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Mastering Zabbix by Andrea Dalle Vacche, Stefano Lee

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Setting up RT to better integrate with Zabbix

The two basic elements of RT are tickets and queues. The function of a ticket is to keep track of the evolution of an issue. The basic lifecycle of a ticket can be summarized in the following points:

  • A ticket is created with the first description of the problem
  • An operator takes the ownership of the ticket and starts working on it
  • The evolution of the problem is recorded in the ticket's history
  • After the problem's resolution, the ticket is closed and archived

All of the ticket's metadata, from its creation date to the amount of time it took to close it, from the user who created it to the operator that worked on it, and so on, is recorded and grouped with all the other tickets' metadata in order to build ...

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