Index

A note on the digital index

A link in an index entry is displayed as the section title in which that entry appears. Because some sections have multiple index markers, it is not unusual for an entry to have several links to the same section. Clicking on any link will take you directly to the place in the text in which the marker appears.

Symbols

$CanonicalizeEmailAddressMatch, Incoming Mail Gateway Configuration

$CanonicalizeEmailAddressReplace, Incoming Mail Gateway Configuration

$DateDayBeforeMonth, RT Date Handling Options (for Time::ParseDate)

$DefaultSearchResultFormat, Web Interface Configuration

$EmailOutputEncoding, RT UTF-8 Settings

$EmailSubjectTagRegex, Base Configuration

$FriendlyFromLineFormat, Outgoing Mail Configuration

$FriendlyToLineFormat, Outgoing Mail Configuration

$LogoURL, Web Interface Configuration

$LoopsToRTOwner, Incoming Mail Gateway Configuration

$MaxAttachmentSize, Incoming Mail Gateway Configuration

$MessageBoxWidth, Web Interface Configuration

$MessageBoxWrap, Web Interface Configuration

$MinimumPasswordLength, Base Configuration

$NotifyActor, Outgoing Mail Configuration

$object->CurrentUser(), Other Objects and Globals

$Organization, Base Configuration

$ParseNewMessageForTicketCCs, Incoming Mail Gateway Configuration

$PreferRichText, Web Interface Configuration

$RecordOutgoingEmail, Outgoing Mail Configuration

$RedistributeAutoGeneratedMessages, Web Interface Configuration

$RTAddressRegexp, Incoming Mail Gateway Configuration

$rtname, Base Configuration

$SendmailPath, Outgoing Mail Configuration

$StoreLoops, Incoming Mail Gateway Configuration

$TruncateLongAttachments, Incoming Mail Gateway Configuration

$TrustHTMLAttachments, Web Interface Configuration

$UseFriendlyFromLine, Outgoing Mail Configuration

$UseFriendlyToLine, Outgoing Mail Configuration

$WebExternalAuth, Web Interface Configuration

$WebFallbackToInternalAuth, Web Interface Configuration

$WebNoAuthRegex, Web Interface Configuration

/bin/sh, Shell Functions

@EmailInputEncodings, RT UTF-8 Settings

@LexiconLanguages, RT UTF-8 Settings

A

access control, Features of a Ticketing System, Roles, Access Control, Access Control

custom fields, Access Control

queues, Roles

ticketing system quality, Features of a Ticketing System

accessibility, Features of a Ticketing System

ticketing system qualities, Features of a Ticketing System

accountants, What Ticketing Does for Your Team

ticketing system benefit, What Ticketing Does for Your Team

ACEs, ACE

ACLs, ACLs, Groups, ACLs , Groups, ACLs, Custom Fields, Human Resources, Groups, Scrips, Links, ACL

(Access Control Lists), ACLs

configuration examples, ACLs , Groups, ACLs, Custom Fields, Human Resources, Groups

customer service, Groups

emergency support, ACLs

finance, Groups

human resources, Human Resources

sales inquiries, Custom Fields

software engineering, ACLs

example configurations, Groups

HelpDesk, Groups

paperless office, Scrips

RT architecture, Links

actions, Actions, Custom Conditions

scrips, Actions, Custom Conditions

custom, Custom Conditions

Admin Comment template, Templates

administration, Administrative Tasks, Administrative Tasks, Creating and Updating Users , Groups, Disabling a Group , Changing Group Membership, Queues , Roles, Roles, Scrips, Scrips, Custom Fields , Access Control, Tying Custom Fields to Objects, Track Email Sent, Backing Up RT, Backing Up the RT Application, Backing Up the RT Application, Restoring RT Data, Postgres, Recover SuperUser Privileges

backup, Backing Up RT, Backing Up the RT Application

data, Backing Up RT

RT application, Backing Up the RT Application

custom fields, Scrips, Custom Fields , Access Control, Tying Custom Fields to Objects

