RT 3.8.17 Documentation

RT Config

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NAME

RT::Config

use RT::Config;

WARNING

NEVER EDIT RT_Config.pm.

Instead, copy any sections you want to change to RT_SiteConfig.pm and edit them there.

Base Configuration

$rtname

$rtname is the string that RT will look for in mail messages to figure out what ticket a new piece of mail belongs to.

Your domain name is recommended, so as not to pollute the namespace. once you start using a given tag, you should probably never change it. (otherwise, mail for existing tickets won't get put in the right place)

$EmailSubjectTagRegex

This regexp controls what subject tags RT recognizes as its own. If you're not dealing with historical $rtname values, you'll likely never have to enable this feature.

Be VERY CAREFUL with it. Note that it overrides $rtname for subject token matching and that you should use only "non-capturing" parenthesis grouping. For example:

Set($EmailSubjectTagRegex, qr/(?:example.com|example.org)/i );

and NOT

Set($EmailSubjectTagRegex, qr/(example.com|example.org)/i );

This setting would make RT behave exactly as it does without the setting enabled.

$Organization

You should set this to your organization's DNS domain. For example, fsck.com or asylum.arkham.ma.us. It's used by the linking interface to guarantee that ticket URIs are unique and easy to construct.

$MinimumPasswordLength

$MinimumPasswordLength defines the minimum length for user passwords. Setting it to 0 disables this check.

$Timezone

$Timezone is used to convert times entered by users into GMT and back again It should be set to a timezone recognized by your local unix box.

Database Configuration

$DatabaseType

Database driver being used; case matters.

Valid types are "mysql", "Oracle" and "Pg"

$DatabaseHost, $DatabaseRTHost

The domain name of your database server.

If you're running mysql and it's on localhost, leave it blank for enhanced performance

$DatabasePort

The port that your database server is running on. Ignored unless it's a positive integer. It's usually safe to leave this blank

$DatabaseUser

The name of the database user (inside the database)

$DatabasePassword

Password the $DatabaseUser should use to access the database

$DatabaseName

The name of the RT's database on your database server. For Oracle it's SID, DB objects are created in $DatabaseUser's schema.

$DatabaseRequireSSL

If you're using Postgres and have compiled in SSL support, set $DatabaseRequireSSL to 1 to turn on SSL communication

$UseSQLForACLChecks

In RT for ages ACL are checked after search what in some situtations result in empty search pages and wrong count of tickets.

Set $UseSQLForACLChecks to 1 to use SQL and get rid of these problems.

However, this option is beta. In some cases it result in performance improvements, but some setups can not handle it.

$TicketsItemMapSize

In RT at display page of a ticket and there is the current search, then links for first, next, previous and last ticket are shown in the menu.

To build full map RT has to fetch full result set out of DB what can eat lots of resourses. Using this option it's possible to limit number of tickets fetched.

Set $TicketsItemMapSize to number of tickets you want RT to look at to build the map. If full result set is bigger than that number then there would be no 'last' link in the menu.

Set this to zero to return back to old behaviour.

Incoming Mail Gateway Configuration

$OwnerEmail

$OwnerEmail is the address of a human who manages RT. RT will send errors generated by the mail gateway to this address. This address should _not_ be an address that's managed by your RT instance.

$LoopsToRTOwner

If $LoopsToRTOwner is defined, RT will send mail that it believes might be a loop to $OwnerEmail

$StoreLoops

If $StoreLoops is defined, RT will record messages that it believes to be part of mail loops.

As it does this, it will try to be careful not to send mail to the sender of these messages

$MaxAttachmentSize

$MaxAttachmentSize sets the maximum size (in bytes) of attachments stored in the database.

For mysql and oracle, we set this size at 10 megabytes. If you're running a postgres version earlier than 7.1, you will need to drop this to 8192. (8k)

$TruncateLongAttachments

$TruncateLongAttachments: if this is set to a non-undef value, RT will truncate attachments longer than $MaxAttachmentSize.

$DropLongAttachments

$DropLongAttachments: if this is set to a non-undef value, RT will silently drop attachments longer than MaxAttachmentSize.

