[rt-users] RT Bounce messages

Tim Dunphy bluethundr at jokefire.com
Thu Feb 2 11:05:53 EST 2012



> This looks like an RT_Config.pm file.  Have you been editing
> RT_Config.pm directly or did you copy all of RT_Config.pm to
> RT_SiteConfig.pm?  Neither of those are recommended and it makes
> following what is going on really hard.

I'm sorry but I don't recall doing this. However looking at a diff of the two files it certainly seems possible. 

> Usually this means RT was configured to send mail back into itself and
> something has a X-RT-Loop-Prevention header.  Often this is a
> misconfigured Template or a too-broad RTAddressRegexp setting.

Here's how my RTAddressRegexp is set - 

Set($RTAddressRegexp, undef);


Well I don't recall copying the RT_Config.pm to RT_SiteConfig. 

However one thing that I can say is that I remember that I started seeing these bounce messages right about the time that I tried including an LDAP ExternalAuth method in the RT_SiteConfig.pm file.

# These are the full settings for each external service as a HashOfHashes
# Note that you may have as many external services as you wish. They will
# be checked in the order specified in the Priority directives above.
# e.g. 
#   Set(ExternalAuthPriority,['My_LDAP','My_MySQL','My_Oracle','SecondaryLDAP','Other-DB']);
#
Set($ExternalSettings,      {   
                                # AN EXAMPLE LDAP SERVICE
                                'My_LDAP'       =>  {   ## GENERIC SECTION
                                                        # The type of service (db/ldap/cookie) 
                                                        'type'                      =>  'ldap',
                                                        # The server hosting the service
                                                        'server'                    =>  'ldap01.mlbam.com',
                                                        ## SERVICE-SPECIFIC SECTION
                                                        # If you can bind to your LDAP server anonymously you should 
                                                        # remove the user and pass config lines, otherwise specify them here:
                                                        # 
                                                        # The username RT should use to connect to the LDAP server 
                                                        #'user'                      =>  'uid=Dunphy,ou=People,cn=mlbam,cn=com',
                                                        # The password RT should use to connect to the LDAP server
                                                        #'pass'                    =>  'WR=78zu!uX',
                                                        #
                                                        # The LDAP search base
                                                        'base'                      =>  'ou=People,dc=mlbam,dc=com',
                                                        #
                                                        # ALL FILTERS MUST BE VALID LDAP FILTERS ENCASED IN PARENTHESES!
                                                        # YOU **MUST** SPECIFY A filter AND A d_filter!!
                                                        #
                                                        # The filter to use to match RT-Users
                                                        'filter'                    =>  '(objectclass=*)',
                                                        # A catch-all example filter: '(objectClass=*)'
                                                        #
                                                        # The filter that will only match disabled users
                                                        'd_filter'                  =>  '(objectClass=FooBarBaz)',
                                                        # A catch-none example d_filter: '(objectClass=FooBarBaz)'
                                                        #
                                                        # Should we try to use TLS to encrypt connections?
                                                        'tls'                       =>  0,
                                                        # SSL Version to provide to Net::SSLeay *if* using SSL
                                                        #'ssl_version'               =>  2,
                                                        # What other args should I pass to Net::LDAP->new($host, at args)?
                                                        'net_ldap_args'             => [    version =>  3   ],
                                                        # Does authentication depend on group membership? What group name?
                                                        #'group'                     =>  'RTUsers',
                                                        # What is the attribute for the group object that determines membership?
                                                        #'group_attr'                =>  'cn',
                                                        ## RT ATTRIBUTE MATCHING SECTION
                                                        # The list of RT attributes that uniquely identify a user
                                                        # This example shows what you *can* specify.. I recommend reducing this
                                                        # to just the Name and EmailAddress to save encountering problems later.
                                                        'attr_match_list'           => [    'Name',
                                                                                            'EmailAddress', 
                                                                                        ],
                                                        # The mapping of RT attributes on to LDAP attributes
                                                        'attr_map'                  =>  {   'Name' => 'uid',
                                                                                            'EmailAddress' => 'mail',
                                                                                        }
                                                    },
                                # An example SSO cookie service
                                'My_SSO_Cookie'  => {   # # The type of service (db/ldap/cookie)
                                                        'type'                      =>  'cookie',
                                                        # The name of the cookie to be used
                                                        'name'                      =>  'loginCookieValue',
                                                        # The users table
                                                        'u_table'                   =>  'users',
                                                        # The username field in the users table
                                                        'u_field'                   =>  'username',
                                                        # The field in the users table that uniquely identifies a user
                                                        # and also exists in the cookies table
                                                        'u_match_key'               =>  'userID',
                                                        # The cookies table
                                                        'c_table'                   =>  'login_cookie',
                                                        # The field that stores cookie values
                                                        'c_field'                   =>  'loginCookieValue',
                                                        # The field in the cookies table that uniquely identifies a user
                                                        # and also exists in the users table
                                                        'c_match_key'               =>  'loginCookieUserID',
                                                        # The DB service in this configuration to use to lookup the cookie information
                                                        'db_service_name'           =>  'My_MySQL'
                                                    }
                                }
);

