I started a new job last week and one of the systems they don’t have is a ticket request tracker. I’ve come to be dependent on Request Tracker (RT) from my time at Northeastern University and at UMass Boston. At Orange, we managed our tasks with a share point list and an email alias, which worked fine, but looking back, I should have implemented RT.
If you’re not familiar with RT, the first release in 1996 and was written by Jesse Vincent. RT is an issue ticket request tracker which began with an email interface and a tcl/tk interface. Now there is a web interface. The web interface isn’t the best, but the latest version (4.2) is much better looking than the releases of the past. I wish they would just twitter bootstrap the who thing and not bother or worry about the css.
The web interface is really for the help desk, not the ticket requestors. The ticket requests will continue to be primariy entered by sending email to the system.
I’m building this as a KVM Domain so let’s get started and clone the Ubuntu 14.04 gold master. Again, I realize I should be doing this in a devops-y way, but the install still needs to be documented before I can automate it. Also, I don’t want to use the package manager to install RT becasue I want the latest version.
virt-clone --connect=qemu:///system -o UbuntuServer1404 -n RT -f RT.qcow2
Login to the system when it comes up, become root with “sudo -i” and edit the following files to change the hostname to rt:
Now reboot, login again, become root and update the system and reboot:
Login again, become root and cd into /usr/local/src. Download the latest version of RT from the author’s website, Best Practical. Gunzip and extract the tar file, cd into the newly created directory.
tar -xvf rt.tar
I’ve already gone through and figured out the package dependancies:
apt-get install build-essential mysql-server apache2 postfix mailutils openssl libyaml libyaml-appconfig-perl openssl-dev libexpat1-dev
Now let’s see what’s missing:
/usr/bin/perl -MCPAN -e shell
‘make fixdeps’ will install all the CPAN modules:
Test again to see that all dependancies have been met:
Once you have met the dependancies you can install RT:
Now comes the tricky part. First add mod_fastcgi:
apt-get install libapache2-mod-fastcgi
Create the Request Tracker apache conf, you can compy and paste this into your terminal, hit ctrl-d to save. This is the trick, the example on the RT website is incorrect, notice I’ve commented out Order and Allow and added the Require statement.
cat > /etc/apache2/sites-available/request-tracker.conf
# Tell FastCGI to put its temporary files somewhere sane; this may
# be necessary if your distribution doesn't already set it
FastCgiServer /opt/rt4/sbin/rt-server.fcgi -processes 5 -idle-timeout 300
### Optional apache logs for RT
# Ensure that your log rotation scripts know about these files
# ErrorLog /opt/rt4/var/log/apache2.error
# TransferLog /opt/rt4/var/log/apache2.access
# LogLevel debug
ScriptAlias / /opt/rt4/sbin/rt-server.fcgi/
#Allow from all
Require all granted
AddHandler fastcgi-script fcgi
Hit the server with a browser and you should be on your way. The default account is root/password.