RT Essentials
Jesse Vincent, Robert Spier, Dave Rolsky, Darren Chamberlain, Richard Foley
- 出版商: O'Reilly
- 出版日期: 2005-09-13
- 定價: $1,300
- 售價: 9.5 折 $1,235
- 貴賓價: 9.0 折 $1,170
- 語言: 英文
- 頁數: 218
- 裝訂: Paperback
- ISBN: 0596006683
- ISBN-13: 9780596006686
立即出貨
買這商品的人也買了...
-
$650$553 -
$590$466 -
$680$612 -
$780$616 -
$650$507 -
$490$417 -
$480$408 -
$620$527 -
$580$452 -
$880$748 -
$490$382 -
$880$695 -
$880$695 -
$680$578 -
$750$585 -
$490$417 -
$480$408 -
$890$757 -
$550$468 -
$980$833 -
$720$612 -
$750$713 -
$650$553 -
$600$480 -
$580$522
相關主題
商品描述
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