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About:
RT is an industrial-grade trouble ticketing system. It lets a group of people intelligently and efficiently manage requests submitted by a community of users. 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.
Author:
Jesse [contact developer]
Homepage:
http://www.bestpractical.com
Tar/GZ:
http://bestpractical.com/pub/rt/release/rt-3.6.1.tar.gz
Purchase:
http://www.bestpractical.com/
CVS tree (cvsweb):
http://www.bestpractical.com/rt/cvs.html
Mailing list archive:
http://lists.fsck.com/
Trove categories:
[change]
Dependencies:
[change]
HTML::Mason (Default branch) (required)
mod_perl (Apache 1.3 branch) (required)
Apache (recommended)
PostgreSQL (recommended)
MySQL (optional)
[download links]
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» Rating:
8.45/10.00
(Rank 304)
» Vitality: 0.04% (Rank 1601)
» Popularity: 15.26% (Rank 91)
 
(click to enlarge graphs)
Record hits: 175,212
URL hits: 121,647
Subscribers: 295
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Branches
Comments
[»]
Impressions on RT
by Roadmaster - Sep 3rd 2002 16:34:18
First of all, it's not for the faint of heart. First daunting task is
fulfilling its "myriad dependencies"; i kid you not, these
number in the tens of perl modules needed to run the thing. While the
included script uses the CPAN module to automate most tasks, some of them
might fail and it takes a bit of intervention to finish installing
required modules; in my case, it was unable to instal HTML::Mason (and
it's quite an important dependency) so I had to install it by hand.
Next, you're left to wrestle with mod_perl, which is a pretty hairy beast
by itself. On a Red Hat 7.2 box, mod_perl is installed as a DSO loadable
module, and, as RT's documentation states, this configuration is not
advisable; indeed, apache simply crashed when rt's configuration was
present in httpd.conf. RT's recommendation is to compile mod_perl
statically, again, a task not fit for beginners as it entails downloading
and compiling apache and mod_perl from source.
I ended up ditching mod_perl and going the mod_fastcgi route, which worked
fine and voila, there was my functional RT installation.
Once RT is working, you'll be faced with a system that's so versatile, it
can be intimidating. It's well thought-out, and has plenty of options, but
could be a bit overkill for many needs.
However, anyone brave enough to face the daunting installation process,
and patient enough to learn all the intricacies this system has, will be
rewarded with a jaw-droppingly impressive tool for request management.
Once I finished the installation and played with the system a little, I
demoed to the staff here and they were all awed at how RT keeps track of
*everything* and lets us use all that accumulated knowledge to solve
problems easier and faster, and most important, with a degree of
accountability we'd only dreamed of.
Highly recommended, assuming you have a competent geek available for
installation.
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Re: Impressions on RT
by jeff covey - Sep 5th 2002 10:21:03
You might consider your installation difficulties a problem with your
distribution; with Debian, all you have to do to install RT is type
"apt-get install request-tracker". :)
In any event, it's worth the trouble. We've been using RT to handle
support requests here at freshmeat for a couple of years, and it's
been a dream compared to what we were doing before.
--
vs lbh pna ernq guvf, lbh'er n trrx.
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Re: Impressions on RT
by afitz - Feb 23rd 2003 14:07:50
I am on a redhat 8 box and I agree the dependancies suck for this app. I
still have not gotten them all sadisfied. And at this point am giving
up...
> First of all, it's not for the faint of
> heart. First daunting task is fulfilling
> its "myriad dependencies"; i
> kid you not, these number in the tens of
> perl modules needed to run the thing.
> While the included script uses the CPAN
> module to automate most tasks, some of
> them might fail and it takes a bit of
> intervention to finish installing
> required modules; in my case, it was
> unable to instal HTML::Mason (and it's
> quite an important dependency) so I had
> to install it by hand.
>
> Next, you're left to wrestle with
> mod_perl, which is a pretty hairy beast
> by itself. On a Red Hat 7.2 box,
> mod_perl is installed as a DSO loadable
> module, and, as RT's documentation
> states, this configuration is not
> advisable; indeed, apache simply crashed
> when rt's configuration was present in
> httpd.conf. RT's recommendation is to
> compile mod_perl statically, again, a
> task not fit for beginners as it entails
> downloading and compiling apache and
> mod_perl from source.
>
> I ended up ditching mod_perl and going
> the mod_fastcgi route, which worked fine
> and voila, there was my functional RT
> installation.
>
> Once RT is working, you'll be faced with
> a system that's so versatile, it can be
> intimidating. It's well thought-out, and
> has plenty of options, but could be a
> bit overkill for many needs.
>
> However, anyone brave enough to face the
> daunting installation process, and
> patient enough to learn all the
> intricacies this system has, will be
> rewarded with a jaw-droppingly
> impressive tool for request management.
> Once I finished the installation and
> played with the system a little, I
> demoed to the staff here and they were
> all awed at how RT keeps track of
> *everything* and lets us use all that
> accumulated knowledge to solve problems
> easier and faster, and most important,
> with a degree of accountability we'd
> only dreamed of.
>
> Highly recommended, assuming you have a
> competent geek available for
> installation.
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Excellent Application
by Wolfman - Apr 19th 2002 16:08:17
We have been using RT for some time. Started off in the version 1, then
when version 2 came out, with a nice layout in the web gui, we started
using it even more. Have used it for software project specific bug
reports, project development, service calls. Amazingly easy to setup and
configure. Adaptable. Extendable.
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Great tool
by Isaac Loven - Aug 2nd 2001 02:14:24
The last company I worked ( an ISP ) used this extensively for logging all
tasks as well as all calls to the call center ( hundreds per day). It
was easy to use, and easily transfered jobs to different departments.
Much better then all of the very expensive tools I have used on a Windose
platform.
I wish the company I am in now would use this tool.
Isaac
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It's good
by Chris Horry - Aug 11th 2000 10:32:13
Very good - but better documentation would be helpful, eg on the mail side
of things (the web documentation is fine!).
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Re: It's good
by bobdigi - Feb 21st 2001 09:50:26
> Very good - but better documentation
> would be helpful, eg on the mail side of
> things (the web documentation is
> fine!).
I agree that the mail docs are not that specific. rt is extremely useful
though. I found the rt-users list (rt-users@lists.fsck.com) is very
helpful.
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Re: It's good
by Unstylish - Oct 22nd 2001 16:45:44
> Very good - but better documentation
> would be helpful, eg on the mail side of
> things (the web documentation is
> fine!).
The documentation is getting better. The links from the main site make it
easier to set up. Very good for ISP's needing an automated abuse@isp.com,
help@isp.com, and billing@isp.com system, but still keeping the three (or
more) departments separate.
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