Free Trial

Safari Books Online is a digital library providing on-demand subscription access to thousands of learning resources.


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.

Subscriber Reviews

Average Rating: 3.8 out of 5 rating Based on 5 Ratings

"Obsolete and not useful" - by Anonymous on 23-APR-2012
Reviewer Rating: 1 star rating2 star rating3 star rating4 star rating5 star rating
Apart the fact that the book talk about of an old version of Request Tracker the real problem is that the book show only easy things that can be guessed by using the interface.

It does not talk about more complex topics, or even simple ones like: how do I remove a permission?

Report as Inappropriate

"RT Essentials" - by Ryan Frantz on 05-OCT-2010
Reviewer Rating: 1 star rating2 star rating3 star rating4 star rating5 star rating
This book was a great read.  It included a solid foundation in the RT system's functionality and provided detailed descriptions of the system's internals.  I really liked the "Yoyodyne" examples as they help the reader get an idea of the ways that RT's features can be applied.  The "todo" queue was a great idea; I have too much paper on my desk as it is!

One topic that I would have liked to see, however, was a discussion about creating management reports that would help gauge the effectiveness of the system and its use by department.  I know that I can query the data from an SQL-based solution; having a reporting section with relevant examples would have rounded out this book.

Overall, this is a good book for those that want to get their feet wet.

UPDATE (10/5/2010)
As I've been testing RT more and more, I'm finding there are more features I want to take advantage of.  In particular, it's REST API.  I came back to this book to see what it covers.  Other than a passing reference to its REST API, nothing else is covered.  This book needs a revision to cover this feature so that those of us that want to automate ticket creation can do so.  It's off to the man pages, wikis, and support forums for me.

Report as Inappropriate

"It is what it says" - by mwhipple on 08-NOV-2009
Reviewer Rating: 1 star rating2 star rating3 star rating4 star rating5 star rating
A solid guidebook to practical use of RT (the software itself is certainly recommended).  This books covers all of the basics of standard use (both Web and CLI) while giving a taste of possibile customization and extensibility.

I was hoping for more of the technical/hacking side and somewhat lament the lack of any mention of RTFM, but, (again) the name of the book is RT Essentials and it does a fine job of getting end users up and running.  

Report as Inappropriate

Table of Contents



The publisher has provided additional content related to this title.


Visit the catalog page for RT Essentials

  • Catalog Page

Visit the errata page for RT Essentials

  • Errata