# # RT was configured with: # # $ ./configure --prefix=/www/var/rt/ --with-web-user=httpd --with-web-group=httpd --with-rt-group=uio-rt --with-apachectl=/www/sbin/apachectl --with-db-type=Pg --with-db-dba=postgres --disable-gpg # package RT; ############################# WARNING ############################# # # # NEVER EDIT RT_Config.pm ! # # # # Instead, copy any sections you want to change to # # RT_SiteConfig.pm and edit them there. Otherwise, # # your changes will be lost when you upgrade RT. # # # ############################# WARNING ############################# =head1 NAME RT::Config =head1 Base configuration =over 4 =item C<$rtname> C<$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. =cut Set($rtname, "example.com"); =item C<$Organization> You should set this to your organization's DNS domain. For example, I or I. It is used by the linking interface to guarantee that ticket URIs are unique and easy to construct. Changing it after you have created tickets in the system will B all existing ticket links! =cut Set($Organization, "example.com"); =item C<$CorrespondAddress>, C<$CommentAddress> RT is designed such that any mail which already has a ticket-id associated with it will get to the right place automatically. C<$CorrespondAddress> and C<$CommentAddress> are the default addresses that will be listed in From: and Reply-To: headers of correspondence and comment mail tracked by RT, unless overridden by a queue-specific address. They should be set to email addresses which have been configured as aliases for F. =cut Set($CorrespondAddress, ''); Set($CommentAddress, ''); =item C<$WebDomain> Domain name of the RT server, e.g. 'www.example.com'. It should not contain anything except the server name. =cut Set($WebDomain, "localhost"); =item C<$WebPort> If we're running as a superuser, run on port 80. Otherwise, pick a high port for this user. 443 is default port for https protocol. =cut Set($WebPort, 80); =item C<$WebPath> If you're putting the web UI somewhere other than at the root of your server, you should set C<$WebPath> to the path you'll be serving RT at. C<$WebPath> requires a leading / but no trailing /, or it can be blank. In most cases, you should leave C<$WebPath> set to "" (an empty value). =cut Set($WebPath, ""); =item C<$Timezone> C<$Timezone> is the default timezone, used to convert times entered by users into GMT, as they are stored in the database, and back again; users can override this. It should be set to a timezone recognized by your server. =cut Set($Timezone, "US/Eastern"); =item C<@Plugins> Set C<@Plugins> to a list of external RT plugins that should be enabled (those plugins have to be previously downloaded and installed). Example: C =cut Set(@Plugins, ()); =back =head1 Database connection =over 4 =item C<$DatabaseType> Database driver being used; case matters. Valid types are "mysql", "Oracle" and "Pg". =cut Set($DatabaseType, "Pg"); =item C<$DatabaseHost>, C<$DatabaseRTHost> The domain name of your database server. If you're running MySQL and on localhost, leave it blank for enhanced performance. C is the fully-qualified hostname of your RT server, for use in granting ACL rights on MySQL. =cut Set($DatabaseHost, "localhost"); Set($DatabaseRTHost, "localhost"); =item C<$DatabasePort> The port that your database server is running on. Ignored unless it's a positive integer. It's usually safe to leave this blank; RT will choose the correct default. =cut Set($DatabasePort, ""); =item C<$DatabaseUser> The name of the user to connect to the database as. =cut Set($DatabaseUser, "rt_user"); =item C<$DatabasePassword> The password the C<$DatabaseUser> should use to access the database. =cut Set($DatabasePassword, q{rt_pass}); =item C<$DatabaseName> The name of the RT database on your database server. For Oracle, the SID and database objects are created in C<$DatabaseUser>'s schema. =cut Set($DatabaseName, q{rt4}); =item C<$DatabaseRequireSSL> If you're using PostgreSQL and have compiled in SSL support, set C<$DatabaseRequireSSL> to 1 to turn on SSL communication with the database. =cut Set($DatabaseRequireSSL, undef); =back =head1 Logging The default is to log anything except debugging information to syslog. Check the L 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. Mail loops will generate a critical log message. =over 4 =item C<$LogToSyslog>, C<$LogToScreen> The minimum level error that will be logged to the specific device. From lowest to highest priority, the levels are: debug info notice warning error critical alert emergency Many syslogds are configured to discard or file debug messages away, so if you're attempting to debug RT you may need to reconfigure your syslogd or use one of the other logging options. Logging to your screen affects scripts run from the command line as well as the STDERR sent to your webserver (so these logs will usually show up in your web server's error logs). =cut Set($LogToSyslog, "info"); Set($LogToScreen, "info"); =item C<$LogToFile>, C<$LogDir>, C<$LogToFileNamed> Logging to a standalone file is also possible. The file needs to both exist and be writable by all direct users of the RT API. This generally includes the web server and whoever rt-crontool runs as. Note that rt-mailgate and the RT CLI go through the webserver, so their users do not need to have write permissions to this file. If you expect to have multiple users of the direct API, Best Practical recommends using syslog instead of direct file logging. You should set C<$LogToFile> to one of the levels documented above. =cut Set($LogToFile, undef); Set($LogDir, q{var/log}); Set($LogToFileNamed, "rt.log"); #log to rt.log =item C<$LogStackTraces> If set to a log level then logging will include stack traces for messages with level equal to or greater than specified. NOTICE: Stack traces include parameters supplied to functions or methods. It is possible for stack trace logging to reveal sensitive information such as passwords or ticket content in your logs. =cut Set($LogStackTraces, ""); =item C<@LogToSyslogConf> On Solaris or UnixWare, set to ( socket => 'inet' ). Options here override any other options RT passes to L. Other interesting flags include facility and logopt. (See the L documentation for more information.) (Maybe ident too, if you have multiple RT installations.) =cut Set(@LogToSyslogConf, ()); =back =head1 Incoming mail gateway =over 4 =item C<$EmailSubjectTagRegex> This regexp controls what subject tags RT recognizes as its own. If you're not dealing with historical C<$rtname> values, you'll likely never have to change this configuration. Be B with it. Note that it overrides C<$rtname> for subject token matching and that you should use only "non-capturing" parenthesis grouping. For example: C and NOT C The setting below would make RT behave exactly as it does without the setting enabled. =cut # Set($EmailSubjectTagRegex, qr/\Q$rtname\E/i ); =item C<$OwnerEmail> C<$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 I be an address that's managed by your RT instance. =cut Set($OwnerEmail, 'root'); =item C<$LoopsToRTOwner> If C<$LoopsToRTOwner> is defined, RT will send mail that it believes might be a loop to C<$OwnerEmail>. =cut Set($LoopsToRTOwner, 1); =item C<$StoreLoops> If C<$StoreLoops> is defined, RT will record messages that it believes to be part of mail loops. As it does this, it will try to be careful not to send mail to the sender of these messages. =cut Set($StoreLoops, undef); =item C<$MaxAttachmentSize> C<$MaxAttachmentSize> sets the maximum size (in bytes) of attachments stored in the database. =cut Set($MaxAttachmentSize, 10_000_000); =item C<$TruncateLongAttachments> If this is set to a non-undef value, RT will truncate attachments longer than C<$MaxAttachmentSize>. =cut Set($TruncateLongAttachments, undef); =item C<$DropLongAttachments> If this is set to a non-undef value, RT will silently drop attachments longer than C. C<$TruncateLongAttachments>, above, takes priority over this. =cut Set($DropLongAttachments, undef); =item C<$RTAddressRegexp> C<$RTAddressRegexp> is used to make sure RT doesn't add itself as a ticket CC if C<$ParseNewMessageForTicketCcs>, above, is enabled. It is important that you set this to a regular expression that matches all addresses used by your RT. This lets RT avoid sending mail to itself. It will also hide RT addresses from the list of "One-time Cc" and Bcc lists on ticket reply. If you have a number of addresses configured in your RT database already, you can generate a naive first pass regexp by using: perl etc/upgrade/generate-rtaddressregexp If left blank, RT will generate a regexp for you, based on your comment and correspond address settings on your queues; this comes at a small cost in start-up speed. =cut Set($RTAddressRegexp, undef); =item C<$CanonicalizeEmailAddressMatch>, C<$CanonicalizeEmailAddressReplace> RT provides functionality which allows the system to rewrite incoming email addresses. In its simplest form, you can substitute the value in C for the value in C (These values are passed to the C subroutine in F) By default, that routine performs a C on any address passed to it. =cut # Set($CanonicalizeEmailAddressMatch, '@subdomain\.example\.com$'); # Set($CanonicalizeEmailAddressReplace, '@example.com'); =item C<$CanonicalizeOnCreate> Set this to 1 and the create new user page will use the values that you enter in the form but use the function CanonicalizeUserInfo in F =cut Set($CanonicalizeOnCreate, 0); =item C<$ValidateUserEmailAddresses> If C<$ValidateUserEmailAddresses> is 1, RT will refuse to create users with an invalid email address (as specified in RFC 2822) or with an email address made of multiple email addresses. =cut Set($ValidateUserEmailAddresses, undef); =item C<@MailPlugins> C<@MailPlugins> is a list of authentication plugins for L to use; see L =cut =item C<$UnsafeEmailCommands> C<$UnsafeEmailCommands>, if set to 1, enables 'take' and 'resolve' as possible actions via the mail gateway. As its name implies, this is very unsafe, as it allows email with a forged sender to possibly resolve arbitrary tickets! =cut =item C<$ExtractSubjectTagMatch>, C<$ExtractSubjectTagNoMatch> The default "extract remote tracking tags" scrip settings; these detect when your RT is talking to another RT, and adjust the subject accordingly. =cut Set($ExtractSubjectTagMatch, qr/\[.