Request Tracker 4.0 Boot Camp

9:00am Tuesday, 07/26/2011
Operations & System Administration, Perl, Tools and Techniques
 Location: D139/140
Tags: rt, workflow, request_tracker, ticketing, issue_tracking, tracking
Average rating: ****.
(4.62, 8 ratings)

Request Tracker (RT) is an enterprise-grade ticketing system. It’s designed to help your organization track what needs to get done and what still needs doing. From basic customer service to advanced back-office workflows, RT is flexible enough to keep your processes smooth and effective.

RT 4.0, released earlier this year, introduces numerous new features and options including a mobile interface, full text searching, configurable ticket lifecycles and several new custom field types.

This tutorial, geared for systems administrators, will help you evaluate your issue tracking and workflow needs and show you how to deploy a new RT instance or better utilize your existing instance to help your organization get more done with little customization or retraining.

This tutorial will cover:

  • New features in RT 4.0
  • Evaluating and specifying your issue tracking and workflow needs
  • Server sizing, database choices and deployment planning
  • Installation of RT
  • Upgrading from earlier versions
  • Basic RT configuration
  • Minimally invasive use of RT to improve workflow without adding overhead
  • Backup and restore operations
  • Email integration
  • Application and server security best practices
  • Integrating RT with other tools and systems
  • Day to day administration and housekeeping
  • Deploying pre-built RT extensions and customizations
  • Basic customizations and development to meet in-house needs
  • Using Articles to make keep customer interaction quick, consistent and high-quality
Photo of Jesse Vincent

Jesse Vincent

Keyboardio

Jesse Vincent is the Co-founder and CTO of Keyboardio, an open hardware company whose first product is a comfortable, ultra-hackable computer keyboard. He is also the creator of RT and RTIR, and the founder of Best Practical Solutions, LLC, a company dedicated to open tools to help people and organizations keep track of what needs doing, when it gets done, and who does it. Jesse is also the founder and project lead of K-9 Mail, the leading open source email client for Android. Jesse was the project lead for Perl 5 for the 5.12 and 5.14 release cycles.

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Comments

Jeric Newby
08/05/2011 4:03am PDT

Jesse, I was wondering if you could give us some pointers to documentation on the Articles feature. I.e. besides /docs/customizing/articles_introduction.pod in the src dir. Thanks.

P.S. URL for the webcast is: bit.ly/rt-oscon-2011

Picture of Jon Guidry
Jon Guidry
07/27/2011 9:36am PDT

Jesse, what’s the URL for the Webcast again?

Patrick Yaw Kuti
07/27/2011 4:41am PDT

Hi, just checking if the presentation is yet to be hosted on the site given or I got the URL wrong?

Thanks for yesterday.

Picture of Jesse Vincent
Jesse Vincent
07/25/2011 8:44am PDT

Hi Seth – If you’ve installed RT 4.0, that’s great. If you’ve tried to install RT 4.0 and failed, that’s even better.

The tutorial is a classroom style with lots of Q&A. I’m not expecting folks to be working along on their laptops as we go (though that’s certainly fine.) and slides will be available after the session.

—Jesse

Seth Galitzer
07/25/2011 8:28am PDT

Are there any pre-reqs or suggested preparation for this session? Thanks.