access control, Access Control

set up, Scrips

tying to objects, Tying Custom Fields to Objects

daily management, Track Email Sent

reporting failed login, Track Email Sent

groups, Groups, Disabling a Group , Changing Group Membership

creating, Disabling a Group

membership change, Changing Group Membership

queues, Queues , Roles, Roles, Scrips

access control, Roles

roles, Roles

scrips, Scrips

restores, Backing Up the RT Application, Restoring RT Data, Postgres, Recover SuperUser Privileges

data, Postgres

lost administrative password, Restoring RT Data

SuperUser privileges, Recover SuperUser Privileges

users, Administrative Tasks, Creating and Updating Users

creating, Administrative Tasks

updating, Creating and Updating Users

aliases, CLI scripts, Shell Aliases

Apache, web server configuration, Logging

API (Application Programming Interface), API, API, DBIx::SearchBuilder, Database Considerations, Id , Joins

databases, Database Considerations, Id , Joins

Id, Id

transactions, Joins

DBIx::SearchBuilder, API, DBIx::SearchBuilder

multiple record handling, DBIx::SearchBuilder

API (Application Programming Interface) (continued), How It Works, DBIx::SearchBuilder::Record, RT Codebase, Exceptions

DBIx::SearchBuilder:Handle, How It Works

DBIx::SearchBuilder:Record, DBIx::SearchBuilder::Record

object-oriented codes, RT Codebase, Exceptions

error handling, Exceptions

application platform libraries, Quick Overview

RT layers, Quick Overview

approvals, A Simple Workflow

scrips, A Simple Workflow

architecture, Quick Overview, Filesystem Layout, Logical and Object Model, Logical and Object Model, Users, Users, Groups, Groups, Principals , Principals , GroupMembers , GroupMembers , CachedGroupMembers , CachedGroupMembers , ACL, ACL, Links, Links, Attributes, Attributes, Transactions, Transactions, Attachments, Attachments, CustomFields, CustomFields, CustomFieldValues, CustomFieldValues, ObjectCustomFields , ObjectCustomFields , ObjectCustomFieldValues , ObjectCustomFieldValues , ObjectCustomFieldValues , ObjectCustomFieldValues , Queues, Queues, Scrips, Scrips, Templates, Templates, ScripActions, ScripActions, ScripConditions , ScripConditions , ScripConditions

filesystem layout, Filesystem Layout

logical model, Logical and Object Model, Users, Groups, Principals , GroupMembers , CachedGroupMembers , ACL, Links, Attributes, Transactions, Attachments, CustomFields, CustomFieldValues, ObjectCustomFields , ObjectCustomFieldValues , ObjectCustomFieldValues , Queues, Scrips, Templates, ScripActions, ScripConditions

ACLs, ACL

Attachment table, Attachments

Attributes table, Attributes

CachedGroupMembers, CachedGroupMembers

CustomFields, CustomFields

CustomFieldValues table, CustomFieldValues

GroupMembers, GroupMembers

groups, Groups

Links table, Links

ObjectCustomFields, ObjectCustomFields

ObjectCustomFieldValues, ObjectCustomFieldValues

Principals, Principals

Queue, Queues

ScripActions, ScripActions

ScripConditions, ScripConditions

scrips, Scrips

templates, Templates

tickets, ObjectCustomFieldValues

transactions, Transactions

users, Users

object model, Logical and Object Model, Users, Groups, Principals , GroupMembers , CachedGroupMembers , ACL, Links, Attributes, Transactions, Attachments, CustomFields, CustomFieldValues, ObjectCustomFields , ObjectCustomFieldValues , ObjectCustomFieldValues , Queues, Scrips, Templates, ScripActions, ScripConditions

