Scandinavian Perl Workshop 2003


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Abstract

Presentation: RT: Request Tracker, Jesse Vincent

Introduction
RT is an industrial-grade ticketing system. It lets a group of people intelligently and efficiently manage requests submitted by a community of users. RT is used by systems administrators, customer support staffs, NOCs, developers and even marketing departments at over a thousand sites around the world.

How it works
Many sites have RT set up something like this:
(The workflow is quite flexible and RT can easily be customized to work well for your organization.)

  • Someone sends email to help@example.com reporting a problem or issue.
  • RT records the new issue in its database and sends the user an electronic "ticket stub" which he can refer to in further correspondence about this issue.
  • RT forwards the email to a set of staff members.
  • One of the staff members takes ownership of the issue and drafts a reply to the user, which RT automatically records and forwards to the user.
  • The staff member resolves the ticket and heads down to the pub for a pint.

URLs
http://www.bestpractical.com/

If you would like to be a speaker on the Scandinavian Perl Workshop, please read the Call For Papers or contact us at <contact@copenhagen.pm.org>.



Copenhagen Perl Mongers   Stockholm Perl Mongers The first Scandinavian Perl Workshop is a joint venture between DKUUG and the Copenhagen and the Stockholm Perl Mongers. DKUUG

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