All About RT

Summer 2009

Jesse Vincent [email protected]

Todays agenda
Introductions RT History Getting up and running Point-and-click conguration How to customize RT Customizing the web interface Data Model Internationalization Reporting Approvals and workow Authentication Debugging

Hi, Im Jesse Vincent.

Introduction

Ways RT Gets Used

Helpdesk Network operations Bug tracking Customer service Project management

The RT Layer Cake

A Brief History of RT

RT 0.9 (1996)!
Designed for use at a single company 2 sysadmins 30 users

RT 1.0 (1999)!
Same as RT 0.9 (+ a bit more courage)! Used at hundeds of companies Dozens of CSRs Thouands of requests per day Intense guilt

RT 2.0 (2001)!
Total rewrite Just after Jesse escaped Microsoft DBIx::SearchBuilder Abstraction Multiple DBs supported Whole new UI No more frames Keywords

10

RT 3.0 (2003)!
Overhauled web interface Extension mechanisms Internationalization Custom fields Cleaner internals Tests

11

RT 3.2 (2004)!
New search UI Spreadsheet / RSS output Outgoing mail preview and logging UI improvements Attributes for random metadata No major structural changes More tests

12

RT 3.4 (2005)!
Reimplemented Custom Fields Custom fields on users, groups transactions Generalized Transaction system Faster, Faster, Faster Prettier Even more tests

13

RT 3.6 (2006)!
All CSS layout and styling Customizable homepage Built in charts and reports Ticket "reminders" Comprehensive test coverage Cleaner code

14

RT 3.8 (2008)!
More user preferences Timezones Theme Ticket history order New configuration system Internals cleanup Even more tests PGP support

15

RT 3.8 (continued)!
Favorite tickets Ticket relationship graphs Branded queues iCal feeds Dashboards

RT 4.0!
The future

RT 4.0
Never trust a software vendor who talks about the future...

Setting up RT
Download and Install

19

Getting up and running

Download and Install

Latest Tarball http://download.bestpractical.com/pub/rt/ release/rt.tar.gz Subversion repository svn co svn://svn.bestpractical.com/rt/3.8/trunk rt-3.8 Dependencies from CPAN Instructions in README

The quick start guide

wget http://download.bestpractical.com/pub/rt/ release/rt.tar.gz tar xzvf rt.tar.gz cd rt-3.8.1 ./configure make fixdeps install initdb

File System Layout (I)!

By default, RT installs everything in /opt/rt3/ lib/ RT's perl libraries and message catalogs etc/ RT's configuration files and database schema bin/ Mail gateway, Mason handler and cron tool sbin/ Database setup and dependency checking tools

File System Layout (II)!

share/html/ RT's HTML::Mason frontend var/ Mason and web data cache local/{html,lib,po}/ Local components which override or enhance the core

Configuring RT
Point and Click

The RT Layer Cake

Custom Fields

Custom Fields
Helpdesk Hostname, OS, Browser, Site Bug Tracking Severity, OS, Category, "Broken In", "Fixed In" Property Rental Requests Smoking?, Beds, Pets, Special Needs

Custom Field Types

Select from a List Enter Text Combobox Freeform WikiText Images File Attachments AJAX Source

Scrips

Scrips
Condition / Action / Template Scrip Ideas: OnCreate NotifyManager WithTemplate:ManagerNotify OnResolve NotifyRequestor WithTemplate:HappynessSurvey OnOwnerChange NotifyOwner WithTemplate:AssignmentNotifyWithHistory OnCreate NotifyRequestor WithTemplate:SelfServiceNewPasswd

Conditions
On Create On Transaction On Correspond On Comment On Status Change

On Owner Change On Queue Change On Resolve User Dened

Actions
AutoReply Notify Requestors Notify Owner Notify AdminCCs as Comment Notify Requestors and CCs Notify Requestors, CCs, and Admin CCs Notify Other Recipients Create Tickets Open Tickets as Comment User Dened

Templates
Blank AutoReply Transaction Correspondence Comment Status Change Resolved User Dened

Customized Scrips
Custom Actions, Templates, and Conditions In Database On Disk Flexibility Perl RT's objects

Custom Templates
Templates are Text::Template Objects They can be plain text They can contain Perl They are not sandboxed Customizing the AutoReply

Customizing the Autoreply

From: { $Transaction->CreatorObj->RealName } (via RT) <{ $Ticket->QueueObj->CorrespondAddress || $RT::CorrespondAddress }> Precedence: normal To: [email protected] Mail-Followup-Tuo: [email protected] Reply-To: [email protected] # # # # New Ticket Created by { $Transaction->CreatorObj->RealName } Please include the string: [{$rtname} #{$Ticket->id}] in the subject line of all future correspondence about this issue. <URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} >

{$Transaction->Content()}

Template Tweaks
$Ticket, $Transaction $Ticket->QueueObj, $Transaction->CreatorObj Message Headers {$Transaction->Message->First->Headers} Real Code:

Thanks for contacting FooCorp Support! It's { use LWP::Simple; get("http://foocorp/weatherword"); } here in SomeCity today, but that won't stop us from answering your question within 48 business hours...