ACLs, ACL

Attachment table, Attachments

Attributes table, Attributes

CachedGroupMembers, CachedGroupMembers

CustomFields, CustomFields

CustomFieldValues table, CustomFieldValues

GroupMembers, GroupMembers

groups, Groups

Links table, Links

ObjectCustomFields, ObjectCustomFields

ObjectCustomFieldValues, ObjectCustomFieldValues

Principals, Principals

Queue, Queues

ScripActions, ScripActions

ScripConditions, ScripConditions

scrips, Scrips

templates, Templates

tickets, ObjectCustomFieldValues

transactions, Transactions

users, Users

RT layers, Quick Overview

Attachment table, Attachments

RT architecture, Attachments

attachments, Attachment

attachments attributes, Finding a Ticket

attribute changes, Replying to (and Commenting on) a Ticket

attributes, Finding a Ticket

Attributes table, Transactions

RT architecture, Transactions

audits, tickets, Replying to (and Commenting on) a Ticket

authentication, Logging in to RT

logging in, Logging in to RT

B

backups, Backing Up RT, Backing Up the RT Application

data, Backing Up RT

RT application, Backing Up the RT Application

bash, Shell Functions

Basics category, ticket display page, Ticket Display Page

bin/ file, Filesystem Layout

body, tickets, Body

bosses, ticketing system benefit, What Ticketing Does for Your Boss

Bourne-like shells, Shell Functions

functions, Shell Functions

bracket notation, Bracket notation

bugs, Network Security, Reporting Bugs

reporting, Reporting Bugs

tracking, Network Security

ticketing system use, Network Security

C

CachedGroupMembers, architecture, CachedGroupMembers

CLI, Command-Line Interface, Command-Line Interface, Running the CLI, Creating a Ticket, Finding a Ticket, Replying to a Ticket, Editing a Ticket, Searching for Tickets, Command-Line Help, The Shell, Shell Functions, MIME , Command-Line Action Reference, Command-Line Action Reference, list, show, Configuration, Configuration, Configuration Files

(command-line interface), Running the CLI

configuration options, Configuration, Configuration, Configuration Files

configuration files, Configuration Files

environment variables, Configuration

create, Command-Line Action Reference

creating ticket, Creating a Ticket

edit, Command-Line Action Reference

editing ticket, Editing a Ticket

finding ticket, Finding a Ticket

help, Command-Line Help

list, list

replying to ticket, Replying to a Ticket

running, Command-Line Interface

scripting, Shell Functions, MIME

functions, Shell Functions

MIME, MIME

searching for ticket, Searching for Tickets

shell, The Shell

show, show

codes, RT Codebase, DevelMode, Quieting warnings, Profiling

modification, DevelMode, Quieting warnings

overlays, Quieting warnings

object-oriented, RT Codebase

profiling, Profiling

commands, Deletions, Creating a Ticket, Creating a Ticket, Replying to a Ticket, Editing a Ticket, Searching for Tickets, Command-Line Help, The Shell, Creating and Updating Users , Creating and Updating Groups, Queues , Custom Fields , Backing Up RT’s Data, Backing Up RT’s Data, Command-Line Action Reference, Command-Line Action Reference, list, show

Configuration menu, Creating and Updating Users , Creating and Updating Groups, Queues , Custom Fields

Custom Fields, Custom Fields

Groups, Creating and Updating Groups

Queues, Queues

Users, Creating and Updating Users

correspond, Replying to a Ticket

create, Creating a Ticket, Command-Line Action Reference

edit, Editing a Ticket, Command-Line Action Reference

help, Command-Line Help

list, Searching for Tickets, list

mysqldump, Backing Up RT’s Data

pg_dump, Backing Up RT’s Data

shell, The Shell

show, Deletions, Creating a Ticket, show

deletions, Deletions

comments, tickets, Replying to (and Commenting on) a Ticket

community, RT, RT Community

components, ticketing system, Why “Ticket”?

conditions, Conditions, Custom Conditions, Scrip

scrips, Conditions, Custom Conditions

custom, Custom Conditions

configuration, Step 2: Download the RT Source Tarball, File ownership configuration , File ownership configuration , Database configuration , Perl configuration

RT, Step 2: Download the RT Source Tarball, File ownership configuration , File ownership configuration , Database configuration , Perl configuration

database, Database configuration

file ownership, File ownership configuration

general, File ownership configuration

Perl, Perl configuration

Configuration menu commands, Creating and Updating Users , Disabling a Group , Queues , Custom Fields

