RT Essentials

Preface;
Audience;
Assumptions This Book Makes;
What’s Inside;
Conventions;
Using Code Examples;
We’d Like to Hear from You;
Safari® Books Online;
Acknowledgments;
Chapter 1: What Is Ticketing?;
1.1 Why “Ticket”?;
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 Unicode;
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 DevelMode;
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;
Glossary;
Ticket;
Subject;
Status;
Body;
Transaction;
Attachment;
Watchers;
History;
Priority;
Relationships;
Dates;
Custom Fields;
Queue;
Scrip;
Conditions;
Templates;
Users;
Groups;
Principals;
ACL;
ACE;
Command-Line Action Reference;
Configuration;
Environment Variables;
Configuration Files;
Required Perl Module Dependencies;
Configuration File Reference;
Base Configuration;
Database Configuration;
Incoming Mail Gateway Configuration;
Outgoing Mail Configuration;
Logging;
Web Interface Configuration;
RT UTF-8 Settings;
RT Date Handling Options (for Time::ParseDate);
Miscellaneous RT Settings;