RT Essentials

Description

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.

 

Table of Contents

Preface

1. What Is Ticketing?

      Why "Ticket"?

      A Dissected Ticketing System

      Uses for a Ticketing System

      Features of a Ticketing System

      Ticketing Helps Everybody

      Getting Started

      Why RT?

2. Installation

      Requirements

      Starting the Installation

      Site Configuration

      Configuring Your Web Server

      Serving RT Behind a Proxy Webserver

      Configuring Outbound Email

      Configuring Inbound Email

      Installation Problems

      Installation Complete

3. Getting Started

      Logging in to RT

      Creating a New Ticket

      Ticket Display Page

      Replying to (and Commenting on) a Ticket

      Escalating a Ticket

      Assigning a Ticket

      Resolving a Ticket

      Merging Duplicate Tickets

      Associating Related Tickets

      Searching for Tickets

      Updating Many Tickets at Once

      Email Interface

4. Command-Line Interface

      Running the CLI

      Creating a Ticket

      Finding a Ticket

      Replying to a Ticket

      Editing a Ticket

      Searching for Tickets

      Command-Line Help

      The Shell

      Scripting RT

5. Administrative Tasks

      Creating and Updating Users

      Groups

      Queues

      Custom Fields

      Day-to-Day Management

      Backing Up RT

      Restoring RT

6. Scrips

      How Scrips Work

      Gritty Details

      Examples

7. Example Configurations

      Network and Server Operations

      Helpdesk

      Software Engineering

      Customer Service

      Emergency Support

      Sales Inquiries

      Human Resources

      Finance

      The Paperless Office

      Personal To-Do Lists

      Conclusion

8. Architecture

      Quick Overview

      Filesystem Layout

      Unicode

      Logical and Object Model

9. API

      How It Works

      RT Codebase

      Database Considerations

10. Development Environments

      DevelMode

      Modifying RT's Codebase

      Access Control

      Profiling

      Debugging

      RT's Test Infrastructure

      Internationalization

      RT Community

      Packaging and Releasing an RT Extension

A. Glossary
B. Command-Line Action Reference
C. Configuration
D. Required Perl Module Dependencies
E. Configuration File Reference
Index

 

描述

在一個典型的組織中，總是有很多事情要做，例如：支付供應商、向客戶開具發票、回答客戶的查詢以及修復硬體或軟體中的錯誤。您需要知道誰需要什麼，並追蹤尚未完成的工作。

這就是票務系統的用途。票務系統允許您檢查各種任務的狀態：它們何時被要求、由誰要求以及原因、何時完成等等。RT是一個高級的、開源的票務系統，有效地使一群人能夠管理由用戶社區提交的任務、問題和請求。

《RT基礎知識》由RT的原始核心開發人員之一Jesse Vincent共同撰寫，首先快速介紹了票務系統的背景知識，然後向您展示如何安裝和配置RT。這本全面的指南解釋了如何執行日常任務，將您的RT服務器轉變為一個非常有用的跟踪工具。其中一種方法是通過檢查公司如何使用RT來管理其內部流程。高級章節專注於使用Perl和Mason開發附加工具和實用程序。還有一章提供了在組織內部使用RT的建議用途。

無論您的組織追蹤的是什麼類型的數據-從銷售查詢到安全事件或其他任何事情-《RT基礎知識》都可以幫助您在最需要時使用RT提供秩序。

 

目錄

前言

1. 什麼是票務系統？

      為什麼是「票務」？

      解剖一個票務系統

      票務系統的用途

      票務系統的特點

      票務幫助每個人

      開始使用

      為什麼選擇RT？

2. 安裝

      要求

      開始安裝

      網站配置

      配置您的Web服務器

      在代理Web服務器後提供RT服務

      配置出站郵件

      配置入站郵件

      安裝問題

      安裝完成

3. 開始使用

      登錄RT

      創建新的工單

      工單顯示頁面

      回覆（和評論）工單

      升級工單

      指派工單

      解決工單

      合併重複的工單

      關聯相關的工單

      搜索工單

      同時更新多個工單

      電子郵件界面