Custom Fields, Custom Fields

Group, Disabling a Group

Queues, Queues

Users, Creating and Updating Users

configurations, Configuring Your Web Server, FastCGI , Serving RT Behind a Proxy Webserver, Standalone Server, Mailgate Options, Network and Server Operations, Network and Server Operations, Customer Service, Emergency Support, ACLs, Human Resources, Finance, Custom Fields, Configuration, Environment Variables, Configuration Files, Logging

CLI, Configuration, Environment Variables, Configuration Files

configuration files, Configuration Files

environment variables, Configuration

example, Network and Server Operations, Network and Server Operations, Customer Service, Emergency Support, ACLs, Human Resources, Finance, Custom Fields

customer service, Customer Service

emergency support, Emergency Support

finance, Finance

human resources, Human Resources

network operations, Network and Server Operations

paperless office, Custom Fields

sales inquiries, ACLs

server operations, Network and Server Operations

inbound email, Mailgate Options

outbound email, Standalone Server

RT, Logging

logging, Logging

web server, Configuring Your Web Server, FastCGI , Serving RT Behind a Proxy Webserver

Apache, Configuring Your Web Server

FastCGI, FastCGI

proxy web server, Serving RT Behind a Proxy Webserver

content attributes, Finding a Ticket

control, Roles

Core Perl module, Configuration Files

correspond command, Replying to a Ticket

correspondence, tickets, Replying to (and Commenting on) a Ticket

CPAN, web site, Configuration Files

create command, Creating a Ticket, ACE

custom fields, Custom Fields , Access Control, Custom Fields, Queue

access control, Access Control

custom scrips, Other Objects and Globals

customer service, Sales Lead Tracking, Custom Fields, Groups, Groups, Scrips

configuration example, Custom Fields, Groups, Groups, Scrips

ACLs (Access Control Lists), Groups

custom fields, Custom Fields

groups, Groups

scrips, Scrips

ticketing system use, Sales Lead Tracking

CustomFields, CustomFields

RT architecture, CustomFields

CustomFieldValues table, CustomFieldValues

RT architecture, CustomFieldValues

D

data, Backing Up RT’s Data

backup, Backing Up RT’s Data

Database Perl module, Configuration Files

databases, A Database, Database configuration , Step 7: Install, Exceptions, Id , Module::Install::RTxModule::Install::RTx

configuration, Database configuration

RT requriements, A Database

SQL, Exceptions, Id

Id, Id

updates, Module::Install::RTxModule::Install::RTx

dates, Dates

Dates category, Ticket Display Page

tickets display page, Ticket Display Page

DBI, RT layers, Quick Overview

DBIx, SearchBuilder, RT layers, Quick Overview

DBIx::SearchBuilder, API

DBIx::SearchBuilder:Handle, How It Works

debugging, Debugging

dependency management, Features of a Ticketing System

ticketing system quality, Features of a Ticketing System

DevelMode, DevelMode, DevelMode

development, DevelMode, DevelMode, Quieting warnings, Access Control, Profiling, Debugging, RT’s Test Infrastructure, RT’s Test Infrastructure, RT’s Test Infrastructure, Tests Extracted from Modules, Writing Tests, Internationalization, Localizing RT, RT Community

access control, Access Control

code modification, DevelMode, Quieting warnings

overlays, Quieting warnings

debugging, Debugging

DevelMode, DevelMode

internationalization, Internationalization, Localizing RT

code writing, Internationalization

localization, Localizing RT

profiling, Profiling

RT community, RT Community

test infrastructure, RT’s Test Infrastructure, RT’s Test Infrastructure, RT’s Test Infrastructure, Tests Extracted from Modules, Writing Tests