$ParseNewMessageForTicketCcs

If $ParseNewMessageForTicketCcs is true, RT will attempt to divine Ticket 'Cc' watchers from the To and Cc lines of incoming messages Be forewarned that if you have _any_ addresses which forward mail to RT automatically and you enable this option without modifying $RTAddressRegexp below, you will get yourself into a heap of trouble.

$RTAddressRegexp

$RTAddressRegexp is used to make sure RT doesn't add itself as a ticket CC if the setting above is enabled. It is important that you set this to a regular expression that matches all addresses used by your RT. This lets RT avoid sending mail to itself. It will also hide RT addresses from the list of "One-time Cc" and Bcc lists on ticket reply.

If you have a number of addresses configured in your RT database already, you can generate a naive first pass regexp by using

    perl etc/upgrade/generate-rtaddressregexp

$CanonicalizeEmailAddressMatch, $CanonicalizeEmailAddressReplace

RT provides functionality which allows the system to rewrite incoming email addresses. In its simplest form, you can substitute the value in $<CanonicalizeEmailAddressReplace> for the value in $<CanonicalizeEmailAddressMatch> (These values are passed to the $<CanonicalizeEmailAddress> subroutine in RT/User.pm)

By default, that routine performs a s/$Match/$Replace/gi on any address passed to it.

$CanonicalizeEmailAddressMatch

Set this to true and the create new user page will use the values that you enter in the form but use the function CanonicalizeUserInfo in RT/User_Local.pm

$ValidateUserEmailAddresses

If $ValidateUserEmailAddresses is true, RT will refuse to create users with an invalid email address (as specified in RFC 2822) or with an email address made of multiple email adresses.

@MailPlugins

@MailPlugins is a list of auth plugins for RT::Interface::Email to use; see rt-mailgate

$UnsafeEmailCommands

$UnsafeEmailCommands, if set to true, enables 'take' and 'resolve' as possible actions via the mail gateway. As its name implies, this is very unsafe, as it allows email with a forged sender to possibly resolve arbitrary tickets!

$ExtractSubjectTagMatch, $ExtractSubjectTagNoMatch

The default "extract remote tracking tags" scrip settings; these detect when your RT is talking to another RT, and adjusts the subject accordingly.

Outgoing Mail Configuration

$MailCommand

$MailCommand defines which method RT will use to try to send mail. We know that 'sendmailpipe' works fairly well. If 'sendmailpipe' doesn't work well for you, try 'sendmail'. Other options are 'smtp' or 'qmail'.

Note that you should remove the '-t' from $SendmailArguments if you use 'sendmail' rather than 'sendmailpipe'

For testing purposes, or to simply disable sending mail out into the world, you can set $MailCommand to 'testfile' which writes all mail to a temporary file. RT will log the location of the temporary file so you can extract mail from it afterwards.

$SetOutgoingMailFrom

$SetOutgoingMailFrom tells RT to set the sender envelope with the correspond mail address of the ticket's queue.

Warning: If you use this setting, bounced mails will appear to be incoming mail to the system, thus creating new tickets.

$OverrideOutgoingMailFrom

$OverrideOutgoingMailFrom is used for overwriting the Correspond address of the queue as it is handed to sendmail -f. This helps force the From_ header away from www-data or other email addresses that show up in the "Sent by" line in Outlook.

The option is a hash reference of queue name to email address.

If there is no ticket involved, then the value of the Default key will be used.

$DefaultMailPrecedence

$DefaultMailPrecedence is used to control the default Precedence level of outgoing mail where none is specified. By default it is bulk, but if you only send mail to your staff, you may wish to change it.

Note that you can set the precedence of individual templates by including an explicit Precedence header.

If you set this value to undef then we do not set a default Precedence header to outgoing mail. However, if there already is a Precedence header it will be preserved.

$DefaultErrorMailPrecedence

$DefaultErrorMailPrecedence is used to control the default Precedence level of outgoing mail that indicates some kind of error condition. By default it is bulk, but if you only send mail to your staff, you may wish to change it.

If you set this value to undef then we do not add a Precedence header to error mail.

$UseOriginatorHeader: $UseOriginatorHeader is used to control the insertion of an RT-Originator Header in every outgoing mail, containing the mail address of the transaction creator.