+? #\d+\]/); Set($ExtractSubjectTagNoMatch, ( ${RT::EmailSubjectTagRegex} ? qr/\[(?:${RT::EmailSubjectTagRegex}) #\d+\]/ : qr/\[\Q$RT::rtname\E #\d+\]/)); =back =head1 Outgoing mail =over 4 =item C<$MailCommand> C<$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'. Other options are 'smtp' or 'qmail'. Note that you should remove the '-t' from C<$SendmailArguments> if you use 'sendmail' rather than 'sendmailpipe' For testing purposes, or to simply disable sending mail out into the world, you can set C<$MailCommand> to 'testfile' which writes all mail to a temporary file. RT will log the location of the temporary file so you can extract mail from it afterward. =cut Set($MailCommand, "sendmailpipe"); =item C<$SetOutgoingMailFrom> C<$SetOutgoingMailFrom> tells RT to set the sender envelope to the Correspond mail address of the ticket's queue. Warning: If you use this setting, bounced mails will appear to be incoming mail to the system, thus creating new tickets. =cut Set($SetOutgoingMailFrom, 0); =item C<$OverrideOutgoingMailFrom> C<$OverrideOutgoingMailFrom> is used for overwriting the Correspond address of the queue as it is handed to sendmail -f. This helps force the From_ header away from www-data or other email addresses that show up in the "Sent by" line in Outlook. The option is a hash reference of queue name to email address. If there is no ticket involved, then the value of the C key will be used. This option is irrelevant unless C<$SetOutgoingMailFrom> is set. =cut Set($OverrideOutgoingMailFrom, { # 'Default' => 'admin@rt.example.com', # 'General' => 'general@rt.example.com', }); =item C<$DefaultMailPrecedence> C<$DefaultMailPrecedence> is used to control the default Precedence level of outgoing mail where none is specified. By default it is C, but if you only send mail to your staff, you may wish to change it. Note that you can set the precedence of individual templates by including an explicit Precedence header. If you set this value to C then we do not set a default Precedence header to outgoing mail. However, if there already is a Precedence header, it will be preserved. =cut Set($DefaultMailPrecedence, "bulk"); =item C<$DefaultErrorMailPrecedence> C<$DefaultErrorMailPrecedence> is used to control the default Precedence level of outgoing mail that indicates some kind of error condition. By default it is C, but if you only send mail to your staff, you may wish to change it. If you set this value to C then we do not add a Precedence header to error mail. =cut Set($DefaultErrorMailPrecedence, "bulk"); =item C<$UseOriginatorHeader> C<$UseOriginatorHeader> is used to control the insertion of an RT-Originator Header in every outgoing mail, containing the mail address of the transaction creator. =cut Set($UseOriginatorHeader, 1); =item C<$UseFriendlyFromLine> By default, RT sets the outgoing mail's "From:" header to "SenderName via RT". Setting C<$UseFriendlyFromLine> to 0 disables it. =cut Set($UseFriendlyFromLine, 1); =item C<$FriendlyFromLineFormat> C format of the friendly 'From:' header; its arguments are SenderName and SenderEmailAddress. =cut Set($FriendlyFromLineFormat, "\"%s via RT\" <%s>"); =item C<$UseFriendlyToLine> RT can optionally set a "Friendly" 'To:' header when sending messages to Ccs or AdminCcs (rather than having a blank 'To:' header. This feature DOES NOT WORK WITH SENDMAIL[tm] BRAND SENDMAIL. If you are using sendmail, rather than postfix, qmail, exim or some other MTA, you _must_ disable this option. =cut Set($UseFriendlyToLine, 0); =item C<$FriendlyToLineFormat> C format of the friendly 'To:' header; its arguments are WatcherType and TicketId. =cut Set($FriendlyToLineFormat, "\"%s of ". RT->Config->Get('rtname') ." Ticket #%s\":;"); =item C<$NotifyActor> By default, RT doesn't notify the person who performs an update, as they already know what they've done. If you'd like to change this behavior, Set C<$NotifyActor> to 1 =cut Set($NotifyActor, 0); =item C<$RecordOutgoingEmail> By default, RT records each message it sends out to its own internal database. To change this behavior, set C<$RecordOutgoingEmail> to 0 =cut Set($RecordOutgoingEmail, 1); =item C<$VERPPrefix>, C<$VERPDomain> Setting these options enables VERP support L. Uncomment the following two directives to generate envelope senders of the form C<${VERPPrefix}${originaladdress}@${VERPDomain}> (i.e. rt-jesse=fsck.com@rt.example.com ). This currently only works with sendmail and sendmailpipe. =cut # Set($VERPPrefix, "rt-"); # Set($VERPDomain, $RT::Organization); =item C<$ForwardFromUser> By default, RT forwards a message using queue's address and adds RT's tag into subject of the outgoing message, so recipients' replies go into RT as correspondents. To change this behavior, set C<$ForwardFromUser> to 1 and RT will use the address of the current user and remove RT's subject tag. =cut Set($ForwardFromUser, 0); =back =head2 Email dashboards =over 4 =item C<$DashboardAddress> The email address from which RT will send dashboards. If none is set, then C<$OwnerEmail> will be used. =cut Set($DashboardAddress, ''); =item C<$DashboardSubject> Lets you set the subject of dashboards. Arguments are the frequency (Daily, Weekly, Monthly) of the dashboard and the dashboard's name. =cut Set($DashboardSubject, "%s Dashboard: %s"); =item C<@EmailDashboardRemove> A list of regular expressions that will be used to remove content from mailed dashboards. =cut Set(@EmailDashboardRemove, ()); =back =head2 Sendmail configuration These options only take effect if C<$MailCommand> is 'sendmail' or 'sendmailpipe' =over 4 =item C<$SendmailArguments> C<$SendmailArguments> defines what flags to pass to C<$SendmailPath> If you picked 'sendmailpipe', you MUST add a -t flag to C<$SendmailArguments> These options are good for most sendmail wrappers and work-a-likes. These arguments are good for sendmail brand sendmail 8 and newer: C =cut Set($SendmailArguments, "-oi -t"); =item C<$SendmailBounceArguments> C<$SendmailBounceArguments> defines what flags to pass to C<$Sendmail> assuming RT needs to send an error (i.e. bounce). =cut Set($SendmailBounceArguments, '-f "<>"'); =item C<$SendmailPath> If you selected 'sendmailpipe' above, you MUST specify the path to your sendmail binary in C<$SendmailPath>. =cut Set($SendmailPath, "/usr/sbin/sendmail"); =back =head2 SMTP configuration These options only take effect if C<$MailCommand> is 'smtp' =over 4 =item C<$SMTPServer> C<$SMTPServer> should be set to the hostname of the SMTP server to use =cut Set($SMTPServer, undef); =item C<$SMTPFrom> C<$SMTPFrom> should be set to the 'From' address to use, if not the email's 'From' =cut Set($SMTPFrom, undef); =item C<$SMTPDebug> C<$SMTPDebug> should be set to 1 to debug SMTP mail sending =cut Set($SMTPDebug, 0); =back =head2 Other mailers =over 4 =item C<@MailParams> C<@MailParams> defines a list of options passed to $MailCommand if it is not 'sendmailpipe', 'sendmail', or 'smtp' =cut Set(@MailParams, ()); =back =head1 Web interface =over 4 =item C<$WebDefaultStylesheet> This determines the default stylesheet the RT web interface will use. RT ships with several themes by default: web2 The default layout for RT 3.8 aileron The default layout for RT 4.0 ballard Theme which doesn't rely on JavaScript for menuing This value actually specifies a directory in F from which RT will try to load the file main.css (which should @import any other files the stylesheet needs). This allows you to easily and cleanly create your own stylesheets to apply to RT. This option can be overridden by users in their preferences. =cut Set($WebDefaultStylesheet, "aileron"); =item C<$DefaultQueue> Use this to select the default queue name that will be used for creating new tickets. You may use either the queue's name or its ID. This only affects the queue selection boxes on the web interface. =cut # Set($DefaultQueue, "General"); =item C<$RememberDefaultQueue> When a queue is selected in the new ticket dropdown, make it the