extracted tests, Tests Extracted from Modules

output interpretation, RT’s Test Infrastructure

running text suite, RT’s Test Infrastructure

writing tests, Writing Tests

Development Support Perl module, Configuration Files

display page, Creating a New Ticket

tickets, Creating a New Ticket

downloads, Step 3: Expand the tarball

tarball, Step 3: Expand the tarball

E

ease of use, Features of a Ticketing System

ticketing system quality, Features of a Ticketing System

edit command, Editing a Ticket, ACE

editing tickets, Editing a Ticket

CLI, Editing a Ticket

EDITOR variable, Configuration Files

email, Email Configuration, Conditions

configuration, Email Configuration

scrips, Conditions

emergency support, Scrips, Emergency Support, Emergency Support, Templates

configuration example, Scrips, Emergency Support, Emergency Support, Templates

groups, Emergency Support

scrips, Scrips

template, Templates

environment variables, Configuration

escalating tickets, Replying to (and Commenting on) a Ticket

etc/ file, Unicode

F

FastCGI Perl module, Configuration Files

FastCGI, web server configuration, mod_perl 1.x v. mod_perl 2.x

files, Configuration Files

CLI configuration, Configuration Files

filesystems, layout, Filesystem Layout

finance, Finance, Custom Fields, Scrips

configuration example, Finance, Custom Fields, Scrips

custom fields, Custom Fields

scrips, Scrips

finding tickets, Finding a Ticket

CLI, Finding a Ticket

flexible views, ticketing system quality, Features of a Ticketing System

functions, shell scripting, Scripting RT

G

GroupMembers, architecture, Principals

groups, Groups, Access Control, Groups, Groups

architecture, Groups

granting rights to queue, Access Control

H

help command, The Shell

help, CLI, The Shell

HelpDesk, Custom Fields, Scrips

configuration example, Custom Fields, Scrips

custom fields, Custom Fields

scrips, Scrips

history, tickets, Replying to (and Commenting on) a Ticket, Watchers, Priority

Hook::LexWrap, Hook::LexWrap

HTTP Clients, RT layers, Filesystem Layout

human resources, Human Resources, Human Resources, Groups, Templates

configuration example, Human Resources, Human Resources, Groups, Templates

ACLs (Access Control Lists), Human Resources

groups, Groups

scrips, Templates

I

I18N Framework, How RT’s I18N Framework I18N Framework

Id, SQL database, Database Considerations

installation, Installation, Installation, A Database, A Web Server, Perl Modules, Starting the Installation, Step 3: Expand the tarball , File ownership configuration , File ownership configuration , Database configuration , Perl configuration, Step 6: Check for RT’s Perl Dependencies, Site Configuration, Logging, Logging, Serving RT Behind a Proxy Webserver, Installation Problems, Installation Complete

common problems, Installation Problems

completing, Installation Complete

configuring RT, Step 3: Expand the tarball , File ownership configuration , File ownership configuration , Database configuration , Perl configuration

database, Database configuration

file ownership, File ownership configuration

general, File ownership configuration

Perl, Perl configuration

machine location selection, Starting the Installation

Perl dependencies, Step 6: Check for RT’s Perl Dependencies

requirements, Installation, A Database, A Web Server, Perl Modules

database, A Database

Perl modules, Perl Modules

web server, A Web Server

site configuration file, Site Configuration, Logging

logging, Logging

web server, Logging, Serving RT Behind a Proxy Webserver

configuration, Logging

proxy web server, Serving RT Behind a Proxy Webserver

internationalization, Internationalization, How RT’s I18N Framework I18N Framework, Localizing RT

code writing, Internationalization

I18N Framework, How RT’s I18N Framework I18N Framework

localization, Localizing RT

J

Joins, Joins

Jumbo form, Ticket Display Page

K

ksh, Shell Functions

L

lib/ file, Filesystem Layout

licensing, Licensing

Links category, ticket display page, Replying to (and Commenting on) a Ticket

list command, ACE

local/ file, Unicode

localization, Localizing RT

Log::Dispatch, Debugging

logging, Debugging, Logging

configuration, Logging

logging in, Logging in to RT

logical model, Logical and Object Model, Users, Groups, Principals , GroupMembers , CachedGroupMembers , ACL, Links, Attributes, Transactions, Attachments, CustomFields, CustomFieldValues, ObjectCustomFields , ObjectCustomFieldValues , ObjectCustomFieldValues , Queues, Scrips, Templates, ScripActions, ScripConditions

