Request Tracker 3.2 review

by on

Request Tracker (RT) is an enterprise-grade ticketing system which enables a group of people to intelligently and efficiently manage

License: GPL (GNU General Public License)
File size: 1509K
Developer: Jesse
0 stars award from

Request Tracker (RT) is an enterprise-grade ticketing system which enables a group of people to intelligently and efficiently manage tasks, issues, and requests submitted by a community of users.

The RT platform has been under development since 1996, and is used by systems administrators, customer support staffs, IT managers, developers and marketing departments at thousands of sites around the world.

Written in object-oriented Perl, RT is a high-level, portable, platform independent system that eases collaboration within organizations and makes it easy for them to take care of their customers.

RT manages key tasks such as the identification, prioritization, assignment, resolution and notification required by enterprise-critical applications including project management, help desk, NOC ticketing, CRM and software development.

RT is used by Fortune 100 companies, government agencies, educational institutions, and development organizations worldwide.

Here are some key features of "Request Tracker":
RT is your organization's focal point for tracking tasks, issues, knowledge, and collaboration.
It's easy to submit, assign, prioritize, search, escalate, and report on issues.
RT keeps track of each ticket's full history and metadata to help your organization better retain knowledge and analyze trends.
RT can track multiple projects for multiple teams within a single installation.
RT tracks critical system metadata, including time spent per action, due dates, and estimated time to completion.
It's easy to record private comments that are not available to end-users.
RT's web interface comes complete with an intuitive "iterative" search interface that allows end users to construct complex queries by pointing and clicking within their web browsers.
Users can save and edit queries later, using their browser's "bookmarks" feature.
Users don't need to do anything special -- they can just send email to RT. RT will take care of thanking them for their message, automatically routing it to the appropriate staff, and making sure all future correspondence gets to the right place.
RT provides a simple, self-service interface that allows end users to view their own active and resolved tickets online.
RT's web interface is designed to be easy to use from any browser. Just working in Internet Explorer and Netscape isn't enough. Your staff need to be able to get work done anytime, anywhere.
Whether you use Windows, MacOS or Unix, your staff already have everything they need to access RT.
RT works great from a handheld or screen-reader (for the blind.) Best Practical is working with users to ensure that a future release is fully compliant with Section 508 accessibility requirements.
A powerful new command-line interface that allows power users to quickly and easily work with RT, even if they're out of the office is currently available for testing by the public.
You've got customers around the world. RT lets you interact with them in their own language. Internally, RT converts all data to UnicodeTM, so you can respond to users in their native tongue, but work in yours.
You've got staff around the globe. RT's web interface has been fully internationalized. Right now, RT speaks English, German, French, Dutch, Portuguese, Russian, Czech, Japanese, Traditional Chinese, and Simplified Chinese. Adding new languages is a breeze, if you need something RT doesn't support yet. On login, RT automatically detects which language each user prefers, so staff members can collaborate even if they speak different languages.
Unlike costly proprietary issue tracking systems, an administrator can have a basic RT system up and running in an afternoon.
RT is built to be useful right out of the box. You don't need expensive consultants
There's no client software to manage or keep up to date. Your existing web browser and email clients are all you need.
RT is written in object-oriented perl. Not only do you get the complete source code to the product with every download, but your staff can begin customizing RT to meet your needs within hours.
RT's web interface and mail gateway are built on top of the same API we publish for you to write your own tools on top of. The interface is documented and there are numerous third party tools to use as examples and templates.
Every organization needs to track specialized data. RT lets you define list-based and freeform custom fields to help track your tickets. Once you create custom fields, it's easy to search on them, just like RT's predefined fields.
All of RT's mailing rules are based around a powerful custom business logic system called "Scrips." Scrips make it easy for a local administrator to make RT do ANYTHING whenever a ticket is created or updated, without making it hard to upgrade.
RT's entire web interface is built on a flexible templating system that lets you build your own web-based tools or alter RT's look and feel to better fit your organization.
If you don't want to radically change RT's interface, you can add your own components to RT's pages. A web callback system lets you drop miniature templates into RT's web pages.
If you need even more power, "Code overlays" let you customize RT's internal behaviour without touching RT's core libraries.

What's New in This Release:
This release includes numerous small cleanups and improvements.
It fixes the dreaded "infinite relogin" bug.

Request Tracker 3.2 search tags