new default for the new ticket dropdown. =cut # Set($RememberDefaultQueue, 1); =item C<$EnableReminders> Hide all links and portlets related to Reminders by setting this to 0 =cut Set($EnableReminders, 1); =item C<@CustomFieldValuesSources> Set C<@CustomFieldValuesSources> to a list of class names which extend L. This can be used to pull lists of custom field values from external sources at runtime. =cut Set(@CustomFieldValuesSources, ()); =item C<$CanonicalizeRedirectURLs> Set C<$CanonicalizeRedirectURLs> to 1 to use C<$WebURL> when redirecting rather than the one we get from C<%ENV>. Apache's UseCanonicalName directive changes the hostname that RT finds in C<%ENV>. You can read more about what turning it On or Off means in the documentation for your version of Apache. If you use RT behind a reverse proxy, you almost certainly want to enable this option. =cut Set($CanonicalizeRedirectURLs, 0); =item C<@JSFiles> A list of JavaScript files to be included in head. Removing any of the default entries is not suggested. If you're a plugin author, refer to RT->AddJavaScript. =cut Set(@JSFiles, qw/ jquery-1.4.2.min.js jquery_noconflict.js jquery-ui-1.8.4.custom.min.js jquery-ui-patch-datepicker.js ui.timepickr.js titlebox-state.js util.js userautocomplete.js jquery.event.hover-1.0.js superfish.js supersubs.js jquery.supposition.js history-folding.js late.js /); =item C<$JSMinPath> Path to the jsmin binary; if specified, it will be used to minify C. The default, and the fallback if the binary cannot be found, is to simply concatenate the files. jsmin can be installed by running 'make jsmin' from the RT install directory, or from http://www.crockford.com/javascript/jsmin.html =cut # Set($JSMinPath, "/path/to/jsmin"); =item C<@CSSFiles> A list of additional CSS files to be included in head. If you're a plugin author, refer to RT->AddStyleSheets. =cut Set(@CSSFiles, qw//); =item C<$UsernameFormat> This determines how user info is displayed. 'concise' will show one of either NickName, RealName, Name or EmailAddress, depending on what exists and whether the user is privileged or not. 'verbose' will show RealName and EmailAddress. =cut Set($UsernameFormat, "concise"); =item C<$WebBaseURL>, C<$WebURL> Usually you don't want to set these options. The only obvious reason is if RT is accessible via https protocol on a non standard port, e.g. 'https://rt.example.com:9999'. In all other cases these options are computed using C<$WebDomain>, C<$WebPort> and C<$WebPath>. C<$WebBaseURL> is the scheme, server and port (e.g. 'http://rt.example.com') for constructing URLs to the web UI. C<$WebBaseURL> doesn't need a trailing /. C<$WebURL> is the C<$WebBaseURL>, C<$WebPath> and trailing /, for example: 'http://www.example.com/rt/'. =cut my $port = RT->Config->Get('WebPort'); Set($WebBaseURL, ($port == 443? 'https': 'http') .'://' . RT->Config->Get('WebDomain') . ($port != 80 && $port != 443? ":$port" : '') ); Set($WebURL, RT->Config->Get('WebBaseURL') . RT->Config->Get('WebPath') . "/"); =item C<$WebImagesURL> C<$WebImagesURL> points to the base URL where RT can find its images. Define the directory name to be used for images in RT web documents. =cut Set($WebImagesURL, RT->Config->Get('WebPath') . "/NoAuth/images/"); =item C<$LogoURL> C<$LogoURL> points to the URL of the RT logo displayed in the web UI. This can also be configured via the web UI. =cut Set($LogoURL, RT->Config->Get('WebImagesURL') . "bpslogo.png"); =item C<$LogoLinkURL> C<$LogoLinkURL> is the URL that the RT logo hyperlinks to. =cut Set($LogoLinkURL, "http://bestpractical.com"); =item C<$LogoAltText> C<$LogoAltText> is a string of text for the alt-text of the logo. It will be passed through C for localization. =cut Set($LogoAltText, "Best Practical Solutions, LLC corporate logo"); =item C<$LogoImageHeight> C<$LogoImageHeight> is the value of the C attribute of the logo C tag. =cut Set($LogoImageHeight, 38); =item C<$LogoImageWidth> C<$LogoImageWidth> is the value of the C attribute of the logo C tag. =cut Set($LogoImageWidth, 181); =item C<$WebNoAuthRegex> What portion of RT's URL space should not require authentication. The default is almost certainly correct, and should only be changed if you are extending RT. =cut Set($WebNoAuthRegex, qr{^ (?:/+NoAuth/ | /+REST/\d+\.\d+/NoAuth/) }x ); =item C<$SelfServiceRegex> What portion of RT's URLspace should be accessible to Unprivileged users This does not override the redirect from F to F when Unprivileged users attempt to access ticked displays. =cut Set($SelfServiceRegex, qr!^(?:/+SelfService/)!x ); =item C<$WebFlushDbCacheEveryRequest> 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 C<$WebFlushDbCacheEveryRequest> to 0 will turn this off, which will speed RT up a bit, at the expense of a tiny bit of data accuracy. =cut Set($WebFlushDbCacheEveryRequest, 1); =item C<%ChartFont> The L module (which RT uses for graphs) ships with a built-in font that doesn't have full Unicode support. You can use a given TrueType font for a specific language by setting %ChartFont to (language =E the absolute path of a font) pairs. Your GD library must have support for TrueType fonts to use this option. If there is no entry for a language in the hash then font with 'others' key is used. RT comes with two TrueType fonts covering most available languages. =cut Set( %ChartFont, 'zh-cn' => "$RT::BasePath/share/fonts/DroidSansFallback.ttf", 'zh-tw' => "$RT::BasePath/share/fonts/DroidSansFallback.ttf", 'ja' => "$RT::BasePath/share/fonts/DroidSansFallback.ttf", 'others' => "$RT::BasePath/share/fonts/DroidSans.ttf", ); =item C<$ChartsTimezonesInDB> RT stores dates using the UTC timezone in the DB, so charts grouped by dates and time are not representative. Set C<$ChartsTimezonesInDB> to 1 to enable timezone conversions using your DB's capabilities. You may need to do some work on the DB side to use this feature, read more in F. At this time, this feature only applies to MySQL and PostgreSQL. =cut Set($ChartsTimezonesInDB, 0); =back =head2 Home page =over 4 =item C<$DefaultSummaryRows> C<$DefaultSummaryRows> is default number of rows displayed in for search results on the front page. =cut Set($DefaultSummaryRows, 10); =item C<$HomePageRefreshInterval> C<$HomePageRefreshInterval> is default number of seconds to refresh the RT home page. Choose from [0, 120, 300, 600, 1200, 3600, 7200]. =cut Set($HomePageRefreshInterval, 0); =item C<$HomepageComponents> C<$HomepageComponents> is an arrayref of allowed components on a user's customized homepage ("RT at a glance"). =cut Set($HomepageComponents, [qw(QuickCreate Quicksearch MyAdminQueues MySupportQueues MyReminders RefreshHomepage Dashboards SavedSearches)]); =back =head2 Ticket search =over 4 =item C<$UseSQLForACLChecks> Historically, ACLs were checked on display, which could lead to empty search pages and wrong ticket counts. Set C<$UseSQLForACLChecks> to 1 to limit search results in SQL instead, which eliminates these problems. This option is still relatively new; it may result in performance problems in some cases, or significant speedups in others. =cut Set($UseSQLForACLChecks, undef); =item C<$TicketsItemMapSize> On the display page of a ticket from search results, RT provides links to the first, next, previous and last ticket from the results. In order to build these links, RT needs to fetch the full result set from the database, which can be resource-intensive. Set C<$TicketsItemMapSize> to number of tickets you want RT to examine to build these links. If the full result set is larger than this number, RT will omit the "last" link in the menu. Set this to zero to always examine all results. =cut Set($TicketsItemMapSize, 1000); =item C<$SearchResultsRefreshInterval> C<$SearchResultsRefreshInterval> is default number of seconds to refresh search results in RT. Choose from [0, 120, 300, 600, 1200, 3600, 7200]. =cut Set($SearchResultsRefreshInterval, 0); =item C<$DefaultSearchResultFormat> C<$DefaultSearchResultFormat> is the default format for RT search results =cut Set ($DefaultSearchResultFormat, qq{ '__id__/TITLE:#', '__Subject__/TITLE:Subject', Status, QueueName, OwnerName, Priority, '__NEWLINE__', '', '__Requestors__', '__CreatedRelative__', '__ToldRelative__', '__LastUpdatedRelative__', '__TimeLeft__'}); =item C<$DefaultSelfServiceSearchResultFormat> C<$DefaultSelfServiceSearchResultFormat> is the default format of searches displayed in the SelfService interface. =cut Set($DefaultSelfServiceSearchResultFormat, qq{ '__id__/TITLE:#', '__Subject__/TITLE:Subject', Status, Requestors, OwnerName}); =item C<%FullTextSearch> Full text search (FTS) without database indexing is a very slow operation, and is thus disabled by default. Before setting C to 1, read F for the full details of FTS on your particular database. It is possible to enable FTS without database indexing support, simply by setting the C key to 1, while leaving C set to 0. This is not generally suggested, as unindexed full-text searching can cause severe performance problems. =cut Set(%FullTextSearch, Enable => 0, Indexed => 0, ); =item C<$OnlySearchActiveTicketsInSimpleSearch> When query in simple search doesn't have status