[Rt-commit] r6101 - in rtir/branches/2.1-EXPERIMENTAL: .
jesse at bestpractical.com
jesse at bestpractical.com
Thu Sep 28 21:02:22 EDT 2006
Author: jesse
Date: Thu Sep 28 21:02:22 2006
New Revision: 6101
Added:
rtir/branches/2.1-EXPERIMENTAL/CHANGES
rtir/branches/2.1-EXPERIMENTAL/docs/Constituencies.pod
Modified:
rtir/branches/2.1-EXPERIMENTAL/ (props changed)
rtir/branches/2.1-EXPERIMENTAL/README
Log:
r27920 at pinglin: jesse | 2006-09-28 21:02:22 -0400
* doc hacking
Added: rtir/branches/2.1-EXPERIMENTAL/CHANGES
==============================================================================
--- (empty file)
+++ rtir/branches/2.1-EXPERIMENTAL/CHANGES Thu Sep 28 21:02:22 2006
@@ -0,0 +1,78 @@
+CHANGES SINCE RTIR 1.0
+----------------------
+
+Full integration with RT 3.7.
+
+New Search UI
+
+ This includes a 3.7-style search UI, and menu changes to
+ accomodate this. Instead of search results and criteria being
+ displayed on a single page, you can now choose the 'Refine' menu
+ option to refine your search and re-run it after you've added all
+ of your criteria. This also includes extracting results to RSS and
+ spreadsheet formats.
+
+Configurable Search Results
+
+ Search result formats are configurable in the RTIR configuration
+ file, so you can easily choose which fields you would like to have
+ displayed for RTIR searches.
+
+Configurable RTIR home page
+
+ You can choose which components (portlets) you want to see on
+ RTIR's main page, including portlets from both RTIR and core RT.
+
+Per user interface configuration
+
+ Users can change RT's appearance through their preferences,
+ including adjusting portlets, default search results, and ticket
+ transaction order.
+
+Integration between RTIR and RTFM
+
+ Now RTIR is detects if RTFM is installed, and adds default RTFM
+ classes, templates and rights for better integration with RTIR.
+
+Create Incident with Investigation
+
+ New interface allows the user to create an Incident and run an
+ Investigation from the same page..
+
+Incident Reports can be linked to multiple Incidents.
+
+Quick states filter
+
+ While browsing children linked to an incident you can filter the
+ list by the their state.
+
+Bulk Abandon
+
+ Multiple Incidents can be abandoned from a single form.
+
+Disable Blocks queue
+
+ Blocks queue and its functionality can be disabled in the RTIR
+ configuration file.
+
+Advanced operations with RTIR tickets
+
+ New 'Advanced' ticket's subtab allows the user to move misplaced
+ tickets, merge wayward responses, and do other low-level
+ maintainance tasks.
+
+Business::SLA
+
+ Service Level Agreement (SLA) calculations are now handled by the
+ Business::SLA module, which offers more flexibility. You can
+ specify SLAs with business minutes, real minutes, or both.
+
+Scrips
+
+ RTIR-specific scrip actions and conditions are now in perl
+ modules, so they're easier to customize.
+
+Standardized Components
+
+ RTIR 1.2 uses more of RT's core components, making it easier to
+ customize and maintain.
Modified: rtir/branches/2.1-EXPERIMENTAL/README
==============================================================================
--- rtir/branches/2.1-EXPERIMENTAL/README (original)
+++ rtir/branches/2.1-EXPERIMENTAL/README Thu Sep 28 21:02:22 2006
@@ -10,109 +10,15 @@
or RTIR, please contact Best Practical at sales at bestpractical.com.
-WARNING!
---------
-
-This is a development version of RTIR. Before using this version of
-RTIR, back up your database and any local modifications.
-
-If you intend to deploy RTIR, or any other software, in a production
-environment, we recommend that you first install and test it in a
-staging environment to ensure that it meets your needs.
-
-Changes since RTIR 1.0.x
-------------------------
-
-Full integration with RT 3.7.
-
-New Search UI
-
- This includes a 3.7-style search UI, and menu changes to
- accomodate this. Instead of search results and criteria being
- displayed on a single page, you can now choose the 'Refine' menu
- option to refine your search and re-run it after you've added all
- of your criteria. This also includes extracting results to RSS and
- spreadsheet formats.
