INSTALL

Last updated May 23, 1996



ARCHITECTURES SUPPORTED:



This has been tested with Perl 4.1X, Perl 5, SunOS 4.1.X, AIX 3.2.4, Linux 1.2 and Ultrix 5.X. Sendmail testing has only occurred with Sendmail (In several assorted flavors). None of the assorted replacements for Sendmail have been tested with, nor are they likely too.

There have been problems with newer versions of Sendmail (Real Sendmail, as opposed to what Sun, DEC, and IBM ship). These problems relate mainly to the ability of Sendmail to write a file in the /var/spool/mail directory. (As opposed to writing a users mailbox in that directory.) Please let me know if you have an idea on how to cleanly get around this.

The current workaround is to create a new bogus user (ie, bsysadmin) with the same name, UID, etc as the main account as the owner of the tracking system. Then you need to edit tts.inc to read that file instead of the "sysadmin" mail file.

Please let me know if you needed to make changes to have this run on your flavor of Unix. Please let me know if you get this to run without changes on your flavor of Unix so that I can add it to the list of usable architectures.

CONFIGURATION FILE EDITING



Create a user and an admin group for TTS. The default is user sysadmin and group sysadmin. All people who can edit or otherwise modify trouble tickets should be in this group.

If you had to create a bogus user for Sendmail, then that user should be in that group also. The account that your http server runs as should also be in that group. The account that Sendmail runs as should also be in that group. (Typically daemon, root, or bin. Some experimentation after installing the software will be needed.)

Run config.perl as a regular user (not root). This program asks you for information about how and where you want to install TTS. It then edits each of the source files in the distribution (*.raw) to localize them to your system. Whenever you edit one of those files, you should re-run this program.

When config.perl is done, it will create a file config.done which is a list of all your choices. The next time you run config.perl, it will check for the existence of this file. If the file exists, then it will use it as input. To force an interactive mode with this file existing, run the program as config.perl -interactive. This will read in that file and use those values as the default values.

Edit the file aow_file to reflect the user the trouble tickets will be sent to. Edit the file aow_list_file to include all of the people who trouble tickets will be sent to. These people are allowed to assign the tickets to a person when they submit the ticket, provided the person is also listed in this file. This list is also consulted when the program tt is run to check that the user is authorized for the action they are attempting.

Make sure that the BINPATH, ETCPATH, and LIBPATH exist, and are readable by root, your mail delivery system, and the group in charge of trouble tickets.

SPECIAL FILES



phone_list_file is a file containing a colon delimited list of user mail addresses (as your local site creates them), phone numbers, and office locations. There are no mandatory formats for the phone numbers or office locations.

ericw@wedaa.com:ext 555:in the back corner
mercedes:ext 411:Out in Back
Bix the cat:none:Cat box
Parc the kitty:none:Under the bed


aow_file is a file containing a single line which is the account name of the Admin Of the Week (or day or whatever...) This is the email address of the person to which all incoming trouble tickets are directed.



aow_list_file is a file containing a single account name per line of all the Admins Of the Week (or day or whatever...) This is a list of ALL the admins which are allowed to work on trouble tickets (edit, close, or otherwise modify.) This list is also used by tts.mail to see if the ticket submitter is allowed to assign a trouble ticket to another user in the initial ticket submission.

WARNING!!! Care should be taken to manually disable the tts.mail code that allows admins to assign tickets if you have tickets coming in from mulitple email domains. This will avoid users accidently assigning tickets. (Please see the SECURITY section of Paper for details about email, security, and user trust.

Passwd is a file containing account_names:passwords in standard unix password format. It is used by the html administration pages for user verification before making changes to trouble tickets. If you are VERY concerned about security, you should either run a secure http server, or disable the html processing code in the tt.raw script.

INSTALLATION



Type `make newinstall` to install the software. Do this ONLY ONCE! Newinstall will destroy any existing data files in the destination directory.

If you make any changes to the programs after you have done a newinstall, you should do a 'make installprograms'.

Edit the root crontab entry on the mailhost machine per the directions in the file 'crontab.entry'. These entries are for assorted housekeeping and statistics recording.

Edit your /etc/aliases file for the tts system. You can probably just copy in the aliases file that is supplied with this distribution into your local aliases file. You may also wish to include some aliases for the common misspellings of these aliases. (Don't forget to do a yp-make, and/or run newaliases on that system.

Chown and chmod by hand the following files so that Sendmail on your system can read these files:



phone_list_file aow_file aow_list_file



Chown and chmod by hand the following files so that Sendmail on your system can read and WRITE these files:



dailycount_file log_file tt_number_file The directory that contains these files. (~sysadmin, on my system.)



If you want to use the 'mh' mail package to read tickets, then you should make a link in your mail directory to point to the "to.do" file.

TESTING YOUR INSTALLATION



You will need to run tts.test after the installation is done. This test will run tts.mail to check that the program can read and write the appropriate files. It will also send mail to the mail alias and then check that there is a mail file created in the proper place. If there is mail there, then it will attempt to run tts.inc. You will need to pay attention to the output of this program, as it does NO diagnostics.

USER NOTIFICATION



Notify your users that it has been installed, and how they should submit requests for help. Please see the file "user.intro.letter" for a sample mail message to send to users. (Please note that this letter is site specific, and some changes will be needed for it to make sense at your site.

FINGER INTERFACE



If you are going to use tts.fingerd: -Edit /etc/services to create finger2. -Edit /etc/inetd.conf on your "TTSserver". Change the entry for finger to finger2. Change port 79 (finger) to run tts.fingerd. -Tell inetd to re-read it's configuration. (`kill -HUP the_PID_of_inetd`).

HTML INTERFACE



The HTML interface to TTS requires a browser that can do forms and tables. Netscape 1.1 (Netscape is a registered trademark of Netscape Communications) or above is a suitable choice. Any web server that can handle forms and CGI files may be used.

The web server must be able to access the TTS data files. This means that the machine running the web server should have the TTS data files mounted to it, or should be the mailhost for TTS with all the data files local to that machine. Don't forget that the people editing tickets need logins to a machine where the tickets are mounted (Either a local or an NFS mount).

There are sample pages available for your use. These are tts.html and user.intro.letter.html. Feel free to use them but please remember to modify them to suit your particular site.

The tts.admin.html interface is only partially completed (as of May 1996). As this code is still in BETA release, it is your responsibility to not use the edit/close options in that web page. Please feel free to comment out or remove those lines in your copy of the web page.

KNOWN BUGS AND WISH LIST:



There are several important (but non-fatal) bugs in this release. Please see the file "docs/code.to.do" for more info.

END COMMENTS



PLEASE REMEMBER to report all bugs to ewedaa@kset.com (My current employer as of May, 1996) or to ericw@fx.com (An old employer that as of May 1996 was still being nice enough to forward my mail.)

A mailing list and a web page will be set up shortly. Send email to one of the above addresses for more information.