Sendmail Configuration

These options only take effect if $MailCommand is 'sendmail' or 'sendmailpipe'

$SendmailArguments

$SendmailArguments defines what flags to pass to $SendmailPath If you picked 'sendmailpipe', you MUST add a -t flag to $SendmailArguments These options are good for most sendmail wrappers and workalikes

These arguments are good for sendmail brand sendmail 8 and newer Set($SendmailArguments,"-oi -t -ODeliveryMode=b -OErrorMode=m");

$SendmailBounceArguments

$SendmailBounceArguments defines what flags to pass to $Sendmail assuming RT needs to send an error (ie. bounce).

$SendmailPath

If you selected 'sendmailpipe' above, you MUST specify the path to your sendmail binary in $SendmailPath.

SMTP Configuration

These options only take effect if $MailCommand is 'smtp'

$SMTPServer: $SMTPServer should be set to the hostname of the SMTP server to use
$SMTPFrom: $SMTPFrom should be set to the 'From' address to use, if not the email's 'From'
$SMTPDebug: $SMTPDebug should be set to true to debug SMTP mail sending

Other Mailer Configuration

@MailParams

@MailParams defines a list of options passed to $MailCommand if it is not 'sendmailpipe', 'sendmail', or 'smtp'

$CorrespondAddress, $CommentAddress

RT is designed such that any mail which already has a ticket-id associated with it will get to the right place automatically.

$CorrespondAddress and $CommentAddress are the default addresses that will be listed in From: and Reply-To: headers of correspondence and comment mail tracked by RT, unless overridden by a queue-specific address.

$DashboardAddress

The email address from which RT will send dashboards. If none is set, then $OwnerEmail will be used.

$UseFriendlyFromLine

By default, RT sets the outgoing mail's "From:" header to "SenderName via RT". Setting $UseFriendlyFromLine to 0 disables it.

$FriendlyFromLineFormat

sprintf() format of the friendly 'From:' header; its arguments are SenderName and SenderEmailAddress.

$UseFriendlyToLine

RT can optionally set a "Friendly" 'To:' header when sending messages to Ccs or AdminCcs (rather than having a blank 'To:' header.

This feature DOES NOT WORK WITH SENDMAIL[tm] BRAND SENDMAIL If you are using sendmail, rather than postfix, qmail, exim or some other MTA, you _must_ disable this option.

$FriendlyToLineFormat

sprintf() format of the friendly 'To:' header; its arguments are WatcherType and TicketId.

$NotifyActor

By default, RT doesn't notify the person who performs an update, as they already know what they've done. If you'd like to change this behaviour, Set $NotifyActor to 1

$RecordOutgoingEmail

By default, RT records each message it sends out to its own internal database. To change this behavior, set $RecordOutgoingEmail to 0

$VERPPrefix, $VERPPrefix

VERP support (http://cr.yp.to/proto/verp.txt)

uncomment the following two directives to generate envelope senders of the form ${VERPPrefix}${originaladdress}@${VERPDomain} (i.e. rt-jesse=fsck.com@rt.example.com ).

This currently only works with sendmail and sendmailppie.

$ForwardFromUser

By default, RT forwards a message using queue's address and adds RT's tag into subject of the outgoing message, so recipients' replies go into RT as correspondents.

To change this behavior, set $ForwardFromUser to true value and RT will use address of the current user and leave subject without RT's tag.

$ShowBccHeader

By default RT hides from the web UI information about blind copies user sent on reply or comment.

To change this set the following option to true value.

$DashboardSubject

Lets you set the subject of dashboards. Arguments are the frequency (Daily, Weekly, Monthly) of the dashboard and the dashboard's name. [_1] for the name of the dashboard.

GnuPG Configuration

A full description of the (somewhat extensive) GnuPG integration can be found by running the command `perldoc RT::Crypt::GnuPG` (or `perldoc lib/RT/Crypt/GnuPG.pm` from your RT install directory).

%GnuPG

Set OutgoingMessagesFormat to 'inline' to use inline encryption and signatures instead of 'RFC' (GPG/MIME: RFC3156 and RFC1847) format.

