RT Essentials

Name: RT Essentials
Price: 27.22 USD
Availability: InStock
ISBN: 9780596006686

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…

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