[ILUG] [UKUUG-Announce] Tutorial (Request Tracker) - 16th October
blf at utvinternet.ie
Sun Aug 19 00:10:44 IST 2007
this subject, and tool (I think), seems to
be discussed every now and then on this
e-list, so I assume there are people who
are interested. please note places are
apparently limited, hence early booking
is essential ....
------- Forwarded Message
Date: Sat, 18 Aug 2007 13:09:33 +0100
Subject: [UKUUG-Announce] UKUUG - Tutorial (Request Tracker) - 16th October
List-Id: "Announcements from the UKUUG. No membership needed"
UKUUG announces the first of a number events planned for the autumn....
Tutorial: Request Tracker
Tutor: Jesse Vincent — (President, Best Practical Solutions LLC)
Tuesday 16th October 2007, London
RT is an enterprise-grade ticketing system which enables a
group of people to intelligently and efficiently manage tasks,
issues, and requests submitted by a community of users.
The RT platform has been under development since 1996, and
is used by systems administrators, customer support staffs,
IT managers, developers and marketing departments at thousands
of sites around the world.
Written in object-oriented Perl, RT is a high-level, portable,
platform independent system that eases collaboration within
organizations and makes it easy for them to take care of
RT manages key tasks such as the identification, prioritization,
assignment, resolution and notification required by
enterprise-critical applications including project management,
help desk, NOC ticketing, CRM and software development.
This comprehensive session will cover:
RT's system architecture
A guided tour of the RT source code
Extension mechanisms you can use to customize RT
How to tie RT into your existing authentication infrastructure
Bulding your own tools that talk to the RT backend
Automating common procedures
Customizing RT's workflow to match your own
How to write custom reports based on RT's data
For more information please visit:
Places at this tutorial are limited and early booking is essential.
[ ... ]
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