{"id":237,"date":"2013-05-14T20:00:00","date_gmt":"2013-05-14T20:00:00","guid":{"rendered":"http:\/\/www.b.shuttle.de\/hayek\/Hayek\/Jochen\/wp\/blog-en\/2013\/05\/14\/oreilly-media-book-rt-essentials-rt-aka-request-tracker\/"},"modified":"2013-05-14T20:00:00","modified_gmt":"2013-05-14T20:00:00","slug":"oreilly-media-book-rt-essentials-rt-aka-request-tracker","status":"publish","type":"post","link":"https:\/\/wp.jochen.hayek.name\/blog-en\/2013\/05\/14\/oreilly-media-book-rt-essentials-rt-aka-request-tracker\/","title":{"rendered":"O&#8217;Reilly Media book: RT Essentials (RT AKA &#8220;Request Tracker&#8221;)"},"content":{"rendered":"<p>\t\t\t\t<img data-recalc-dims=\"1\" loading=\"lazy\" decoding=\"async\" class=\"alignnone\" alt=\"\" src=\"https:\/\/i0.wp.com\/akamaicovers.oreilly.com\/images\/9780596006686\/lrg.jpg?resize=300%2C394\" width=\"300\" height=\"394\" \/><\/p>\n<ul>\n<li><a href=\"http:\/\/shop.oreilly.com\/product\/9780596006686.do\">http:\/\/shop.oreilly.com\/product\/9780596006686.do<\/a><\/li>\n<li><a href=\"http:\/\/en.wikipedia.org\/wiki\/Request_Tracker\">http:\/\/en.wikipedia.org\/wiki\/Request_Tracker<\/a><\/li>\n<li><a href=\"http:\/\/wiki.bestpractical.com\/\">http:\/\/wiki.bestpractical.com<\/a><\/li>\n<\/ul>\n<div>Roles:<\/div>\n<div>\n<ul>\n<li><a href=\"http:\/\/requesttracker.wikia.com\/wiki\/Requestor\">http:\/\/requesttracker.wikia.com\/wiki\/Requestor<\/a>\u00a0(also spelt <i>Requester<\/i> in the context of this software) :\u00a0The &#8220;<em>Requester<\/em>&#8221; of a <a href=\"http:\/\/requesttracker.wikia.com\/wiki\/Ticket\">Ticket<\/a> is the person (or persons) that are waiting for the resolution of the issue. Not receiving Comments.<\/li>\n<li><a href=\"http:\/\/requesttracker.wikia.com\/wiki\/CC\">http:\/\/requesttracker.wikia.com\/wiki\/CC<\/a>\u00a0: is like the <em>Requestor<\/em> in that they receive <em>Correspondence<\/em> but not <em>Comments<\/em>;\u00a0might be a person outside the company.<\/li>\n<li><a href=\"http:\/\/requesttracker.wikia.com\/wiki\/AdminCC\">http:\/\/requesttracker.wikia.com\/wiki\/AdminCC<\/a> :\u00a0could be used for a manager,\u00a0receives both <em>Comment<\/em> and <em>Correspondence<\/em>.<\/li>\n<li><a href=\"http:\/\/requesttracker.wikia.com\/wiki\/Watcher\">http:\/\/requesttracker.wikia.com\/wiki\/Watcher<\/a>\u00a0: superset term for <em>Requestors<\/em>, <em>Ccs<\/em> and <em>AdminCcs<\/em>.<\/li>\n<li><a href=\"http:\/\/requesttracker.wikia.com\/wiki\/Owner\">http:\/\/requesttracker.wikia.com\/wiki\/Owner<\/a>\u00a0:\u00a0responsible for making sure the issue addressed in the ticket is resolved<\/li>\n<\/ul>\n<div><em>Correspondence<\/em> vs. <em>Comments<\/em>:<\/div>\n<div>\n<ul>\n<li>you can (if you may \u2026) <em>Reply<\/em> to a ticket<\/li>\n<li>you can (if you may \u2026) <em>Comment<\/em> on a ticket \u2013 see above, which roles do not get notified!<\/li>\n<\/ul>\n<\/div>\n<div>\u2026<\/div>\n<ul>\n<li>A ticket gets requested (by the <em>Requestor<\/em> (surprise, surprise!!)),<\/li>\n<li>somebody <a href=\"http:\/\/requesttracker.wikia.com\/wiki\/TakeTicket\">takes<\/a> it or <a href=\"http:\/\/requesttracker.wikia.com\/wiki\/StealTicket\">steals<\/a> it or gets it assigned to, so he is the <em>Owner<\/em> from then on. He can still &#8220;unown&#8221; the ticket by assigning it to &#8220;<em>Nobody<\/em>&#8220;.<\/li>\n<\/ul>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>http:\/\/shop.oreilly.com\/product\/9780596006686.do http:\/\/en.wikipedia.org\/wiki\/Request_Tracker http:\/\/wiki.bestpractical.com Roles: http:\/\/requesttracker.wikia.com\/wiki\/Requestor\u00a0(also spelt Requester in the context of this software) :\u00a0The &#8220;Requester&#8221; of a Ticket is the person (or persons) that are waiting for the resolution of the issue. Not receiving Comments. http:\/\/requesttracker.wikia.com\/wiki\/CC\u00a0: is like the Requestor in that they receive Correspondence but not Comments;\u00a0might be a person outside the company. http:\/\/requesttracker.wikia.com\/wiki\/AdminCC [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_crdt_document":"","jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":"","jetpack_publicize_message":"","jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":false,"jetpack_social_options":{"image_generator_settings":{"template":"highway","default_image_id":0,"font":"","enabled":false},"version":2},"_share_on_mastodon":"0"},"categories":[822,641],"tags":[],"class_list":["post-237","post","type-post","status-publish","format-standard","hentry","category-oreilly-publishers","category-ticketing"],"share_on_mastodon":{"url":"","error":""},"jetpack_publicize_connections":[],"jetpack_featured_media_url":"","jetpack_sharing_enabled":true,"jetpack_shortlink":"https:\/\/wp.me\/paO0kP-3P","jetpack_likes_enabled":true,"amp_enabled":true,"_links":{"self":[{"href":"https:\/\/wp.jochen.hayek.name\/blog-en\/wp-json\/wp\/v2\/posts\/237","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/wp.jochen.hayek.name\/blog-en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/wp.jochen.hayek.name\/blog-en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/wp.jochen.hayek.name\/blog-en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/wp.jochen.hayek.name\/blog-en\/wp-json\/wp\/v2\/comments?post=237"}],"version-history":[{"count":0,"href":"https:\/\/wp.jochen.hayek.name\/blog-en\/wp-json\/wp\/v2\/posts\/237\/revisions"}],"wp:attachment":[{"href":"https:\/\/wp.jochen.hayek.name\/blog-en\/wp-json\/wp\/v2\/media?parent=237"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/wp.jochen.hayek.name\/blog-en\/wp-json\/wp\/v2\/categories?post=237"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/wp.jochen.hayek.name\/blog-en\/wp-json\/wp\/v2\/tags?post=237"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}