Custom Condition
Code snippet that returns true or false Controls whether an action is run For example: OnEmergency
if ($self->TransactionObj->Subject =~ /emergency/i && $self->TicketObj->Transactions->Count == 1) { 1; } else { 0; }

Custom Action
PageSysadmins Prepare
my $hour = (localtime)[2]; if ($hour > 8 && $hour < 18) { return 0; } else { return 1; }

Cleanup/Commit
use Net::SMS; my $sms = Net::SMS->new(); $sms->msgPin("+1 555 123 1234"); $sms->msgFrom("RT"); $sms->msgText($self->TemplateObj->MIMEObj->body->as_string); $sms->msgSend()!

Example One
EmergencyPage Template
Subject: 911 {$Ticket->Subject}

Putting it All Together: OnEmergency PageSysadmins WithTemplate:EmergencyPage

Example Two
OnCreate EscalatePriorityIfBoss WithTemplate:Blank EscalatePriorityIfBoss Action: Prepare
($self->TransactionObj->CreatorObj->EmailAddress =~ /president\@whitehouse.gov/i) ? 1 : 0;

Commit
$self->TicketObj->SetPriority(99);

Scrips limited to Queues

Create a global ScripAction On Create where Queue is parrot or perl5 Condition: User Defined Custom Condition Code:
my $self = shift; if ($self->TransactionObj->Type eq "Create" && $self->TicketObj->QueueObj->Name =~ /^(?:parrot|perl5)$/) { return 1; } else { return 0; }

Basic Custom Views

Saved Searches
Any query Any output format Personal or Shared

Custom Homepage
Users can customize their own Superusers can change the default Pre-written portlets Any saved search Graphs and Charts (from 3.6.3)

Dashboards
Similar to custom homepages Shareable with groups Bookmarkable URLs Scheduled email delivery

The Mail Gateway

Letting your users open and update tickets from their email clients.

The RT Layer Cake

The Mail Gateway

Usually lives in /opt/rt3/bin Simple perl script Uses HTTP (or HTTPS) to talk to RT Uses REST interface to talk to RT Does no message processing Doesn't need to run on an RT server Doesn't need the rest of RT installed Doesn't need to be SetUID or SetGID

How It Works
MTA pipes message to rt-mailgate On any system error, rt-mailgate returns a "Temporary Failure" error to the MTA rt-mailgate sends message to RT Server via HTTP Server processes message and creates or updates ticket Server returns a success or failure message

Setting Up the Mail Gateway

/etc/aliases rt: "|/opt/rt3/bin/rt-mailgate --url http://localhost/ --queue general --action correspond"

Debugging rt-mailgate
# /opt/rt3/bin/rt-mailgate \ --url http://localhost/ \ --queue general \ --debug \ --action correspond < /tmp/msg /tmp/msg: From: root@localhost Subject: just testing This is a message

Advanced Options
MTAs support "+ notation" to pass information to MUAs by appending +data to an email address. --extension 'queue' [email protected] 'ticket' [email protected] 'action' [email protected]

Mail Extensions
RT::Extension:: CommandByEmail ExtractSubjectTagOnTransaction

Mail Handling Backend

RT::Interface::Email Routines for parsing and processing mail Mail handling plugins Filters Plugins to modify messages before they're handed off for processing Authentication handlers Plugins to decide if the sender of a message is who they claim to be

Mail Handling Backend

RT::EmailParser Turns a MIME message into a MIME::Entity

Client Side Spam Filtering

SpamAssassin + procmail simple, you may already know how to do this SpamAssassin + Mail::Audit more flexible Dspam Web GUI for managing spam trap Whitelisting tools

Server Side Spam Filtering

Using RT::Interface::Email::Filter plugins Advantages Runs inside the RT core Disadvantages Current API doesn't provide much functionality to change message processing Runs inside the RT core

Self Service
Let your users help you do your job

Self Service
RT provides a "SelfService" interface for end-users Automatically displayed for unprivileged users See new/open/stalled/resolved tickets Create new tickets Password needed to access it Use external authentication for RT Send users their passwords when they first create a ticket