info, use this to only search active ones. =cut Set($OnlySearchActiveTicketsInSimpleSearch, 1); =item C<$SearchResultsAutoRedirect> When only one ticket is found in search, use this to redirect to the ticket display page automatically. =cut Set($SearchResultsAutoRedirect, 0); =back =head2 Ticket display =over 4 =item C<$ShowMoreAboutPrivilegedUsers> This determines if the 'More about requestor' box on Ticket/Display.html is shown for Privileged Users. =cut Set($ShowMoreAboutPrivilegedUsers, 0); =item C<$MoreAboutRequestorTicketList> This can be set to Active, Inactive, All or None. It controls what ticket list will be displayed in the 'More about requestor' box on Ticket/Display.html. This option can be controlled by users also. =cut Set($MoreAboutRequestorTicketList, "Active"); =item C<$MoreAboutRequestorExtraInfo> By default, the 'More about requestor' box on Ticket/Display.html shows the Requestor's name and ticket list. If you would like to see extra information about the user, this expects a Format string of user attributes. Please note that not all the attributes are supported in this display because we're not building a table. Example: C =cut Set($MoreAboutRequestorExtraInfo, ""); =item C<$MoreAboutRequestorGroupsLimit> By default, the 'More about requestor' box on Ticket/Display.html shows all the groups of the Requestor. Use this to limit the number of groups; a value of undef removes the group display entirely. =cut Set($MoreAboutRequestorGroupsLimit, 0); =item C<$UseSideBySideLayout> Should the ticket create and update forms use a more space efficient two column layout. This layout may not work in narrow browsers if you set a MessageBoxWidth (below). =cut Set($UseSideBySideLayout, 1); =item C<$EditCustomFieldsSingleColumn> When displaying a list of Ticket Custom Fields for editing, RT defaults to a 2 column list. If you set this to 1, it will instead display the Custom Fields in a single column. =cut Set($EditCustomFieldsSingleColumn, 0); =item C<$ShowUnreadMessageNotifications> If set to 1, RT will prompt users when there are new, unread messages on tickets they are viewing. =cut Set($ShowUnreadMessageNotifications, 0); =item C<$AutocompleteOwners> If set to 1, the owner drop-downs for ticket update/modify and the query builder are replaced by text fields that autocomplete. This can alleviate the sometimes huge owner list for installations where many users have the OwnTicket right. =cut Set($AutocompleteOwners, 0); =item C<$AutocompleteOwnersForSearch> If set to 1, the owner drop-downs for the query builder are always replaced by text field that autocomplete and C<$AutocompleteOwners> is ignored. Helpful when owners list is huge in the query builder. =cut Set($AutocompleteOwnersForSearch, 0); =item C<$UserAutocompleteFields> Specifies which fields of L to match against and how to match each field when autocompleting users. Valid match methods are LIKE, STARTSWITH, ENDSWITH, =, and !=. =cut Set($UserAutocompleteFields, { EmailAddress => 'STARTSWITH', Name => 'STARTSWITH', RealName => 'LIKE', }); =item C<$AllowUserAutocompleteForUnprivileged> Should unprivileged users be allowed to autocomplete users. Setting this option to 1 means unprivileged users will be able to search all your users. =cut Set($AllowUserAutocompleteForUnprivileged, 0); =item C<$DisplayTicketAfterQuickCreate> Enable this to redirect to the created ticket display page automatically when using QuickCreate. =cut Set($DisplayTicketAfterQuickCreate, 0); =item C<$WikiImplicitLinks> Support implicit links in WikiText custom fields? Setting this to 1 causes InterCapped or ALLCAPS words in WikiText fields to automatically become links to searches for those words. If used on Articles, it links to the Article with that name. =cut Set($WikiImplicitLinks, 0); =item C<$PreviewScripMessages> Set C<$PreviewScripMessages> to 1 if the scrips preview on the ticket reply page should include the content of the messages to be sent. =cut Set($PreviewScripMessages, 0); =item C<$SimplifiedRecipients> If C<$SimplifiedRecipients> is set, a simple list of who will receive B kind of mail will be shown on the ticket reply page, instead of a detailed breakdown by scrip. =cut Set($SimplifiedRecipients, 0); =item C<$HideResolveActionsWithDependencies> If set to 1, this option will skip ticket menu actions which can't be completed successfully because of outstanding active Depends On tickets. By default, all ticket actions are displayed in the menu even if some of them can't be successful until all Depends On links are resolved or transitioned to another inactive status. =cut Set($HideResolveActionsWithDependencies, 0); =back =head2 Articles =over 4 =item C<$ArticleOnTicketCreate> Set this to 1 to display the Articles interface on the Ticket Create page in addition to the Reply/Comment page. =cut Set($ArticleOnTicketCreate, 0); =item C<$HideArticleSearchOnReplyCreate> Set this to 1 to hide the search and include boxes from the Article UI. This assumes you have enabled Article Hotlist feature, otherwise you will have no access to Articles. =cut Set($HideArticleSearchOnReplyCreate, 0); =back =head2 Message box properties =over 4 =item C<$MessageBoxWidth>, C<$MessageBoxHeight> For message boxes, set the entry box width, height and what type of wrapping to use. These options can be overridden by users in their preferences. When the width is set to undef, no column count is specified and the message box will take up 100% of the available width. Combining this with HARD messagebox wrapping (below) is not recommended, as it will lead to inconsistent width in transactions between browsers. These settings only apply to the non-RichText message box. See below for Rich Text settings. =cut Set($MessageBoxWidth, undef); Set($MessageBoxHeight, 15); =item C<$MessageBoxWrap> Wrapping is disabled when using MessageBoxRichText because of a bad interaction between IE and wrapping with the Rich Text Editor. =cut Set($MessageBoxWrap, "SOFT"); =item C<$MessageBoxRichText> Should "rich text" editing be enabled? This option lets your users send HTML email messages from the web interface. =cut Set($MessageBoxRichText, 1); =item C<$MessageBoxRichTextHeight> Height of rich text JavaScript enabled editing boxes (in pixels) =cut Set($MessageBoxRichTextHeight, 200); =item C<$MessageBoxIncludeSignature> Should your users' signatures (from their Preferences page) be included in Comments and Replies. =cut Set($MessageBoxIncludeSignature, 1); =item C<$MessageBoxIncludeSignatureOnComment> Should your users' signatures (from their Preferences page) be included in Comments. Setting this to false overrides C<$MessageBoxIncludeSignature>. =cut Set($MessageBoxIncludeSignatureOnComment, 1); =back =head2 Transaction display =over 4 =item C<$OldestTransactionsFirst> By default, RT shows newest transactions at the bottom of the ticket history page, if you want see them at the top set this to 0. This option can be overridden by users in their preferences. =cut Set($OldestTransactionsFirst, 1); =item C<$DeferTransactionLoading> When set, defers loading ticket history until the user clicks a link. This should end up serving pages to users quicker, since generating all the HTML for transaction history can be slow for long tickets. =cut # Set($DeferTransactionLoading, 1); =item C<$ShowBccHeader> By default, RT hides from the web UI information about blind copies user sent on reply or comment. =cut Set($ShowBccHeader, 0); =item C<$TrustHTMLAttachments> If C 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) =cut Set($TrustHTMLAttachments, undef); =item C<$AlwaysDownloadAttachments> Always download attachments, regardless of content type. If set, this overrides C. =cut Set($AlwaysDownloadAttachments, undef); =item C<$AttachmentUnits> Controls the units (kilobytes or bytes) that attachment sizes use for display. The default is to display kilobytes if the attachment is larger than 1024 bytes, bytes otherwise. If you set C<$AttachmentUnits> to C<'k'> then attachment sizes will always be displayed in kilobytes. If set to C<'b'>, then sizes will be bytes. =cut Set($AttachmentUnits, undef); =item C<$PreferRichText> If C<$PreferRichText> is set to 1, RT will show HTML/Rich text messages in preference to their plain-text alternatives. RT "scrubs" the HTML to show only a minimal subset of HTML to avoid possible contamination by cross-site-scripting attacks. =cut Set($PreferRichText, undef); =item C<$MaxInlineBody> C<$MaxInlineBody> is the maximum attachment size that we want to see inline when viewing a transaction. RT will inline any text if the value is undefined or 0. This option can be overridden by users in their preferences. =cut Set($MaxInlineBody, 12000); =item C<$ShowTransactionImages> By default, RT shows images attached to incoming (and outgoing) ticket updates inline. Set this variable to 0 if you'd like to disable that behavior. =cut Set($ShowTransactionImages, 1); =item C<$PlainTextPre> Normally plaintext attachments are displayed as HTML with line breaks preserved. This causes space- and tab-based formatting not to be displayed correctly. By setting $PlainTextPre messages will be displayed using
.

