Buying Options
RT Essentials
Print $34.95
Add to Cart
Print+Ebook $38.45
Add to Cart
Ebook $27.99
(Mobi, PDF, ePub)
Add to Cart
Safari Books Online
Add to Cart
What is this?
Print £26.99
Add to Cart
What is this?

RT Essentials

By
Jesse Vincent, Robert Spier, Dave Rolsky, Darren Chamberlain, et al.
Publisher:
O'Reilly Media
Released:
August 2005
Pages:
224
Description
This comprehensive guide shows you how to customize RT--the widely used request ticketing system--to better fit your organization's business needs. After introducing you to what ticketing systems are, the book shows you how to install and configure RT. From there, it explains how to perform simple tasks that will turn your RT server into a highly useful tracking tool.
Full Description
Table of Contents

  1. Chapter 1 What Is Ticketing?

    1. Why "Ticket"?

    2. A Dissected Ticketing System

    3. Uses for a Ticketing System

    4. Features of a Ticketing System

    5. Ticketing Helps Everybody

    6. Getting Started

    7. Why RT?

  2. Chapter 2 Installation

    1. Requirements

    2. Starting the Installation

    3. Site Configuration

    4. Configuring Your Web Server

    5. Serving RT Behind a Proxy Webserver

    6. Configuring Outbound Email

    7. Configuring Inbound Email

    8. Installation Problems

    9. Installation Complete

  3. Chapter 3 Getting Started

    1. Logging in to RT

    2. Creating a New Ticket

    3. Ticket Display Page

    4. Replying to (and Commenting on) a Ticket

    5. Escalating a Ticket

    6. Assigning a Ticket

    7. Resolving a Ticket

    8. Merging Duplicate Tickets

    9. Associating Related Tickets

    10. Searching for Tickets

    11. Updating Many Tickets at Once

    12. Email Interface

  4. Chapter 4 Command-Line Interface

    1. Running the CLI

    2. Creating a Ticket

    3. Finding a Ticket

    4. Replying to a Ticket

    5. Editing a Ticket

    6. Searching for Tickets

    7. Command-Line Help

    8. The Shell

    9. Scripting RT

  5. Chapter 5 Administrative Tasks

    1. Creating and Updating UsersConfiguration menu commandsUsers commandsConfiguration menuUsers

    2. Groups

    3. QueuesConfiguration menu commandsQueues commandsConfiguration menuQueues

    4. Custom FieldsConfiguration menu commandsCustom Fields commandsConfiguration menuCustom Fields

    5. Day-to-Day Management

    6. Backing Up RT

    7. Restoring RT

  6. Chapter 6 Scrips

    1. How Scrips Work

    2. Gritty Details

    3. Examples

  7. Chapter 7 Example Configurations

    1. Network and Server Operations

    2. Helpdesk

    3. Software Engineering

    4. Customer Service

    5. Emergency Support

    6. Sales Inquiries

    7. Human Resources

    8. Finance

    9. The Paperless Office

    10. Personal To-Do Lists

    11. Conclusion

  8. Chapter 8 Architecture

    1. Quick Overview

    2. Filesystem Layout

    3. UnicodeUnicodeUnicode

    4. Logical and Object Model

  9. Chapter 9 API

    1. How It Works

    2. RT Codebase

    3. Database Considerations

  10. Chapter 10 Development Environments

    1. DevelModedevelopmentDevelMode DevelMode DevelModeDevelMode

    2. Modifying RT's Codebase

    3. Access Control

    4. Profiling

    5. Debugging

    6. RT's Test Infrastructure

    7. Internationalization

    8. RT Community

    9. Packaging and Releasing an RT Extension

  1. Appendix A Glossary

    1. Ticket

    2. Subject

    3. Status

    4. Body

    5. Transaction

    6. Attachment

    7. Watchers

    8. History

    9. Priority

    10. Relationships

    11. Dates

    12. Custom Fields

    13. Queue

    14. Scrip

    15. Conditions

    16. Templates

    17. Users

    18. Groups

    19. Principals

    20. ACL

    21. ACE

  2. Appendix B Command-Line Action Reference

  3. Appendix C Configuration

    1. Environment Variables

    2. Configuration Files

  4. Appendix D Required Perl Module Dependencies

  5. Appendix E Configuration File Reference

    1. Base Configuration

    2. Database Configuration

    3. Incoming Mail Gateway Configuration

    4. Outgoing Mail Configuration

    5. Logging

    6. Web Interface Configuration

    7. RT UTF-8 Settings

    8. RT Date Handling Options (for Time::ParseDate)

    9. Miscellaneous RT Settings

  6. Colophon

View Full Table of Contents
Product Details
Title:
RT Essentials
By:
Jesse Vincent, Robert Spier, Dave Rolsky, Darren Chamberlain, Richard Foley
Publisher:
O'Reilly Media
Formats:
  • Print
  • Ebook
  • Safari Books Online
Print Release:
August 2005
Ebook Release:
December 2008
Pages:
224
Print ISBN:
978-0-596-00668-6
| ISBN 10:
0-596-00668-3
Ebook ISBN:
978-0-596-15879-8
| ISBN 10:
0-596-15879-3
Customer Reviews
About the Authors

  1. Jesse Vincent

    Jesse Vincent is the author of RT and the founder of Best Practical Solutions, LLC, a company dedicated to open source tools to help people and organizations keep track of what needs doing, when it gets done, and who does it. Before founding Best Practical, Jesse worked as the systems lead for a now-defunct dotcom and a software designer at Microsoft.

    View Jesse Vincent's full profile page.

  2. Robert Spier

    Robert Spier is a software engineer who has been working with RT for almost 7 years. When not managing other engineers at his day job, he moonlights as Best Practical's lead trainer, and maintains the perl.org infrastructure.

    View Robert Spier's full profile page.

  3. Dave Rolsky

    Dave Rolsky is a programmer, author, and activist with a background in music composition, and an obsession with Hong Kong films and the works of author Gene Wolfe. He has been actively developing Free Software (Perl) for several years and is a member of the Mason core development team.

    View Dave Rolsky's full profile page.

  4. Darren Chamberlain

    Darren Chamberlain is system adminisitrator and recovering programmer living and working in the Boston area.

    View Darren Chamberlain's full profile page.

  5. Richard Foley

    Richard Foley is a Munich based Perl and Oracle developer who spends most of his time programming, when he could be spending quality time with his family, walking or skiing in the nearby Alps. He has a technical illustration background, and has developed applications for the Aerospace, Internet and Banking industries. Responsible for maintaining the perlbug database, from 1997 to 2001, he was co-organiser of YAPC::Europe::2002 and is a member of the YAPC::Europe committee, the group responsible for organizing Perl conferences in Europe.

    View Richard Foley's full profile page.

    6. View All Authors

  • Book cover of RT Essentials
Got a Question?
icons
Favicon Service and support by Satisfaction