Oxford University Computing Services IT Support Tracking with Request Tracker (RT) Katherine Craddock Oxford University Computing Services.

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Presentation transcript:

Oxford University Computing Services IT Support Tracking with Request Tracker (RT) Katherine Craddock Oxford University Computing Services

Oxford University Computing Services 26/06/2003IT Support Staff Conference2 Overview What is RT? A bit of terminology Demonstration of the RT web interface Behind the scenes – configuration options Requirements and technical details

Oxford University Computing Services 26/06/2003IT Support Staff Conference3 RT is … A Trouble Ticket system –Lets a group of people manage tasks and requests –Full-featured web, or command line interface Under development since 1996 Written in object-oriented Perl –Open source and fully customizable

Oxford University Computing Services 26/06/2003IT Support Staff Conference4 RT Terminology Ticket – request for action Queue – collection of tickets belonging together Requestor – person requesting an action Creator – person creating the ticket Owner – person responsible for ticket

Oxford University Computing Services 26/06/2003IT Support Staff Conference5 RT Demonstration The life of an -generated ticket Directly creating tickets Searching –Can update all tickets matching criteria at once –Can bookmark a search

Oxford University Computing Services 26/06/2003IT Support Staff Conference6 RT Configuration - General Users created with password and privileges –Or auto-created with first Groups defined for varying access rights –Pseudo-groups reflect certain roles Create queues for different purposes Rights can be assigned globally or per queue for both groups or users

Oxford University Computing Services 26/06/2003IT Support Staff Conference7 RT Configuration - Queues Scrips control actions on different events Templates format correspondence Keywords can be added Queue watchers can be defined Rights assigned to individuals or groups

Oxford University Computing Services 26/06/2003IT Support Staff Conference8 Technical Requirements Free download from –Basic set-up requires ½ - 1 day RT server - Linux, FreeBSD, Solaris, Mac OS X –End user ports to Windows 2000 and XP available SQL database - MySQL 4 or PostgreSQL 7.3 –Plans for commercial database support Web server - RT uses FastCGI protocol or Apache's mod_perl interpreter Mail Transfer Agent

Oxford University Computing Services 26/06/2003IT Support Staff Conference9 More Technical Details interface –PGP signatures required for full functionality Command line interface –Requires a shell interface to the RT server Escalations –Need to run a cron script Changing RT –Perl and HTML –Online manual available Version 2: fsck.com/rtfm/ fsck.com/rtfm/ Version 3: