| 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.
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Biting the hand that feeds IT 
Published by: O'REILLY & ASSOCIATES