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RT Essentials

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ISBN-10: 0596006683

ISBN-13: 9780596006686

Edition: 2005

Authors: Darren Chamberlain, Dave Rolsky, Jesse Vincent, Richard Foley, Robert Spier

List price: $39.99
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In a typical organization, there's always plenty that to do such as: pay vendors, invoice customers, answer customer inquiries, and fix bugs in hardware or software. You need to know who wants what and keep track of what is left to do. This is where a ticketing system comes in. A ticketing system allows you to check the status of various tasks: when they were requested, who requested them and why, when they were completed, and more. RT is a high-level, open source ticketing system efficiently enabling a group of people to manage tasks, issues, and requests submitted by a community of users. "RT Essentials, co-written by one of the RT's original core developers, Jesse Vincent, starts off…    
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Book details

List price: $39.99
Copyright year: 2005
Publisher: O'Reilly Media, Incorporated
Publication date: 8/28/2005
Binding: Paperback
Pages: 218
Size: 7.00" wide x 9.00" long x 0.75" tall
Weight: 0.792
Language: English

Preface
What Is Ticketing?
Why "Ticket"?
A Dissected Ticketing System
Uses for a Ticketing System
Features of a Ticketing System
Ticketing Helps Everybody
Getting Started
Why RT?
Installation
Requirements
Starting the Installation
Site Configuration
Configuring Your Web Server
Serving RT Behind a Proxy Webserver
Configuring Outbound Email
Configuring Inbound Email
Installation Problems
Installation Complete
Getting Started
Logging in to RT
Creating a New Ticket
Ticket Display Page
Replying to (and Commenting on) a Ticket
Escalating a Ticket
Assigning a Ticket
Resolving a Ticket
Merging Duplicate Tickets
Associating Related Tickets
Searching for Tickets
Updating Many Tickets at Once
Email Interface
Command-Line Interface
Running the CLI
Creating a Ticket
Finding a Ticket
Replying to a Ticket
Editing a Ticket
Searching for Tickets
Command-Line Help
The Shell
Scripting RT
Administrative Tasks
Creating and Updating Users
Groups
Queues
Custom Fields
Day-to-Day Management
Backing Up RT
Restoring RT
Scrips
How Scrips Work
Gritty Details
Examples
Example Configurations
Network and Server Operations
Helpdesk
Software Engineering
Customer Service
Emergency Support
Sales Inquiries
Human Resources
Finance
The Paperless Office
Personal To-Do Lists
Conclusion
Architecture
Quick Overview
Filesystem Layout
Unicode
Logical and Object Model
API
How It Works
RT Codebase
Database Considerations
Development Environments
DevelMode
Modifying RT's Codebase
Access Control
Profiling
Debugging
RT's Test Infrastructure
Internationalization
RT Community
Packaging and Releasing an RT Extension
Glossary
Command-Line Action Reference
Configuration
Required Perl Module Dependencies
Configuration File Reference
Index