Sysadmin:Old:RTTicketing

Our instance of RT (Request Tracker) is located at http://rt.cs.earlham.edu/ New users need to be added to the system manually - this doesn't take authentication from the host Apache installation or host user accounts.

Customizations

Tag Clouds

• CPAN: RTx::Tags
• rt-users Mailing List Post: PgSQL Case Sensitivity
• rt-users Mailing List Post: Kay's conv with the Maintainer

The Tags field is set up as a custom field within RT. In order to add another category of tags that we can attach messages to, go to (within RT) Configuration --> Custom Fields --> Tags. Scroll to the bottom and you can add new tags (one at a time, unfortunately).

Simple Search

• RT Wiki: SimpleSearchIncludeResolved

By default, simple search includes tags with statuses of open, new, or stalled. By adding the following code to /usr/local/rt3/local/html/Callbacks/stuff/Search/Simple.html/ModifyQuery, I changed the default to search for all tickets. Searching with the keywords open or closed will search for all statuses related to those keywords.

<%init>

# By default, system uses "active" - open new stalled

# Add in everything else unless just "open" or "closed" is specified

if (!(($$query =~ s/\bopen\b/new open stalled/i) || ($$query =~ s/\bclosed\b/resolved rejected deleted/i))) {
  $$query = $$query . " new open stalled resolved";
}

</%init>

<%args>
$query => undef
</%args>