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Perl modules for installing RT under ActiveState Perl are available at http://chorny.net/perlmod/ .

How do I configure the RTmailgate? rt-mailgate.conf isnt part of the package.

Can you update the distribution to the latest version and provide the option of using an already installed mysql / perl / apache on the system? Thx.

-I second that request. a[.]kuceraatbabylondreams[.]de

-I third that request. I already have Apache, MySQL and (ActiveState) Perl installed.

02-22-2006: Site listed for download is down. Installer available at http://download.bestpractical.com/pub/rt/contrib/3.0/ 02-24-2006: But the installer can't download the packages i.e. oin-. does anyone have any ideas on this or can someone post the files somewhere?

03-07-2006: I second that i cant find anywere to get the packages!

03-15-2006: I third that request.

03-17-2006: I haven't got the files, but I've got a blank copy of RT3.0.12 and some registry patches to install it - which I've just done with my new servers. If anyone has some space to host the file, email robdaglish[at]cix.co.uk.

03-23-2006: Just happened to find a full windows installation of RT v3.4.4 and required software by SecureScout (http://www.netvigilance.com/winrt). Or download directly http://www.netvigilance.com/winrt/download/winrt_setup_3_4_5.exe will try installation tomorrow.

03-29-2006: Has anyone had any problems when creating Tickets with the SecureScout version? I have given the Everyone group permission when creating tickets but get the error to the effect that the ticket was not created due to an internal system error. I look at the winrt log file and it indicates that there was a problem with the TicketOverlay.pm module. Anyone seen this?

03-29-2006: Same problem here with the "internal error". I assume you can't create tickets as root either? I uninstalled/reinstalled and same issue.. That's it for my troubleshooting. Maybe the TicketOverlay.pm module could be replaced with one from another source to test?? *update: yeah, that didnt work for me.. Any ideas?

03-31-2006: Same problem on my end with the "internal error" as well. I tried doing a mysqldump on the old RT database and then importing into the SecureScout version with no luck. Hopefully someone with more experience can look into this. I'm stuck back on the older version of RT... EDIT: If you look at SecureScouts weblog, they mention that 3.4.4 Beta was put up prematurely. They have reproduced the problem and are working on a fix. URL: http://winrt.blogspot.com/

03-31-2006: Thanks.. So the solution is to download the previous version from http://www.netvigilance.com/winrt

04-06-2006: Somebody would have to make a guide for a source installation for Windows. Help us.

09-18-2006: Has anyone been able to get 3.4.X working?

http://p4.elixus.org/dist/rt-3.0.12.exe is the current version, featuring much better performance, memory usage, and mail gateway support.

It can be installed to a new server, and should also be a smooth upgrade from 3.0.1x.

It will download and configure MySQL, Apache, Perl and RT. It takes a while to run but will set up a base RT.

Requirements

  1. Operating Systems (Server-only? XP-Pro okay?)
    1. XP-Pro w/ SP2 works fine. Advise to make sure IIS is either removed, or the w3svc is disabled.
  2. Pre-installed software?
    1. None required. The download from Elixus will grab packages (oin-emailrelay.exe; oin-fetchmail.exe; oin-httpd.exe; oin-mysql.exe; oin-perl.exe) that install themselves appropriately as part of an automated sequence. The NetVigilance WinRT distro does the same work, but everything is included in the downloader.
  3. Other system requirements?
    1. You're setting up a web server - XP Pro nowadays requires around 512mb RAM to run decently by itself. You're now adding a MySQL database, an email server, and a web server, all onto the same box. More users = more power req'd.

Install

  1. Download Installer from http://p4.elixus.org/dist/ in the form of rt-3.x.y.exe,
  2. Remove all oin-*.exe files in the same directory as rt-3.x.y.exe.
    1. This is so that the installer can download the latest oin-*.exe files and run them.
  3. Run Installer. Configuration Parameters are:
    1. Organization Name -- Your organization
    2. Administrator's Email -- Your email
    3. SMTP Server -- Any outgoing email server you can use
    4. Reply-To -- The POP3 (or IMAP) account to receive RT's incoming mails

If you are not planning to let RT handle incoming mails, set Reply-To to the same as Admin's Email. Otherwise, please give the "Everyone" group the permission to Create Tickets, in RT's Group Admin menu.

Installation notes:

  • $RTHOME is hard-coded to this directory: 
c:\Program Files\OurInternet\Request Tracker\rt\
  • The log files are: 
c:\Program Files\OurInternet\Request Tracker\winrt\logs\rt.log
c:\Program Files\OurInternet\Request Tracker\logs\httpd-access.log
c:\Program Files\OurInternet\Request Tracker\logs\httpd-error.log
  • http://localhost:8284/cgi-bin/initdb.cgi - Should initialise the RT database (It is run by the installer)
  • http://localhost:8284/Work/ is the homepage of TabbedUI, a new GUI from OurInternet, Inc.
  • http://localhost:8284/Edit/Global/Basic/ is the global setup in TabbedUI, where you can modify RT's configurations.

OO It appears that tabbed UI is no more?

