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商品の説明
内容説明
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.
著者について
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 (Perl) Software for several years and is a member of the Mason core development team. For more information about Embedding Perl in HTML with Mason please visit www.masonbook.com, a web site maintained by the authors where additional information and downloadable source code are available. Darren Chamberlain is an active member of the Template Toolkit development team.Richard Foley is an itinerant Perl programmer (since 1996), born in London, currently living near Munich, Bavaria. He fritters most of his time programming in Perl and Oracle, when he could be spending quality time with his family, reading or playing chess, walking or skiing in the nearby Alps. He has a technical illustration background, and has developed applications using Perl and Oracle on UNIX in the Aerospace, Internet and Banking industries. Responsible for maintaining the perlbug database, from 1997 to 2001, he has submitted patches to the Perl debugger, and written the perl debugger tutorial (perldebtut). He is the author of several modules on the CPAN including Oracle::Debug, an interface to the server-side Oracle PL/SQL engine, which was inspired by the Perl debugger. Co-organiser of YAPC::Europe::2002 in Munich, he is a also a member of the YAPC::Europe committee, the group responsible for organizing Perl conferences in Europe. High point was 24,000 feet on Broad Peak in the Karakorum Himalaya and low point 300 feet under the Yorkshire Dales in the North of England. Oh, and even the grey hairs are receding, when his daughters don't pull them out first! 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.
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カスタマーレビュー
Amazon.com で最も参考になったカスタマーレビュー (beta)
Amazon.com:
9件のカスタマーレビュー
10 人中、10人の方が、｢このレビューが参考になった｣と投票しています。
Dissappointing
2007/1/11
形式:ペーパーバック
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.
14 人中、13人の方が、｢このレビューが参考になった｣と投票しています。
Excellent Software, but Average Book
2006/5/1
形式:ペーパーバック|Amazonが確認した購入
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.
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.
8 人中、7人の方が、｢このレビューが参考になった｣と投票しています。
Short walkthrough of the basics
2005/8/27
形式:ペーパーバック
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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