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== RT 的用途 ==
== RT 的用途 ==
* 客服中心 (Helpdesk) ex:  [http://eticket.sourceforge.net/ eTicket], [http://www.phpsupporttickets.com/ PHP Support Tickets], [http://scripts.sheddtech.com/ssm/ Support Services Manager] or commercial [http://perldesk.com/features.html PerlDesk]''($)'', [http://www.kayako.com/solutions/esupport/ eSupport - Kayako support desk software, customer service software]''($)''
* 客服中心 (Helpdesk) ex:  [http://eticket.sourceforge.net/ eTicket], [http://www.phpsupporttickets.com/ PHP Support Tickets], [http://scripts.sheddtech.com/ssm/ Support Services Manager]
* 網路服務 (Network operations)
* 網路服務 (Network operations)
* 客戶支援 (Customer support)
* 客戶支援 (Customer support)
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* 簽核流程 (Approvals / Workflow)
* 簽核流程 (Approvals / Workflow)


== 既有 RT 的應用 ==
== 既有 RT 與 相似功能的應用 ==
# [http://www.openfoundry.org/ 自由軟體鑄造場計畫網站][http://ossf.iis.sinica.edu.tw/ 替代]-[http://rt.openfoundry.org/Foundry/index.html OpenFoundry v0.01a]
=== Open Source software ===
# http://rt.elixus.org/ powered by [http://bestpractical.com Best Practical Solutions 公司]
[http://bestpractical.com Best Practical Solutions 公司] [http://bestpractical.com/rt RT] ''open-source''
* 需求: Perl 詳[http://wiki.bestpractical.com/view/ManualRequirements Requirements]
* 應用: [http://www.openfoundry.org/ 自由軟體鑄造場計畫網站]
* 手冊: [http://wiki.bestpractical.com/index.cgi RT Wiki]
 
[http://www.bugzilla.org/ Bugzilla]([http://www.bugzilla.org/download/#localizations 中文])
* 需求:
* 應用: [https://bugzilla.mozilla.org/ Bugzilla@Mozilla], [http://www.mediawiki.org/wiki/Bugzilla Bugzilla@MediaWiki]等軟體專案
* 手冊:
 
[http://www.eticketsupport.com/ eTicket]
* 需求:PHP 詳[http://www.eticketsupport.com/support/documentation/installation.html eTicket Installation]
* 應用:
* 手冊:
 
[http://sourceforge.net/projects/mantisbt/ Mantis](中文語系檔: 有, UTF-8)
* 應用: [http://bugs.xampp.org/my_view_page.php My View - XAMPP BUGS]
* 安裝教學: [http://kenming.blog.ithome.com.tw/post/296/10052 矇矇的秘密基地 - 這隻螳螂(Mantis) 還挺猛的 — 免費好用的 Issue Tracking 工具])
* 手冊: [http://www.mantisbt.org/documentation.php MantisBT Documentation]
 
[http://phpbt.sourceforge.net/ phpBugTracker](UTF-8; 中文語系檔:n/a)
* 需求:
* 應用:
* 手冊: [http://phpbt.sourceforge.net/demo/docs/html/index.html phpBugTracker]
 
[http://trac.edgewall.org/ The Trac Project] ([http://trac.edgewall.org/wiki/TracTermsZhTw 繁體中文翻譯])
* 需求: Python 詳[http://trac.edgewall.org/wiki/TracInstall TracInstall – The Trac Project]
* 應用:
* 手冊:
 
[http://www.tigris.org/ Tigris] [http://scarab.tigris.org/ scarab]
* 需求: Servlet 2.3-compatible servlet engine;
* 手冊: [http://scarab.tigris.org/servlets/ProjectDocumentList?folderID=8142&expandFolder=8142&folderID=0 Documentation]
 
=== Commercial software ===
[http://www.kayako.com/solutions/esupport/ eSupport - Kayako support desk software, customer service software]''($)''
* 應用: [https://ssl.totalchoicehosting.com/supportdesk/ TotalChoice Hosting Help Desk]
 
Other software: [http://www.problemtracker.com/ ProblemTracker], [http://www.metaquest.com/ MetaQuest], [http://www.fogcreek.com/FogBUGZ/ FogBUGZ], [http://www.atlassian.com/ Jira issue tracking system], Nidelven IT - [http://www.nidelven-it.no/products/issue_dealer Issue Dealer], [http://perldesk.com/features.html PerlDesk]..
 