If you want to allow people to encrypt attachments inside the DB then set AllowEncryptDataInDB to true

Set RejectOnMissingPrivateKey to false if you don't want to reject emails encrypted for key RT doesn't have and can not decrypt.

Set RejectOnBadData to false if you don't want to reject letters with incorrect GnuPG data.

%GnuPGOptions

Options of GnuPG program.

If you override this in your RT_SiteConfig, you should be sure to include a homedir setting.

NOTE that options with '-' character MUST be quoted.

Logging Configuration

The default is to log anything except debugging information to syslog. Check the Log::Dispatch POD for information about how to get things by syslog, mail or anything else, get debugging info in the log, etc.

It might generally make sense to send error and higher by email to some administrator. If you do this, be careful that this email isn't sent to this RT instance. Mail loops will generate a critical log message.

$LogToSyslog, $LogToScreen

The minimum level error that will be logged to the specific device. From lowest to highest priority, the levels are: debug info notice warning error critical alert emergency

$LogToFile, $LogDir, $LogToFileNamed

Logging to a standalone file is also possible, but note that the file should needs to both exist and be writable by all direct users of the RT API. This generally include the web server, whoever rt-crontool runs as. Note that as rt-mailgate and the RT CLI go through the webserver, so their users do not need to have write permissions to this file. If you expect to have multiple users of the direct API, Best Practical recommends using syslog instead of direct file logging.

$LogStackTraces

If set to a log level then logging will include stack traces for messages with level equal to or greater than specified.

NOTICE: Stack traces include parameters supplied to functions or methods. It is possible for stack trace logging to reveal sensitive information such as passwords or ticket content in your logs.

@LogToSyslogConf

On Solaris or UnixWare, set to ( socket => 'inet' ). Options here override any other options RT passes to Log::Dispatch::Syslog. Other interesting flags include facility and logopt. (See the Log::Dispatch::Syslog documentation for more information.) (Maybe ident too, if you have multiple RT installations.)

$StatementLog,

RT has rudimentary SQL statement logging support if you have DBIx-SearchBuilder 1.31_1 or higher; simply set $StatementLog to be the level that you wish SQL statements to be logged at.

Web Interface Configuration

$WebDefaultStylesheet

This determines the default stylesheet the RT web interface will use. RT ships with several themes by default:

  web2            The totally new, default layout for RT 3.8
  3.5-default     RT 3.5 and 3.6 original layout
  3.4-compat      A 3.4 compatibility stylesheet to make RT look
                  (mostly) like 3.4

This value actually specifies a directory in share/html/NoAuth/css/ from which RT will try to load the file main.css (which should @import any other files the stylesheet needs). This allows you to easily and cleanly create your own stylesheets to apply to RT. This option can be overridden by users in their preferences.

$UsernameFormat

This determines how user info is displayed. 'concise' will show one of either NickName, RealName, Name or EmailAddress, depending on what exists and whether the user is privileged or not. 'verbose' will show RealName and EmailAddress.

$WebDomain

Domain name of the RT server, eg 'www.example.com'. It should not contain anything else, but server name.

$WebPort

If we're running as a superuser, run on port 80 Otherwise, pick a high port for this user.

443 is default port for https protocol.

$WebPath

If you're putting the web ui somewhere other than at the root of your server, you should set $WebPath to the path you'll be serving RT at.

$WebPath requires a leading / but no trailing /, or it can be blank.

In most cases, you should leave $WebPath set to '' (an empty value).

$WebBaseURL, $WebURL

Usually you don't want to set these options. The only obviouse reason is RT accessible via https protocol on non standard port, eg 'https://rt.example.com:9999'. In all other cases these options are computed using $WebDomain, $WebPort and $WebPath.

$WebBaseURL is the scheme, server and port (eg 'http://rt.example.com') for constructing urls to the web UI. $WebBaseURL doesn't need a trailing /.

$WebURL is the $WebBaseURL, $WebPath and trailing /, for example: 'http://www.example.com/rt/'.

$WebImagesURL

$WebImagesURL points to the base URL where RT can find its images. Define the directory name to be used for images in rt web documents.

$LogoURL

$LogoURL points to the URL of the RT logo displayed in the web UI

$LogoLinkURL

$LogoLinkURL is the URL that the RT logo hyperlinks to.

