Flylib.com
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
Managing Enterprise Systems with the Windows Script Host
Logon Scripts and Scheduling
Networking Resources
File Operations
Data Access
Internet Information Server
C & Data Structures (Charles River Media Computer Engineering)
C Operators
Address and Pointers
Preprocessing
Union
Arrays, Searching, and Sorting
Cisco IOS Cookbook (Cookbooks (OReilly))
View Dial Backup Status
NTP Logging
Debugging HSRP
Routing Multicast Traffic with MOSPF
Ethereal
What is Lean Six Sigma
The Four Keys to Lean Six Sigma
Key #2: Improve Your Processes
Beyond the Basics: The Five Laws of Lean Six Sigma
When Companies Start Using Lean Six Sigma
The Experience of Making Improvements: What Its Like to Work on Lean Six Sigma Projects
Quartz Job Scheduling Framework: Building Open Source Enterprise Applications
Implementing a Listener
Thread Use in Listeners
Using Quartz with J2EE
Using a ServletContextListener
Configuring a TriggerListener
The Oracle Hackers Handbook: Hacking and Defending Oracle
Attacking the Authentication Process
Triggers
Indirect Privilege Escalation
Defeating Virtual Private Databases
Accessing the File System
flylib.com © 2008-2017.
If you may any questions please contact us: flylib@qtcs.net
Privacy policy
This website uses cookies. Click
here
to find out more.
Accept cookies