ACLs, ACL

Attachment table, Attachments

Attributes table, Attributes

CachedGroupMembers, CachedGroupMembers

CustomFields, CustomFields

CustomFieldValues table, CustomFieldValues

GroupMembers, GroupMembers

groups, Groups

Links table, Links

ObjectCustomFields, ObjectCustomFields

ObjectCustomFieldValues, ObjectCustomFieldValues

Principals, Principals

Queue, Queues

ScripActions, ScripActions

ScripConditions, ScripConditions

scrips, Scrips

templates, Templates

tickets, ObjectCustomFieldValues

transactions, Transactions

users, Users

M

Mail gateway / CLI Perl module, Configuration Files

mailgate, Configuring Inbound Email, Mailgate Options, Mailgate Options, Using the mailgate with qmail , Using the mailgate with procmail

options, Mailgate Options

Postfix, Mailgate Options

procmail, Using the mailgate with procmail

qmail, Using the mailgate with qmail

Sendmail, Configuring Inbound Email

Managing And Using MySQL (italic), Starting the Installation

Mason handler, RT layers, Filesystem Layout

Mason Perl module, Configuration Files

metadata, tickets, Ticket Display Page

Module::Install::RTx, Module::Install::RTxModule::Install::RTx

modules, Perl, Configuration Files

mod_perl 1.x Perl module, Configuration Files

mod_perl 2.x Perl module, Configuration Files

MTA (Mail Transfer Agent), Configuring Outbound Email

multi-users, ticketing system qualities, Features of a Ticketing System

MySQL, Backing Up RT

data backup, Backing Up RT

mysqldump command, Backing Up RT

N

network operations, Network and Server Operations, Custom Fields, Custom Fields, Scrips

configuration example, Network and Server Operations, Custom Fields, Custom Fields, Scrips

custom fields, Custom Fields

groups, Custom Fields

scrips, Scrips

New Ticket In button, Creating a New Ticket

New User command (Configuration menu), Creating and Updating Users

new user page, Creating and Updating Users

notifications, ticketing system quality, Ticketing Helps Everybody

O

object model, Logical and Object Model, Users, Groups, Principals , GroupMembers , CachedGroupMembers , ACL, Links, Attributes, Transactions, Attachments, CustomFields, CustomFieldValues, ObjectCustomFields , ObjectCustomFieldValues , ObjectCustomFieldValues , Queues, Scrips, Templates, ScripActions, ScripConditions

ACLs, ACL

Attachment table, Attachments

Attributes table, Attributes

CachedGroupMembers, CachedGroupMembers

CustomFields, CustomFields

CustomFieldValues table, CustomFieldValues

GroupMembers, GroupMembers

groups, Groups

Links table, Links

ObjectCustomFields, ObjectCustomFields

ObjectCustomFieldValues, ObjectCustomFieldValues

Principals, Principals

Queue, Queues

ScripActions, ScripActions

ScripConditions, ScripConditions

scrips, Scrips

templates, Templates

tickets, ObjectCustomFieldValues

transactions, Transactions

users, Users

object-oriented codes, RT Codebase

ObjectCustomFieldValues, RT architecture, ObjectCustomFieldValues

objects, Finding a Ticket, Gritty Details, Gritty Details

tickets, Gritty Details

transactions, Gritty Details

Oracle, Backing Up RT

data backup, Backing Up RT

Oracle Essentials (italic), Starting the Installation

output, test interpretation, RT’s Test Infrastructure

overlays, Quieting warnings

P

paperless office, Custom Fields

configuration example, Custom Fields

custom fields, Custom Fields

passwords, Logging in to RT

logging in, Logging in to RT

patches, RT Community

People category, ticket display page, Ticket Display Page

Perl, Perl Modules, Database configuration , Perl configuration, Required Perl Module Dependencies