-
-Configurable Search Results
-
- Search result formats are configurable in the RTIR configuration
- file, so you can easily choose which fields you would like to have
- displayed for RTIR searches.
-
-Configurable RTIR home page
-
- You can choose which components (portlets) you want to see on
- RTIR's main page, including portlets from both RTIR and core RT.
-
-Per user interface configuration
-
- Users can change RT's appearance through their preferences,
- including adjusting portlets, default search results, and ticket
- transaction order.
-
-Integration between RTIR and RTFM
-
- Now RTIR is detects if RTFM is installed, and adds default RTFM
- classes, templates and rights for better integration with RTIR.
-
-Create Incident with Investigation
-
- New interface allows the user to create an Incident and run an
- Investigation from the same page..
-
-Incident Reports can be linked to multiple Incidents.
-
-Quick states filter
-
- While browsing children linked to an incident you can filter the
- list by the their state.
-
-Bulk Abandon
-
- Multiple Incidents can be abandoned from a single form.
-
-Disable Blocks queue
-
- Blocks queue and its functionality can be disabled in the RTIR
- configuration file.
-
-Advanced operations with RTIR tickets
-
- New 'Advanced' ticket's subtab allows the user to move misplaced
- tickets, merge wayward responses, and do other low-level
- maintainance tasks.
-
-Business::SLA
-
- Service Level Agreement (SLA) calculations are now handled by the
- Business::SLA module, which offers more flexibility. You can
- specify SLAs with business minutes, real minutes, or both.
-
-Scrips
-
- RTIR-specific scrip actions and conditions are now in perl
- modules, so they're easier to customize.
-
-Standardized Components
-
- RTIR 1.2 uses more of RT's core components, making it easier to
- customize and maintain.
-
REQUIRED PACKAGES:
------------------
o RT 3.7.0 or later, configured, installed and tested.
-
-o RTFM 2.1 or later, configured, installed and tested.
-
+o RTFM 2.2.0RC4 or later, configured, installed and tested.
o The Business::Hours module (version 0.05 or later)
-
o The Business::SLA module
-
o The Net::Whois::RIPE module
-
o The Net::CIDR module
@@ -191,8 +97,29 @@
You should substitute the URL for RT's web interface for "http://localhost/".
+** If you're configuring RTIR with support for multiple constituencies, please
+refer to the instructions in the file docs/Constituencies.pod
+
+
+Additional resources
+--------------------
+
+
+ RT 3.7 (or newer) RTFM 2.2.0rc4 (or newer), RTIR 2.1.0 (or newer), and then which other RT::Extensions?
+ Subsection RTIR:
+ * This README file
+ * UPGRADING (for users upgrading from 1.0 or 2.0)
+ (Upgrading needs work re carlos comments last night)
+ * docs/Tutorial.pod (currently contains extended information about ticket merging)
+ * etc/RTIR_Config.pm (Contains a number of RTIR-specific configuration options and their instructions for use)
+ Subsection Getting help with RTIR:
+ * RTIR mailing list (subscription details go here)
+ * The RTIR section of the community-developed RT wiki is still in its infantcy. wiki.bestpractical.com?RTIR
+ ruz: can you fill this out for all the packages?
+
+
-BUGS
-----
+REPORTING BUGS
+--------------
To report a bug, send email to rtir-bugs at fsck.com.
Added: rtir/branches/2.1-EXPERIMENTAL/docs/Constituencies.pod
==============================================================================
--- (empty file)
+++ rtir/branches/2.1-EXPERIMENTAL/docs/Constituencies.pod Thu Sep 28 21:02:22 2006
@@ -0,0 +1,99 @@
+=head1 REQUIREMENTS for Multiple Constituency functionality
+
+ SWITCHCERT, and several other CSIRT’s provide services for more than one constituency.
