Rt as secondary website

RT Users
1

I have a server that I would like to get rt running on but I’ve come to
a couple of problems that I can’t resolve myself. The machine is CentOS
4.3 and I’ve followed the install guide for RHEL4 and have everything
installed and ready except I can’t figure out how to get to the web
interface. I thought I could run it under the html document tree of one
of the virtual hosts on the box (that we control) but I can’t seem to
get rt to work on a URL like http://www.example.com/path/to/rt3 and I
can’t clobber the site already running on http://www.example.com.

Another option I’ve thought of is to run rt on the domain name of the
server, http://host.net, but the websites we host (say
http://www.website.com) in the interest of having a signed cert for
their secure web pages host them on the server’s DN:
https://host.net/~website.com/secure/index.html and I don’t want to
interfere with this.

I hope this makes enough sense to be understandable. I’m sure there’s a
way to do it. I’m just not versed with apache and WWW enough to know
how to proceed.

Justin

2

I hope this makes enough sense to be understandable. I’m sure there’s
a

Mmm… sort of.

way to do it. I’m just not versed with apache and WWW enough to know
how to proceed.

sounds like an apache thing, not an RT thing. I’d start with apache and
virtual host configurations.

Good luck,

duncan

3

sounds like an apache thing, not an RT thing. I’d start with apache and
virtual host configurations.

So is it not possible to run RT from http://www.example.com/rt/?

I thought I configured the RT_Siteconfig.pm file correctly but now I
realize I have no idea what $rtname, $WebPath, and $WebBaseURL mean.

Any direction or suggestions would be welcome at this point.

Justin

4

sounds like an apache thing, not an RT thing. I’d start with apache and
virtual host configurations.

So is it not possible to run RT from http://www.example.com/rt/?

What do you mean?

You configure apache to connect certain urls to scripts (usually fcgi or mod_perl)
that run rt. But you can certainly connect other urls to other files
or scripts that are unrelated to rt.

As an example, I do this:

ScriptAlias /accc /usr/local/rt/production/bin/mason_handler_accc.fcgi

And that connects the url http://example.com/accc to
the script mason_handler_accc.fcgi

Other urls can do other things.

 bobg
5

Hi all. Just wondering if any of you have developed a canned Scrip that
does this:

  • OnCreate, checks the domain name of the sender to pattern match
    against queue names
  • Moves the ticket to the appropriate Queue, based on match, else stays
    in general queue

I realize the pattern match part is the hardest part and I have
purposely left it ambiguous.

Has anyone else sought this kind of behavior?

How do others of you handle ticketing based on company account? I have
also seen that I can create a custom field and call it “Company Name” or
something, and that each ticket could be manually assigned to the right
company name.

David Smithson

ActivSupport, Inc.
Your Flexible IT Partner
Microsoft Gold Partner – Small Business Specialist

Director of Technical Services
Direct: (415) 869 2991

Technical Support Hotline: (415) 979 9285

CLICK HERE FOR ONLINE SUPPORT

6

Oops! Sorry man, I forgot to rewrite the subject. This is not related
to this thread. I’ll repost.

David Smithson

CLICK HERE FOR ONLINE SUPPORT-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of David
Smithson
Sent: Tuesday, June 13, 2006 5:56 PM
To: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] rt as secondary website

Hi all. Just wondering if any of you have developed a canned Scrip that
does this:

  • OnCreate, checks the domain name of the sender to pattern match
    against queue names
  • Moves the ticket to the appropriate Queue, based on match, else stays
    in general queue

I realize the pattern match part is the hardest part and I have
purposely left it ambiguous.

Has anyone else sought this kind of behavior?

How do others of you handle ticketing based on company account? I have
also seen that I can create a custom field and call it “Company Name” or
something, and that each ticket could be manually assigned to the right
company name.

David Smithson

ActivSupport, Inc.
Your Flexible IT Partner
Microsoft Gold Partner – Small Business Specialist

Director of Technical Services
Direct: (415) 869 2991

Technical Support Hotline: (415) 979 9285

CLICK HERE FOR ONLINE SUPPORT
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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

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

We’re hiring! Come hack Perl for Best Practical:
http://bestpractical.com/about/jobs.html

7

What do you mean?

You configure apache to connect certain urls to scripts (usually fcgi or mod_perl)
that run rt. But you can certainly connect other urls to other files
or scripts that are unrelated to rt.

As an example, I do this:

ScriptAlias /accc /usr/local/rt/production/bin/mason_handler_accc.fcgi

And that connects the url http://example.com/accc to
the script mason_handler_accc.fcgi

Other urls can do other things.

I’m sorry for appearing like I want this list to solve my apache
problems. It seems there are a few more things I need to learn myself
seeing that I wasn’t sure what questions to ask.

Justin