Autoreply with a password

{if (($Transaction->CreatorObj->id != $RT::Nobody->id) && (!$Transaction->CreatorObj->Privileged) && ($Transaction->CreatorObj->__Value('Password') eq '*NO-PASSWORD*')){ my $user = RT::User->new($RT::SystemUser); $user->Load($Transaction->CreatorObj->Id); my ($stat, $pass) = $user->SetRandomPassword(); if (!$stat) { $OUT .="An internal error has occurred. RT was not able to set a password for you. Please contact your local RT administrator for assistance."; } $OUT .= "You can check the current status and history of your requests at: ".$RT::WebURL."When prompted, enter the following username and password: Username: ".$user->Name." Password: ".$pass.""; }}

The RT Commandline

The RT Layer Cake

The RT CLI
Simple perl script Usually lives in /opt/rt3/bin Can run locally or remotely Uses HTTP (or HTTPS)! Uses TicketSQL for Searching Talks to RT's "REST" interface Scriptable

bin/rt
rt ls "Priority > 5 and Status='new'" rt ls "queue='perl5' and (Status='new' or Status='open')" rt edit ticket/312 set queue=spam status=deleted rt comment -m 'this is a comment' 151

bin/rt + your shell

rtresolve() { rt edit ticket/$1 set status=resolved } $ rtresolve 551

Hacking the code

Not everything is point and click

I'll just make my changes on the live RT, right?

Wrong! Use a development environment Isolate your changes Test your changes Give your users a break

Set up a development environment

Download Configure Run Hack Run Hack Run

Setting up a development environment

$ ./configure --with-my-user-group --enable-layout=inplace --with-db-type=SQLite --with-devel-mode $ make install $ ./bin/standalone_httpd 8888

What all that means

Use the SQLite database engine One file Self-contained Install in the build directory Keep the permissions as me Enable RT's "Developer Mode" Run on port 8888

standalone_httpd
RT Application Server Just like mod_perl or FastCGI Pure perl Can be easily profiled Can be run under perl's debugger

Developer Mode
Primarily useful for web development Mason refreshes on the fly Components (Web UI bits)! Perl Libraries

Basic development hints

Use revision control Set up a development environment Document what you do Collaborate with others on rt-devel Use the wiki http://wiki.bestpractical.com/

Customizing the Web Interface

Something to do with that new development environment.

The RT Layer Cake

Mason application server

RT's web interface is built in HTML::Mason Easy to start hacking on, especially if you know perl Fast Flexible

A brief introduction to HTML::Mason

% lines mean Perl % my $user = RT::User->new(...); <% %> tags mean Perl <% 1+ 1 %> <& &> is how Mason includes other templates <& /Elements/Header, Title => 'Hi!' &>

Mason Blocks
<%args> $variable => 'Default value' </%args> <h1>This is a page!</h1> <%init> # This block runs before any page output </%init> <h1> This is page content, too</h1>

A Simple Web Tool

<%init> my $tix = new RT::Tickets($session{'CurrentUser'}); $tix->Limit(FIELD => 'Owner', VALUE => $session{'CurrentUser'}->id); </%init> <h1><&|/l&>All my tickets</&></h1> % while (my $ticket = $tix->Next) { <%$ticket->id%>: <%$ticket->Subject%> <%loc($ticket->Status)%><br> % }

Custom Mason Templates

RT puts templates in share/html/ Find the template you want to change Copy it to local/html/ Make your changes

Custom Mason Templates

Replace entire Mason component Never clobber the core Easier to find your changes Easier to upgrade RT

Example Customization
/Ticket/Elements/ShowBasics
% if ($Ticket->TimeEstimated) { <tr> <td class="label time estimated"><&|/l&>Estimated</&>:</td> <td class="value time estimated"><& ShowTime, minutes => $Ticket>TimeEstimated &></td> </tr> % } % if ($Ticket->TimeWorked) { <tr> <td class="label time worked"><&|/l&>Worked</&>:</td> <td class="value time worked"><& ShowTime, minutes => $Ticket>TimeWorked &></td> </tr> % }

Example Customization
/Ticket/Elements/ShowBasics
% # if ($Ticket->TimeEstimated) { <tr> <td class="label time estimated"><&|/l&>Estimated</&>:</td> <td class="value time estimated"><& ShowTime, minutes => $Ticket>TimeEstimated &></td> </tr> % # } % # if ($Ticket->TimeWorked) { <tr> <td class="label time worked"><&|/l&>Worked</&>:</td> <td class="value time worked"><& ShowTime, minutes => $Ticket>TimeWorked &></td> </tr> % # }

