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