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RT Essentials (Paperback)

by Jesse Vincent (Author), Robert Spier (Author), Dave Rolsky (Author), Darren Chamberlain (Author), Richard Foley (Author)
Key Phrases: emergency support, general owner, sales inquiries, Customer Service, Software Engineering, Accounts Receivable (more...)

4.3 out of 5 stars See all reviews (7 customer reviews)

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Editorial Reviews

Product Description
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.

About the Author
Jesse Vincent is the author of RT and the founder of Best Practical Solutions, LLC, a company dedicated to open source tools to help people and organizations keep track of what needs doing, when it gets done, and who does it. Before founding Best Practical, Jesse worked as the systems lead for a now-defunct dotcom and a software designer at Microsoft.

Robert Spier is a software engineer who has been working with RT for almost 7 years. When not managing other engineers at his day job, he moonlights as Best Practical's lead trainer, and maintains the perl.org infrastructure.

Dave Rolsky is a programmer, author, and activist with a background in music composition, and an obsession with Hong Kong films and the works of author Gene Wolfe. He has been actively developing Free Software (Perl) for several years and is a member of the Mason core development team.

Darren Chamberlain is system adminisitrator and recovering programmer living and working in the Boston area.

Richard Foley is a Munich based Perl and Oracle developer who spends most of his time programming, when he could be spending quality time with his family, walking or skiing in the nearby Alps. He has a technical illustration background, and has developed applications for the Aerospace, Internet and Banking industries. Responsible for maintaining the perlbug database, from 1997 to 2001, he was co-organiser of YAPC::Europe::2002 and is a member of the YAPC::Europe committee, the group responsible for organizing Perl conferences in Europe.

Product Details

Paperback: 216 pages
Publisher: O'Reilly Media, Inc. (August 18, 2005)
Language: English
ISBN-10: 0596006683
ISBN-13: 978-0596006686
Product Dimensions: 9.1 x 6.9 x 0.6 inches
Shipping Weight: 12.8 ounces (View shipping rates and policies)

Average Customer Review: 4.3 out of 5 stars See all reviews (7 customer reviews)

Amazon.com Sales Rank: #299,840 in Books (See Bestsellers in Books)

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Inside This Book (learn more)

Key Phrases - Statistically Improbable Phrases (SIPs): (learn more)
emergency support, general owner, sales inquiries, custom field values, more coffee rolls, ticket update, ticket status, new scrip, ticketing system, support queue, general queue, custom fields, particular ticket, multiple tickets, original ticket, email gateway

Key Phrases - Capitalized Phrases (CAPs): (learn more)
Customer Service, Software Engineering, Accounts Receivable, Description Description, Create Tickets, The Everyone, Mon May, Command-Line Interface, Scroll Page, Name Name, Starting the Installation, Tue Apr, Content Content, Configuring Inbound Email, Example Configurations, Mon Sep, Objectld Objectld, Condition Action Template On Create Autoreply, Nobody Creator, Admin Correspondence On Comment Notify, New Ticket

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	4% buy Practice of System and Network Administration, The (2nd Edition) 4.6 out of 5 stars (27) $46.79

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Customer Reviews

7 Reviews

5 star:		(3)
4 star:		(3)
3 star:		(1)
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4.3 out of 5 stars (7 customer reviews)

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8 of 8 people found the following review helpful:

5.0 out of 5 stars Short walkthrough of the basics, August 26, 2005

By	Jack D. Herrington "engineer and author" (Silicon Valley, CA) - See all my reviews (TOP 500 REVIEWER) (REAL NAME)

This is a short (~200 pages) walkthrough of the basics of Request Tracker. It starts with the fundamentals, sells the approach, then covers installation, the web interface, the command line interface and then into hacking and administration. The illustrations are good, and the text is well written, if a little terse.

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10 of 11 people found the following review helpful:

4.0 out of 5 stars Excellent Software, but Average Book, April 30, 2006

By	M. Terretta (New York, NY) - See all my reviews (REAL NAME)

We've been using RT for several years. As one happy customer mentions at Best Practical's site, managing a project or service driven organization without RT is like watching TV without a TiVo. The software is powerful, flexible, and above all, adaptable to many styles of management for more than just technology projects. No question, the software gets 5 stars.

This book, however, is largely a reorganization of the information provided with the software. If you prefer to read printed materials instead of PDFs or HTML, this book will save you money on printer paper. But if you're looking for best practices, recipies, or enhancements such as those you'll find in the RT Wiki, you may be disappointed. In fact, for most of the advanced capabilities, you are referred by the book to other resources. The book does contain the occasional nugget, such as a half dozen lines of code to truly delete a ticket and related data. With some searching, you'd be able to find those, and better, at the RT Wiki, such as the particuarly valuable contributions from the University of Oslo (do an A9 search for "RT prosjektgruppen").

Compared to most O'Reilly books which set the bar for excellence, this one is merely average. However, I do recommend this book as an introduction for those considering whether it's worthwhile to move to RT from some other enterprise ticketing system, and for techs to give to managers who are more comfortable with hard copies than electronic documents. For any RT admin, it's certainly worthwhile to have documentation printed and organized in an easy reference, considering how much you've saved on the excellent software itself.

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2 of 2 people found the following review helpful:

3.0 out of 5 stars Dissappointing, January 11, 2007

By	S. Holmes "Can't live without books." - See all my reviews (REAL NAME)

I was very dissappointed with RT Essentials. I had been using and administering an older version of RT for some time, but when I upgraded to the current version I thought I would benefit from reading this book. There are a lot of new features in the later versions and this book just barely mentions them. I had the feeling that it just almost told me what I wanted to know, but not quite. I would very much like to see an expanded, more detailed more comprehensive edition. I think it would take a book twice the size of the current edition to do RT right. I want complete tutorials on writing scrips, using templates, using custom fields, using saved searches, etc.

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Most Recent Customer Reviews

5.0 out of 5 stars Worked for me
I needed to assess whether this application would work for me, and this book did great with getting me this information.

Published 17 months ago by Michael C. Saffell

4.0 out of 5 stars Helpful, but already dated
Request Tracker (RT) is a great product. I am the only sysadmin at a small company, and having an automated tracking system is going to be an immense benefit for me. Read more

Published on August 6, 2006 by M. James

5.0 out of 5 stars QUITE THE TRACKER!!
Are you an end-user, system administrator or developer who interacts with RT on an occasional or regular basis? Read more

Published on February 20, 2006 by John R. Vacca

4.0 out of 5 stars general inner structure of RT
The RT Essential describes the general inner structure of RT software.It mainly helps RT user to understand how to install RT and how to use other tool software ,such as perl and... Read more

Published on September 25, 2005 by Po Chien Wang

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