Cascading Style Sheets

/NoAuth/css/3.5-default/main.css /NoAuth/css/3.4-compat/main.css Colors Fonts Alignment Just a Mason component Make your own and @import a base one. $RT::WebDefaultStylesheet

RT Web Callbacks
Insert Mason code inside at hook points Add things to pages and menus Set widget content ...all without changing core RT code

How Callbacks Work

Hooks in the Mason templates that let you add custom components In html/Ticket/Update.html:
<& /Elements/Callback, _CallbackName => 'AfterTitle', %ARGS &>

Local code "registers" itself by living in the right place in the filesystem RT includes all components matching:
{share,local}/html/Callbacks/*/ Ticket/Update.html/AfterTitle

RT::Extension:: MenubarSearches
Small example of callbacks Jump to active tickets in each queue Inserts a menu item with a callback

rt.cpan.org

Extensions
RT::BugTracker RT::BugTracker::Public RT::Extension::rt_cpan_org RT::Authen::PAUSE RT::Authen::Bitcard RT::Authen::OpenID

MasonX::Profiler
Figuring out how the Web UI fits together

MasonX::Profiler
Foundry/Home/MyRequests.html BEGINS /Elements/SetupSessionCookie 0.0610 /Callbacks/Foundry/autohandler/Auth 0.0003 /Elements/Callback 0.0242 /Elements/Callback 0.0016 /Foundry/Elements/Top 0.0604 /Foundry/Elements/Tab 0.0194 /Foundry/Elements/Header 0.1375 /Foundry/Elements/Tabs 0.0037 /Elements/Callback 0.0294 /Elements/Footer 0.0308 /autohandler 2.9179 /Foundry/Home/MyRequests.html ENDS

Activating MasonX::Profiler
RT_SiteConfig.pm
use MasonX::Profiler; @MasonParameters = ( preamble => 'my $p = MasonX::Profiler->new($m,$r);' );

The RT Data Model

The RT Layer Cake

Database
RT is composed of over a dozen types of related objects Building your own relational database out of BDB or flat files on disks isn't our idea of fun Organizations want to be able to use their own tools to query RT RT connects to a SQL backend with an objectrelational mapper

Schema Core (I)!

Users An individual who can perform actions within RT Groups A collection of Users and other Groups Can be assigned rights, made watchers of tickets, etc Principals An abstraction of Users and Groups Used internally so that anything that can apply to a user or group can apply to either

Schema Core (II)!

GroupMembers A listing of all the Users and Groups which are members of a Group CachedGroupMembers An internal cache of all members of each group, fully unrolling the GroupMembers of each GroupMember ACL A table detailing which rights each Principal has for any ACLed object in RT ACLed Objects include: Ticket, Queue and Group

Schema Core (III)!

Links A mapping between RT internal objects and other RT internal objects Can handle mapping between any two URIs Transactions Records of object updates. Usually tickets. Attachments Any message body or attachment for a Transaction Hierarchical, so MIME email messages can be rebuilt

Schema Core (IV)!

CustomFields Single or multiple values Select from list, freeform or file upload ObjectCustomFields Map CustomFields to Tickets, Transactions, Users, Groups CustomFieldValues Acceptable values for "select from list" custom fields ObjectsCustomFieldValues Values of custom fields for specific records

Schema Core (V)!

Attributes Non searchable metadata Can apply to any object (or row)!

Schema Ticketing (I)!

Tickets Issues of one sort or another

Schema Ticketing (II)!

Queues Highest level categorization of tickets Per queue Scrips, Custom Fields and ACLs Scrips Conditional actions that can happen on any ticket update Templates Simple templates which can take embedded perl expressions Used by Scrips

Schema Ticketing (III)!

ScripActions Used by Scrips to perform some action Autorepy to Requestor Notify Owner Page Systems Administrators ScripConditions Used by Scrips to decide when to fire On Create On Correspond If message matches "explosion"

Schema Diagram

Working with your data

Writing directly to the database is wrong

RT is a complex application with complex relationships between database tables Querying the database for reporting is sometimes OK, but usually unnecessary We've got a better way

DBIx::SearchBuilder
It's an object-relational mapper It hides SQL from your application It lets you transparently treat your database as perl objects Most RT objects are subclasses of DBIx::SearchBuilder or DBIx::SearchBuilder::Record It's a dessert topping and a floor wax

SearchBuilder is Easy
$t = new RT::Ticket( $RT::SystemUser ); $t->Load( 42 ); print $t->Subject;

Two kinds of object

DBIx::SearchBuilder Collections perldoc DBIx::SearchBuilder DBIx::SearchBuilder::Record Individual records perldoc DBIx::SearchBuilder::Record