$LogoAltText

$LogoAltText is a string of text for the alt-text of the logo. It will be passed through loc for localization.

$LogoImageHeight

$LogoImageHeight is the value of the height attribute of the logo img tag.

$LogoImageWidth

$LogoImageWidth is the value of the width attribute of the logo img tag.

$WebNoAuthRegex

What portion of RT's URL space should not require authentication.

This is mostly for extension and doesn't mean RT will work without login if you change it.

$SelfServiceRegex

What portion of RT's URLspace should be accessible to Unprivileged users This does not override the redirect from /Ticket/Display.html to /SelfService/Display.html when Unprivileged users attempt to access ticked displays

$MessageBoxWidth, $MessageBoxHeight

For message boxes, set the entry box width, height and what type of wrapping to use. These options can be overridden by users in their preferences.

Default width: 72, height: 15

These settings only apply to the non-RichText message box. See below for Rich Text settings.

$MessageBoxWrap

Default wrapping: "HARD" (choices "SOFT", "HARD")

Wrapping is disabled when using MessageBoxRichText because of a bad interaction between IE and wrapping with the Rich Text Editor.

$MessageBoxRichText

Should "rich text" editing be enabled? This option lets your users send html email messages from the web interface.

$MessageBoxRichTextHeight

Height of RichText javascript enabled editing boxes (in pixels)

$MessageBoxIncludeSignature

Should your user's signatures (from their Preferences page) be included in Comments and Replies

$MessageBoxIncludeSignatureOnComment

Should your user's signatures (from their Preferences page) be included in Comments. Setting this to false overrides $MessageBoxIncludeSignature.

$WikiImplicitLinks

Support implicit links in WikiText custom fields? A true value causes InterCapped or ALLCAPS words in WikiText fields to automatically become links to searches for those words. If used on RTFM articles, it links to the RTFM article with that name.

$TrustHTMLAttachments

if TrustHTMLAttachments is not defined, we will display them as text. This prevents malicious HTML and javascript from being sent in a request (although there is probably more to it than that)

$AlwaysDownloadAttachments

Always download attachments, regardless of content type. If set, this overrides TrustHTMLAttachments.

$AttachmentUnits

Controls the units (kilobytes or bytes) that attachment sizes use for display. The default is to display kilobytes if the attachment is larger than 1024 bytes, bytes otherwise. If you set $AttachmentUnits to 'k' then attachment sizes will always be displayed in kilobytes. If set to 'b', then sizes will be bytes.

$EditCustomFieldsSingleColumn

When displaying a list of Ticket Custom Fields for editing, RT defaults to a 2 column list. If you set this to 1, it will instead display the Custom Fields in a single column.

$RedistributeAutoGeneratedMessages

Should RT redistribute correspondence that it identifies as machine generated? A true value will do so; setting this to '0' will cause no such messages to be redistributed. You can also use 'privileged' (the default), which will redistribute only to privileged users. This helps to protect against malformed bounces and loops caused by autocreated requestors with bogus addresses.

$PreferRichText

If $PreferRichText is set to a true value, RT will show HTML/Rich text messages in preference to their plaintext alternatives. RT "scrubs" the html to show only a minimal subset of HTML to avoid possible contamination by cross-site-scripting attacks.

$WebExternalAuth

If $WebExternalAuth is defined, RT will defer to the environment's REMOTE_USER variable.

$WebExternalAuthContinuous

If $WebExternalAuthContinuous is defined, RT will check for the REMOTE_USER on each access. If you would prefer this to only happen once (at initial login) set this to a false value. The default setting will help ensure that if your external auth system deauthenticates a user, RT notices as soon as possible.

$WebFallbackToInternalAuth

If $WebFallbackToInternalAuth is defined, the user is allowed a chance of fallback to the login screen, even if REMOTE_USER failed.

$WebExternalGecos

$WebExternalGecos means to match 'gecos' field as the user identity); useful with mod_auth_pwcheck and IIS Integrated Windows logon.

$WebExternalAuto

$WebExternalAuto will create users under the same name as REMOTE_USER upon login, if it's missing in the Users table.