configuration, Database configuration

dependencies, Perl configuration

modules, Required Perl Module Dependencies

RT installation requirements, Perl Modules

modules, Perl Modules

pg_dump command, Backing Up RT

PostgreSQL, data backup, Backing Up RT

Practical PostgreSQL (italic), Starting the Installation

principals, Principals

priorities, tickets, Escalating a Ticket, Priority

procmail, Using the mailgate with procmail , Using the mailgate with procmail

mailgate, Using the mailgate with procmail

web site, Using the mailgate with procmail

profiling, Profiling

proxy web server, configuration, Serving RT Behind a Proxy Webserver

Q

qmail, Configuring Outbound Email, Using the mailgate with Sendmail or Postfix

mailgate, Using the mailgate with Sendmail or Postfix

queries, CLI, Searching for Tickets

queue, Queue

Queue, architecture, Queues

queues, Queues , Roles, Roles, Access Control

access control, Roles

roles, Roles

watchers, Access Control

R

relationships, Relationships

Reply link, Replying to (and Commenting on) a Ticket

replys, tickets, Replying to (and Commenting on) a Ticket, Replying to a Ticket

CLI, Replying to a Ticket

requirements, Installation, A Database, A Web Server

installation, Installation, A Database, A Web Server

database, A Database

web server, A Web Server

restores, Postgres

data, Postgres

rights, access control, Adding a new right

root users, Logging in to RT

RT Wiki web site, Installation Complete

RT, Nobody(), Why RT?, Logging

configuration, Logging

logging, Logging

reasons for, Why RT?

rt-users mailing list, Installation Complete

RT::Base, RT Codebase

RT::Record, RT Codebase

RT::SearchBuilder, RT Codebase

RTCONFIG variable, Configuration Files

RTDEBUG variable, Configuration Files

RTORDERBY variable, Configuration Files

RTPASSWD variable, Configuration Files

RTQUERY variable, Configuration Files

RTSERVER variable, Configuration Files

RTUSER variable, Configuration Files

RT_Config.pm file, Logging

logging, Logging

RT_SiteConfig.pm configuration, Site Configuration, Logging

logging, Logging

S

Safari web site, Starting the Installation

sales inquiries, Groups, Scrips

configuration example, Groups, Scrips

ACLs (Access Control Lists), Groups

scrips, Scrips

sales lead tracking, Sales Lead Tracking

sbin/ file, Filesystem Layout

ScripActions, ScripActions

scrips, How Scrips Work, How Scrips Work, Conditions, Conditions, Actions, Templates, Tickets and Transactions, Tickets and Transactions, Other Objects and Globals, Scrip Stage, Custom Conditions, Examples, Examples, AutoReply with a Password, Emergency Pages, Using TransactionBatch , A Simple Workflow, Scrips, Scrip

actions, Actions

approvals, A Simple Workflow

architecture, Scrips

autoreply with password example, AutoReply with a Password

CC and AdminCC, Conditions

conditions, Conditions

custom, Other Objects and Globals

custom actions, Custom Conditions

custom templates, Examples

emergency pages example, Emergency Pages

stage, Scrip Stage

stolen ticket example, Examples

templates, Templates

ticket object, Tickets and Transactions

transaction object, Tickets and Transactions

TransactionBatch, Using TransactionBatch

transactions, How Scrips Work

scripting, Shell Functions, MIME

CLI, Shell Functions, MIME

functions, Shell Functions

MIME, MIME

searching, tickets, CLIlist command, Searching for Tickets

server operations, Network and Server Operations, Custom Fields, Scrips

configuration example, Network and Server Operations, Custom Fields, Scrips

custom fields, Custom Fields

scrips, Scrips

share/html/ file, Filesystem Layout

shell command, The Shell

shell, CLI, The Shell

show command, Finding a Ticket, ACE

site configuration file, Logging

logging, Logging

site configuration files, Site Configuration

software engineering, Custom Fields, Groups, Groups, ACLs

configuration example, Custom Fields, Groups, Groups, ACLs

ACLs, ACLs

custom fields, Custom Fields

groups, Groups

scrips, Groups

specifications, Finding a Ticket

SQL Database, RT layers, Quick Overview

SQLite, Backing Up RT

data backup, Backing Up RT

staff, selling on ticketing system, Selling It to Staff

status, tickets, Body

subjects, tickets, Ticket

SuperUser, Creating and Updating Groups

T

tarball, Step 2: Download the RT Source Tarball

download, Step 2: Download the RT Source Tarball

templates, Custom Templates, Templates, Templates

architecture, Templates

custom, Custom Templates

test infrastructure, RT’s Test Infrastructure, RT’s Test Infrastructure, RT’s Test Infrastructure, Writing Tests

output interpretation, RT’s Test Infrastructure

running test suite, RT’s Test Infrastructure

writing tests, Writing Tests

ticketing systems, Why “Ticket”?, Sales Lead Tracking, Project Management, Engineering (Bug Tracking), Features of a Ticketing System, Ticketing Helps Everybody, What Ticketing Does for Your Team, What Ticketing Does for Your Accountants, What Ticketing Does for Your Boss, Why RT?

