ruQueue FAQ

Overview

General
Privileges
Technical

General

Q: Which version of ruQueue should I use?
A: If you intend to use ruQueue in production download the latest stable version. We will only make the older versions available for archival purposes. If you want to test the latest development version check it out of CVS.
Q: Can I try ruQueue even if I don't have my own web and database server?
A: Yes. You can create an ruQueue demo CD and boot off of that CD to see a demo copy of ruQueue. Download the Lamppix-based ruQueue demo CD ISO and burn a copy of it. Then boot off of that CD. Your hard disk will not be modified.
Q: How do the ruQueue versioning numbers work?
A: Stable releases end in an even number and development releases end in an odd number. Only stable releases will be posted in the download area. Development versions can be checked out of CVS.
Q: If this software has only recently been released why does it already have a mature version number (e.g. 1.2)?
A: ruQueue has been in production at Rutgers since July 2002 but has only recently been released as Free Software. Version 1.2 was the first version to be released.
Q: Where can I get a larger copy of the ruQueue logo?
A: Download it: http://ruqueue.rutgers.edu/images/ruQueue_logo.png.
Q: What is the relationship between ruQueue and RT?
A: Originally our Help Desk was using RT but we decided to write our own ticket system. We're mainly a PHP shop and we felt it would be easier (and educational) to write our own smaller system (containing only what we need) which we would then know in and out for easier modification in the long run. It was also designed to help our staff follow our Help Desk policies. It contains an integrated scheduling system which is linked to our ResNet operation. For example, ResNet Consultants enter their schedules via the system. The system then schedules an appointment as a part of ticket creation and the system then notifies the consultant and end user. Our system also integrates with our University LDAP directory to keep track of users and for authentication.
Since our staff were already familiar with RT we "black boxed" a lot of its external design. So the HTML layout of our system looks similar to way that RT did at that time (2002). However, we designed the DB and wrote the PHP scripts from scratch. We used Perl only for a simple mail interface that we added later. We're not Perl experts but the CPAN Sendmail module made it easy to do this part in Perl.

Privileges

Q: How should the AdminUser privilege be assigned?
A: Globally. This privilege allows the user to create new users and edit the users currently in the system. You should create a group that has this privilege and put users in the group. When you assign this privilege you should do so with the Global option.
If test_user is in the test_group and then the test_queue gets the group right AdminUser for the test_group, then the test_user won't be able to create new users. Instead the privilege should only be assigned globally.
Q: How should the AdminGroup privilege be assigned?
A: Globally. AdminGroup This allows the user to modify the members of any group in the system as well as modify the properties of the groups themselves. You should create a group that has this privilege and put users in the group. When you assign this privilege you should do so with the Global option.
If test_user is in the test_group and then the test_queue gets the group right AdminGroup for the test_group, then the test_user won't be able to modify groups. Instead the privilege should only be assigned globally.
Q: How should the AdminQueue privilege be assigned?
A: Globally or by Queue. I recomend by Queue for most cases.
This grants the user privileges to administrate a specific queue.
If test_user is in the test_group and then the AdminQueue is granted globally to that group then test_user will be able to modify all queues.
If test_user is in the test_group and then the test_queue gets the group right AdminQueue for the test_group, then the test_user will be able to modify the test_queue, but not the other queues. This is most likely what you want to do.
Q: What does the AdminGlobal privilege do?
A: The AdminGlobal right allows a user to administrate ruQueue's system settings. Any user belonging to a group with this privilege can modify the modules, scripts, and options under Configuration --> Global. They are also able to modify scripts in Configuration --> Queues.

Technical

Q: Can ruQueue provide a counter in the upper right that tells logged in users when their session will expire?
A: Download a copy of countdown.js and place it in the countdown directory within the web-interface directory. ruQueue will notice this file and provide a countdown.
Q: Why is countdown.js excluded from the stable release and not available on Savannah?
A: For issues related to licensing. The countdown.js file is available under GPL version 2 only. By including it with the release ruQueue would be available under GPL version 2 only. We would prefer for ruQueue to be available under the GPL (as opposed to only a specific version of it).
Q: Will ruQueue work with PHP's globals turned off?
A: Yes, but it was originally designed for it to work with them on. Not all of the system was converted to work with them off nicely. I.e. it works with globals off but some of it is klugey and could stand to be cleaned up.
Q: I set the Session Expire to x minutes but my session timed out in less time. Why?
A: PHP might be expiring your session variables. Look at your php.ini and make sure session.gc_maxlifetime is set to greater than the amount of seconds than you set ruQueue's Session Expire to.

Q: When adding a ticket, if there are single quotes ' in the subject or body of the call, then then call becomes 'invisible'. How do I fix it?

A: You need to modify the Magic quotes in your php.ini. In particular:

; Magic quotes for incoming GET/POST/Cookie data.
magic_quotes_gpc = On

; Magic quotes for runtime-generated data, e.g. data from SQL, from exec(), etc.
magic_quotes_runtime = Off

; Use Sybase-style magic quotes (escape ' with '' instead of \').
magic_quotes_sybase = Off

Q: Does ruQueue have an external API?
A: Yes. ruQueue system administrators can provide programmers with an API for basic ticket manipulation based on XML sent over HTTP. This feature is in testing at Rutgers and will be available in a future version of ruQueue but anyone is free to pull the API server out of CVS and try the API Tutorial.

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