Book review: RT Essentials
Last weekend I read the following book:
RT Essentials
written by Jesse Vincent, Robert Spier and Dave Rolsky
published at O'Reilly Media
ISBN: 978-0596006686
The book covers different aspects of ticketing systems (such as trouble tickets, sales tickets, to do lists and so on). The book itself is about RT, one of the well known open source systems for ticketing. It consists mainly of three parts:
- a product independent introduction on ticketing itself
- the description of RT and its parts (only essential stuff, no deep documentation - but enough to get a good overview on what's possible)
- a chapter that describes a fictive company: The book shows a possible use case for all departments (from tech support to sales to HR, ...) in that company
I really liked to read this book!
The first part shows the advantages of ticketing for many standard cases (like support teams and sales). The third part then picks these up and shows a possible use in detail. Of course, some of the examples in the third part look "overdressed" to me (could be done without ticketing) - but that chapter was a great inspiration.
I'm currently evaluating ticketing systems. RT and OTRS are very famous. Are there other (better?) systems to look at? If you have a good tipp for me, I'd like to read an email from you to talk about it :-)
