Request Tracker (RT) is an enterprise-grade ticketing system. It’s designed to help your organization track what needs to get done and what still needs doing. From basic customer service to advanced back-office workflows, RT is flexible enough to keep your processes smooth and effective.
This tutorial, geared for systems administrators, will help you evaluate your issue tracking and workflow needs and show you how to deploy a new RT instance or better utilize your existing instance to help your organization get more done with little customization or retraining.
This tutorial will cover:
This tutorial will focus on RT 3.8, but much of the material is equally applicable to older releases.
Jesse Vincent is the author of RT and Hiveminder and the founder of Best Practical Solutions, LLC, a company dedicated to open tools to help people and organizations keep track of what needs doing, when it gets done, and who does it. Before founding Best Practical, Vincent worked as the systems lead for a now-defunct dotcom and as a software designer at Microsoft.
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