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RT Essentials by Robert Spier, Jesse Vincent, Richard Foley, Dave Rolsky, Darren Chamberlain

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Chapter 5. Administrative Tasks

Day-to-day administration of an RT instance is pretty minimal. Other than the initial installation, setup, and occasional configuration tweaks, administration generally falls under a few basic areas: creating new users, modifying existing users, and backups.

Now that you have an RT server running, it’s time to configure and customize it for your organization. Chapter 7 shows some example configurations, but for now, we’ll help you get up to speed with a basic RT configuration.

First, you’ll need to create a few users. Once that’s taken care of, you’ll create a queue for your project and grant your users rights to work with that queue.

Creating and Updating Users

Every person that interacts with RT has a corresponding user object. This object is loaded when the person accesses RT, whether through the web, email, or rt.

To create a new user, load up RT’s web interface and click on Configuration, Users, and then New user. Figure 5-1 shows the new user page. To update an existing user (for example, one that RT created automatically from an incoming email), click Configuration, Users, and then search for the user’s email address, names, or user id.

The only required attribute is Name, which RT uses as the username. If you want RT to be able to send email to your users, it’s worth filling in the Email Address and Real Name fields. If your users will be logging into RT, you also should fill in the Password field.

Privileged users have access to RT’s full ...

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