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RT Essentials

Год: 2005
Автор: Jesse Vincent, Robert Spier, Dave Rolsky, Darren Chamberlain, Richard Foley
Жанр: Практическое пособие
Издательство: O’Reilly Media, Inc.
ISBN: 0-596-00668-3
Язык: Английский
Формат: PDF
Качество: Изначально компьютерное (eBook)
Количество страниц: 218

Описание: I first wrote RT because I had to. I was a summer intern for a now-defunct web design shop called Utopia Inc. Half my time was to be spent hacking Perl code for customer projects. The other half of my time, I was to be the office’s second sysadmin. The company did most everything by email, including ask the other sysadmin, my boss, to take care of work. Everything the company’s 30-member staff needed us to do ended up in her inbox. When I got there, I suggested that we deploy a ticketing system, such as the one I’d set up for my university helpdesk. She seemed to think this was a pretty good idea except she thought we’d be better off if I implemented a new ticketing system from scratch.

At the end of the summer, I managed to convince the company’s founders that they should let me take my creation with me, continue to hack on it, and give it away. Flash forward a couple years: I placed an order for a DSL line with a national DSL provider and got back a ticket from their RT instance. A quick calculation showed that they were creating over 1,000 tickets a day—a couple orders of magnitude more than I’d ever imagined anyone handling with RT. This was just the nudge I needed to rebuild RT from the ground up.

Over the next few years, I found more and more organizations picking RT up for tracking everything from security incidents to sales inquiries to email counseling sessions for troubled teens. Our current best guess is that over 10,000 organizations use RT. The community that has grown up around RT is amazingly vibrant. When you’re working with RT either as an administrator or developer, it’s quite worthwhile to join the community on rt-users and rt-devel mailing lists as well as our wiki, wiki.bestpractical.com. (We’ll talk a bit more about the community in Chapter 10.) When I first wrote RT in 1996, I had no idea it was going to be more than a summer project. It’s been an amazing first nine years. — Jesse Vincent
What’s Inside
Chapter 1, What Is Ticketing?
Provides some background about what ticketing systems are and how they can help save your job and your sanity.
Chapter 2, Installation
Walks you through the process of setting up an RT server and configuring sane system defaults.
Chapter 3, Getting Started
Will help you get up and running with RT’s web interface.
Chapter 4, Command-Line Interface
Explains how to interact with RT from your shell or console window.
Chapter 5, Administrative Tasks
Steps you through the basics of turning a virgin RT server into a useful tool for tracking what you need to do inside your organization.
Chapter 6, Scrips
Shows you how to extend RT’s standard behavior with custom business logic.
Chapter 7, Example Configurations
Provides a look inside the RT configuration at Yoyodyne Propulsion Systems, a nonexistent company that makes heavy use of RT to manage their internal processes.
Chapter 8, Architecture
Covers the nuts and bolts of how RT is put together. This chapter walks you through RT’s files on disk, as well as the details of its database tables.
Chapter 9, API
Describes how DBIx::SearchBuilder works. SearchBuilder is the object-relational mapping framework that ties RT to the database backend.
Chapter 10, Development Environments
Helps you set up a local sandbox for modifying and extending RT without putting your production server in harm’s way.


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