  • http://localhost:8284/ gives you the basic RT page.
  • You can manage the Apache service with: 
c:\Program Files\OurInternet\Common\httpd\bin\ApacheMonitor.exe

Questions:

  • Any idea how to get escalation working under Windows?
    • Look at http://localhost:8284/Developer/CronTool.html and trigger a GET request to it using the Windows scheduler
  • Also any idea what opensource mailgateway to use?
    • See the README.txt that comes with 3.0.10 here: 
C:\Program Files\OurInternet\Request Tracker\.
    • (Basically it bundles with a copy of "fetchmail" that can be adapted for RT.)
  • Hopefully not too dumb: just installed your Windows pack (many thanks) but using the Logout link bounces me around, and leaves me logged in as root.
    • After looking at the code that comes with this version of Release tracker, I realized that it must be intentional limited to a single user. To fix this just download the latest tarball of request tracker and put it in the rt directory in C:\Program Files\OurInternet\Request Tracker . Restart apache and log back in... Though, The session state might not follow your movements with out some more tweaking...
      • What leaves you with this impression? Have run 2 and 3 users simultaneously with no issue on a clean install.
  • A how-to for integration with Active Directory would be a HUGE plus. Have found many resources on the net (see: http://blank.org/memory/output/rt-ad-sso.html with adaptations for sspi_auth_module in Apache from http://twiki.org/cgi-bin/view/Codev/WindowsInstallModNTLM), but run into brick walls every time. A document detailing how to install RT, then set up authentication against AD (with or without the local RT DB, as long as it updates info as required) will make this the perfect helpdesk solution for AD shops.

Updating

Upgrading should be straghtforward -- just run the installer. However, a full backup of the "rt3" database is advised: 

cd C:\Program Files\OurInternet\Common\mysql\bin
mysqldump -uroot -P8285 --add-drop-table rt3 > c:\rt3.txt

Afterwards, if upgrading does not work for any reason, you may consider doing a "clean upgrade" by stopping the "Request Tracker" service from the Apache Service Monitor (or the "Services" system utility), close the Apache Services Monitor, and then\ (assuming the installer is under C:\): 

cd C:\Program Files\OurInternet\Common\mysql\bin
mysqladmin -uroot -P8285 shutdown
cd C:\Program Files
ren OurInternet OurInternet.old
start C:\rt-3.0.8.exe
cd C:\Program Files\OurInternet\Common\mysql\bin
mysql -uroot -P8285 rt3 < c:\rt3.txt

Tips for incoming mails

Don't want to use 10 Exchange licenses on mailboxes for rt? I was out of licenses. Setup a free smtp and pop3 servers on another ip and have exchange act as the outgoing mail server for rt. For incoming mail, create aliases that point to accounts on the free smtp/pop3 server and just point fetchmail to those.

Fetchmail produces this error: Fetchmail: MDA returned nonzero status 127 - You need to download and install CYGWIN, a linux like environment for Windows. Get it here: http://www.cygwin.com/ By default it installs to c:\cygwin - You need to copy the cygwin1.dll file from this directory and copy it over the cygwin1.dll file in the fetchmail directory. You also need to create a home folder for the current user. For example, I installed RT under the administrator account, so I created a c:\cygwin\home\administrator folder. I think it requires this to write logs for the existing user, without the folder it cant create the log and therefore pumps out an error. (alternatively, after you install cygwin run the cygwin.exe and it will automatically create a home folder for you under the user currently logged on)

Quickstart guide

Thie is a real-world recipe for setting RT up on Windows 2000 Server with Exchange 2000.

  • Installed SP4 on Windows 2000 Server and all critical updates.
  • Installed RT with domain specific information including the FQDN of the Exchange 2000 Server (mail.domain.com)
  • Important: Do not forget to give the "Everyone" group the permission to Create Tickets!
  • Made a copy of rt-mailgate.conf.in and renamed to rt-mailgate.conf.
  • Edited rt-mailgate.conf to look like this for IMAP(if you want to use POP3 just change imap to pop3) 
#
# Please change all upper-case words to desired values,
# and save as "rt-mailgate.conf" 
#
poll mail.domain.com proto imap:
username rt password abc123 mda "c:/progra~1/ourInternet/common/perl/bin/perl.exe c:/progra~1/ourinternet/reques~1/rt/bin/rt-mailgate.in --url http://localhost:8284/ --queue GENERAL --action correspond"
  • If you have more than one queue, just add to the conf file like this 
#
# Please change all upper-case words to desired values,
# and save as "rt-mailgate.conf" 
#
poll mail.domain.com proto imap:
username rt password abc123 mda "c:/progra~1/ourInternet/common/perl/bin/perl.exe ** c:/progra~1/ourinternet/reques~1/rt/bin/rt-mailgate.in --url http://localhost:8284/ --queue GENERAL --action ** correspond"

poll mail.domain.com proto imap:
username queue1 password abc123 mda "c:/progra~1/ourInternet/common/perl/bin/perl.exe ** c:/progra~1/ourinternet/reques~1/rt/bin/rt-mailgate.in --url http://localhost:8284/ --queue QUEUE1 --action correspond"

poll mail.domain.com proto imap:
username queue2 password abc123  mda "c:/progra~1/ourInternet/common/perl/bin/perl.exe ** c:/progra~1/ourinternet/reques~1/rt/bin/rt-mailgate.in --url http://localhost:8284/ --queue QUEUE2 --action correspond"
  • Double click the rt-mailgate shortcut in C:\Program Files\OurInternet\Common\fetchmail
  • Fetchmail does not start when Windows starts unless you put it in the Startup folder for the user that you have setup for your RT server.
  • Send some test emails to verify that your installation is working properly.

.

Note: If you have problems running Fetchmail, you probably have an old cygwin1.dll. Download the latest cygwin, install it, and replace the cygwin1.dll.