Linux System Administration Recipes A Problem-Solution Approach

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CHAPTER 12 ■ MANAGING TIME AND PEOPLE12-3. Ticketing <strong>System</strong>: Using RTAn excellent way of keeping track of bugs, requests, and problems is to use a ticketing system, whereevery issue that arises is entered as a ticket that can then be tracked. Several are available, but RequestTracker (RT) is a good option. Tickets in RT can be allocated to someone to fix, given a priority, placed ina particular queue (to separate different types of bug or request; you can set up as many queues as youlike), commented on, replied to, and finally resolved and closed. RT can also send progress updates andreminders to the initial requestor and to other people involved with the ticket. It’s open source andwritten in Perl, so there’s also plenty of scope for extending it should you want to do that. (It evenincludes some straightforward built-in options for doing your own customization.)■ Note A ticketing system is particularly useful when more than one person is involved in a project, because itprovides a centralized record of what has been done and what is still to do. However, even if you work alone, it’sstill a useful way of keeping track of issues (as discussed in the previous recipe) and also provides a backup wayof recording what was done. You can include a link to an appropriate wiki page in the resolution comment, forexample.InstallationThe Debian/Ubuntu package to install is request-tracker3.6, which comes along with a stack of Perlmodule packages:apt-get install request-tracker3.6One slight installation niggle in the Debian package is that apache is a dependency, which is anuisance if you already have apache2 installed. To use your existing apache2 install instead, use this:apt-get install libapache2-mod-perl2rm /etc/init.d/apacheThe last line will avoid having both Apache and Apache2 starting at bootup, which would be anuisance.Follow the instructions in /usr/share/doc/request-tracker3.6/NOTES.Debian.gz to complete thebasic install and set up the database back end. If you’re using Apache2, you’ll also need to edit theprovided modperl file to comment out this line:PerlFreshRestart OffYou need to either install a database (which I won’t cover here) or install the database client packageif you already have a database server on another machine. I’ll assume from here on that you’re usingMySQL on another server.234Download at WoweBook.Com
CHAPTER 12 ■ MANAGING TIME AND PEOPLEBasic ConfigurationThe individual site configuration file is in /etc/request-tracker3.6/RT_SiteConfig.pm. The RT_Config.pmfile in the same directory shows all the configuration options and their defaults. You can use this forreference, because the idea is that any setting given in RT_SiteConfig.pm overrides the setting inRT_Config.pm. This makes your site setup much clearer.Here’s a reasonable basic RT_SiteConfig.pm:Set($rtname, 'www.example.com/rt');Set($Organization, 'www.example.com');Set($OwnerEmail , 'rt-owner@example.com');Set($CorrespondAddress , 'rt-reply@example.com');Set($CommentAddress , 'rt-comment@example.com');Set($Timezone , 'Europe/London'); # obviously choose what suits youSet($LogToSyslogSet($LogToFile, 'error');, 'debug');Set($DatabaseType, 'mysql'); # e.g. Pg or mysql# These are the settings used when creating the RT database,# You MUST set these to what you chose then.Set($DatabaseUser , 'rtuser');Set($DatabasePassword , 'rtpwd');Set($DatabaseName , 'rtdb');Set($DatabaseServer, 'mysqlserver');# THE WEBSERVER:Set($WebPath , "/rt");Set($WebBaseURL , "http://www.example.com");Set($UseFriendlyFromLine , 1);Set($FriendlyFromLineFormat , "\"IT Manager via RT\" ");Set($UseTransactionBatch , 1);1;Most of this code is self-explanatory. CorrespondAddress and CommentAddress set the defaulte-mail addresses used in the From and Reply-To headers of (respectively) correspondence andcomment e-mails sent by RT. You can override these for each queue; these are just the global defaults.The FriendlyFromLine settings make RT use a nicer From header when sending out e-mails than thedefault, “SenderName via RT.”Reload Apache with /etc/init.d/apache2 force-reload, and then go to the RT web page that youhave set (http://www.example.com/rt in the previous example). You should see the RT login screen.Setting Up RTThe first time you log on, change the root user password from the default (password) via theConfiguration Users root menu (the menus are along the top). You can also change other root235Download at WoweBook.Com
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Contents■About the Author .......
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■ CONTENTS3-7. Writing a Nagios P
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■ CONTENTS■Chapter 8: Using the
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■ CONTENTSAbout the Author■Juli
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■ CONTENTSAcknowledgmentsMany tha
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■ CONTENTSIntroductionThis book i
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■ INTRODUCTIONDownloading the Cod
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C H A P T E R 1■ ■ ■Saving Yo
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CHAPTER 1 ■ SAVING YOURSELF EFFOR
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C H A P T E R 2■ ■ ■Centraliz
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CHAPTER 2 ■ CENTRALIZING YOUR NET
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C H A P T E R 3■ ■ ■Monitorin
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CHAPTER 3 ■ MONITORING AND UPDATI
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C H A P T E R 4■ ■ ■Taking Ba
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CHAPTER 4 ■ TAKING BACKUPS AND MA
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C H A P T E R 5■ ■ ■Working w
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CHAPTER 5 ■ WORKING WITH FILESYST
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C H A P T E R 6■ ■ ■Securing
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CHAPTER 6 ■ SECURING YOUR SYSTEMS
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C H A P T E R 7■ ■ ■Working w
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CHAPTER 7 ■ WORKING WITH APACHEOn
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CHAPTER 7 ■ WORKING WITH APACHEdi
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CHAPTER 7 ■ WORKING WITH APACHE4.
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CHAPTER 7 ■ WORKING WITH APACHE
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CHAPTER 7 ■ WORKING WITH APACHEAl
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CHAPTER 7 ■ WORKING WITH APACHE
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C H A P T E R 8■ ■ ■Making Be
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CHAPTER 8 ■ USING THE COMMAND LIN
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Page 225 and 226: CHAPTER 10 ■ THINGS GO IN, THINGS
Page 233 and 234: C H A P T E R 11■ ■ ■Tracking
Page 235 and 236: CHAPTER 11 ■ TRACKING DOWN BUGSTh
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Page 251 and 252: C H A P T E R 12■ ■ ■Managing
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Page 267 and 268: APPENDIX■ ■ ■Perl TipsSee rec
Page 269 and 270: APPENDIX ■ PERL TIPS• Date::Par
Page 271 and 272: APPENDIX ■ PERL TIPSPerl Syntax N
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Page 275 and 276: ■ INDEXenscript option (printing)
Page 277 and 278: ■ INDEX■NNagiosadding hosts to,
Page 279 and 280: ■ INDEXsyslogcentralized logging
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