Initial commit 4.0.5-3

[usit-rt.git] / share / doc / README

RT is an enterprise-grade issue tracking system. It allows organizations
to keep track of what needs to get done, who is working on which tasks,
what's already been done, and when tasks were (or weren't) completed.

RT doesn't cost anything to use, no matter how much you use it; it is
freely available under the terms of Version 2 of the GNU General Public
License.

RT is commercially-supported software. To purchase support, training,
custom development, or professional services, please get in touch with
us at <sales@bestpractical.com>.

     Jesse Vincent
     Best Practical Solutions, LLC
     March, 2011


REQUIRED PACKAGES
-----------------

o   Perl 5.8.3 or later (http://www.perl.org).

        Perl versions prior to 5.8.3 contain bugs that could result in
        data corruption. RT won't start on older versions.

o   A supported SQL database

        Currently supported:  Mysql 4.1 or later with InnoDB support.
                              Postgres 8.1 or later.
                              Oracle 9iR2 or later.
                              SQLite 3.0. (Not recommended for production)

o   Apache version 1.3.x or 2.x (http://httpd.apache.org)
        with mod_perl -- (http://perl.apache.org)
        or with FastCGI -- (www.fastcgi.com)
        or other webserver with FastCGI support

        RT's FastCGI handler needs to access RT's configuration file.

o   Various and sundry perl modules

        A tool included with RT takes care of the installation of most
        of these automatically during the install process.

        The tool supplied with RT uses Perl's CPAN (http://www.cpan.org)
        to install modules. Some operating systems package all or some
        of the modules required, and you may be better off installing
        the modules that way.


GENERAL INSTALLATION
--------------------

 1) Unpack this distribution other than where you want to install RT.
    To do this cleanly, run the following command:

        tar xzvf rt.tar.gz -C /tmp

 2) Run the "configure" script.  To see the list of options, run:

        ./configure --help

    Peruse the options, then rerun ./configure with the flags you want.

    RT defaults to installing in /opt/rt4 with MySQL as its database. It
    tries to guess which of www-data, www, apache or nobody your
    webserver will run as, but you can override that behavior.  Note
    that the default install directory in /opt/rt4 does not work under
    SELinux's default configuration.

    If you are upgrading from a previous version of RT, please review
    the upgrade notes for the appropriate versions, which can be found
    in docs/UPGRADING-* If you are coming from 3.8.6 to 4.0.x you should
    review both the UPGRADING-3.8 and UPGRADING-4.0 file.  Similarly, if
    you were coming from 3.6.7, you would want to review UPGRADING-3.6,
    UPGRADING-3.8 and UPGRADING-4.0

    It is particularly important that you read the warnings at the top of
    UPGRADING-4.0 for some common issues.

 3) Make sure that RT has the Perl and system libraries it needs to run.
    Check for missing dependencies by running:

        make testdeps

 4) If the script reports any missing dependencies, install them by
    hand, or run the following command as a user who has permission to
    install perl modules on your system:

        make fixdeps

    Some modules require user input or environment variables to install
    correctly, so it may be necessary to install them manually.

    If you are installing with CPAN module older than 1.84, you will
    need to start CPAN (by running perl -MCPAN -e shell) and upgrade the
    CPAN shell with:

        install CPAN

    If you are unsure of your CPAN version, it will be printed when you
    run the shell.

    If you are having trouble installing GD or Graphviz, you should
    install gd-devel and the graphviz libraries using your
    distribution's package manager.

 5) Check to make sure everything was installed properly.

        make testdeps

    It might sometimes be necessary to run "make fixdeps" several times
    to install all necessary perl modules.

6a) If this is a NEW installation (not an upgrade):

      As a user with permission to install RT in your chosen directory,
      type:

          make install

      To configure RT with the web installer, run:

          /opt/rt4/sbin/rt-server

      and follow the instructions.  Once completed, you should now have a
      working RT instance running with the standalone rt-server.  Press
      Ctrl-C to stop it, and proceed to Step 7 to configure a recommended
      deployment environment for production.

      To configure RT manually, you must setup etc/RT_SiteConfig.pm in
      your RT installation directory.  You'll need to add any values you
      need to change from the defaults in etc/RT_Config.pm

      As a user with permission to read RT's configuration file, type:

          make initialize-database

      If the make fails, type:

          make dropdb

      and re-run 'make initialize-database'.

6b) If you are UPGRADING from a previous installation:

      Before upgrading, always ensure that you have a complete current
      backup. If you don't have a current backup, upgrading your database
      could accidentally damage it and lose data, or worse.

      If you are using MySQL, please read the instructions in
      docs/UPGRADING.mysql as well to ensure that you do not corrupt
      existing data.

      First, stop your webserver.  You may also wish to put incoming email
      into a hold queue, to avoid temporary delivery failure messages if
      your upgrade is expected to take several hours.

      Next, install new binaries, config files and libraries by running:

          make upgrade

      This will also prompt you to upgrade your database by running:

          /opt/rt4/sbin/rt-setup-database \
              --prompt-for-dba-password --action upgrade

      You should back up your database before running this command.
      When you run it, you will be prompted for your previous version of
      RT (such as 3.6.4) so that the appropriate set of database
      upgrades can be applied.

      Finally, clear the Mason cache dir:

          rm -fr /opt/rt4/var/mason_data/obj

      You may then start your web server again.

