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RT Essentials

by Richard Foley Darren Chamberlain Dave Rolsky Robert Spier Jesse Vincent

In a typical organization, there's always plenty that to do such as: pay vendors, invoice customers, answer customer inquiries, and fix bugs in hardware or software. You need to know who wants what and keep track of what is left to do. This is where a ticketing system comes in. A ticketing system allows you to check the status of various tasks: when they were requested, who requested them and why, when they were completed, and more. RT is a high-level, open source ticketing system efficiently enabling a group of people to manage tasks, issues, and requests submitted by a community of users. RT Essentials, co-written by one of the RT's original core developers, Jesse Vincent, starts off with a quick background lesson about ticketing systems and then shows you how to install and configure RT. This comprehensive guide explains how to perform day-to-day tasks to turn your RT server into a highly useful tracking tool. One way it does this is by examining how a company could use RT to manage its internal processes. Advanced chapters focus on developing add-on tools and utilities using Perl and Mason. There's also chapter filled with suggested uses for RT inside your organization. No matter what kind of data your organization tracks--from sales inquiries to security incidents or anything in between--RT Essentials helps you use RT to provide order when you need it most.

When Is True Belief Knowledge?

by Richard Foley

A woman glances at a broken clock and comes to believe it is a quarter past seven. Yet, despite the broken clock, it really does happen to be a quarter past seven. Her belief is true, but it isn't knowledge. This is a classic illustration of a central problem in epistemology: determining what knowledge requires in addition to true belief. In this provocative book, Richard Foley finds a new solution to the problem in the observation that whenever someone has a true belief but not knowledge, there is some significant aspect of the situation about which she lacks true beliefs--something important that she doesn't quite "get. " This may seem a modest point but, as Foley shows, it has the potential to reorient the theory of knowledge. Whether a true belief counts as knowledge depends on the importance of the information one does or doesn't have. This means that questions of knowledge cannot be separated from questions about human concerns and values. It also means that, contrary to what is often thought, there is no privileged way of coming to know. Knowledge is a mutt. Proper pedigree is not required. What matters is that one doesn't lack important nearby information. Challenging some of the central assumptions of contemporary epistemology, this is an original and important account of knowledge.

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