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RT Essentials

by and and and and

RT Essentials Cover

 

Synopses & Reviews

Publisher Comments:

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 with a quick background lesson about ticketing systems and then shows you how to install and configure RT. This comprehensive guide explains how to perform day-to-day tasks to turn your RT server into a highly useful tracking tool. One way it does this is by examining how a company could use RT to manage its internal processes. Advanced chapters focus on developing add-on tools and utilities using Perl and Mason. There's also chapter filled with suggested uses for RT inside your organization.

No matter what kind of data your organization tracks--from sales inquiries to security incidents or anything in between--RT Essentials helps you use RT to provide order when you need it most.

Book News Annotation:

RT (Request Tracker) is a ticketing system for work assignments, orders, and other items that need to be tracked between employees. This guide for end-users, system administrators, and developers who have some knowledge of Unix and Perl explains how to implement, customize, and configure the system, and how the code and database works. Vincent et. al discuss RT, installation, its interface, administrative tasks, scrips, example configurations, its architecture, API, and modification of the program. There is no bibliography. Vincent is the creator of the RT program.
Annotation 2005 Book News, Inc., Portland, OR (booknews.com)

Book News Annotation:

RT (Request Tracker) is a ticketing system for work assignments, orders, and other items that need to be tracked between employees. This guide for end-users, system administrators, and developers who have some knowledge of Unix and Perl explains how to implement, customize, and configure the system, and how the code and database works. Vincent et. al discuss RT, installation, its interface, administrative tasks, scrips, example configurations, its architecture, API, and modification of the program. There is no bibliography. Vincent is the creator of the RT program. Annotation ©2005 Book News, Inc., Portland, OR (booknews.com)

About the Author

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.

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.

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.

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

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 ofYAPC::Europe::2002 and is a member of the YAPC::Europe committee, the group responsible for organizing Perl conferences in Europe.

Table of Contents

PrefaceChapter 1: What Is Ticketing?Chapter 2: InstallationChapter 3: Getting StartedChapter 4: Command-Line InterfaceChapter 5: Administrative TasksChapter 6: ScripsChapter 7: Example ConfigurationsChapter 8: ArchitectureChapter 9: APIChapter 10: Development EnvironmentsAppendix A: GlossaryAppendix B: Command-Line Action ReferenceAppendix C: ConfigurationAppendix D: Required Perl Module DependenciesAppendix E: Configuration File ReferenceColophon

Product Details

ISBN:
9780596006686
Author:
Jesse Vincent and Robert Spier and Dave Rolsky and Darren Chamberlain and Richard Foley
Publisher:
O'Reilly Media
Author:
Rolsky, Dave
Author:
Darren C
Author:
Foley, Richard
Author:
hamberlain
Author:
Vincent, Jesse
Author:
Chamberlain, Darren
Author:
Spier, Robert
Subject:
General
Subject:
Management
Subject:
Information technology
Subject:
Information technology -- Management.
Subject:
General Computers
Subject:
Computers-Reference - General
Subject:
Best Practical;RT;Request Tracker;request tracking;ticketing system
Subject:
Personal Computers & Micro / General
Subject:
CourseSmart Subject Description
Edition Description:
Print PDF
Publication Date:
20050831
Binding:
TRADE PAPER
Language:
English
Illustrations:
Y
Pages:
218
Dimensions:
7 x 9.1 x 0.5 in 0.68 lb

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Related Subjects

Business » High Tech Management
Computers and Internet » Computers Reference » General
Computers and Internet » Database » Applications
Computers and Internet » Operating Systems » Unix » Unix Administration
Computers and Internet » Personal Computers » General
Computers and Internet » Software Engineering » General

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Product details 218 pages O'Reilly Media - English 9780596006686 Reviews:
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