[rt-users] RT Bounce messages
Kevin Falcone
falcone at bestpractical.com
Thu Feb 2 12:10:45 EST 2012
On Thu, Feb 02, 2012 at 04:05:53PM -0000, Tim Dunphy wrote:
> > 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.
It'd be useful to see that diff, more than the SiteCOnfig at this
point, and you should consider cleaning it up so you'll know in the
future what options you've overridden.
> > 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($RTAddressRegexp, undef);
In this case, it means RT will be comparing against all the Queue
address and your Correspond/Comment address. Is it possible that RT
is sending to an email address that feeds back into RT via an
/etc/aliases file or something similar?
-kevin
> Well I don't recall copying the RT_Config.pm to RT_SiteConfig.
>
> However one thing that I can say is that I remember that I started seeing these bounce messages right about the time that I tried including an LDAP ExternalAuth method in the RT_SiteConfig.pm file.
>
> # These are the full settings for each external service as a HashOfHashes
> # Note that you may have as many external services as you wish. They will
> # be checked in the order specified in the Priority directives above.
> # e.g.
> # Set(ExternalAuthPriority,['My_LDAP','My_MySQL','My_Oracle','SecondaryLDAP','Other-DB']);
> #
> Set($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
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston March 5 & 6, 2012
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