Record Objects
Create my $user = RT::User->new($RT::SystemUser); ($id, $msg) = $user->Create(Name => 'jrv', EmailAddress => '[email protected]'); Load $user->LoadByCols(EmailAddress => '[email protected]'); Read print $user->Name; Update $user->SetName('jesse'); Delete $user->Delete();

Collection Objects
Every record has a corresponding DBIx::SearchBuilder
'collection' object

Complex searches without raw SQL

my $users = RT::Users->new($RT::SystemUser); $users->Limit(FIELD => 'EmailAddress', OPERATOR => 'LIKE', VALUE => 'fsck.com'); while (my $user = $users->Next) { print "Found ",$user->EmailAddress,"\n"; }

Collection Objects
The standard methods: Limit a result set Limit(); Iterate Next(); Sort and Order OrderBy(); Page RowsPerPage();

The RT Core Objects

DBIx::SearchBuilder::Record subclasses Ticket Queue User Group And others ACE, Attachment, Attribute, GroupMember, Transaction, Principal, Link, CustomField, CustomFieldValue, ObjectCustomFieldValue,

API
RT's API is its core objects All RT tools use the same API we export to the world rt-crontool Web frontend Database setup tools

Boilerplate Code
Simple samples

RT Tool Boilerplate
#!/usr/bin/perl -w use strict; use lib qw(/opt/rt3/local/lib /opt/rt3/lib); use RT; # Load the config file RT::LoadConfig(); # Connect to the database and get RT::SystemUser # loaded RT::Init();

Resolve a ticket
[...boilerplate...] use RT::Interface::CLI qw(GetCurrentUser loc); use RT::Ticket; my $CurrentUser = GetCurrentUser(); die loc("No RT user found.") unless ($CurrentUser->Id); my $ticketid = shift @ARGV; my $ticket = RT::Ticket->new($CurrentUser); $ticket->Load($ticketid); die loc("Ticket not found") unless ($ticket->Id); my ($trans, $msg) = $ticket->SetStatus('resolved'); print $msg;

Overlay Classes
Cleanly customize core classes

Overlay and Local Classes

Core database-access classes are auto-generated When the database changes, you don't want to hand-hack code When you make changes to RT, you want your changes to persist seamlessly across minor version upgrades Most sites don't track local source changes Even if they do, merging sucks

How Overlays work

# User_Local.pm no warnings qw/redefine/; package RT::User; use Site::UserDB; sub RealName { my $self = shift; return Site::UserDB::LookupName( $self->EmailAddress); }

How Overlays work

eval "require RT::Ticket_Overlay"; if ($@ && $@ !~ qr{^Can't locate RT/Ticket_Overlay.pm}) { die $@; }; eval "require RT::Ticket_Vendor"; if ($@ && $@ !~ qr{^Can't locate RT/Ticket_Vendor.pm}) { die $@; }; eval "require RT::Ticket_Local"; if ($@ && $@ !~ qr{^Can't locate RT/Ticket_Local.pm}) { die $@; };

Principals and Users and Groups

Oh my!

Principals, Users and Groups

Principals Every User is a Principal Every Group is a Principal We can treat users and groups as equivalent for ACL checks and Group Membership Groups can contain users and groups Groups can't contain themselves

Authentication
RT has its own internal authentication system RT needs to have a user object for any user before they're allowed to access RT You can tie RT into your single sign on RT::Authen:: Bitcard OpenID

ACL System
ACLs can apply to any DBIx::SB::Record Any Record object type can define what rights it supports Rights can be granted to any user or group Other systems that drop on top of RT can use the ACL system

Delegation
Supports basic delegation of rights Doesn't support "partial" delegation of a given right Doesn't support "re-delegation of rights" When a user's right to do something is revoked, delegates also have right revoked

I18N and L10N

Internationalization and Localization

Internationalization
I18N

Building Blocks
UTF8/Unicode Locale::MakeText Locale::MakeText::Lexicon

Overview
Write Code Extract Strings to Message Catalog Translate Message Catalog

String Extraction
Core $self->loc("Created ticket [_1]", $ticket->Id); Code In Mason loc("Created ticket [_1]", $ticket->Id); Text In Mason <&|/l, $ticket->Id&>Created ticket [_1]</&> Getting the strings into the .po files tool/extract-message-catalog

Localization
L10N

Adding a New Translation

Basic localization for languages without cases/ aspects Extract a fresh .po file Translate .po file Example string from nl.po file #: html/Admin/Users/Modify.html:80 msgid "Access control" msgstr "Toegangscontrole" Check your work

Gotchas

All languages are not created equal

"1 Ticket(s) found" is ugly and wrong Handling this case is language specific English treats singular and plural separately Some languages treat zero specially Some languages have a "dual" Locale::Maketext::Lexicon lets you use perl to help your translations.

