[rt-users] [rt-announce] Register now for Request Tracker (RT) training in New York this October!
Greetings! Our third training for 2013 will be held in New York, NY on October 8th and 9th. As we like to keep class sizes relatively intimate, register soon or we may not be able to guarantee you a seat. If you can't make it to this training session, feel free to drop us a line to suggest locations for the future. This training will introduce you to the new features in RT 4.2 as part of a comprehensive overview of RT. Whether you're an old hand at RT or a recent convert, you'll have a good understanding of all of RT's features and functionality by the end of the session. The first day starts off with a tour of RT's web interface and continues with a detailed exploration and explanation of RT's functionality, aimed at non-programmer RT administrators. We'll walk through setting up a common helpdesk configuration, from rights management, constructing workflows and notifications, and the basics of Lifecycles. The second day of training picks up with server-side RT administration and dives into what you need to safely customize and extend RT. We'll cover upgrading and deploying RT, database tuning, advanced Lifecycle configurations, writing tools with RT's API, building an extension, and demonstrate how to extensibly alter the web UI and internal functions. It goes without saying that you'll get the most out of training if you attend both days of the course, but we've designed the material so that you can step out after the first day with a dramatically improved understanding of how to use RT or show up on the second day and get quickly up to speed on how to make RT do your bidding. Each class includes training materials, a continental breakfast, and an afternoon snack (lunch is not provided). If you'd like to pay with Visa, MasterCard or Discover, please visit Best Practical's online store at https://shop.bestpractical.com/#Training. Unfortunately we are unable to accept American Express or PayPal. If you'd prefer to pay with a purchase order, please email us at train...@bestpractical.com. Be sure to include: * If you want to attend both days or a single day * Full names and email addresses of attendees Please also contact us at train...@bestpractical.com for discounted pricing if you are from an academic institution or if you'd like to send more than 3 people. As always, feel free to drop us a line if you have any other questions. Have a great day! The Team at BPS___ rt-announce mailing list rt-annou...@lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce
[rt-users] A few general questions
I have setup RT 4.0.17 on Centos 6.4 with RT::External:Auth for our ldap along with RT-mailgate and the corresponding email command stuff. All that is working, as best I can tell. We are currently testing only a single queue so we can just have one single email address users can send to and from there our manager can delegate it to whomever they deem needed. However I have a few questions. 1. How do you setup the "manager" account? Basically one that can delegate tickets to others, but still have it to where we can take ownership without their intervention if needed. 2. Is there an easy way to get statistics of number of tickets worked by each individual staff member 3. Is there a good place to read up on the various permissions and such I would need to set to allow my staff and I to do stuff. I have found hit and miss documentation in the wikia but nothing all inclusive. -- Donny B.
Re: [rt-users] A few general questions
> 1. How do you setup the "manager" account? Basically one that can delegate > tickets to others, but still have it to where we can take ownership without > their intervention if needed. Try configuring a global group called Staff (or something similar) and then assigning it global rights. This would represent your cross-queue staff members such as your IT staff who need these rights in any queue. Then you could create a group (e.g., $QUEUE-Staff) and then assign them appropriate rights to their queue. In a situation where you have many queues (Building Maintenance, Help Desk, Change Requests, etc), members of your global group would have rights to all of those queues and could act as queue independent staff. Members of the $QUEUE-Staff groups would have rights specific to their queue and would function in a similar manner. Just be aware that if you follow this scheme and you need to restrict the rights of the Staff group, you'll have to go back in after the fact and assign it per-queue rights. > 2. Is there an easy way to get statistics of number of tickets worked by each > individual staff member You should be able to look at charts in the search functionality. 3. Is there a good place to read up on the various > permissions and such I would need to set to allow my staff and I to do stuff. > I > have found hit and miss documentation in the wikia but nothing all inclusive. Try reading the http://requesttracker.wikia.com/wiki/RightsQuickStart and the http://requesttracker.wikia.com/wiki/Group Wikis. Other than that, if your RT instance is in a virtualized environment - I'd recommend taking a snapshot and just playing around with Rights and Groups until you get a good feel for it and then just roll back when you're done.
