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<p>Many thanks to my first 3 teachers, Kenneth Crocker, Alex Hall
and Chris McClement, for guiding me to the right direction.</p>
<p>Ken, many thanks for your generosity for passing me a copy of
your book "Request Tracker for Beginners - A Topical Guide" ( also
available on Amazon if those of you newbie seeking knowledge )</p>
<p>Many thanks to the authors of "RT Essentials" published by
O'Reilly. This is also a good start for the fundamental basics
for RT.</p>
<p>The last 24-48 hrs has been an amazing learning experience. I
feel as-if I can do Kung Fu now :)</p>
<p>From my recent agenda of:</p>
<ol>
<li>Create Random Ticket numbers.</li>
<li>Suppress "RT System Itself - Outgoing email recorded"</li>
<li>Customization of Auto ticket reply.</li>
<li>Assigning tickets / transferring to someone else (when not
logged in as root)</li>
<li>3rd Party CRM integration basics.</li>
<li>How to Customize the RT at a glance (Just added to my list for
Oct 25, 2016)<br>
</li>
</ol>
<p>I have learned points #2, #3, #4.</p>
<p>Can anyone here guide me to the proper direction to accomplish #1
(Generating random ticket number versus ascending ticket numbers),
and guide me towards a fundamentally basic API example for 3rd
Party CRM integration? <br>
</p>
<p>The new things I've learned:</p>
<ol>
<li>Creating Queues</li>
<li>Creating Memberships</li>
<li>Understanding Group Permissions</li>
<li>Taking ownership of a ticket</li>
<li>Assigning tickets to someone else</li>
<li>Basic Ticket operations (Open, Close, Delete, Forward,
Stealing etc)</li>
</ol>
<p>I'm learning that RT is not only for managing Support Tickets,
but it can also be used to followup on Sales leads etc (in the
same manner as a support ticket is handled), but I have yet to
understand how it can be used in Project Management. A
combination of active / hands on learning is needed here, in
parallel to passive learning. That's the hardest part because I'm
not a very good passive learner (learning through reading).<br>
</p>
<p>I'm anticipating my status updates on this learning curve will
serve as an agenda for the new folks adapting RT. <br>
</p>
<p>In the mean time, I will be reading Ken's "Request Tracker for
Beginners" guide till I pass out. <br>
</p>
<p>Thanks for welcoming me to the community.</p>
<p>Cheers!<br>
Reza.<br>
</p>
<br>
<br>
<blockquote
cite="mid:CAA3zkm+EJFYTqk9aXmaMBoyawgopqLnBFUziYjWduAPQgoduvw@mail.gmail.com"
type="cite">
<div class="gmail_quote">
<div dir="ltr">On Mon, 24 Oct 2016 at 21:50 Reza <<a
moz-do-not-send="true" href="mailto:reza.toronto@gmail.com">reza.toronto@gmail.com</a>>
wrote:<br>
</div>
<blockquote class="gmail_quote" style="margin:0 0 0
.8ex;border-left:1px #ccc solid;padding-left:1ex">Greetings
Folks:<br class="gmail_msg">
<br class="gmail_msg">
I successfully installed RT on a virtual machine and it has
been a<br class="gmail_msg">
non-stop learning marathon for 12+ hrs non stop. If you are
as new as<br class="gmail_msg">
me in RT, please reply to my message, and perhaps we can have
a<br class="gmail_msg">
conference call (at my expense) to do some sort of study group
session,<br class="gmail_msg">
so we can share knowledge.<br class="gmail_msg">
<br class="gmail_msg">
Its easiest to learn when there are friendly tutors. FYI, I
have<br class="gmail_msg">
acquired the following knowledge the very hard way.<br
class="gmail_msg">
1. Setup / Installation. (The hardest part)<br
class="gmail_msg">
2. Creating Users<br class="gmail_msg">
3. Creating Groups<br class="gmail_msg">
4. Understanding Permissons<br class="gmail_msg">
5. Enabling watchers<br class="gmail_msg">
6. Configuring Fetch Mail with SSL option to a gmail account
(for testing)<br class="gmail_msg">
7. Configuring Sendmail / Exim and smart host<br
class="gmail_msg">
8. Purging / Shredding tickets<br class="gmail_msg">
<br class="gmail_msg">
<br class="gmail_msg">
What I would like to learn is:<br class="gmail_msg">
1. Create Random Ticket numbers.<br class="gmail_msg">
2. Suppress "RT System Itself - Outgoing email recorded"<br
class="gmail_msg">
3. Customization of Auto ticket reply.<br class="gmail_msg">
4. Assigning tickets / transferring to someone else (when not
logged in<br class="gmail_msg">
as root)<br class="gmail_msg">
5. 3rd Party CRM integration basics.<br class="gmail_msg">
<br class="gmail_msg">
Thanks in advance to all the folks here, specially the
creators of RT.<br class="gmail_msg">
<br class="gmail_msg">
Best,<br class="gmail_msg">
Reza.<br class="gmail_msg">
<br class="gmail_msg">
---------<br class="gmail_msg">
RT 4.4 and RTIR training sessions, and a new workshop day! <a
moz-do-not-send="true"
href="https://bestpractical.com/training" rel="noreferrer"
class="gmail_msg" target="_blank">https://bestpractical.com/training</a><br
class="gmail_msg">
* Boston - October 24-26<br class="gmail_msg">
* Los Angeles - Q1 2017<br class="gmail_msg">
</blockquote>
</div>
</blockquote>
<br>
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