1;



I wonder if this section could be part of the problem I'm having...


thanks
tim


> ------------------------------------
> 
> 
> 
> # RT was configured with:
> #
> #   $ ./configure --enable-graphviz --enable-gd --enable-gpg --with-db-host=localhost --with-db-rt-host=localhost --with-db-dba=admin --with-db-rt-user=admin --with-db-rt-pass=Duk30fZh0u --with-web-user=apache --with-web-group=apache --with-apachectl /usr/sbin/apachectl --localstatedir=/var/rt4 --sysconfdir=/etc/rt4 --prefix=/usr/local/rt4 --exec-prefix=/usr/local/sbin
> #
> 
> 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($rtname, "mlb.com");
> 
> =item C<$Organization>
> 
> You should set this to your organization's DNS domain. For example,
> I<fsck.com> or I<asylum.arkham.ma.us>. 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<break> all existing ticket links!
> 
> =cut
> 
> Set($Organization, "mlb.com");
> 
> =item C<$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<$CommentAddress> are the default addresses
> that will be listed in From: and Reply-To: headers of correspondence
> and comment mail tracked by RT, unless overridden by a queue-specific
> address.  They should be set to email addresses which have been
> configured as aliases for F<rt-mailgate>.
> 
> =cut
> 
> Set($CorrespondAddress, 'rt at mm3.mlbam.com');
> 
> Set($CommentAddress, 'rt-comment at mm3.mlbam.com');
> 
> =item C<$WebDomain>
> 
> Domain name of the RT server, e.g. 'www.example.com'. It should not
> contain anything except the server name.
> 
> =cut
> 
> Set($WebDomain, "rt.mm3.mlbam.com");
> 
> =item C<$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($WebPort, 80);# + ($< * 7274) % 32766 + ($< && 1024));
> 
> =item C<$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, "/helpdesk");
> 
> =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($Timezone, "US/Eastern");
> 
> =item C<@Plugins>
> 
> Set C<@Plugins> to a list of external RT plugins that should be
> enabled (those plugins have to be previously downloaded and
> installed).
> 
> Example:
> 
> C<Set(@Plugins, (qw(Extension::QuickDelete RT::Extension::CommandByMail)));>
> 
> =cut
> 
> Set(@Plugins, qw(RT::Authen::ExternalAuth));
> 
> =back
> 
> 
> 
> 
> =head1 Database connection
> 
> =over 4
> 
> =item C<$DatabaseType>
> 
> Database driver being used; case matters.  Valid types are "mysql",
> "Oracle" and "Pg".
> 
> =cut
> 
> Set($DatabaseType, "mysql");
> 
> =item C<$DatabaseHost>, C<$DatabaseRTHost>
> 
> The domain name of your database server.  If you're running MySQL and
> on localhost, leave it blank for enhanced performance.
> 
> C<DatabaseRTHost> is the fully-qualified hostname of your RT server,
> for use in granting ACL rights on MySQL.
> 
> =cut
> 
> Set($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($DatabaseUser, "admin");
> 
> =item C<$DatabasePassword>
> 
> The password the C<$DatabaseUser> should use to access the database.
> 
> =cut
> 
> Set($DatabasePassword, q{Duk30fZh0u});
> 
> =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<Log::Dispatch> 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
> 
> =cut
> 
> Set($LogToSyslog, "info");
> Set($LogToScreen, "info");
> 
> =item C<$LogToFile>, C<$LogDir>, C<$LogToFileNamed>
> 
> Logging to a standalone file is also possible, but note that the file
> should needs to both exist and be writable by all direct users of the
> RT API.  This generally includes the web server and whoever
> rt-crontool runs as.  Note that rt-mailgate and the RT CLI go through
> the webserver, so their users do not need to have write permissions to
> this file. If you expect to have multiple users of the direct API,
> Best Practical recommends using syslog instead of direct file logging.
> 
> =cut
> 
> Set($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<Log::Dispatch::Syslog>.
> Other interesting flags include facility and logopt.  (See the
> L<Log::Dispatch::Syslog> 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<very careful> with it. Note that it overrides C<$rtname> for
> subject token matching and that you should use only "non-capturing"
> parenthesis grouping. For example:
> 
> C<Set($EmailSubjectTagRegex, qr/(?:example.com|example.org)/i );>
> 
> and NOT
> 
> C<Set($EmailSubjectTagRegex, qr/(example.com|example.org)/i );>
> 
> The setting below would make RT behave exactly as it does without the
