ITO Request Tracker


The configuration for the ITO RT is mostly held in the LCFG header <dice/options/itort-server.h>. However a number of things had to be done manually to get the server up and running over and above this.

  • get MySQL started, om mysql start should do it, although for me I then had to assign the root password manually using mysqladmin for some reason
  • edit /etc/rt/ file - this is generated by LCFG but does not add the MySQL password which must be done manually (the password is in the rootpw file in the MySQL installation directory) - on reflection I think this means that when the server is rebooted LCFG will rewrite the config and the password will be lost (or maybe that only happens on explicit reconfiguration), this needs to be sorted (NOTE (Chris, 6 Oct 08; Updated Graham, Mar 09): Rather than have the service subject to unpredictable failures of this kind, the ITORT live header now removes /etc/rt/ from the control of the file component and makes it hand-maintained: !file.files mREMOVE(config).

  • initialize the RT database, rt-setup-databse --action init - of course if you are recovering a failed server you won't need to do this - you may need a --dbpassword argument to this which should be the same as the one used in the config file
  • start the web server with om apacheconf start

You should now have a basic RT installation up and running. Further configuration is done through the web interface using the root user/password as held in the site configuration. Note that it is necessary to comment out the WebExternalAuth line in the config in order to get a login prompt rather than use Cosign authentication.


A nightly MySQL dump is taken and stored in /disk/scratch/rtdump. You should be able to follow normal documented procedures for MySQL to take this dump file and reload the RT database. Mirrors should be being made of /disk/scratch/rtdump, /disk/scratch/rtdata (the MySQL directory) and /disk/scratch/rthome (the home directory of the rt user) - see the header file for details.

A copy of all incoming mail to the ITO RT is saved on the mail.inf mail server. This can be used to manually add mail that came in but was not stored in the RT database during any service downtime for example. This mail can be found in the rt user account on the mail.inf mail server, see the .procmailrc for the file name (note that this mail file also stores incoming mail for the computing support RT and the forumtracker RT at present).

Other Setup

Since incoming mail to RT comes from the mail.inf mail server and is not local to the RT server, in order for the rt-mailgate script to be run remote ssh access for the rt user must be enabled (the rt-mailgate program processes incoming mail and loads it into the RT database). For this to happen the /disk/scratch/rthome/.ssh directory must be setup with appropriate keys - I did this by simply copying the same directory from the rt user on the forumtracker server. You should also then do a login from mail.inf as the rt user to itort.inf to test (and to answer assertively to the key prompt so that automated logins will not get the prompt).

The rt user on the mail.inf mail server needs suitable .procmailrc filter rules to gate mail onto the RT server. See the file for details - ssh mail, nsu rt, less ~/.procmailrc.

-- TimColles - 19 Sep 2008

Topic revision: r3 - 16 Mar 2009 - 12:37:12 - GrahamDutton
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