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RT Essentials [Englisch] [Taschenbuch]

Jesse Vincent Robert Spier Dave Rolsky Darren Chamberlain & Richard Foley
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26. August 2005 Essentials
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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  • Taschenbuch: 216 Seiten
  • Verlag: O'Reilly & Associates; Auflage: 1 (26. August 2005)
  • Sprache: Englisch
  • ISBN-10: 0596006683
  • ISBN-13: 978-0596006686
  • Größe und/oder Gewicht: 1,2 x 17,8 x 22,9 cm
  • Durchschnittliche Kundenbewertung: 2.0 von 5 Sternen  Alle Rezensionen anzeigen (2 Kundenrezensionen)
  • Amazon Bestseller-Rang: Nr. 105.391 in Fremdsprachige Bücher (Siehe Top 100 in Fremdsprachige Bücher)
  • Komplettes Inhaltsverzeichnis ansehen

Mehr über den Autor

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Human factors and usability issues have traditionally played a limited role in security research and secure systems development. Security experts have largely ignored usability issues - both because they often failed to recognize the importance of human factors and because they lacked the expertise to address them. But there is a growing recognition that today's security problems can be solved only by addressing issues of usability and human factors. Increasingly, well-publicized security breaches are attributed to human errors that might have been prevented through more usable software. Indeed, the world's future cyber-security depends upon the deployment of security technology that can be broadly used by untrained computer users. Still, many people believe there is an inherent tradeoff between computer security and usability. It's true that a computer without passwords is usable, but not very secure. A computer that makes you authenticate every five minutes with a password and a fresh drop of blood might be very secure, but nobody would use it. Clearly, people need computers, and if they can't use one that's secure, they'll use one that isn't.

Unfortunately, unsecured systems aren't usable for long, either. They get hacked, compromised, and otherwise rendered useless. There is increasing agreement that we need to design secure systems that people can actually use, but less agreement about how to reach this goal. "Security & Usability" is the first book-length work describing the current state of the art in this emerging field. Edited by security experts Dr. Lorrie Faith Cranor and Dr. Simson Garfinkel, and authored by cutting-edge security and human-computer interaction (HCI) researchers world-wide, this volume is expected to become both a classic reference and an inspiration for future research.

"Security & Usability" groups 34 essays into six parts: Realigning Usability and Security - with careful attention to user-centered design principles, security and usability can be synergistic; Authentication Mechanisms - techniques for identifying and authenticating computer users; Secure Systems - how system software can deliver or destroy a secure user experience; Privacy and Anonymity Systems - methods for allowing people to control the release of personal information; Commercializing Usability: The Vendor Perspective - specific experiences of security and software vendors (e.g.,IBM, Microsoft, Lotus, Firefox, and Zone Labs) in addressing usability; and The Classics - groundbreaking papers that sparked the field of security and usability. This book is expected to start an avalanche of discussion, new ideas, and further advances in this important field.

Über den Autor und weitere Mitwirkende

Dave Rolsky is a programmer, author, and activist with a background in music composition and an obsession with Hong Kong films and the works of author Gene Wolfe. He has been actively developing Free (Perl) Software for several years and is a member of the Mason core development team. For more information about Embedding Perl in HTML with Mason please visit www.masonbook.com, a web site maintained by the authors where additional information and downloadable source code are available. Darren Chamberlain is an active member of the Template Toolkit development team.Richard Foley is an itinerant Perl programmer (since 1996), born in London, currently living near Munich, Bavaria. He fritters most of his time programming in Perl and Oracle, when he could be spending quality time with his family, reading or playing chess, walking or skiing in the nearby Alps. He has a technical illustration background, and has developed applications using Perl and Oracle on UNIX in the Aerospace, Internet and Banking industries. Responsible for maintaining the perlbug database, from 1997 to 2001, he has submitted patches to the Perl debugger, and written the perl debugger tutorial (perldebtut). He is the author of several modules on the CPAN including Oracle::Debug, an interface to the server-side Oracle PL/SQL engine, which was inspired by the Perl debugger. Co-organiser of YAPC::Europe::2002 in Munich, he is a also a member of the YAPC::Europe committee, the group responsible for organizing Perl conferences in Europe. High point was 24,000 feet on Broad Peak in the Karakorum Himalaya and low point 300 feet under the Yorkshire Dales in the North of England. Oh, and even the grey hairs are receding, when his daughters don't pull them out first! Jesse Vincent is the author of RT and the founder of Best Practical Solutions, LLC, a company dedicated to open source tools to help people and organizations keep track of what needs doing, when it gets done, and who does it. Before founding Best Practical, Jesse worked as the Systems lead for a now-defunct dotcom and a software designer at Microsoft. Robert Spier is a software engineer who has been working with RT for almost 7 years. When not managing other engineers at his day job, he moonlights as Best Practical's lead trainer, and maintains the perl.org infrastructure.