> setting enabled.
> 
> =cut
> 
> # Set($EmailSubjectTagRegex, qr/\Q$rtname\E/i );
> 
> =item C<$OwnerEmail>
> 
> C<$OwnerEmail> is the address of a human who manages RT. RT will send
> errors generated by the mail gateway to this address.  This address
> should I<not> be an address that's managed by your RT instance.
> 
> =cut
> 
> Set($OwnerEmail, 'tim.dunphy at example.com');
> 
> =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<$MaxAttachmentSize> sets the maximum size (in bytes) of attachments
> stored in the database.
> 
> For MySQL and Oracle, we set this size to 10 megabytes.  If you're
> running a PostgreSQL version earlier than 7.1, you will need to drop
> this to 8192. (8k)
> 
> =cut
> 
> 
> Set($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<MaxAttachmentSize>.  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<CanonicalizeEmailAddressReplace> for the value in
> C<CanonicalizeEmailAddressMatch> (These values are passed to the
> C<CanonicalizeEmailAddress> subroutine in F<RT/User.pm>)
> 
> By default, that routine performs a C<s/$Match/$Replace/gi> 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<RT/User_Local.pm>
> 
> =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<RT::Interface::Email> to use; see L<rt-mailgate>
> 
> =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
> 
> Set($SendmailPath , "/usr/local/rt4/bin/msmtp_wrapper");
> 
> 
> 
> =head1 Outgoing mail
> 
> =over 4
> 
> =item C<$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<$OverrideOutgoingMailFrom> is used for overwriting the Correspond
> address of the queue as it is handed to sendmail -f. This helps force
> the From_ header away from www-data or other email addresses that show
> up in the "Sent by" line in Outlook.
> 
> The option is a hash reference of queue name to email address.  If
> there is no ticket involved, then the value of the C<Default> key will
> be used.
> 
> This option is irrelevant unless C<$SetOutgoingMailFrom> is set.
> 
> =cut
> 
> Set($OverrideOutgoingMailFrom, {
> #    'Default' => 'admin at rt.example.com',
> #    'General' => 'general at rt.example.com',
> });
> 
> =item C<$DefaultMailPrecedence>
> 
> C<$DefaultMailPrecedence> is used to control the default Precedence
> level of outgoing mail where none is specified.  By default it is
> C<bulk>, but if you only send mail to your staff, you may wish to
> change it.
> 
> Note that you can set the precedence of individual templates by
> including an explicit Precedence header.
> 
> If you set this value to C<undef> then we do not set a default
> Precedence header to outgoing mail. However, if there already is a
> Precedence header, it will be preserved.
> 
> =cut
> 
> Set($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<bulk>, but if you only send mail to your
> staff, you may wish to change it.
> 
> If you set this value to C<undef> 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<sprintf()> 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<sprintf()> 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<$VERPDomain>
> 
> Setting these options enables VERP support
> L<http://cr.yp.to/proto/verp.txt>.
> 
> Uncomment the following two directives to generate envelope senders
> of the form C<${VERPPrefix}${originaladdress}@${VERPDomain}>
> (i.e. rt-jesse=fsck.com at 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<Set($SendmailArguments,"-oi -t -ODeliveryMode=b -OErrorMode=m");>
> 
> =cut
> 
> Set($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<share/html/NoAuth/css/>
> 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($WebDefaultStylesheet, "aileron");
> #Set($WebDefaultStylesheet, "ballard");
> 
> =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, "Ops");
> 
> =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<RT::CustomFieldValues::External>.  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<$WebURL> when
> redirecting rather than the one we get from C<%ENV>.
> 
> If you use RT behind a reverse proxy, you almost certainly want to
> enable this option.
> 
> =cut
> 
> Set($CanonicalizeRedirectURLs, 0);
> 
> =item C<@JSFiles>
> 
> A list of JavaScript files to be included in head.  Removing any of
> the default entries is not suggested.
> 
> =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<$JSMinPath>
> 
> Path to the jsmin binary, available from