$AutoCreate

If $WebExternalAuto is true, $AutoCreate will be passed to User's Create method. Use it to set defaults, such as creating Unprivileged users with { Privileged = 0 }> ( Must be a hashref of arguments )

$WebSessionClass

$WebSessionClass is the class you wish to use for managing Sessions. It defaults to use your SQL database, but if you are using MySQL 3.x and plans to use non-ascii Queue names, uncomment and add this line to RT_SiteConfig.pm will prevent session corruption.

$AutoLogoff

By default, RT's user sessions persist until a user closes his or her browser. With the $AutoLogoff option you can setup session lifetime in minutes. A user will be logged out if he or she doesn't send any requests to RT for the defined time.

$LogoutRefresh

The number of seconds to wait after logout before sending the user to the login page. By default, 1 second, though you may want to increase this if you display additional information on the logout page.

$WebSecureCookies

By default, RT's session cookie isn't marked as "secure" Some web browsers will treat secure cookies more carefully than non-secure ones, being careful not to write them to disk, only send them over an SSL secured connection and so on. To enable this behaviour, set $WebSecureCookies to a true value. NOTE: You probably don't want to turn this on _unless_ users are only connecting via SSL encrypted HTTP connections.

$WebHttpOnlyCookies

Default RT's session cookie to not being directly accessible to javascript. The content is still sent during regular and AJAX requests, and other cookies are unaffected, but the session-id is less programmatically accessible to javascript. Turning this off should only be necessary in situations with odd client-side authentication requirements.

$RestrictReferrer

If set to a false value, the HTTP Referer (sic) header will not be checked to ensure that requests come from RT's own domain. As RT allows for GET requests to alter state, disabling this opens RT up to cross-site request forgery (CSRF) attacks.

$RestrictLoginReferrer

If set to a false value, RT will allow the user to log in from any link or request, merely by passing in user and pass parameters; setting it to a true value forces all logins to come from the login box, so the user is aware that they are being logged in. The default is off, for backwards compatability.

$WebFlushDbCacheEveryRequest

By default, RT clears its database cache after every page view. This ensures that you've always got the most current information when working in a multi-process (mod_perl or FastCGI) Environment Setting $WebFlushDbCacheEveryRequest to '0' will turn this off, which will speed RT up a bit, at the expense of a tiny bit of data accuracy.

$MaxInlineBody

$MaxInlineBody is the maximum attachment size that we want to see inline when viewing a transaction. RT will inline any text if value is undefined or 0. This option can be overridden by users in their preferences.

$DefaultSummaryRows

$DefaultSummaryRows is default number of rows displayed in for search results on the frontpage.

$HomePageRefreshInterval

$HomePageRefreshInterval is default number of seconds to refresh the RT home page. Choose from [0, 120, 300, 600, 1200, 3600, 7200].

$SearchResultsRefreshInterval

$SearchResultsRefreshInterval is default number of seconds to refresh search results in RT. Choose from [0, 120, 300, 600, 1200, 3600, 7200].

$ResolveDefaultUpdateType

Set the default Update Type when clicking the Resolve link in the Ticket links tab.

  Comment            Comments (Not sent to requestors)
  Respond            Reply to requestors

$SuppressAutoOpenOnUpdate

When users click Comment or Reply on a new ticket in the web UI, the default status for the ticket gets set to 'open' if the status is currently 'new'. Setting this option to 1 will suppress that behavior and leave the default status as 'new'. This option can be overridden by users in their preferences.

$OldestTransactionsFirst

By default, RT shows newest transactions at the bottom of the ticket history page, if you want see them at the top set this to '0'. This option can be overridden by users in their preferences.

$ShowTransactionImages

By default, RT shows images attached to incoming (and outgoing) ticket updates inline. Set this variable to 0 if you'd like to disable that behaviour

$PlainTextPre

Normally plaintext attachments are displayed as HTML with line breaks preserved. This causes space- and tab-based formatting not to be displayed correctly. By setting $PlainTextPre they'll be displayed using <pre> instead so such formatting works, but they'll use a monospaced font, no matter what the value of $PlainTextMono is.

$PlainTextMono To display plaintext attachments, Set $PlainTextMono to 1 to use monospaced font and preserve formatting, but unlike PlainTextPre, the text will wrap to fit into the UI.