=cut

Set($PlainTextPre, 0);


=item C<$PlainTextMono>

Set C<$PlainTextMono> to 1 to use monospaced font and preserve
formatting; unlike C<$PlainTextPre>, the text will wrap to fit width
of the browser window; this option overrides C<$PlainTextPre>.

=cut

Set($PlainTextMono, 0);

=item C<$SuppressInlineTextFiles>

If C<$SuppressInlineTextFiles> is set to 1, then uploaded text files
(text-type attachments with file names) are prevented from being
displayed in-line when viewing a ticket's history.

=cut

Set($SuppressInlineTextFiles, undef);


=item C<@Active_MakeClicky>

MakeClicky detects various formats of data in headers and email
messages, and extends them with supporting links.  By default, RT
provides two formats:

* 'httpurl': detects http:// and https:// URLs and adds '[Open URL]'
  link after the URL.

* 'httpurl_overwrite': also detects URLs as 'httpurl' format, but
  replaces the URL with a link.

See F for documentation on how to add
your own styles of link detection.

=cut

Set(@Active_MakeClicky, qw());

=back



=head1 Application logic

=over 4

=item C<$ParseNewMessageForTicketCcs>

If C<$ParseNewMessageForTicketCcs> is set to 1, RT will attempt to
divine Ticket 'Cc' watchers from the To and Cc lines of incoming
messages.  Be forewarned that if you have I addresses which forward
mail to RT automatically and you enable this option without modifying
C<$RTAddressRegexp> below, you will get yourself into a heap of trouble.

=cut

Set($ParseNewMessageForTicketCcs, undef);

=item C<$UseTransactionBatch>

Set C<$UseTransactionBatch> to 1 to execute transactions in batches,
such that a resolve and comment (for example) would happen
simultaneously, instead of as two transactions, unaware of each
others' existence.

=cut

Set($UseTransactionBatch, 1);

=item C<$StrictLinkACL>

When this feature is enabled a user needs I rights on
both tickets to link them together; otherwise, I rights
on either of them is sufficient.

=cut

Set($StrictLinkACL, 1);

=item C<$RedistributeAutoGeneratedMessages>

Should RT redistribute correspondence that it identifies as machine
generated?  A 1 will do so; setting this to 0 will cause no
such messages to be redistributed.  You can also use 'privileged' (the
default), which will redistribute only to privileged users. This helps
to protect against malformed bounces and loops caused by auto-created
requestors with bogus addresses.

=cut

Set($RedistributeAutoGeneratedMessages, "privileged");

=item C<$ApprovalRejectionNotes>

Should rejection notes from approvals be sent to the requestors?

=cut

Set($ApprovalRejectionNotes, 1);

=item C<$ForceApprovalsView>

Should approval tickets only be viewed and modified through the standard
approval interface?  Changing this setting to 1 will redirect any attempt to
use the normal ticket display and modify page for approval tickets.

For example, with this option set to 1 and an approval ticket #123:

    /Ticket/Display.html?id=123

is redirected to

    /Approval/Display.html?id=123

=back

=cut

Set($ForceApprovalsView, 0);

=head1 Extra security

=over 4

This is a list of extra security measures to enable that help keep your RT
safe.  If you don't know what these mean, you should almost certainly leave the
defaults alone.