> http://www.crockford.com/javascript/jsmin.html
> 
> If specified, it will be used to minify C<JSFiles>.  If it cannot be
> found, RT will fall back to the L<JavaScript::Minifier> module;
> failing that, RT will will simply concatenate the files.
> 
> =cut
> 
> # Set($JSMinPath, "/path/to/jsmin");
> 
> =item C<@CSSFiles>
> 
> A list of additional CSS files to be included in head.
> 
> =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");
> Set($UsernameFormat, "verbose");
> 
> =item C<$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<loc> for localization.
> 
> =cut
> 
> Set($LogoAltText, "Best Practical Solutions, LLC corporate logo");
> 
> =item C<$LogoImageHeight>
> 
> C<$LogoImageHeight> is the value of the C<height> attribute of the logo
> C<img> tag.
> 
> =cut
> 
> Set($LogoImageHeight, 38);
> 
> =item C<$LogoImageWidth>
> 
> C<$LogoImageWidth> is the value of the C<width> attribute of the logo
> C<img> 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</Ticket/Display.html>
> to F</SelfService/Display.html> 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<GD> 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<gt>
> 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<docs/timezones_in_charts.pod>.
> 
> 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{
>    '<B><A HREF="__WebPath__/Ticket/Display.html?id=__id__">__id__</a></B>/TITLE:#',
>    '<B><A HREF="__WebPath__/Ticket/Display.html?id=__id__">__Subject__</a></B>/TITLE:Subject',
>    Status,
>    QueueName,
>    OwnerName,
>    Priority,
>    '__NEWLINE__',
>    '',
>    '<small>__Requestors__</small>',
>    '<small>__CreatedRelative__</small>',
>    '<small>__ToldRelative__</small>',
>    '<small>__LastUpdatedRelative__</small>',
>    '<small>__TimeLeft__</small>'});
> 
> =item C<$DefaultSelfServiceSearchResultFormat>
> 
> C<$DefaultSelfServiceSearchResultFormat> is the default format of
> searches displayed in the SelfService interface.
> 
> =cut
> 
> Set($DefaultSelfServiceSearchResultFormat, qq{
>    '<B><A HREF="__WebPath__/SelfService/Display.html?id=__id__">__id__</a></B>/TITLE:#',
>    '<B><A HREF="__WebPath__/SelfService/Display.html?id=__id__">__Subject__</a></B>/TITLE:Subject',
>    Status,
>    Requestors,
>    OwnerName});
> 
> =item C<%FullTextSearch>
> 
> Full text search (FTS) without database indexing is a very slow
> operation, and is thus disabled by default.
> 
> Before setting C<Indexed> to 1, read F<docs/full_text_indexing.pod> for
> the full details of FTS on your particular database.
> 
> It is possible to enable FTS without database indexing support, simply
> by setting the C<Enable> key to 1, while leaving C<Indexed> set to 0.
> This is not generally suggested, as unindexed full-text searching can
> cause severe performance problems.
> 
> =cut
> 
> Set(%FullTextSearch,
>     Enable  => 0,
>     Indexed => 0,
> );
> 
> 
> =item C<$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.
> 
> =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($AutocompleteOwners, 0);
> 
> =item C<$UserAutocompleteFields>
> 
> Specifies which fields of L<RT::User> 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<any> kind of mail will be shown on the ticket reply page, instead of a
> detailed breakdown by scrip.
> 
> =cut
> 
> Set($SimplifiedRecipients, 0);
> 
> =back
> 
> 
> 
> =head2 Articles
> 
> =over 4
> 
> =item C<$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<$TrustHTMLAttachments>
> 
> If C<TrustHTMLAttachments> is not defined, we will display them as
> text. This prevents malicious HTML and JavaScript from being sent in a
> request (although there is probably more to it than that)
> 
> =cut
> 
> Set($TrustHTMLAttachments, undef);
> 
> =item C<$AlwaysDownloadAttachments>
> 
> Always download attachments, regardless of content type. If set, this
> overrides C<TrustHTMLAttachments>.
> 
> =cut
> 
> Set($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 $PlainTextPre messages will be
> displayed using <pre>; this option overrides C<$PlainTextMono>.
> 
> =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.
> 
> =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 and *adds spaces* into the text if it
>   is longer then 30 characters. This allows the browser to wrap long
>   URLs and avoid horizontal scrolling.
> 
