The aim of the book is to show system administrators how RT is put together and how to customize the system along a number of different axes. Included in this title are details for bending the system to your will and to your business needs. It begins with the underlying concepts of RT, and shows how to install and configure it, along with an instruction for systems administrators and queue administrators on how to perform their day-to-day tasks related to RT. Advanced chapters are focused on developing add-on tools and utilities using Perl and Mason.