=item C<$DisallowExecuteCode>

If set to a true value, the C right will be removed from
all users, B the superuser.  This is intended for when RT is
installed into a shared environment where even the superuser should not
be allowed to run arbitrary Perl code on the server via scrips.

=cut

Set($DisallowExecuteCode, 0);

=item C<$Framebusting>

If set to a false value, framekiller javascript will be disabled and the
X-Frame-Options: DENY header will be suppressed from all responses.
This disables RT's clickjacking protection.

=cut

Set($Framebusting, 1);

=item C<$RestrictReferrer>

If set to a false value, the HTTP C (sic) header will not be
checked to ensure that requests come from RT's own domain.  As RT allows
for GET requests to alter state, disabling this opens RT up to
cross-site request forgery (CSRF) attacks.

=cut

Set($RestrictReferrer, 1);

=item C<$RestrictLoginReferrer>

If set to a false value, RT will allow the user to log in from any link
or request, merely by passing in C and C parameters; setting
it to a true value forces all logins to come from the login box, so the
user is aware that they are being logged in.  The default is off, for
backwards compatability.

=cut

Set($RestrictLoginReferrer, 0);

=item C<$ReferrerWhitelist>

This is a list of hostname:port combinations that RT will treat as being
part of RT's domain. This is particularly useful if you access RT as
multiple hostnames or have an external auth system that needs to
redirect back to RT once authentication is complete.

 Set(@ReferrerWhitelist, qw(www.example.com:443  www3.example.com:80));

If the "RT has detected a possible cross-site request forgery" error is triggered
by a host:port sent by your browser that you believe should be valid, you can copy
the host:port from the error message into this list.

=cut

Set(@ReferrerWhitelist, qw());

=back



=head1 Authorization and user configuration

=over 4

=item C<$WebExternalAuth>

If C<$WebExternalAuth> is defined, RT will defer to the environment's
REMOTE_USER variable.

=cut

Set($WebExternalAuth, undef);

=item C<$WebExternalAuthContinuous>

If C<$WebExternalAuthContinuous> is defined, RT will check for the
REMOTE_USER on each access.  If you would prefer this to only happen
once (at initial login) set this to a false value.  The default
setting will help ensure that if your external authentication system
deauthenticates a user, RT notices as soon as possible.

=cut

Set($WebExternalAuthContinuous, 1);

=item C<$WebFallbackToInternalAuth>

If C<$WebFallbackToInternalAuth> is defined, the user is allowed a
chance of fallback to the login screen, even if REMOTE_USER failed.

=cut

Set($WebFallbackToInternalAuth, undef);

=item C<$WebExternalGecos>

C<$WebExternalGecos> means to match 'gecos' field as the user
identity); useful with mod_auth_pwcheck and IIS Integrated Windows
logon.

=cut

Set($WebExternalGecos, undef);

=item C<$WebExternalAuto>

C<$WebExternalAuto> will create users under the same name as
REMOTE_USER upon login, if it's missing in the Users table.

=cut

Set($WebExternalAuto, undef);

=item C<$AutoCreate>

If C<$WebExternalAuto> is set to 1, C<$AutoCreate> will be passed to
User's Create method.  Use it to set defaults, such as creating
Unprivileged users with C<{ Privileged => 0 }> This must be a hashref.

=cut

Set($AutoCreate, undef);

=item C<$WebSessionClass>

C<$WebSessionClass> is the class you wish to use for managing sessions.
It defaults to use your SQL database, except on Oracle, where it
defaults to files on disk.

=cut

# Set($WebSessionClass, "Apache::Session::File");

=item C<$AutoLogoff>

By default, RT's user sessions persist until a user closes his or her
browser. With the C<$AutoLogoff> option you can setup session lifetime
in minutes. A user will be logged out if he or she doesn't send any
requests to RT for the defined time.

=cut

Set($AutoLogoff, 0);

=item C<$LogoutRefresh>

The number of seconds to wait after logout before sending the user to
the login page. By default, 1 second, though you may want to increase
this if you display additional information on the logout page.

=cut

Set($LogoutRefresh, 1);

=item C<$WebSecureCookies>

By default, RT's session cookie isn't marked as "secure". Some web
browsers will treat secure cookies more carefully than non-secure
ones, being careful not to write them to disk, only sending them over
an SSL secured connection, and so on. To enable this behavior, set
C<$WebSecureCookies> to 1.  NOTE: You probably don't want to turn this
on I users are only connecting via SSL encrypted HTTPS
connections.

=cut

Set($WebSecureCookies, 0);

=item C<$WebHttpOnlyCookies>

Default RT's session cookie to not being directly accessible to
javascript.  The content is still sent during regular and AJAX requests,
and other cookies are unaffected, but the session-id is less
programmatically accessible to javascript.  Turning this off should only
be necessary in situations with odd client-side authentication
requirements.

=cut

Set($WebHttpOnlyCookies, 1);

=item C<$MinimumPasswordLength>

C<$MinimumPasswordLength> defines the minimum length for user
passwords. Setting it to 0 disables this check.

=cut

Set($MinimumPasswordLength, 5);

=back


=head1 Internationalization

=over 4

=item C<@LexiconLanguages>

An array that contains languages supported by RT's
internationalization interface.  Defaults to all *.po lexicons;
setting it to C will make RT bilingual instead of
multilingual, but will save some memory.

=cut

Set(@LexiconLanguages, qw(*));

=item C<@EmailInputEncodings>

An array that contains default encodings used to guess which charset
an attachment uses, if it does not specify one explicitly.  All
options must be recognized by L.  The first element may
also be '*', which enables encoding detection using
L, if installed.

=cut

Set(@EmailInputEncodings, qw(utf-8 iso-8859-1 us-ascii));

=item C<$EmailOutputEncoding>

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

=cut

Set($EmailOutputEncoding, "utf-8");

=back







=head1 Date and time handling

=over 4

=item C<$DateTimeFormat>

You can choose date and time format.  See the "Output formatters"
section in perldoc F for more options.  This option
can be overridden by users in their preferences.

Some examples:

C
C "ISO", Seconds => 0 });>
C
C "RFC2822", Seconds => 0, DayOfWeek => 0 });>

=cut

Set($DateTimeFormat, "DefaultFormat");

# Next two options are for Time::ParseDate

=item C<$DateDayBeforeMonth>

Set this to 1 if your local date convention looks like "dd/mm/yy"
instead of "mm/dd/yy". Used only for parsing, not for displaying
dates.

=cut

Set($DateDayBeforeMonth, 1);

=item C<$AmbiguousDayInPast>, C<$AmbiguousDayInFuture>

Should an unspecified day or year in a date refer to a future or a
past value? For example, should a date of "Tuesday" default to mean
the date for next Tuesday or last Tuesday? Should the date "March 1"
default to the date for next March or last March?

Set C<$AmbiguousDayInPast> for the last date, or
C<$AmbiguousDayInFuture> for the next date; the default is usually
correct.  If both are set, C<$AmbiguousDayInPast> takes precedence.

=cut

Set($AmbiguousDayInPast, 0);
Set($AmbiguousDayInFuture, 0);

=item C<$DefaultTimeUnitsToHours>

Use this to set the default units for time entry to hours instead of
minutes.  Note that this only effects entry, not display.

=cut

Set($DefaultTimeUnitsToHours, 0);

=back




=head1 GnuPG integration

A full description of the (somewhat extensive) GnuPG integration can
be found by running the command `perldoc L` (or
`perldoc lib/RT/Crypt/GnuPG.pm` from your RT install directory).

=over 4

=item C<%GnuPG>

Set C to 'inline' to use inline encryption and
signatures instead of 'RFC' (GPG/MIME: RFC3156 and RFC1847) format.