> See F<share/html/Elements/MakeClicky> 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<any> 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<ModifyTicket> rights on
> both tickets to link them together; otherwise, I<ModifyTicket> 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?
> 
> =back
> 
> =cut
> 
> Set($ApprovalRejectionNotes, 1);
> 
> =head1 Extra security
> 
> =over 4
> 
> This is a list of extra security measures to enable that help keep your RT
> safe.  If you don't know what these mean, you should almost certainly leave the
> defaults alone.
> 
> =item C<$DisallowExecuteCode>
> 
> If set to a true value, the C<ExecuteCode> right will be removed from
> all users, B<including> 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($Framebusting, 1);
> 
> =back
> 
> =head1 Authorization and user configuration
> 
> =over 4
> 
> =item C<$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, but if you are using
> MySQL 3.x and plans to use non-ascii Queue names, uncomment and add
> this line to F<RT_SiteConfig.pm> to prevent session corruption.
> 
> =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<unless> users are only connecting via SSL encrypted HTTPS
> connections.
> 
> =cut
> 
> Set($WebSecureCookies, 0);
> 
> =item C<$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<qw(en ja)> 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<Encode::Guess>.  The first element may
> also be '*', which enables encoding detection using
> L<Encode::Detect::Detector>, 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<$DateTimeFormat>
> 
> You can choose date and time format.  See the "Output formatters"
> section in perldoc F<lib/RT/Date.pm> for more options.  This option
> can be overridden by users in their preferences.
> 
> Some examples:
> 
> C<Set($DateTimeFormat, "LocalizedDateTime");>
> C<Set($DateTimeFormat, { Format => "ISO", Seconds => 0 });>
> C<Set($DateTimeFormat, "RFC2822");>
> C<Set($DateTimeFormat, { Format => "RFC2822", Seconds => 0, DayOfWeek => 0 });>
> 
> =cut
> 
> Set($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<RT::Crypt::GnuPG>` (or
> `perldoc lib/RT/Crypt/GnuPG.pm` from your RT install directory).
> 
> =over 4
> 
> =item C<%GnuPG>
> 
> Set C<OutgoingMessagesFormat> 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<AllowEncryptDataInDB> to 1.
> 
> Set C<RejectOnMissingPrivateKey> to false if you don't want to reject
> emails encrypted for key RT doesn't have and can not decrypt.
> 
> Set C<RejectOnBadData> to false if you don't want to reject letters
> with incorrect GnuPG data.
> 
> =cut
> 
> Set(%GnuPG,
>     Enable => 1,
>     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<initial>, B<active> and B<inactive>. 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<initial> statuses for tickets in a given
> lifecycle.
> 
> RT will automatically set its B<Started> date when you change a
> ticket's status from an B<initial> state to an B<active> or
> B<inactive> status.
> 
> =item active
> 
> B<Active> tickets are "currently in play" - they're things that are
> being worked on and not yet complete.
> 
> =item inactive
> 
> B<Inactive> 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<Resolved> date when a ticket's status
> is changed from an B<Initial> or B<Active> status to an B<Inactive>
> status.
> 
> B<deleted> is still a special status and protected by the
> B<DeleteTicket> 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</Statuses available during
> ticket creation>.
> 
> =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.
> 
> =back
> 
> =head2 Transitions between statuses and UI actions
> 
> A B<Transition> 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<RejectTicket> right in the system which you
> could assign to whatever groups you choose.
> 
> On the left hand side you can have the following variants:
> 
>     '<from> -> <to>'
>     '* -> <to>'
>     '<from> -> *'
>     '* -> *'
> 
> Valid transitions are listed in order of priority. If a user attempts
> to change a ticket's status from B<new> to B<open> then the lifecycle
> is checked for presence of an exact match, then for 'any to B<open>',
> 'B<new> 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<DeleteTicket> or B<ModifyTicket> 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<Comment>, B<Respond>, or absent. For example, you may want your
> staff to write a reply to the end user when they change status from
