RT Essentials - Helion

ebook

Autor: Jesse Vincent, Robert Spier, Dave Rolsky
ISBN: 978-05-965-5070-7
stron: 218, Format: ebook
Data wydania: 2005-08-18
Księgarnia: Helion

Cena książki: 118,15 zł (poprzednio: 137,38 zł)
Oszczędzasz: 14% (-19,23 zł)

Osoby, które kupiły tę książkę, wybierały także »

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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Spis treści

RT Essentials. Managing Your Team and Projects with Request Tracker eBook -- spis treści

RT Essentials
Preface
- Audience
- Assumptions This Book Makes
- Whats Inside
- Conventions
- Using Code Examples
- Wed Like to Hear from You
- Safari Books Online
- Acknowledgments
1. What Is Ticketing?
- Why Ticket?
- A Dissected Ticketing System
  - Deletions
- Uses for a Ticketing System
  - Production Operations Support
  - Sales Lead Tracking
  - Customer Service
  - Project Management
  - Network Security
  - Engineering (Bug Tracking)
- Features of a Ticketing System
- Ticketing Helps Everybody
  - What Ticketing Does for You
  - What Ticketing Does for Your Team
  - What Ticketing Does for Your Accountants
  - What Ticketing Does for Your Boss
- Getting Started
  - Selling It to Management
  - Selling It to Staff
  - Getting People to Use the Ticketing System
- Why RT?
2. Installation
- Requirements
  - Perl 5.8.3 or Later
  - A Database
  - A Web Server
  - Perl Modules
- Starting the Installation
  - Step 1: Choose a Machine and Location
  - Step 2: Download the RT Source Tarball
  - Step 3: Expand the tarball
  - Step 4: Prepare to Configure
  - Step 5: Configure the RT Installation Process
    - General configuration
    - File ownership configuration
    - Database configuration
    - Perl configuration
  - Step 6: Check for RTs Perl Dependencies
  - Step 7: Install
  - Step 8: Initialize the Database
- Site Configuration
  - Site Details
  - Email Configuration
  - Logging
  - Sample RT_SiteConfig.pm
- Configuring Your Web Server
  - Apache and mod_perl
    - mod_perl 1.x v. mod_perl 2.x
  - FastCGI
- Serving RT Behind a Proxy Webserver
  - Standalone Server
- Configuring Outbound Email
- Configuring Inbound Email
  - Mailgate Options
  - Using the mailgate with Sendmail or Postfix
  - Using the mailgate with qmail
  - Using the mailgate with procmail
- 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
  - Understanding TicketSQL
  - Downloading Search Results
- 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
  - Shell Functions
  - Shell Aliases
  - MIME
5. Administrative Tasks
- Creating and Updating Users
- Groups
  - Creating and Updating Groups
  - Disabling a Group
  - Changing Group Membership
- Queues
  - Roles
  - Access Control
  - Scrips
- Custom Fields
  - Setting up Custom Fields
  - Access Control
  - Tying Custom Fields to Objects
- Day-to-Day Management
  - Setup External Authentication
  - Remove a Transaction
  - Track Email Sent
  - Report Failed Logins
- Backing Up RT
  - Backing Up RTs Data
  - Backing Up the RT Application
- Restoring RT
  - Restoring RT Data
    - MySQL
    - Postgres
    - SQLite
    - Oracle
  - Recover a Lost Administrative Password
  - Recover SuperUser Privileges
6. Scrips
- How Scrips Work
  - Transactions
  - Cc and AdminCc
  - Conditions
  - Actions
  - Templates
- Gritty Details
  - Tickets and Transactions
  - Other Objects and Globals
  - Scrip Stage
  - Custom Conditions
  - Custom Actions
  - Custom Templates
- Examples
  - Your Ticket Was Stolen
    - An OnSteal condition
    - Our custom template
  - AutoReply with a Password
  - Emergency Pages
  - Using TransactionBatch
  - A Simple Workflow
7. Example Configurations
- Network and Server Operations
  - Custom Fields
  - Groups
  - Scrips
  - ACLs
- Helpdesk
  - Custom Fields
  - Scrips
  - Templates
  - Groups
  - ACLs
- Software Engineering
  - Custom Fields
  - Groups
  - Scrips
  - ACLs
- Customer Service
  - Custom Fields
  - Groups
  - ACLs
  - Scrips
- Emergency Support
  - Templates
  - Groups
  - Scrips
  - ACLs
- Sales Inquiries
  - Custom Fields
  - Groups
  - ACLs
  - Templates
  - Scrips
- Human Resources
  - Groups
  - ACLs
  - Templates
  - Scrips
- Finance
  - Custom Fields
  - Scrips
  - Groups
  - ACLs
- The Paperless Office
  - Custom Fields
  - Templates
  - Scrips
  - ACLs
- Personal To-Do Lists
  - ACLs
- Conclusion
8. Architecture
- Quick Overview
- Filesystem Layout
- Unicode
- Logical and Object Model
  - Users
  - Groups
  - Principals
  - GroupMembers
  - CachedGroupMembers
  - ACL
  - Links
  - Attributes
  - Transactions
  - Attachments
  - CustomFields
  - CustomFieldValues
  - ObjectCustomFields
  - ObjectCustomFieldValues
  - Tickets
  - Queues
  - Scrips
  - Templates
  - ScripActions
  - ScripConditions
9. API
- How It Works
  - DBIx::SearchBuilder::Handle
  - DBIx::SearchBuilder::Record
  - DBIx::SearchBuilder
- RT Codebase
  - Exceptions
- Database Considerations
  - Id
  - Joins
    - Inner joins
    - Outer joins
  - Transactions and Data Integrity
10. Development Environments
- DevelMode
- Modifying RTs Codebase
  - Overlays
    - Quieting warnings
    - A simple overlay example
  - Hook::LexWrap
- Access Control
  - Adding a new right
- Profiling
- Debugging
  - RTs Logging System
- RTs Test Infrastructure
  - Running the Test Suite
  - Interpreting the Output
    - Running an individual test file
  - Tests Extracted from Modules
  - Writing Tests
    - What is a good test?
- Internationalization
  - How RTs I18N Framework I18N Framework
  - Writing Internationalized Code
    - Bracket notation
  - Localizing RT
- RT Community
  - Reporting Bugs
  - Patching RT
- Packaging and Releasing an RT Extension
  - Module::Install::RTxModule::Install::RTx
    - Updating the database
  - Licensing
A. Glossary
- Ticket
- Subject
- Status
- Body
- Transaction
- Attachment
- Watchers
- History
- Priority
- Relationships
- Dates
- Custom Fields
- Queue
- Scrip
- Conditions
- Templates
- Users
- Groups
- Principals
- ACL
- ACE
B. Command-Line Action Reference
- create
- edit
- list
- show
C. Configuration
- Environment Variables
- Configuration Files
D. Required Perl Module Dependencies
E. Configuration File Reference
- Base Configuration
- Database Configuration
- Incoming Mail Gateway Configuration
- Outgoing Mail Configuration
- Logging
- Web Interface Configuration
- RT UTF-8 Settings
- RT Date Handling Options (for Time::ParseDate)
- Miscellaneous RT Settings
Index
About the Authors
Colophon
Copyright