$ShowUnreadMessageNotifications

By default, RT will prompt users when there are new, unread messages on tickets they are viewing.

Set $ShowUnreadMessageNotifications to a false value to disable this feature.

$HomepageComponents

$HomepageComponents is an arrayref of allowed components on a user's customized homepage ("RT at a glance").

@MasonParameters

@MasonParameters is the list of parameters for the constructor of HTML::Mason's Apache or CGI Handler. This is normally only useful for debugging, eg. profiling individual components with:

    use MasonX::Profiler; # available on CPAN
    Set(@MasonParameters, (preamble => 'my $p = MasonX::Profiler->new($m, $r);'));

$DefaultSearchResultFormat

$DefaultSearchResultFormat is the default format for RT search results

$DefaultSelfServiceSearchResultFormat

$DefaultSelfServiceSearchResultFormat is the default format of searches displayed in the SelfService interface.

%AdminSearchResultFormat

In admin interface format strings similar to tickets search result formats are used. Use %AdminSearchResultFormat to define format strings per RT class.

$SuppressInlineTextFiles

If $SuppressInlineTextFiles is set to a true value, then uploaded text files (text-type attachments with file names) are prevented from being displayed in-line when viewing a ticket's history.

$DontSearchFileAttachments

If $DontSearchFileAttachments is set to a true value, then uploaded files (attachments with file names) are not searched during full-content ticket searches.

%ChartFont

The GD module (which RT uses for graphs) ships with a builtin font that doesn't have full Unicode support. You can use a given TrueType font for a specific language by setting %ChartFont to (language => the absolute path of a font) pairs. Your GD library must have support for TrueType fonts to use this option. If there is no entry for a language in the hash then font with 'others' key is used.

RT comes with two TrueType fonts covering most available languages.

$ChartsTimezonesInDB

RT stores dates using the UTC timezone in the DB, so charts grouped by dates and time are not representative. Set $ChartsTimezonesInDB to a true value to enable timezone conversions using your DB's capabilities. You may need to do some work on the DB side to use this feature, read more in docs/timezones_in_charts.pod.

At this time, this feature only applies to MySQL and PostgreSQL.

@Active_MakeClicky

MakeClicky detects various formats of data in headers and email messages, and extends them with supporting links. By default, RT provides two formats:

* 'httpurl': detects http:// and https:// URLs and adds '[Open URL]' link after the URL.

* 'httpurl_overwrite': also detects URLs as 'httpurl' format, but replace URL with link and *adds spaces* into text if it's longer then 30 chars. This allow browser to wrap long URLs and avoid horizontal scrolling.

See share/html/Elements/MakeClicky for documentation on how to add your own.

$DefaultQueue

Use this to select the default queue name that will be used for creating new tickets. You may use either the queue's name or its ID. This only affects the queue selection boxes on the web interface.

$DefaultTimeUnitsToHours

Use this to set the default units for time entry to hours instead of minutes.

Net::Server (rt-server) Configuration

$StandaloneMinServers, $StandaloneMaxServers

The absolute minimum and maximum number of servers that will be created to handle requests. Having multiple servers means that serving a slow page will affect other users less.

$StandaloneMinSpareServers, $StandaloneMaxSpareServers

These next two options can be used to scale up and down the number of servers to adjust to load. These two options will respect the $StandaloneMinServers and $StandaloneMaxServers options.

$StandaloneMaxRequests

This sets the absolute maximum number of requests a single server will serve. Setting this would be useful if, for example, memory usage slowly crawls up every hit.

%NetServerOptions

%NetServerOptions is a hash of additional options to use for "DEFAULT ARGUMENTS" in Net::Server. For example, you could set reverse_lookups to get the hostnames for all users with:

Set(%NetServerOptions, (reverse_lookups = 1));>

UTF-8 Configuration

@LexiconLanguages: An array that contains languages supported by RT's internationalization interface. Defaults to all *.po lexicons; setting it to qw(en ja) will make RT bilingual instead of multilingual, but will save some memory.
@EmailInputEncodings: An array that contains default encodings used to guess which charset an attachment uses if not specified. Must be recognized by Encode::Guess.
$EmailOutputEncoding: The charset for localized email. Must be recognized by Encode.

