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RT Essentials

ISBN: 0596006683
EAN: 2147483647

Year: 2005
Pages: 166

Authors: Jesse Vincent, Robert Spier, Dave Rolsky, Darren Chamberlain, Richard Foley

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• RT Essentials
• Table of Contents
• Copyright
• Preface
• Audience
• Assumptions This Book Makes
• What s Inside
• Conventions
• Using Code Examples
• We d Like to Hear from You
• Safari Enabled
• Acknowledgments
• Chapter 1. What Is Ticketing?
• 1.1. Why
• 1.2. A Dissected Ticketing System
• 1.3. Uses for a Ticketing System
• 1.4. Features of a Ticketing System
• 1.5. Ticketing Helps Everybody
• 1.6. Getting Started
• 1.7. Why RT?
• Chapter 2. Installation
• 2.1. Requirements
• 2.2. Starting the Installation
• 2.3. Site Configuration
• 2.4. Configuring Your Web Server
• 2.5. Serving RT Behind a Proxy Webserver
• 2.6. Configuring Outbound Email
• 2.7. Configuring Inbound Email
• 2.8. Installation Problems
• 2.9. Installation Complete
• Chapter 3. Getting Started
• 3.1. Logging in to RT
• 3.2. Creating a New Ticket
• 3.3. Ticket Display Page
• 3.4. Replying to (and Commenting on) a Ticket
• 3.5. Escalating a Ticket
• 3.6. Assigning a Ticket
• 3.7. Resolving a Ticket
• 3.8. Merging Duplicate Tickets
• 3.9. Associating Related Tickets
• 3.10. Searching for Tickets
• 3.11. Updating Many Tickets at Once
• 3.12. Email Interface
• Chapter 4. Command-Line Interface
• 4.1. Running the CLI
• 4.2. Creating a Ticket
• 4.3. Finding a Ticket
• 4.4. Replying to a Ticket
• 4.5. Editing a Ticket
• 4.6. Searching for Tickets
• 4.7. Command-Line Help
• 4.8. The Shell
• 4.9. Scripting RT
• Chapter 5. Administrative Tasks
• 5.1. Creating and Updating Users
• 5.2. Groups
• 5.3. Queues
• 5.4. Custom Fields
• 5.5. Day-to-Day Management
• 5.6. Backing Up RT
• 5.7. Restoring RT
• Chapter 6. Scrips
• 6.1. How Scrips Work
• 6.2. Gritty Details
• 6.3. Examples
• Chapter 7. Example Configurations
• 7.1. Network and Server Operations
• 7.2. Helpdesk
• 7.3. Software Engineering
• 7.4. Customer Service
• 7.5. Emergency Support
• 7.6. Sales Inquiries
• 7.7. Human Resources
• 7.8. Finance
• 7.9. The Paperless Office
• 7.10. Personal To-Do Lists
• 7.11. Conclusion
• Chapter 8. Architecture
• 8.1. Quick Overview
• 8.2. Filesystem Layout
• 8.3. UnicodeUnicode
• 8.4. Logical and Object Model
• Chapter 9. API
• 9.1. How It Works
• 9.2. RT Codebase
• 9.3. Database Considerations
• Chapter 10. Development Environments
• 10.1. DevelModeDevelMode
• 10.2. Modifying RT s Codebase
• 10.3. Access Control
• 10.4. Profiling
• 10.5. Debugging
• 10.6. RT s Test Infrastructure
• 10.7. Internationalization
• 10.8. RT Community
• 10.9. Packaging and Releasing an RT Extension
• Appendix A. Glossary
• A.1. Ticket
• A.2. Subject
• A.3. Status
• A.4. Body
• A.5. Transaction
• A.6. Attachment
• A.7. Watchers
• A.8. History
• A.9. Priority
• A.10. Relationships
• A.11. Dates
• A.12. Custom Fields
• A.13. Queue
• A.14. Scrip
• A.15. Conditions
• A.16. Templates
• A.17. Users
• A.18. Groups
• A.19. Principals
• A.20. ACL
• A.21. ACE
• Appendix B. Command-Line Action Reference
• create
• edit
• list
• show
• Appendix C. Configuration
• C.1. Environment Variables
• C.2. Configuration Files
• Appendix D. Required Perl Module Dependencies
• Appendix E. Configuration File Reference
• E.1. Base Configuration
• E.2. Database Configuration
• E.3. Incoming Mail Gateway Configuration
• E.4. Outgoing Mail Configuration
• E.5. Logging
• E.6. Web Interface Configuration
• E.7. RT UTF-8 Settings
• E.8. RT Date Handling Options (for Time::ParseDate)
• E.9. Miscellaneous RT Settings
• Colophon
• About the Author
• Colophon
• Index
• index_SYMBOL
• index_A
• index_B
• index_C
• index_D
• index_E
• index_F
• index_G
• index_H
• index_I
• index_J
• index_K
• index_L
• index_M
• index_N
• index_O
• index_P
• index_Q
• index_R
• index_S
• index_T
• index_U
• index_V
• index_W