 
 
=== Customer Community service ===
[http://getsatisfaction.com/ Get Satisfaction - People-Powered Customer Service]
* 應用: [http://getsatisfaction.com/foxmarks Customer support community for Foxmarks] (feature request and conversation)




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== 相關文章 ==
== 相關文章 ==
# [http://rt.elixus.org/NoAuth/docs/ RT使用手冊] & [http://wiki.bestpractical.com/index.cgi RT Wiki]
# 約耳談軟體(Joel on Software) - [http://chinesetrad.joelonsoftware.com/Articles/PainlessBugTracking.html 無痛錯誤追蹤]
# 約耳談軟體(Joel on Software) - [http://chinesetrad.joelonsoftware.com/Articles/PainlessBugTracking.html 無痛錯誤追蹤]
# [http://www.websina.com/bugzero/source-version-control.html Source Version Control - CVS, Perforce, VSS and Bug Tracking]
# [http://www.websina.com/bugzero/source-version-control.html Source Version Control - CVS, Perforce, VSS and Bug Tracking]


== 相似功能的程式 ==
OpenSource software:[http://www.bugzilla.org/ Bugzilla]([http://www.bugzilla.org/download/#localizations 中文]), [http://www.bestpractical.com/rt/download.html RT], [http://www.tigris.org/ Tigris], [http://phpbt.sourceforge.net/ phpBugTracker](中文:n/a), [http://sourceforge.net/projects/mantisbt/ Mantis](中文語系檔:UTF-8; [http://bugs.xampp.org/my_view_page.php demo]; 安裝教學: [http://www.kenming.idv.tw/index.php?c=1&more=1&pb=1&tb=1&title=e_e_re_se_mantis_e_a_oc_c_a_a_esrayfc_uc 矇矇的秘密基地 - 這隻螳螂(Mantis) 還挺猛的 — 免費好用的 Issue Tracking 工具])
Commercial software: [http://www.problemtracker.com/ ProblemTracker], [http://www.metaquest.com/ MetaQuest], [http://www.fogcreek.com/FogBUGZ/ FogBUGZ], [http://www.atlassian.com/ Jira issue tracking system], Nidelven IT - [http://www.nidelven-it.no/products/issue_dealer Issue Dealer],.
[http://getsatisfaction.com/ Get Satisfaction - People-Powered Customer Service]
* ex: [http://getsatisfaction.com/foxmarks Customer support community for Foxmarks] (feature request and conversation)


== 相關分類及詞彙 ==
== 相關分類及詞彙 ==

Revision as of 01:30, 30 June 2009

RT: Request Tracker（事件追蹤系統）

不同領域的應用

  1. 應用到客戶服務, CRM方面：瑕疵追蹤、顧客抱怨處理
  2. 軟體發展方面：臭蟲追蹤
  3. 知識管理方面：問題追蹤、問題管理者
錯誤追蹤系統(Bug Tracking System, BTS)，它將來自用戶和開發人員的錯誤報告的詳細內容進行歸檔，每
個錯誤都有個編號、嚴重程度、問題描述、處理進度等資料的描述。錯誤報告將一直存在於資料庫中，直
到獲得已更正的標記。如：Debian 錯誤追蹤系統

RT 的用途

既有 RT 與 相似功能的應用

Open Source software

Best Practical Solutions 公司 RT open-source

Bugzilla(中文)

eTicket

Mantis(中文語系檔: 有, UTF-8)

phpBugTracker(UTF-8; 中文語系檔:n/a)

The Trac Project (繁體中文翻譯)

Tigris scarab

  • 需求: Servlet 2.3-compatible servlet engine;
  • 手冊: Documentation

Commercial software

eSupport - Kayako support desk software, customer service software($)

Other software: ProblemTracker, MetaQuest, FogBUGZ, Jira issue tracking system, Nidelven IT - Issue Dealer, PerlDesk..


Customer Community service

Get Satisfaction - People-Powered Customer Service


考量因素

  • 是否符合使用者現有習慣(Email即可)


相關文章

  1. 約耳談軟體(Joel on Software) - 無痛錯誤追蹤
  2. Source Version Control - CVS, Perforce, VSS and Bug Tracking


相關分類及詞彙

(以Google網站目錄為主)

  1. Computers > Software > Help Desk, or the category at HotScript
  2. Computers > Software > Operating Systems > Linux > Security > Advisories and Patches
  3. Computers > Software > Configuration Management > Bug Tracking or the category Issue Tracker at freshmeat
  • (Bug Tracking、Trouble Ticket System、Ticket/Request Manager、Issue Tracker、Issue Tracking System、part of Groupware)
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