RT essentials
In a typical organization, there's always plenty that to do such as: pay vendors, invoice customers, answer customer inquiries, and fix bugs in hardware or software. You need to know who wants what and keep track of what is left to do. This is where a ticketing system comes in. A ticketing s...
| Autor principal: | |
|---|---|
| Formato: | Libro electrónico |
| Idioma: | Inglés |
| Publicado: |
Beijing ; Sebastopol, California :
O'Reilly
2005.
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| Edición: | 1st ed |
| Materias: | |
| Ver en Biblioteca Universitat Ramon Llull: | https://discovery.url.edu/permalink/34CSUC_URL/1im36ta/alma991009626946806719 |
Tabla de Contenidos:
- Table of Contents; Preface; Audience; Assumptions This Book Makes; What's Inside; Conventions; Using Code Examples; We'd Like to Hear from You; Safari® Enabled; Acknowledgments; What Is Ticketing?; Why "Ticket"?; A Dissected Ticketing System; Deletions; Uses for a Ticketing System; Production Operations Support; Sales Lead Tracking; Customer Service; Project Management; Network Security; Engineering (Bug Tracking); Features of a Ticketing System; Ticketing Helps Everybody; What Ticketing Does for You; What Ticketing Does for Your Team; What Ticketing Does for Your Accountants
- What Ticketing Does for Your BossGetting Started; Selling It to Management; Selling It to Staff; Getting People to Use the Ticketing System; Why RT?; Installation; Requirements; Perl 5.8.3 or Later; A Database; A Web Server; Perl Modules; Starting the Installation; Step 1: Choose a Machine and Location; Step 2: Download the RT Source Tarball; Step 3: Expand the tarball; Step 4: Prepare to Configure; Step 5: Configure the RT Installation Process; General configuration; File ownership configuration; Database configuration; Perl configuration; Step 6: Check for RT's Perl Dependencies
- Step 7: InstallStep 8: Initialize the Database; Site Configuration; Site Details; Email Configuration; Logging; Sample RT_SiteConfig.pm; Configuring Your Web Server; Apache and mod_perl; mod_perl 1.x v. mod_perl 2.x; FastCGI; Serving RT Behind a Proxy Webserver; Standalone Server; Configuring Outbound Email; Configuring Inbound Email; Mailgate Options; Using the mailgate with Sendmail or Postfix; Using the mailgate with qmail; Using the mailgate with procmail; Installation Problems; Installation Complete; Getting Started; Logging in to RT; Creating a New Ticket; Ticket Display Page
- Replying to (and Commenting on) a TicketEscalating a Ticket; Assigning a Ticket; Resolving a Ticket; Merging Duplicate Tickets; Associating Related Tickets; Searching for Tickets; Understanding TicketSQL; Downloading Search Results; Updating Many Tickets at Once; Email Interface; Command-Line Interface; Running the CLI; Creating a Ticket; Finding a Ticket; Replying to a Ticket; Editing a Ticket; Searching for Tickets; Command-Line Help; The Shell; Scripting RT; Shell Functions; Shell Aliases; MIME; Administrative Tasks; Creating and Updating Users; Groups; Creating and Updating Groups
- Disabling a GroupChanging Group Membership; Queues; Roles; Access Control; Scrips; Custom Fields; Setting up Custom Fields; Access Control; Tying Custom Fields to Objects; Day-to-Day Management; Setup External Authentication; Remove a Transaction; Track Email Sent; Report Failed Logins; Backing Up RT; Backing Up RT's Data; Backing Up the RT Application; Restoring RT; Restoring RT Data; MySQL; Postgres; SQLite; Oracle; Recover a Lost Administrative Password; Recover SuperUser Privileges; Scrips; How Scrips Work; Transactions; Cc and AdminCc; Conditions; Actions; Templates; Gritty Details
- Tickets and Transactions