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Die hilfreichsten Kundenrezensionen
5 von 6 Kunden fanden die folgende Rezension hilfreich
1.0 von 5 Sternen Absolut unbrauchbar 19. April 2009
Von 409
Das Buch ist absolut unbrauchbar. Die Inhalte in Bezug auf Installation sind veraltet und gehen keinesfalls auf moderne Konfigurationsmöglichkeiten, z.B. Apache2 / fcgi ein, sodass man sich entweder mit veralteten Deployment-Strategien oder aber mit im Web veröffentlichen Installationsdokumentationen zufrieden geben muß. Danach beschreibt das Buch dann in epischer Breite, warum RT entwickelt wurde und wie wichtig es ist, ein Ticketsystem zu benutzen. Die dann folgenden Fallbeispiele sind eigentlich selbsterklärend und daher unnötig ' immerhin möchte man RT installieren, weil man sich bewusst für ein Ticket-System entschieden hat. Was komplett fehlt ist eine Funktionsübersicht und Dokumentation der API. Auch die Schnippsel in Bezug auf CLI usw. ' ich frage mich, was das soll.

Ich habe RT heute gegen OTRS ausgetauscht ' nicht nur, dass das Interface von OTRS wesentlich besser als das von RT ist (vorallem nicht so furchtbar schlechtes Interface-Design und seltsame Rich-Text-Eingabefelder) ' die kostenlos verfügbare Dokumentation von OTRS ist in mehreren Sprachen erhältlich und im Vergleich zur RT hervorragend. Aber auch hier fehlt leider eine vernünftige Referenz und Übersicht über Makros und Template-Variablen.
War diese Rezension für Sie hilfreich?
3.0 von 5 Sternen Guter Überblick über RT 7. März 2014
Format:Kindle Edition|Verifizierter Kauf
Das Buch bietet einen guten Einstieg in RT und dessen reichhaltige Berechtigungswelt. Egal ob für den privaten oder den Enterprise-Einsatz, hier ist für jeden was dabei.
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Die hilfreichsten Kundenrezensionen auf Amazon.com (beta)
Amazon.com: 3.6 von 5 Sternen  13 Rezensionen
17 von 18 Kunden fanden die folgende Rezension hilfreich
4.0 von 5 Sternen Excellent Software, but Average Book 30. April 2006
Von M. Terretta - Veröffentlicht auf Amazon.com
Format:Taschenbuch|Verifizierter Kauf
We've been using RT for several years. As one happy customer mentions at Best Practical's site, managing a project or service driven organization without RT is like watching TV without a TiVo. The software is powerful, flexible, and above all, adaptable to many styles of management for more than just technology projects. No question, the software gets 5 stars.

This book, however, is largely a reorganization of the information provided with the software. If you prefer to read printed materials instead of PDFs or HTML, this book will save you money on printer paper. But if you're looking for best practices, recipies, or enhancements such as those you'll find in the RT Wiki, you may be disappointed. In fact, for most of the advanced capabilities, you are referred by the book to other resources. The book does contain the occasional nugget, such as a half dozen lines of code to truly delete a ticket and related data. With some searching, you'd be able to find those, and better, at the RT Wiki, such as the particuarly valuable contributions from the University of Oslo (do an A9 search for "RT prosjektgruppen").