Corporatization
Localization can be useful just within an organization. Every organization has its own jargon It's a "request", not a "ticket" PO files can be "overlaid" just like libraries

Reporting
Finding, Counting, and Extracting Tickets

The RT Layer Cake

Important Classes
RT::Attachment RT::CustomField RT::Link RT::Queue RT::Ticket RT::Transaction RT::User

Collection Classes
RT::Attachments RT::CustomFields RT::Links RT::Queues RT::Tickets RT::Transactions RT::Users

Finding Tickets
Limit DBIx::SearchBuilder-Like TicketSQL SQL-like query language Direct Database Access Try to avoid this if you can

TicketSQL
A SQL WHERE clause style syntax for searching for tickets Basic Component: Field + Operation + Value Boolean Logic and Grouping AND / OR / ( )

TicketSQL: Search Terms

Defined in Tickets_Overlay.pm Status, Queue, Type, Creator, LastUpdatedBy, Owner, EffectiveId, id, InitialPriority, FinalPriority, Priority, TimeLeft, TimeWorked, MemberOf, DependsOn, RefersTo, HasMember, DependentOn, ReferredTo, Told, Starts, Started, Due, Resolved, LastUpdated, Created, Subject, Type, Content, ContentType, Filename, TransactionDate, Requestor, CC, AdminCC, Watcher, LinkedTo, CF

TicketSQL: Custom Fields

"CF.{Field Name}"

TicketSQL: Usage
my $ts = RT::Tickets->new( $CurrentUser ); $ts->FromSQL( q[Queue = "perl5"] );

TicketSQL: Examples
Queue = "perl5" AND ( "Status" = "new" OR Status = "open" )! Queue = "parrot" AND "CF.{Priority}" = "High" Queue = "perl5" AND Owner = "jhi" AND Created < "2003-05-29"

TicketSQL: Complex Queries

Created last week and owned by Jesse, or created This week and owned by Robert
(Created > 'two weeks ago' AND Created < 'one week ago' AND Owner = "Jesse") OR ( Created > 'one week ago' AND Owner = "Robert" )!

Things in the Premium queue, or high priority things in the support queue, or things in the support queue more than two days old.
(Queue = "support" AND Priority> 50) OR (Queue ="Premium") OR (Queue ="support" and Created < 'two days ago')!

Finding Other Things (not Tickets)!

DBIx::SearchBuilder For everything Find all users named Robert
my $users = RT::Users($CurrentUser); $users->Limit( FIELD => 'Name', OPERATOR => 'LIKE', VALUE => 'Robert' );

Counting Results
$users->Count()!

Sorting Results
$users->OrderBy( FIELD => "Name", ORDER => "ASC" );

Fields: Defined in User.pm ($Class.pm)! Orders: ASC DESC

Listing off Results

Collections have an iterator
$users = new RT::Users( $CurrentUser ); $users->UnLimit(); while( my $u = $users->Next ) { print $u->Name,"\n"; }

Report Structure
Query What records do I want? Renderer How do I want to output them?

Writing Queries
Finding tickets

TicketSQL vs. Limit

Concise Explicit Explicit grouping Easy to serialize If you know SQL, this is easy Can be verbose DWIM Implicit grouping Hacky to serialize Designed for iterative searches Requires understanding the concept

Recent Tickets: Limit

my $queue = new RT::Queue( $CurrentUser ); $queue->Load('perl5'); $recent = new RT::Tickets( $CurrentUser ); $recent->LimitQueue( VALUE => $queue, OPERATOR => '=' ); $recent->Limit( FIELD => 'Created', OPERATOR => '>', VALUE => 'one week ago' ); $recent->Limit( FIELD => 'Status', OPERATOR => '=', VALUE => 'New' ); $recent->Limit( FIELD => 'Status', OPERATOR => '=', VALUE => 'Open' );

Recent Tickets: TicketSQL

$recent = new RT::Tickets( $CurrentUser ); $recent->FromSQL( "(Queue = 'perl5' and Created > 'one week ago') and (Status = 'new' or Status = 'open')" );

Current Status
my %data = (); my $q = "perl5"; for my $status ( qw[new open stalled resolved] ) { my $search = new RT::Tickets($User); $search->LimitQueue( VALUE => $q ); $search->LimitStatus( VALUE => $status ); my $c = $search->Count; $data{$status} = $c; }

Writing Renderers
Loop over all the data and print it out formatted: <table> <tr><th>Name</th><th>Email</th></tr> % while( my $u = $users->Next ) { <tr><td><% $u->Name %></td> <td><% $u->EmailAddress %></td></tr> %} </table>