> B<new> to B<open>, and thus set the update to B<Respond>.  Neither
> B<Comment> nor B<Respond> 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.  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',
>         },
> 
>         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',
>         },
> 
>         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</Admin/index.html>
> 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{'<a href="__WebPath__/Admin/Queues/Modify.html?id=__id__">__id__</a>/TITLE:#'}
>         .q{,'<a href="__WebPath__/Admin/Queues/Modify.html?id=__id__">__Name__</a>/TITLE:Name'}
>         .q{,__Description__,__Address__,__Priority__,__DefaultDueIn__,__Disabled__},
> 
>     Groups =>
>         q{'<a href="__WebPath__/Admin/Groups/Modify.html?id=__id__">__id__</a>/TITLE:#'}
>         .q{,'<a href="__WebPath__/Admin/Groups/Modify.html?id=__id__">__Name__</a>/TITLE:Name'}
>         .q{,'__Description__'},
> 
>     Users =>
>         q{'<a href="__WebPath__/Admin/Users/Modify.html?id=__id__">__id__</a>/TITLE:#'}
>         .q{,'<a href="__WebPath__/Admin/Users/Modify.html?id=__id__">__Name__</a>/TITLE:Name'}
>         .q{,__RealName__, __EmailAddress__},
> 
>     CustomFields =>
>         q{'<a href="__WebPath__/Admin/CustomFields/Modify.html?id=__id__">__id__</a>/TITLE:#'}
>         .q{,'<a href="__WebPath__/Admin/CustomFields/Modify.html?id=__id__">__Name__</a>/TITLE:Name'}
>         .q{,__AppliedTo__, __FriendlyType__, __FriendlyPattern__},
> 
>     Scrips =>
>         q{'<a href="__WebPath__/__WebRequestPathDir__/Scrip.html?id=__id__&Queue=__QueueId__">__id__</a>/TITLE:#'}
>         .q{,'<a href="__WebPath__/__WebRequestPathDir__/Scrip.html?id=__id__&Queue=__QueueId__">__Description__</a>/TITLE:Description'}
>         .q{,__Stage__, __Condition__, __Action__, __Template__},
> 
>     Templates =>
>         q{'<a href="__WebPath__/__WebRequestPathDir__/Template.html?Queue=__QueueId__&Template=__id__">__id__</a>/TITLE:#'}
>         .q{,'<a href="__WebPath__/__WebRequestPathDir__/Template.html?Queue=__QueueId__&Template=__id__">__Name__</a>/TITLE:Name'}
>         .q{,'__Description__'},
>     Classes =>
>         q{ '<a href="__WebPath__/Admin/Articles/Classes/Modify.html?id=__id__">__id__</a>/TITLE:#'}
>         .q{,'<a href="__WebPath__/Admin/Articles/Classes/Modify.html?id=__id__">__Name__</a>/TITLE:Name'}
>         .q{,__Description__},
> );
> 
> =back
> 
> 
> 
> 
> =head1 Development options
> 
> =over 4
> 
> =item C<$DevelMode>
> 
> RT comes with a "Development mode" setting.  This setting, as a
> convenience for developers, turns on several of development options
> that you most likely don't want in production:
> 
> =over 4
> 
> =item *
> 
> Uses L<Module::Refresh> to reload changed Perl modules on each
> request.
> 
> =item *
> 
> Turns off Mason's C<static_source> directive; this causes Mason to
> reload template files which have been modified on disk.
> 
> =item *
> 
> Turns on Mason's HTML C<error_format>; this renders compilation errors
> to the browser, along with a full stack trace.  It is possible for
> stack traces to reveal sensitive information such as passwords or
> ticket content.
> 
> =item *
> 
> Turns off caching of callbacks; this enables additional callbacks to
> be added while the server is running.
> 
> =back
> 
> =cut
> 
> Set($DevelMode, "0");
> 
> 
> =item C<$RecordBaseClass>
> 
> What abstract base class should RT use for its records. You should
> probably never change this.
> 
> Valid values are C<DBIx::SearchBuilder::Record> or
> C<DBIx::SearchBuilder::Record::Cachable>
> 
> =cut
> 
> Set($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);
> 
> # The order in which the services defined in ExternalSettings
> # should be used to authenticate users. User is authenticated
> # if successfully confirmed by any service - no more services
> # are checked.
> Set($ExternalAuthPriority,  [   'My_LDAP',
>                                 'My_MySQL',
>                                 'My_SSO_Cookie'
>                             ]
> );
> 
> # The order in which the services defined in ExternalSettings
> # should be used to get information about users. This includes
> # RealName, Tel numbers etc, but also whether or not the user
> # should be considered disabled. 
> #
> # Once user info is found, no more services are checked.
