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 system allows you
to check the status of various tasks: when they were requested, who
requested them and why, when they were completed, and more. RT is a
high-level, open source ticketing system efficiently enabling a group of
people to manage tasks, issues, and requests submitted by a community of
users.
RT Essentials, co-written by one of the RT's original core developers,
Jesse Vincent, starts off with a quick background lesson about ticketing
systems and then shows you how to install and configure RT. This
comprehensive guide explains how to perform day-to-day tasks to turn
your RT server into a highly useful tracking tool. One way it does this
is by examining how a company could use RT to manage its internal
processes. Advanced chapters focus on developing add-on tools and
utilities using Perl and Mason. There's also chapter filled with
suggested uses for RT inside your organization.
No matter what kind of data your organization tracks--from sales
inquiries to security incidents or anything in between--RT Essentials
helps you use RT to provide order when you need it most.
