” setting.

This setting, as a convenience for developers, turns on

all sorts of development options that you most likely don’t want in


* Turns off Mason’s ‘static_source’ directive. By default, you can’t

edit RT’s web ui components on the fly and have RT magically pick up

your changes. (It’s a big performance hit)

* More to come

Set($DevelMode => ‘0’);