> #
> # You CANNOT use a SSO cookie for authentication.
> Set($ExternalInfoPriority,  [   'My_MySQL',
>                                 'My_LDAP'
>                             ]
> );
> 
> # If this is set to true, then the relevant packages will
> # be loaded to use SSL/TLS connections. At the moment,
> # this just means "use Net::SSLeay;"
> Set($ExternalServiceUsesSSLorTLS,    0);
> 
> # If this is set to 1, then users should be autocreated by RT
> # as internal users if they fail to authenticate from an
> # external service.
> Set($AutoCreateNonExternalUsers,    1);
> 
> # These are the full settings for each external service as a HashOfHashes
> # Note that you may have as many external services as you wish. They will
> # be checked in the order specified in the Priority directives above.
> # e.g. 
> #   Set(ExternalAuthPriority,['My_LDAP','My_MySQL','My_Oracle','SecondaryLDAP','Other-DB']);
> #
> Set($ExternalSettings,      {   
>                                 # AN EXAMPLE LDAP SERVICE
>                                 'My_LDAP'       =>  {   ## GENERIC SECTION
>                                                         # The type of service (db/ldap/cookie) 
>                                                         'type'                      =>  'ldap',
>                                                         # The server hosting the service
>                                                         'server'                    =>  'ldap01.example.com',
>                                                         ## SERVICE-SPECIFIC SECTION
>                                                         # If you can bind to your LDAP server anonymously you should 
>                                                         # remove the user and pass config lines, otherwise specify them here:
>                                                         # 
>                                                         # The username RT should use to connect to the LDAP server 
>                                                         #'user'                      =>  'uid=Dunphy,ou=People,cn=mlbam,cn=com',
>                                                         # The password RT should use to connect to the LDAP server
>                                                         #'pass'                    =>  'secret',
>                                                         #
>                                                         # The LDAP search base
>                                                         'base'                      =>  'ou=People,dc=example,dc=com',
>                                                         #
>                                                         # ALL FILTERS MUST BE VALID LDAP FILTERS ENCASED IN PARENTHESES!
>                                                         # YOU **MUST** SPECIFY A filter AND A d_filter!!
>                                                         #
>                                                         # The filter to use to match RT-Users
>                                                         'filter'                    =>  '(objectclass=*)',
>                                                         # A catch-all example filter: '(objectClass=*)'
>                                                         #
>                                                         # The filter that will only match disabled users
>                                                         'd_filter'                  =>  '(objectClass=FooBarBaz)',
>                                                         # A catch-none example d_filter: '(objectClass=FooBarBaz)'
>                                                         #
>                                                         # Should we try to use TLS to encrypt connections?
>                                                         'tls'                       =>  0,
>                                                         # SSL Version to provide to Net::SSLeay *if* using SSL
>                                                         #'ssl_version'               =>  2,
>                                                         # What other args should I pass to Net::LDAP->new($host, at args)?
>                                                         'net_ldap_args'             => [    version =>  3   ],