Categorized Tickets
Organize by Custom Field

Patch Status

Conference Organizing

Code Snippet
<%perl> my $cfs = RT::CustomFields->new($RT::SystemUser); $cfs->LimitToQueue("perl5"); while (my $cf = $cfs->Next) { my $cfn = $cf->Name(); my $cf_values = $cf->Values; while (my $cfo = $cf_values->Next()) { my $cfv = $cfo->Name(); my $query = qq[Queue = "perl5" AND "cf.{$cfn}" = "$cfv" AND ( Status = "New" OR Status = "Open")]; my $z = new RT::Tickets( $CurrentUser ); $z->FromSQL( $query ); </%perl> # ... renderer ... % } %}

Graphing
Pie Chart Imager::Graph

my @status = qw[new open stalled]; for my $status (@status) { my $search = new RT::Tickets($User); $search->FromSQL(q[Queue="perl5" and Status="$status"]); push @data, $search->Count; } use Imager::Graph::Pie; my $pie = Imager::Graph::Pie->new; my $img1 = $pie->draw(data=>\@data); $img1->write(file=>"out.png");

Graphing (II)!
Values Over Time RRDtool

More GD::Graph Gnuplot

Built in Graphing Support

From Search Results Pie Bar

Custom RSS Feeds

<?xml version="1.0" encoding="utf-8"?> <rdf:RDF ...><channel rdf:about="<%$RT::WebURL%>"> <title>Tickets</title><link><%$RT::WebURL%></link> </channel> % while (my $Ticket = $Tickets->Next()) { <item rdf:about="<%$RT::WebURL%>/?q=<$Ticket->Id%>"> <title><%$Ticket->Id%>: <%$Ticket->Subject%></title> <link><%$RT::WebURL%>/?q=<%$Ticket->Id%></link> </item> % } </rdf:RDF> % $m->abort(); <%INIT> my $Tickets = RT::Tickets->new($session{'CurrentUser'}); $Tickets->FromSQL( 'Owner = '.$session->{'CurrentUser'}->Name . 'AND Status = "open"' ); </%INIT>

Ical Export
BEGIN:VCALENDAR CALSCALE:GREGORIAN VERSION:2.0 %while (my $ticket = $tix->Next) { % my $start = Date::ICal->new( epoch => $ticket->DueObj->Unix); BEGIN:VEVENT SUMMARY:#<%$ticket->Id%>: <%$ticket->Subject%> DTSTART;VALUE=DATE-TIME:<% $start->ical%> DTEND;VALUE=DATE-TIME:<% $start->ical %> END:VEVENT % } END:VCALENDAR

Direct SQL Query

Bending the rules Hard to write Hard to understand Hard to maintain Things to remember Ticket.EffectiveId Disabled Flags

Reporting Extensions
RT::Extension::ActivityReports RTx::Statistics

Approvals and Workflow

Approval Basics
Create tickets based on a template Dependency Chains Often used for "Managerial Approval" Workflow Modeling "a ticket depends on its approvals"

Example Approval
OnCreate / Create Tickets Template: ===Create-Ticket: ManagerApproval Subject: {$TOP->Subject} Approval Queue: ___Approvals Type: approval Depended-On-By: {$TOP->Id} Content: Please review {$TOP->OwnerObj->Name}'s ticket number {$TOP->Id} for approval. ENDOFCONTENT

Enforcement
RT requires all dependencies to be resolved before a Ticket can be resolved

CreateTicket Templates
===Create-Ticket: title Fields: Queue, Subject, Status, Due, Starts, Started, Resolved, Owner, Requestor, CC, AdminCC, TimeWorked, TimeEstimated, TimeLeft, InitialPriority, Type, DependsOn, DependedOnBy,RefersTo, ReferredToBy, Members, MemberOf, Content, ContentType, CustomField-<id#>

Important Fields
Queue Type Ticket Approval Content ENDOFCONTENT

Approval Notifications
Approvals queue configured by default To edit, you need to get there manually $RT::WebUrl/Admin/Queues/Scrips.html?id=2

Default Approval Scrips

When creating an approval ticket: notify the Owner and AdminCc User Defined / Notify Owner / template New Pending Approval If an approver rejects: reject the original and delete pending approvals On Status Change / User Defined / template Approval Rejected

Default Approval Scrips

After any approver approves: add correspondence to the original ticket On Resolve / User Defined / template Approval Passed After all approvers approve: add correspondence to the original ticket On Resolve / User Defined / template All Approvals Passed

