[UKUUG-Announce] UKUUG - RT Tutorial - October 2007

Jane Morrison office at ukuug.org
Wed Sep 5 15:04:09 BST 2007


UKUUG announces the first of a number events planned for the autumn....

Tutorial: Request Tracker 

Tutor:  Jesse Vincent — (President, Best Practical Solutions LLC)

Tuesday 16th October 2007, London

RT is an enterprise-grade ticketing system which enables a group of people to 
intelligently and efficiently manage tasks, issues, and requests submitted by 
a community of users.

The RT platform has been under development since 1996, and is used by systems 
administrators, customer support staffs, IT managers, developers and 
marketing departments at thousands of sites around the world. 

Written in object-oriented Perl, RT is a high-level, portable, platform 
independent system that eases collaboration within organizations and makes it 
easy for them to take care of their customers. 

RT manages key tasks such as the identification, prioritization, assignment, 
resolution and notification required by enterprise-critical applications 
including project management, help desk, NOC ticketing, CRM and software 
development.

This comprehensive session will cover: 

RT's system architecture
A guided tour of the RT source code
Extension mechanisms you can use to customize RT
How to tie RT into your existing authentication infrastructure
Bulding your own tools that talk to the RT backend
Automating common procedures
Customizing RT's workflow to match your own
How to write custom reports based on RT's data

For more information please visit:

http://www.ukuug.org/events/rt/

Places at this tutorial are limited and early booking is essential.

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