>                                                         # Does authentication depend on group membership? What group name?
>                                                         #'group'                     =>  'RTUsers',
>                                                         # What is the attribute for the group object that determines membership?
>                                                         #'group_attr'                =>  'cn',
>                                                         ## RT ATTRIBUTE MATCHING SECTION
>                                                         # The list of RT attributes that uniquely identify a user
> 							# This example shows what you *can* specify.. I recommend reducing this
>                                                         # to just the Name and EmailAddress to save encountering problems later.
>                                                         'attr_match_list'           => [    'Name',
>                                                                                             'EmailAddress', 
>                                                                                         ],
>                                                         # The mapping of RT attributes on to LDAP attributes
>                                                         'attr_map'                  =>  {   'Name' => 'uid',
>                                                                                             'EmailAddress' => 'mail',
>                                                                                         }
>                                                     },
>                                 # An example SSO cookie service
>                                 'My_SSO_Cookie'  => {   # # The type of service (db/ldap/cookie)
>                                                         'type'                      =>  'cookie',
>                                                         # The name of the cookie to be used
>                                                         'name'                      =>  'loginCookieValue',
>                                                         # The users table
>                                                         'u_table'                   =>  'users',
>                                                         # The username field in the users table
>                                                         'u_field'                   =>  'username',
>                                                         # The field in the users table that uniquely identifies a user
>                                                         # and also exists in the cookies table
>                                                         'u_match_key'               =>  'userID',
>                                                         # The cookies table
>                                                         'c_table'                   =>  'login_cookie',
>                                                         # The field that stores cookie values
>                                                         'c_field'                   =>  'loginCookieValue',
>                                                         # The field in the cookies table that uniquely identifies a user
>                                                         # and also exists in the users table
>                                                         'c_match_key'               =>  'loginCookieUserID',
>                                                         # The DB service in this configuration to use to lookup the cookie information
>                                                         'db_service_name'           =>  'My_MySQL'
>                                                     }
>                                 }
> );
> 
> 1;
> 
> 
> Set($LogToFile,      'debug');
> Set($LogToFileNamed, 'rt.log');
> Set($LogDir,         '/usr/local/rt4/var/log');
> 
> 1;
> 
> 
> 
> ---------
> 
> 
> thank you very much for any advice you may have!
> 
> tim
> 
> 
> 
>  
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston  March 5 & 6, 2012

--------
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston � March 5 & 6, 2012



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