Authentication Tips and Tricks

The RT Layer Cake

Basics
RT has a built in authentication system Users Groups Delegation of Rights

Unified Authentication
Simplify your life Centralized Administration Simplify your users' lives One username One password

mod_auth_*
LDAP Kerberos PAM NT Domain NDS Lotus Notes Radius

SMB TACACS+ NIS/YP SecureID Text les SQL Database

RT_SiteConfig.pm
Trust REMOTE_USER Set($WebExternalAuth, 1); Fallback to RT database Set($WebFallbackToInternalAuth, 1); Autocreate Users Set($WebExternalAuto, 1);

Apache Side
Different for every module. Basic Format is <Location /rt3> <Limit GET POST> AuthType Basic AuthName "MyCo RT" AuthUserFile /etc/httpd/rt-passwd require valid-user </Limit> </Location>

MySQL Auth
<Location /rt3> SetHandler perl-script PerlHandler RT::Mason AuthName perl.org AuthType Basic AuthMySQLHost localhost AuthMySQLDB userdb AuthMySQLUser userdbuser AuthMySQLPassword userdbpass

RT as an Authentication Source
Users table Name Password (MD5)! Suitable for mod_auth_mysql Easy to use elsewhere

RT Auth Ideas
mod_auth_rt* Authen::RT* pam_rt* Overlay RT::User->IsPassword()! * denotes figment of Robert's imagination

Tuning and Debugging

Places to look when things go wrong

Logging (I)!
A _lot_ of information gets logged RT_SiteConfig.pm: Set($LogToSyslog, Set($LogToScreen, Set($LogToFile, Set($LogDir, '' ); 'error' ); 'debug' ); '/opt/rt3/var/log' );

Set($LogToFileNamed, 'rt.log' );

Logging (II)!
Levels: debug, info, notice, warning, error, critical, alert, emergency Use: $RT::Logger->warning("beware of dog");

Apache Error Log

Captures STDERR Perl Warnings/Errors

Small Test Cases

Small command line scripts are easier to debug than the Mason UI

Optimization and Tuning

Database Tuning

Bang for the Buck

RT is database-bound Making your database faster will make RT faster The Hardware Solution More RAM More RAM Faster and more CPUs Faster Disk

MySQL
my.cnf key_buffer=256M table_cache=256 sort_buffer=2M record_buffer=2M thread_cache=8 thread_concurrency=4 Higher is better to a point MySQL 5.1 isnt ready

MySQL Query Cache

Cache results at the database level query_cache_size=32M query_cache_type=1

Postgres
Tell it to use more RAM VACUUM ANALYZE Improves query analyzer Query Analyzer highly configurable Newer versions are better Use 8.1.3 or newer

Query Tuning
Postgres and MySQL have very different query optimizers One sub-optimal query can take a disproportionate amount of time Use query logging to identify bottlenecks

MySQL: Logging
to enable Query Logging my.cnf: log safe_mysqld: --log output: `hostname`.log to enable Slow Query Log my.cnf: log-slow-queries my.cnf: long_query_time seconds (default: 10)! safe_mysqld: --log-slow-queries output: `hostname`-slow.log

MySQL: Explain
How a SELECT is processed mysql> explain SELECT * FROM Scrips WHERE id = '13'; +--------+-------+---------------+---------+---------+-------+------+-------+ | table | type | possible_keys | key | key_len | ref | rows | Extra | +--------+-------+---------------+---------+---------+-------+------+-------+ | Scrips | const | PRIMARY | PRIMARY | 4 | const | 1 | | +--------+-------+---------------+---------+---------+-------+------+-------+ 1 row in set (0.09 sec)! Good: where, index Bad: temporary, filesort MySQL Documentation, Chapter 5

Postgres: Logging
Postgresql.conf log_statement = true log_duration = true log_timestamp = true

Postgres: Explain
Postgres' explain works like MySQL's. Different results

Oracle
Take your DBA out to lunch ..often

Adding New Indexes

If filesort, temporary, or table scan An index might help Single Column Index Multiple Column Index Different Databases Per-site differences The wrong indexes can hurt

Perl DBI Logging

DBI_TRACE environment variable Before starting apache, export DBI_TRACE=1=file.log Values 0 - Trace disabled. 1 - Trace DBI method calls returning with results or errors. 2 - Trace method entry with parameters and returning with results. 3+ - Even more details perldoc DBI

Thanks!

Contributing
[email protected] If you find bugs, everyone wins if you report them [email protected] Lots of other folks use and hack on RT. Join the mailing list to share tips and tricks.

Recommended Reading
RT Essentials Embedding Perl in HTML with Mason perldoc RT::StyleGuide perldoc RT::Ticket perldoc RT::Ticket_Overlay