benefits, Ticketing Helps Everybody, What Ticketing Does for Your Team, What Ticketing Does for Your Accountants, What Ticketing Does for Your Boss

accountants, What Ticketing Does for Your Accountants

boss, What Ticketing Does for Your Boss

team, What Ticketing Does for Your Team

user, Ticketing Helps Everybody

components, Why “Ticket”?

features, Features of a Ticketing System

reason to use RT, Why RT?

uses, Sales Lead Tracking, Project Management, Engineering (Bug Tracking)

bug tracking, Engineering (Bug Tracking)

project management, Project Management

sales lead tracking, Sales Lead Tracking

Tickets, Why “Ticket”?

tickets, Creating a New Ticket, Ticket Display Page, Replying to (and Commenting on) a Ticket, Replying to (and Commenting on) a Ticket, Running the CLI, Finding a Ticket, Replying to a Ticket, Editing a Ticket, Searching for Tickets, Access Control, Gritty Details, Filesystem Layout, Ticket

creating, Creating a New Ticket, Running the CLI

CLI, Running the CLI

customizing fields, Access Control

access control, Access Control

display page, Ticket Display Page

editing, Editing a Ticket

CLI, Editing a Ticket

escalating, Replying to (and Commenting on) a Ticket

finding, Finding a Ticket

CLI, Finding a Ticket

replying to, Replying to a Ticket

CLI, Replying to a Ticket

replys, Replying to (and Commenting on) a Ticket

RT system libraries, Filesystem Layout

scrips, Gritty Details

searching for, Searching for Tickets

CLI, Searching for Tickets

transactions, Ticket Display Page, How Scrips Work, Gritty Details, Body

scrips, How Scrips Work, Gritty Details

tickets, Ticket Display Page

type/id forms, Replying to a Ticket

U

Unicode, Unicode

updating, Administrative Tasks, Creating and Updating Groups, Module::Install::RTxModule::Install::RTx

database, Module::Install::RTxModule::Install::RTx

groups, Creating and Updating Groups

users, Administrative Tasks

upgrades, RT, Site Configuration

usernames, Logging in to RT

users, Administrative Tasks, Creating and Updating Users , Users, Users

architecture, Users

creating, Administrative Tasks

updating, Creating and Updating Users

Users command (Configuration menu), Creating and Updating Users

V

var/ file, Filesystem Layout

variables, Configuration

environment, Configuration

VISUAL variable, Configuration Files

W

warnings, Quieting warnings

watchers, Access Control, Watchers

queue, Access Control

web servers, Configuring Your Web Server, FastCGI , Serving RT Behind a Proxy Webserver

configuration, Configuring Your Web Server, FastCGI , Serving RT Behind a Proxy Webserver

Apache, Configuring Your Web Server

FastCGI, FastCGI

proxy web server, Serving RT Behind a Proxy Webserver

web sites, A Database, A Database, A Database, A Database, Step 1: Choose a Machine and Location, Configuring Outbound Email, Configuring Outbound Email, Configuring Outbound Email, Using the mailgate with procmail , Installation Problems, Installation Complete, Required Perl Module Dependencies

CPAN, Required Perl Module Dependencies

MySQL, A Database

Oracle, A Database

postfix, Configuring Outbound Email

PostgreSQL, A Database

procmail, Using the mailgate with procmail

RT Wiki, Installation Problems

rt-users mailing list, Installation Complete

Safari, Step 1: Choose a Machine and Location

sendmail, Configuring Outbound Email

SQLite, A Database

workflow, customizing, ticketing system quality, Ticketing Helps Everybody