RT Essentials
Publisher: O'Reilly Media
Released: August 2005
Pages: 218

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.

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Comments about oreilly RT Essentials:

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

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