Linux System Administration Recipes A Problem-Solution Approach

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CHAPTER 12 ■ MANAGING TIME AND PEOPLEaccount settings (for example, the e-mail address) here. Next, create yourself a user account viaConfiguration Users New User. Be careful also to select the “Give this user rights” check box, or youruser will not be able to interact with tickets or queues at all. This check box just allows you to set rightsfor a user. The actual setting of rights is done elsewhere (this is discussed in a moment). Click SaveChanges to complete the account setup.■ Note In RT, anyone using the system is a user. This covers both people who only raise tickets and thesysadmins who resolve them. Of course, someone who resolves tickets can also raise their own tickets! A ticket isRT’s way of recording a particular problem or issue. Tickets can have various things done to them: you can attachcomments, send e-mails, assign them to particular individuals to resolve, and so on.Rights are RT’s version of permissions, which limit the actions permitted to a particular user or group of users.They’re discussed further in a few moments.To add your first test ticket, you can go to the home page and use the “Quick ticket creation” box atthe bottom of the Home page.■ Note The life cycle of a ticket looks like this:1. A user creates a ticket, either via e-mail or via the web page.2. RT sends a notification e-mail to the address for the queue admin.3. The queue admin assigns the ticket to someone (possibly themself!). They can also give it a priority, move itto another queue, or even delete it immediately if it is invalid.4. The ticket can have comments added, the user can be contacted via the ticket, or various other things canhappen, all of which will be recorded by RT.5. In due course, the issue is resolved, and the ticket will be marked “resolved.”A ticket created with the “Quick ticket creation” box, however, won’t have any information otherthan the title, so it’s of limited use. For a more comprehensive ticket, there is a button at the top right ofthe screen called “New ticket in” (with a drop-down Queue box next to it). Hit this, and you will open afull ticket creation screen. Once you’ve added a ticket, return to the home page to see it listed.236Download at WoweBook.Com
CHAPTER 12 ■ MANAGING TIME AND PEOPLE■ Note You can add custom fields to a ticket if there’s information that you want to encourage people to provide(for example, the name of the machine they’re working on). Create these via Configuration Custom Fields New Custom Field. You can set various validation options or make the field mandatory. Add this field to a particularqueue via the Applies To option on the custom field configuration page or by selecting a queue from theConfiguration Queues menu and then adding the field via the Ticket Custom Fields option. To set a custom fieldto apply globally, use the Global menu. You can also add custom fields to users or groups if that’s helpful in yourenvironment.RT uses queues to organize tickets, and each ticket belongs to a queue. By default there’s just asingle default queue. To add more than one queue (for example, to enable yourself to separate softwarefrom hardware problems, or bugs as opposed to requests), go to Configuration Queues New Queue.Fill in as many of the boxes as you like, and click Save Changes. Bear in mind that once you have createda queue, you can’t delete it without editing the database directly. You can, however, disable it (bydeselecting the “Enable queue” box), which means that it won’t be visible on the site.To edit the queue configuration, select the queue in the Configuration Queues menu. This allowsyou to do things such as setting a per-queue reply and comment address, which may be useful especiallyif you’re working in a multisysadmin environment (since you might want different admins to beresponsible for different queues). You’ll definitely want to set up the AdminCc group for each queue,which defines the people who are watching the queue. You do this from the Watchers page for thequeue. The AdminCc group is a preexisting group whose membership is user-defined. This group, oncedefined, will be contacted in certain circumstances. By default, they’ll be contacted when a ticket iscreated and when any activity happens on it. You can also add any other user to watch a queue or aticket, which means that they will be e-mailed in the event of any relevant activity.■ Note The best way to do this is to first set up a group using the Configuration Groups New Group menuitem. All you need to fill in is the name and description; then click Save Changes to create the group. Then you canadd members to the group using the Configuration Groups Select Groups menu item and then the Membersmenu item (in the left menu pane) in each group’s configuration page. You’ll be given two lists, one with currentmembers and check boxes for deletion and one with all other users, from which you can select the user(s) to add.This means that you can set up a “queue watching” group with a given membership and set up each queue suchthat it’s watched by this group. Then if someone leaves the organization or gets different responsibilities, you onlyhave to move them from the group rather than editing each queue individually.237Download 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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CHAPTER 7 ■ WORKING WITH APACHEOn
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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 233 and 234: C H A P T E R 11■ ■ ■Tracking
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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
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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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