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RT Essentials
RT Essentials
ISBN: 0596006683
EAN: 2147483647
Year: 2005
Pages: 166
Authors:
Jesse Vincent
,
Robert Spier
,
Dave Rolsky
,
Darren Chamberlain
,
Richard Foley
BUY ON AMAZON
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
RT Essentials
ISBN: 0596006683
EAN: 2147483647
Year: 2005
Pages: 166
Authors:
Jesse Vincent
,
Robert Spier
,
Dave Rolsky
,
Darren Chamberlain
,
Richard Foley
BUY ON AMAZON
A+ Fast Pass
Domain 3 Preventive Maintenance
Domain 5 Printers
Domain 6 Basic Networking
Domain 1 Operating System Fundamentals
Domain 3 Diagnosing and Troubleshooting
FileMaker Pro 8: The Missing Manual
Layout Mode
Tab Order
Table Occurrences
Branching and Looping in Scripts
Advanced Scripting
MySQL Cookbook
Mixing Command-Line and Option File Parameters
Introduction
Sorting ENUM Values
Specifying Input Column Order
Introduction
Practical Intrusion Analysis: Prevention and Detection for the Twenty-First Century: Prevention and Detection for the Twenty-First Century
Crash Course in the Internet Protocol Suite
Unauthorized Activity I
Unauthorized Activity II
Policy and Procedures
Laws, Standards, and Organizations
Microsoft WSH and VBScript Programming for the Absolute Beginner
Processing Collections of Data
Combining Different Scripting Languages
Appendix A WSH Administrative Scripting
Appendix B Built-In VBScript Functions
Appendix C Whats on the CD-ROM?
Quantitative Methods in Project Management
Making Quantitative Decisions
Expense Accounting and Earned Value
Quantitative Time Management
Special Topics in Quantitative Management
Quantitative Methods in Project Contracts
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