Compared to most O'Reilly books which set the bar for excellence, this one is merely average. However, I do recommend this book as an introduction for those considering whether it's worthwhile to move to RT from some other enterprise ticketing system, and for techs to give to managers who are more comfortable with hard copies than electronic documents. For any RT admin, it's certainly worthwhile to have documentation printed and organized in an easy reference, considering how much you've saved on the excellent software itself.
13 von 13 Kunden fanden die folgende Rezension hilfreich
3.0 von 5 Sternen Dissappointing 11. Januar 2007
Von S. Holmes - Veröffentlicht auf Amazon.com
I was very dissappointed with RT Essentials. I had been using and administering an older version of RT for some time, but when I upgraded to the current version I thought I would benefit from reading this book. There are a lot of new features in the later versions and this book just barely mentions them. I had the feeling that it just almost told me what I wanted to know, but not quite. I would very much like to see an expanded, more detailed more comprehensive edition. I think it would take a book twice the size of the current edition to do RT right. I want complete tutorials on writing scrips, using templates, using custom fields, using saved searches, etc.
7 von 8 Kunden fanden die folgende Rezension hilfreich
5.0 von 5 Sternen Short walkthrough of the basics 27. August 2005
Von Jack D. Herrington - Veröffentlicht auf Amazon.com
This is a short (~200 pages) walkthrough of the basics of Request Tracker. It starts with the fundamentals, sells the approach, then covers installation, the web interface, the command line interface and then into hacking and administration. The illustrations are good, and the text is well written, if a little terse.
3 von 3 Kunden fanden die folgende Rezension hilfreich
3.0 von 5 Sternen Very light on usability content... 3. März 2011
Von Chris P. OConnell - Veröffentlicht auf Amazon.com
RT Essentials really disappointed me. This book contains a great deal of technical information, but could and should have contained a wider range of general information.

Here are a few things I would have liked to have seen:
1. A 10 page user guide for basic users of the software.
2. An explanation of default system behavior. What happens when a user sends an email to a designated email box? What does the canned response look like? How might one modify it? What are the options? (this was covered in a sort of all over the place way).
3. A discussion of RTFM, the plug-in is mentioned briefly in Appendix A. Since the software is downloadable from the same website that hosts RT, a one or two page synopsis could have been useful.
4. A discussion about other plug-ins, including a way to run some basic reports (a function that seems to be totally absent given my three days of experimenting with the software.)

I feel like a lot of filler was in this book. There was an entire chapter discussing different entities and attributes related to data structures inside the database. I guess that may prove to be helpful to some extent, but anyone with a database background should be able to figure this out with relative ease.

Bottom line, this book was helpful to get a general overview of the software capabilities. I do, however, think the 200 pages could have been better spent covering some basic topics.
4 von 5 Kunden fanden die folgende Rezension hilfreich
4.0 von 5 Sternen Helpful, but already dated 7. August 2006
Von M. James - Veröffentlicht auf Amazon.com
Format:Taschenbuch|Verifizierter Kauf
Request Tracker (RT) is a great product. I am the only sysadmin at a small company, and having an automated tracking system is going to be an immense benefit for me. I bought "RT Essentials" to help me get up to speed on RT3 really quickly. And, since it was written by the programmer who's responsible for RT, the book had lots of detail and tips.

However, when it came down to implementing some of the code in the book, I found that it was already outdated. For example, I tried to set up the Autoreply template with Password by copying the code straight out of the book. It didn't work because the program codebase has changed too much since the book was released.

I was able to fix my template problem by hooking into the great RT user community, where the author contributes frequently.

All in all, I thought the book was really helpful for getting RT installed and getting me up to speed. For the nitty-gritty, I'd rely on the online wiki and great user community.
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