RT Essentials by Dave Rolsky, Richard Foley, Jesse Vincent, Robert Spier

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(Paperback)

  • Pub. Date: August 2005
  • 216pp
  • Sales Rank: 207,468

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    Product Details

    • Pub. Date: August 2005
    • Publisher: O'Reilly Media, Incorporated
    • Format: Paperback, 216pp
    • Sales Rank: 207,468

    Synopsis

    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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    Biography

    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.

    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 (Perl) Software for several years and is a member of the Mason core development team.

    Darren Chamberlain is an active member of the Template Toolkit development team.

    Richard Foley is a software contractor and Perl expert based out of Munich, Germany. He developed an automated software testing application for the Amadeus flight booking system. Other recent clients include UBS Investment Bank and DLR, where he worked on a fascinating project involving testing the International Space Station storage area network. Richard previously authored "Perl Debugger Pocket Reference".

    Robert Spier currently leads the Citysearch.com development group. Managing a team of engineers and architechting a large Apache/mod_perl website take up most of his time. In his spare time, he maintains the perl.org infrastructure and volunteers at a local dog rescue.

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    RT Essentialsby Anonymous

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    February 20, 2006: Are you an end-user, system administrator or developer who interacts with RT on an occasional or regular basis? 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. Vincent, Spier, Rolsky, Chamberlain and Foley, begin by providing some background about what ticketing systems are and how they can help save your job and your sanity. Then, they walk you through the process of setting up an RT server and configuring sane system defaults. The authors continue by showing you how to get up and running with RT's web interface. In addition, they explain how to interact with RT from your shell or console window. The authors also step you through the basics of turning a virgin RT server into a useful tool for tracking what you need to do inside your organization. Then, the authors show you how to extend RT's standard behavior with custom business logic. Next, they provide a look inside the RT configuration at Yoyodyne Propulsion Systems, a nonexistent company that makes heavy use of RT to manage their internal processes. Next, the authors walk you through RT's files on disk as well as, the details of its database tables. Then, they describe how DBIx::SearchBuilder works. Finally, they show you how to set up a local sandbox for modifying and extending RT without putting your production server in harm's way. This excellent book will be considerably more useful to you if you have at least a basic understanding of the Unix command line. Above all, this book will be very useful to you if you also have a basic understanding of Unix systems administration skills, and at least a little bit of experience programming in Perl.