Request Tracker (RT)

Request Tracker (RT) is an open source, enterprise-grade issue and ticket tracking system used to manage requests, tasks, and support work. It combines a full web interface with deep email integration and extensive customization for workflows, permissions, and automation.

Key Features

• Ticketing and issue tracking with queues, custom fields, and fine-grained access control
• Seamless incoming and outgoing email handling for ticket creation and replies
• Workflow automation using lifecycles, actions, and scrips triggered by ticket transactions
• Dashboards, charts, and scheduled email reports for operational visibility
• Knowledge base (Articles) for canned responses and internal documentation
• Full ticket history and audit trail of all changes and communications
• Optional asset management for tracking tangible and intangible assets alongside tickets

Use Cases

• Helpdesk and customer support ticket management via web UI and email
• Internal IT and operations request tracking with custom workflows and SLAs
• Security and incident-response style queue management with traceable communications

Limitations and Considerations

• SQLite is intended for testing only and does not provide a guaranteed upgrade path
• Requires configuring a supported SQL database and a web server capable of FastCGI or mod_perl

RT is well-suited for teams that need a highly configurable, extensible ticketing system that scales without built-in usage limits. Its automation, reporting, and access controls make it a strong fit for complex operational workflows beyond a basic helpdesk.