Request Tracker

Request Tracker (RT) is a mature, enterprise-grade issue tracking system that has been serving organizations worldwide for over two decades. Built with Perl, it provides comprehensive ticket management, workflow automation, and reporting capabilities designed to handle complex business processes and large-scale operations.

Key Features

• Comprehensive Ticket Management:

  • Advanced ticket creation and tracking
  • Queue-based organization system
  • Status and priority management
  • Ticket relationships and dependencies
  • Merge and split ticket capabilities
  • Time tracking and billing

• Powerful Workflow Engine:

  • Highly customizable workflows
  • Business rule automation
  • Conditional actions and triggers
  • Approval and escalation processes
  • Custom lifecycle definitions
  • Event-driven automation

• Multi-Interface Access:

  • Full-featured web interface
  • Email integration and processing
  • Command-line tools (rt-crontool, rt-mailgate)
  • REST API for integrations
  • XML-RPC interface
  • Mobile-responsive design

• Advanced User Management:

  • Comprehensive user and group system
  • Fine-grained permission control
  • Role-based access management
  • External authentication (LDAP, AD)
  • User delegation capabilities
  • Self-service portal

• Flexible Customization:

  • Custom fields and forms
  • Template customization
  • Extension and plugin system
  • Theme and branding options
  • Localization support
  • Custom lifecycle definitions

• Robust Reporting:

  • Advanced search capabilities
  • Custom report generation
  • Statistical analysis
  • Charts and visualization
  • Data export options
  • Saved search functionality

• Enterprise Features:

  • Multi-queue support
  • Asset tracking integration
  • SLA management
  • Audit trails
  • High availability support
  • Scalable architecture

Technical Specifications

• Language: Perl
• Database: MySQL, PostgreSQL, Oracle, SQLite
• Web Server: Apache, nginx
• API: REST, XML-RPC
• License: GPL-2.0
• Platforms: Linux, Unix, Windows

Use Cases

• Customer Support: Comprehensive customer service and support operations
• Help Desk: IT support and internal help desk management
• Project Management: Issue tracking and project workflow management
• Bug Tracking: Software development bug and issue tracking
• Service Management: IT service management and operations
• Business Process: General business process automation and tracking

Unique Advantages

• Enterprise Proven: Decades of use in enterprise environments
• Highly Flexible: Extensive customization and workflow capabilities
• Multi-Interface: Multiple ways to interact with the system
• Scalable: Handles large volumes of tickets and users
• Open Source: Complete transparency and customization freedom
• Active Development: Continuous development and community support

Based on the Request Tracker GitHub repository, this tool represents one of the most mature and feature-complete issue tracking systems available, making it ideal for organizations that need enterprise-grade ticket management with extensive customization capabilities and proven reliability.