Print Book $34.95
Print Book £24.95
By Dave Rolsky, Darren Chamberlain, Richard Foley, Jesse Vincent, Robert Spier
First Edition
August 2005
Pages: 216
ISBN 10: 0-596-00668-3 |
ISBN 13: 9780596006686
(Average of 1 Customer Reviews)
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
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.
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Cover | Table of Contents | Index | Sample Chapter
Book details
First Edition: August 2005
ISBN: 0-596-00668-3
Pages: 216
Average Customer Reviews: (Based on 1 Reviews)
Featured customer reviews
Review of RT Essentials, January 11 2008
We had been using the RT Ticketing system for a year or more when I needed to extract metrics from it. I bought this book and it was an invaluable aid in understanding the system and working with it in a more advanced way. The book is an easy read with a unthreating style. It works well as a reference book. One of the big issues with a book of this type is the version of the system you are running versus the version of the system detailed in the book. This book handles that issue well. It gives enough history and background theory to allow you to make an educated guess at the version differences. I would recommend this book if you are using RT or evaluating ticketing systems.
Jim
Media reviews
"Authors Jesse Vincent, Robert Spier, Dave Rolsky, Darren Chamberlain and Richard Foley, have written an outstanding book that is for everybody who has to use RT to manage tasks."
-- John Vacca, Amazon.com
"The book's title uses the word essentials; it is not a definitive coverage of RT, but is a remarkably comprehensive manual...Given that RT is free, remarkably flexible, and well-supported by an active user/developer community with active mail lists, the price of this book is cheap for its lucid coverage of a request tracking system."
-- Major Keary, Book News
