RT Essentials
RT Essentials By Dave Rolsky, Darren Chamberlain, Richard Foley, Jesse Vincent, Robert Spier
August 2005
Pages: 216

| Table of Contents | Index | Sample Chapter

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

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