Request Tracker – enterprise-grade issue tracking software

RT is an enterprise-grade issue tracking system. It allows organizations to keep track of what needs to get done, who is working on which tasks, what’s already been done, and when tasks were (or weren’t) completed.

RT is used by Fortune 50 companies, government agencies, educational institutions, non-profits, and development organizations around the world. RT is used by systems administrators, customer support staffs, NOCs, developers, and even marketing departments to track issues, outages, bugs, requests, and all kinds of other things at thousands of sites around the world.

RT is written in Perl and runs on the Apache and lighttpd web servers using mod_perl or FastCGI with data stored in either MySQL, PostgreSQL, Oracle or SQLite. It is possible to extend the RT interface using plug-ins written in Perl.

Features include:

  • Install to many different devices: desktop, laptop, tablet, cell phone.
  • Highly customizable.
  • Interface via email.
  • Email support provides:
    • Auto-responses.
    • Attachments.
    • Full customization of email rules.
  • Dashboards and relationship graphs to show you the big picture.
  • Seamless PGP support for encrypting, decrypting, signing, and verifying outgoing and incoming email.
  • Richtext editing to easily format your correspondence.
  • Time tracking and reporting, including support for service level agreements.
  • Integration with your existing user login system.
  • A self-service interface for non-users to interact with their tickets.
  • Integrates with RTFM, Best Practical’s knowledge base application.
  • Full REST API to talk to API.
  • Command-line client.
  • Install extensions for additional features and functionality.
  • Available in more than 15 languages.

Website: bestpractical.squarespace.com/request-tracker
Support: Resources
Developer: Best Practical Solutions, LLC
License: GNU GPL v2

Request Tracker

RT is written in Perl. Learn Perl with our recommended free books and free tutorials.

Return to Customer Service Trouble Ticketing Home Page | Return to Issue Tracking Systems Home Page


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