RT Essentials
I work with a guy named Todd who suggested our department start using RT. We were already using a simple ticketing system and no one really saw a need to replace it. Even so, he kept pushing and set up his own RT server. Finally, everyone agreed to try it out. It was clumsy at first, but after a week or so, I started to get the hang of it. Six months later, I think RT is one of the best tools I've used in my career.
RT Essentials is a short and simple book on the Request Tracker System. If you're a casual RT end-user, the first chapter will fill you in on all the basics. The rest of the book is aimed at RT administrators. Installation and Configuration is covered as well as implementing Scrips (they're like plugins for RT). The final chapters outline the RT architecture and API -- perfect for developers and hackers.
One of the best parts of this book was the chapter on Example Usage. Here we're shown how a (fake) company uses RT throughout their corporation. It explains different configurations for System Admins, Programmers, the Help Desk, Accountants, and incoming customer requests. RT's flexibility is definitely shown in this chapter.
Though RT Essentials is very short (200 pages), there were five authors contributing. I think they all did a great job writing a book showing how easy and useful RT is. I give it a 10/10.
