Freeside:3:Documentation:RT Installation

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These instructions document installation of the integrated internal RT ticketing system.

There is also support for running this integration against an external RT installation, but it is not (yet) documented.

Documentation contributions are welcome.


Missing prerequisites? Please add them.


  • Create a new Unix group called 'rt'
addgroup rt
  • Edit the top-level Makefile (within the freeside source directory - NOT rt directory), set RT_ENABLED to 1 and set the RT_DOMAIN, RT_TIMEZONE, and FREESIDE_URL variables.
cd freeside-X.X/
nano Makefile
  • $ make configure-rt
  • If your database is not on the local machine you will need to edit /opt/rt3/etc/ and set the DatabaseHost value
  • # make create-rt
    • Authentication errors?
      • Edit pg_hba.conf, change "ident sameuser" auth to "trust" for the line starting with "local all all" (Debian 7.x has a METHOD column that is set to peer, this needs to be set to trust)
      • Restart Pg
      • Revert the change back and restart Pg after this installation step
  • make install-rt
  • Configure Apache: make sure APACHE_CONF and FREESIDE_DOCUMENT_ROOT are set correctly in the Makefile, then run:
make install-apache
  • Restart Apache (httpd) and log into the Freeside web interface using the username and password you created during the first part of the installation.
  • Set the ticket_system configuration value to RT_Internal. (You may also wish to set ticket_system-default_queueid once you have RT configured.)

Bootstrap RT's permissions

  • Click on "Ticketing Main" on the Freeside main menu to auto-create an RT login for your username
  • From "Billing Main", go to Configuration > Employees > Employees and add a temporary "root" user. Note: the user name must be "root" (without the quotes).
  • Log into your Freeside installation as the "root" user you just created, by closing all of your browser windows, or by using https://root@yourmachone/freeside/ syntax if your browser supports it.
  • Click on "Ticketing Main" on the Freeside main menu. Go to Configuration > Ticketing > Ticketing Global, and then "User Rights". Grant the "SuperUser" right to your normal RT/Freeside login.
  • Go back to the freeside employee list and disable the temporary "root" user.

Futher Reading