Date Handling Configuration

$DateTimeFormat

You can choose date and time format. See "Output formatters" section in perldoc lib/RT/Date.pm for more options. This option can be overridden by users in their preferences. Some examples:

Set($DateTimeFormat, 'LocalizedDateTime'); Set($DateTimeFormat, { Format = 'ISO', Seconds => 0 });> Set($DateTimeFormat, 'RFC2822'); Set($DateTimeFormat, { Format = 'RFC2822', Seconds => 0, DayOfWeek => 0 });>

$DateDayBeforeMonth

Set this to 1 if your local date convention looks like "dd/mm/yy" instead of "mm/dd/yy". Used only for parsing, not for displaying dates.

$AmbiguousDayInPast, $AmbiguousDayInFuture

Should an unspecified day or year in a date refer to a future or a past value? For example, should a date of "Tuesday" default to mean the date for next Tuesday or last Tuesday? Should the date "March 1" default to the date for next March or last March?

Set $<AmbiguousDayInPast> for the last date, or $<$AmbiguousDayInFuture> for the next date.

The default is usually good.

Approval Configuration

Configuration for the approval system

$ApprovalRejectionNotes

Should rejection notes be sent to the requestors? The default is true.

@ReferrerWhitelist

This is a list of hostname:port combinations that RT will treat as being part of RT's domain. This is particularly useful if you access RT as multiple hostnames or have an external auth system that needs to redirect back to RT once authentication is complete.

 Set(@ReferrerWhitelist, qw(www.example.com:443  www3.example.com:80));

If the "RT has detected a possible cross-site request forgery" error is triggered by a host:port sent by your browser that you believe should be valid, you can copy the host:port from the error message into this list.

Miscellaneous Configuration

@ActiveStatus, @InactiveStatus

You can define new statuses and even reorder existing statuses here. WARNING. DO NOT DELETE ANY OF THE DEFAULT STATUSES. If you do, RT will break horribly. The statuses you add must be no longer than 10 characters.

$LinkTransactionsRun1Scrip

RT-3.4 backward compatibility setting. Add/Delete Link used to record one transaction and run one scrip. Set this value to 1 if you want only one of the link transactions to have scrips run.

$StrictLinkACL

When this feature is enabled a user needs ModifyTicket rights on both tickets to link them together, otherwise he can have rights on either of them.

$PreviewScripMessages

Set $PreviewScripMessages to 1 if the scrips preview on the ticket reply page should include the content of the messages to be sent.

$UseTransactionBatch

Set $UseTransactionBatch to 1 to execute transactions in batches, such that a resolve and comment (for example) would happen simultaneously, instead of as two transactions, unaware of each others' existence.

@CustomFieldValuesSources

Set @CustomFieldValuesSources to a list of class names which extend RT::CustomFieldValues::External. This can be used to pull lists of custom field values from external sources at runtime.

$CanonicalizeRedirectURLs

Set $CanonicalizeRedirectURLs to 1 to use $WebURL when redirecting rather than the one we get from %ENV.

If you use RT behind a reverse proxy, you almost certainly want to enable this option.

$EnableReminders

Hide links/portlets related to Reminders by setting this to 0

@Plugins

Set @Plugins to a list of external RT plugins that should be enabled (those plugins have to be previously downloaded and installed). Example:

Set(@Plugins, (qw(Extension::QuickDelete RT::FM)));

Development Configuration

$DevelMode

RT comes with a "Development mode" setting. This setting, as a convenience for developers, turns on all sorts of development options that you most likely don't want in production:

* Turns off Mason's 'static_source' directive. By default, you can't edit RT's web ui components on the fly and have RT magically pick up your changes. (It's a big performance hit)

 * More to come

Deprecated Options

$AlwaysUseBase64: Encode blobs as base64 in DB (?)
$TicketBaseURI: Base URI to tickets in this system; used when loading (?)
$UseCodeTickets: This option is exists for backwards compatibility. Don't use it.

POD ERRORS

Hey! The above document had some coding errors, which are explained below:

Around line 420:: '=item' outside of any '=over'
Around line 440:: '=item' outside of any '=over'
Around line 456:: '=item' outside of any '=over'

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