If you want to allow people to encrypt attachments inside the DB then
set C to 1.

Set C to false if you don't want to reject
emails encrypted for key RT doesn't have and can not decrypt.

Set C to false if you don't want to reject letters
with incorrect GnuPG data.

=cut

Set(%GnuPG,
    Enable => 0,
    OutgoingMessagesFormat => "RFC", # Inline
    AllowEncryptDataInDB   => 0,

    RejectOnMissingPrivateKey => 1,
    RejectOnBadData           => 1,
);

=item C<%GnuPGOptions>

Options to pass to the GnuPG program.

If you override this in your RT_SiteConfig, you should be sure to
include a homedir setting.

Note that options with '-' character MUST be quoted.

=cut

Set(%GnuPGOptions,
    homedir => q{var/data/gpg},

# URL of a keyserver
#    keyserver => 'hkp://subkeys.pgp.net',

# enables the automatic retrieving of keys when encrypting
#    'auto-key-locate' => 'keyserver',

# enables the automatic retrieving of keys when verifying signatures
#    'auto-key-retrieve' => undef,
);

=back



=head1 Lifecycles

=head2 Lifecycle definitions

Each lifecycle is a list of possible statuses split into three logic
sets: B, B and B. Each status in a
lifecycle must be unique. (Statuses may not be repeated across sets.)
Each set may have any number of statuses.

For example:

    default => {
        initial  => ['new'],
        active   => ['open', 'stalled'],
        inactive => ['resolved', 'rejected', 'deleted'],
        ...
    },

Status names can be from 1 to 64 ASCII characters.  Statuses are
localized using RT's standard internationalization and localization
system.

=over 4

=item initial

You can define multiple B statuses for tickets in a given
lifecycle.

RT will automatically set its B date when you change a
ticket's status from an B state to an B or
B status.

=item active

B tickets are "currently in play" - they're things that are
being worked on and not yet complete.

=item inactive

B tickets are typically in their "final resting state".

While you're free to implement a workflow that ignores that
description, typically once a ticket enters an inactive state, it will
never again enter an active state.

RT will automatically set the B date when a ticket's status
is changed from an B or B status to an B
status.

B is still a special status and protected by the
B right, unless you re-defined rights (read below). If
you don't want to allow ticket deletion at any time simply don't
include it in your lifecycle.

=back

Statuses in each set are ordered and listed in the UI in the defined
order.

Changes between statuses are constrained by transition rules, as
described below.

=head2 Default values

In some cases a default value is used to display in UI or in API when
value is not provided. You can configure defaults using the following
syntax:

    default => {
        ...
        defaults => {
            on_create => 'new',
            on_resolve => 'resolved',
            ...
        },
    },

The following defaults are used.

=over 4

=item on_create

If you (or your code) doesn't specify a status when creating a ticket,
RT will use the this status. See also L.

=item on_merge

When tickets are merged, the status of the ticket that was merged
away is forced to this value.  It should be one of inactive statuses;
'resolved' or its equivalent is most probably the best candidate.

=item approved

When an approval is accepted, the status of depending tickets will
be changed to this value.

=item denied

When an approval is denied, the status of depending tickets will
be changed to this value.

=item reminder_on_open

When a reminder is opened, the status will be changed to this value.

=item reminder_on_resolve

When a reminder is resolved, the status will be changed to this value.

=back

=head2 Transitions between statuses and UI actions

A B is a change of status from A to B. You should define
all possible transitions in each lifecycle using the following format:

    default => {
        ...
        transitions => {
            ''       => [qw(new open resolved)],
            new      => [qw(open resolved rejected deleted)],
            open     => [qw(stalled resolved rejected deleted)],
            stalled  => [qw(open)],
            resolved => [qw(open)],
            rejected => [qw(open)],
            deleted  => [qw(open)],
        },
        ...
    },

=head3 Statuses available during ticket creation

By default users can create tickets with any status, except
deleted. If you want to restrict statuses available during creation
then describe transition from '' (empty string), like in the example
above.

=head3 Protecting status changes with rights

A transition or group of transitions can be protected by a specific
right.  Additionally, you can name new right names, which will be added
to the system to control that transition.  For example, if you wished to
create a lesser right than ModifyTicket for rejecting tickets, you could
write:

    default => {
        ...
        rights => {
            '* -> deleted'  => 'DeleteTicket',
            '* -> rejected' => 'RejectTicket',
            '* -> *'        => 'ModifyTicket',
        },
        ...
    },

This would create a new C right in the system which you
could assign to whatever groups you choose.

On the left hand side you can have the following variants:

    ' -> '
    '* -> '
    ' -> *'
    '* -> *'

Valid transitions are listed in order of priority. If a user attempts
to change a ticket's status from B to B then the lifecycle
is checked for presence of an exact match, then for 'any to B',
'B to any' and finally 'any to any'.

If you don't define any rights, or there is no match for a transition,
RT will use the B or B as appropriate.

=head3 Labeling and defining actions

For each transition you can define an action that will be shown in the
UI; each action annotated with a label and an update type.

Each action may provide a default update type, which can be
B, B, or absent. For example, you may want your
staff to write a reply to the end user when they change status from
B to B, and thus set the update to B.  Neither
B nor B are mandatory, and user may leave the
message empty, regardless of the update type.

This configuration can be used to accomplish what
$ResolveDefaultUpdateType was used for in RT 3.8.

Use the following format to define labels and actions of transitions:

    default => {
        ...
        actions => [
            'new -> open'     => { label => 'Open it', update => 'Respond' },
            'new -> resolved' => { label => 'Resolve', update => 'Comment' },
            'new -> rejected' => { label => 'Reject',  update => 'Respond' },
            'new -> deleted'  => { label => 'Delete' },

            'open -> stalled'  => { label => 'Stall',   update => 'Comment' },
            'open -> resolved' => { label => 'Resolve', update => 'Comment' },
            'open -> rejected' => { label => 'Reject',  update => 'Respond' },

            'stalled -> open'  => { label => 'Open it' },
            'resolved -> open' => { label => 'Re-open', update => 'Comment' },
            'rejected -> open' => { label => 'Re-open', update => 'Comment' },
            'deleted -> open'  => { label => 'Undelete' },
        ],
        ...
    },

In addition, you may define multiple actions for the same transition.
Alternately, you may use '* -> x' to match more than one transition.
For example:

    default => {
        ...
        actions => [
            ...
            'new -> rejected' => { label => 'Reject', update => 'Respond' },
            'new -> rejected' => { label => 'Quick Reject' },
            ...
            '* -> deleted' => { label => 'Delete' },
            ...
        ],
        ...
    },

=head2 Moving tickets between queues with different lifecycles

Unless there is an explicit mapping between statuses in two different
lifecycles, you can not move tickets between queues with these
lifecycles.  This is true even if the different lifecycles use the exact
same set of statuses.  Such a mapping is defined as follows:

    __maps__ => {
        'from lifecycle -> to lifecycle' => {
            'status in left lifecycle' => 'status in right lifecycle',
            ...
        },
        ...
    },

=cut

Set(%Lifecycles,
    default => {
        initial         => [ 'new' ],
        active          => [ 'open', 'stalled' ],
        inactive        => [ 'resolved', 'rejected', 'deleted' ],

        defaults => {
            on_create => 'new',
            on_merge  => 'resolved',
            approved  => 'open',
            denied    => 'rejected',
            reminder_on_open     => 'open',
            reminder_on_resolve  => 'resolved',
        },

        transitions => {
            ''       => [qw(new open resolved)],

            # from   => [ to list ],
            new      => [qw(open stalled resolved rejected deleted)],
            open     => [qw(new stalled resolved rejected deleted)],
            stalled  => [qw(new open rejected resolved deleted)],
            resolved => [qw(new open stalled rejected deleted)],
            rejected => [qw(new open stalled resolved deleted)],
            deleted  => [qw(new open stalled rejected resolved)],
        },
        rights => {
            '* -> deleted'  => 'DeleteTicket',
            '* -> *'        => 'ModifyTicket',
        },
        actions => [
            'new -> open'      => {
                label  => 'Open It', # loc
                update => 'Respond',
            },
            'new -> resolved'  => {
                label  => 'Resolve', # loc
                update => 'Comment',
            },
            'new -> rejected'  => {
                label  => 'Reject', # loc
                update => 'Respond',
            },
            'new -> deleted'   => {
                label  => 'Delete', # loc
            },

