Request Tracker Boot Camp

Jesse Vincent (Best Practical)
Administration, Business
Location: Ballroom A7
Presentation File:
Request Tracker Boot Camp Presentation [PDF]
Average rating: ***..
(3.80, 10 ratings)

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:

  • Evaluating and specifying your issue tracking and workflow needs
  • Minimally invasive use of RT to improve workflow without adding overheads
  • Server sizing, database choices and deployment planning
  • Backup and restore operations
  • Basic RT configuration
  • Email integration
  • Application and server security best practices
  • Integrating RT with other tools and systems
  • Day to day administration and housekeeping
  • Deploying pre-built RT extensions and customizations
  • Basic customizations and development to meet in-house needs
  • Using RTFM to make keep customer interaction quick, consistent and high-quality

This tutorial will focus on RT 3.8, but much of the material is equally applicable to older releases.

Photo of Jesse Vincent

Jesse Vincent

Best Practical

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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Comments

Walter Chisenski
07/25/2009 3:25pm PDT

Would have been nice to see a default RT install. Overall Jesse did a pretty good job.

Picture of Timothy Ace
Timothy Ace
07/20/2009 5:04pm PDT

Jesse is incredibly knowledgeable of RT product and provided a concise and very through answer for every question posed by the group.

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