 7) Configure the web server, as described in docs/web_deployment.pod,
    and the email gateway, as described below.

    NOTE: root's password for the web interface is "password" (without
    the quotes).  Not changing this is a SECURITY risk!

    Once you've set up the web interface, consider setting up automatic
    logout for inactive sessions. For more information about how to do
    that, run:

        perldoc /path/to/rt/sbin/rt-clean-sessions

 8) Set up users, groups, queues, scrips and access control.

    Until you do this, RT will not be able to send or receive email, nor
    will it be more than marginally functional.  This is not an optional
    step.

 9) Set up automated recurring tasks (cronjobs):

    To generate email digest messages, you must arrange for the provided
    utility to be run once daily, and once weekly. You may also want to
    arrange for the rt-email-dashboards utility to be run hourly.  For
    example, if your task scheduler is cron, you can configure it as
    follows:

        crontab -e    # as the RT administrator (probably root)
        # insert the following lines:
        0 0 * * * /opt/rt4/sbin/rt-email-digest -m daily
        0 0 * * 0 /opt/rt4/sbin/rt-email-digest -m weekly
        0 * * * * /opt/rt4/sbin/rt-email-dashboards

10) Configure the RT email gateway.  To let email flow to your RT
    server, you need to add a few lines of configuration to your mail
    server's "aliases" file. These lines "pipe" incoming email messages
    from your mail server to RT.

    Add the following lines to /etc/aliases (or your local equivalent)
    on your mail server:

        rt:         "|/opt/rt4/bin/rt-mailgate --queue general --action correspond --url http://rt.example.com/"
        rt-comment: "|/opt/rt4/bin/rt-mailgate --queue general --action comment --url http://rt.example.com/"

    You'll need to add similar lines for each queue you want to be able to
    send email to. To find out more about how to configure RT's email
    gateway, type:

           perldoc /opt/rt4/bin/rt-mailgate


GETTING HELP
------------

If RT is mission-critical for you or if you use it heavily, we recommend
that you purchase a commercial support contract.  Details on support
contracts are available at http://www.bestpractical.com or by writing to
<sales@bestpractical.com>.

If you're interested in having RT extended or customized or would like
more information about commercial support options, please send email to
<sales@bestpractical.com> to discuss rates and availability.


MAILING LISTS AND WIKI
----------------------

To keep up to date on the latest RT tips, techniques and extensions, you
may wish to join the rt-users mailing list.  Send a message to:

      rt-users-request@lists.bestpractical.com

with the body of the message consisting of only the word:

     subscribe

If you're interested in hacking on RT, you'll want to subscribe to
<rt-devel@lists.bestpractical.com>.  Subscribe to it with instructions
similar to those above.  Address questions about the stable release to
the rt-users list, and questions about the development version to the
rt-devel list.

The RT wiki, at http://requesttracker.wikia.com/ , is also a potential
resource.


SECURITY
--------

If you believe you've discovered a security issue in RT, please send an
email to <security@bestpractical.com> with a detailed description of the
issue, and a secure means to respond to you (such as your PGP public
key).  You can find our PGP key and fingerprint at
http://bestpractical.com/security/


BUGS
----

RT's a pretty complex application, and as you get up to speed, you might
run into some trouble. Generally, it's best to ask about things you run
into on the rt-users mailinglist (or pick up a commercial support
contract from Best Practical). But, sometimes people do run into
bugs. In the exceedingly unlikely event that you hit a bug in RT, please
report it! We'd love to hear about problems you have with RT, so we can
fix them.  To report a bug, send email to <rt-bugs@bestpractical.com>.


# BEGIN BPS TAGGED BLOCK {{{
#
# COPYRIGHT:
#
# This software is Copyright (c) 1996-2011 Best Practical Solutions, LLC
#                                          <sales@bestpractical.com>
#
# (Except where explicitly superseded by other copyright notices)
#
#
# LICENSE:
#
# This work is made available to you under the terms of Version 2 of
# the GNU General Public License. A copy of that license should have
# been provided with this software, but in any event can be snarfed
# from www.gnu.org.
#
# This work is distributed in the hope that it will be useful, but
# WITHOUT ANY WARRANTY; without even the implied warranty of
# MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE.  See the GNU
# General Public License for more details.
#
# You should have received a copy of the GNU General Public License
# along with this program; if not, write to the Free Software
# Foundation, Inc., 51 Franklin Street, Fifth Floor, Boston, MA
# 02110-1301 or visit their web page on the internet at
# http://www.gnu.org/licenses/old-licenses/gpl-2.0.html.
#
#
# CONTRIBUTION SUBMISSION POLICY:
#
# (The following paragraph is not intended to limit the rights granted
# to you to modify and distribute this software under the terms of
# the GNU General Public License and is only of importance to you if
# you choose to contribute your changes and enhancements to the
# community by submitting them to Best Practical Solutions, LLC.)
#
# By intentionally submitting any modifications, corrections or
# derivatives to this work, or any other work intended for use with
# Request Tracker, to Best Practical Solutions, LLC, you confirm that
# you are the copyright holder for those contributions and you grant
# Best Practical Solutions,  LLC a nonexclusive, worldwide, irrevocable,
# royalty-free, perpetual, license to use, copy, create derivative
# works based on those contributions, and sublicense and distribute
# those contributions and any derivatives thereof.
#
# END BPS TAGGED BLOCK }}}