            'open -> stalled'  => {
                label  => 'Stall', # loc
                update => 'Comment',
            },
            'open -> resolved' => {
                label  => 'Resolve', # loc
                update => 'Comment',
            },
            'open -> rejected' => {
                label  => 'Reject', # loc
                update => 'Respond',
            },

            'stalled -> open'  => {
                label  => 'Open It', # loc
            },
            'resolved -> open' => {
                label  => 'Re-open', # loc
                update => 'Comment',
            },
            'rejected -> open' => {
                label  => 'Re-open', # loc
                update => 'Comment',
            },
            'deleted -> open'  => {
                label  => 'Undelete', # loc
            },
        ],
    },
# don't change lifecyle of the approvals, they are not capable to deal with
# custom statuses
    approvals => {
        initial         => [ 'new' ],
        active          => [ 'open', 'stalled' ],
        inactive        => [ 'resolved', 'rejected', 'deleted' ],

        defaults => {
            on_create => 'new',
            on_merge => 'resolved',
            reminder_on_open     => 'open',
            reminder_on_resolve  => 'resolved',
        },

        transitions => {
            ''       => [qw(new open resolved)],

            # from   => [ to list ],
            new      => [qw(open stalled resolved rejected deleted)],
            open     => [qw(new stalled resolved rejected deleted)],
            stalled  => [qw(new open rejected resolved deleted)],
            resolved => [qw(new open stalled rejected deleted)],
            rejected => [qw(new open stalled resolved deleted)],
            deleted  => [qw(new open stalled rejected resolved)],
        },
        rights => {
            '* -> deleted'  => 'DeleteTicket',
            '* -> rejected' => 'ModifyTicket',
            '* -> *'        => 'ModifyTicket',
        },
        actions => [
            'new -> open'      => {
                label  => 'Open It', # loc
                update => 'Respond',
            },
            'new -> resolved'  => {
                label  => 'Resolve', # loc
                update => 'Comment',
            },
            'new -> rejected'  => {
                label  => 'Reject', # loc
                update => 'Respond',
            },
            'new -> deleted'   => {
                label  => 'Delete', # loc
            },

            'open -> stalled'  => {
                label  => 'Stall', # loc
                update => 'Comment',
            },
            'open -> resolved' => {
                label  => 'Resolve', # loc
                update => 'Comment',
            },
            'open -> rejected' => {
                label  => 'Reject', # loc
                update => 'Respond',
            },

            'stalled -> open'  => {
                label  => 'Open It', # loc
            },
            'resolved -> open' => {
                label  => 'Re-open', # loc
                update => 'Comment',
            },
            'rejected -> open' => {
                label  => 'Re-open', # loc
                update => 'Comment',
            },
            'deleted -> open'  => {
                label  => 'Undelete', # loc
            },
        ],
    },
);





=head1 Administrative interface

=over 4

=item C<$ShowRTPortal>

RT can show administrators a feed of recent RT releases and other
related announcements and information from Best Practical on the top
level Configuration page.  This feature helps you stay up to date on
RT security announcements and version updates.

RT provides this feature using an "iframe" on C
which asks the administrator's browser to show an inline page from
Best Practical's website.

If you'd rather not make this feature available to your
administrators, set C<$ShowRTPortal> to a false value.

=cut

Set($ShowRTPortal, 1);

=item C<%AdminSearchResultFormat>

In the admin interface, format strings similar to tickets result
formats are used. Use C<%AdminSearchResultFormat> to define the format
strings used in the admin interface on a per-RT-class basis.

=cut

Set(%AdminSearchResultFormat,
    Queues =>
        q{'__id__/TITLE:#'}
        .q{,'__Name__/TITLE:Name'}
        .q{,__Description__,__Address__,__Priority__,__DefaultDueIn__,'__Disabled__,__Lifecycle__},

    Groups =>
        q{'__id__/TITLE:#'}
        .q{,'__Name__/TITLE:Name'}
        .q{,'__Description__'},

    Users =>
        q{'__id__/TITLE:#'}
        .q{,'__Name__/TITLE:Name'}
        .q{,__RealName__, __EmailAddress__},

    CustomFields =>
        q{'__id__/TITLE:#'}
        .q{,'__Name__/TITLE:Name'}
        .q{,__AppliedTo__, __FriendlyType__, __FriendlyPattern__},

    Scrips =>
        q{'__id__/TITLE:#'}
        .q{,'__Description__/TITLE:Description'}
        .q{,__Stage__, __Condition__, __Action__, __Template__},

    GlobalScrips =>
        q{'__id__/TITLE:#'}
        .q{,'__Description__/TITLE:Description'}
        .q{,__Stage__, __Condition__, __Action__, __Template__},

    Templates =>
        q{'__id__/TITLE:#'}
        .q{,'__Name__/TITLE:Name'}
        .q{,'__Description__'},
    Classes =>
        q{ '__id__/TITLE:#'}
        .q{,'__Name__/TITLE:Name'}
        .q{,__Description__},
);

=back




=head1 Development options

=over 4

=item C<$DevelMode>

RT comes with a "Development mode" setting.  This setting, as a
convenience for developers, turns on several of development options
that you most likely don't want in production:

=over 4

=item *

Disables CSS and JS minification and concatenation.  Both CSS and JS
will be instead be served as a number of individual smaller files,
unchanged from how they are stored on disk.

=item *

Uses L to reload changed Perl modules on each
request.

=item *

Turns off Mason's C directive; this causes Mason to
reload template files which have been modified on disk.

=item *

Turns on Mason's HTML C; this renders compilation errors
to the browser, along with a full stack trace.  It is possible for
stack traces to reveal sensitive information such as passwords or
ticket content.

=item *

Turns off caching of callbacks; this enables additional callbacks to
be added while the server is running.

=back

=cut

Set($DevelMode, "0");


=item C<$RecordBaseClass>

What abstract base class should RT use for its records. You should
probably never change this.

Valid values are C or
C

=cut

Set($RecordBaseClass, "DBIx::SearchBuilder::Record::Cachable");


=item C<@MasonParameters>

C<@MasonParameters> is the list of parameters for the constructor of
HTML::Mason's Apache or CGI Handler.  This is normally only useful for
debugging, e.g. profiling individual components with:

    use MasonX::Profiler; # available on CPAN
    Set(@MasonParameters, (preamble => 'my $p = MasonX::Profiler->new($m, $r);'));

=cut

Set(@MasonParameters, ());

=item C<$StatementLog>

RT has rudimentary SQL statement logging support; simply set
C<$StatementLog> to be the level that you wish SQL statements to be
logged at.

Enabling this option will also expose the SQL Queries page in the
Configuration -> Tools menu for SuperUsers.

=cut

Set($StatementLog, undef);

=back




=head1 Deprecated options

=over 4

=item C<$LinkTransactionsRun1Scrip>

RT-3.4 backward compatibility setting. Add/Delete Link used to record
one transaction and run one scrip. Set this value to 1 if you want
only one of the link transactions to have scrips run.

=cut

Set($LinkTransactionsRun1Scrip, 0);

=item C<$ResolveDefaultUpdateType>

This option has been deprecated.  You can configure this site-wide
with L (see L).

=cut

1;