+For a variety of reasons, it makes sense to separate these constituencies, particularly when handling
+incidents. However, it also makes sense to use the same tools when working on these separate sources
+of data. Depending on the constituency different users may wish to work on incidents within different
+queues or have access to incident data held within different queues. Therefore, access is required,
+which allows user privileges depending on the constituency. RTIR does not support this out of the
+box. Of course it would be possible to install one separate instance of RTIR per constituency. But this
+is somewhat cumbersome, as a lot of the configuration is identical on all instances, hence errorprone.
+A better solution would be to integrate the facility of handling several constituencies within the same
+instances of RTIR.
+
+D.3.5.1. We MUST be able to define more than one constituency.
+D.3.5.2. We MUST be able to define Access Control Lists according to the constituency.
+D.3.5.3. We MUST preset the constituency according to mail traffic.
+D.3.5.4. RTIR MUST allow constituency inheritance of newly created tickets in any RTIR
+queue (incident report, incident, blocks, investigation)
+
+=head2 Definitions
+
+ A constituency is defined by:
+ * By it’s name.
+ * Its correspondence email address.
+ * Associated ACLs.
+ * Assigning a constituency to a ticket:
+ ** On new incoming incident report, the constituency is preset
+ automatically according the email address the email is sent to.
+ ** Any new incidents created from incident reports, or blocks and
+ investigations, created from incidents inherit the constituency
+ from the launching ticket.
+ ** Manually assign the constituency to any new tickets created from
+ within RTIR, not yet related to any other ticket.
+ ** Manually change the constituency of a ticket and all its related
+ tickets.
+
+Of course the last two points require that the user has the right to do so,
+according to the ACLs. All tickets must belong to a constituency.
+
+=head1 IMPLEMENTATION DETAILS
+
+=head2 Constituency values
+
+Constituency is a custom field that applies to all RTIR's queues. Administrator
+can manage the field and its values via the web interface: RT -> Configuration ->
+Custom Fields -> click on '_RTIR_Constituency' record in the list. At the bottom
+of the page there is control elements to add, delete and rename values of
+the constituency field(D.3.5.1).
+
+=head2 ACLs
+
+To implement requirement D.3.5.2 we've associated one group with each value of
+the constituency field. Name of a group should match 'DutyTeam <constituency>'.
+When people define or change value of a ticket we add a group to the ticket's
+AdminCc role, so all people in the group inherit rights granted to AdminCc role.
+You can control list of rights through the web interface. Open page RT ->
+Configuration -> Queues -> select a RTIR queue -> Group Rights, change
+rights of the AdminCc role to control access of the constituency groups.
+You can also control access of other groups to the queue.
+
+=head2 Presetting constituency according to mail traffic
+
+Many mail transfer agents (MTAs) allow you to specify a flag on any incoming
+email message by appending "+flag" after an email address. (This option
+is supported by postfix, sendmail, qmail, exim and others, though the "+" delimiter
+has different defaults on some systems and can be customized by a site's systems
+administrator)
+
+RTIR's multiple constituency support uses this extension mechanism to allow
+a single queue to receive mail for multiple constituencies. If you have two
+constituencies, EDUNET and GOVNET, you might set up RTIR's "incident report"
+address as follows in /etc/aliases:
+
+ edu: abuse+edunet
+ gov: abuse+govnet
+ abuse: "|/path/to/rt-mailgate ...mailgate options..."
+
+rt-mailgate script expect that MTA sets the EXTENSION environment variable
+with value of "flag". Script adds this value to the incoming message in
+the 'X-RT-Mail-Extension' header's field.
+
+=head2 Constituency inheritance
+
+* If incoming mail has 'X-RT-Mail-Extension: <valid constituency value>'
+ header field then new ticket is created and constituency set according
+ to field value. See 'Presetting constituency according to mail traffic'
+ above.
+* If user uses 'New' or 'Launch' links on the main view of an incident,
+ investigation, incident report or block to create new linked ticket
+ then creation page contains predefined value for constituency and couldn't
+ be changed at this step.
+* Changing constituency value is possible through the 'Edit' page. RTIR
+ updates all related tickets too during this action.
+
+Note that during linking tickets together list of possible candidates
+is not restricted by constituency of the former ticket, so user may
+choose targets with different constituencies. In the latter case new
+constituency value is not defined as it wasn't defined in requirements.
+We hope to get some feedback from you on this subject during testing.
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