Request Tracker Reviews

Automating the request is one the best feature for tracking defects, enhancement and other things in organisation. Providing custom dashboard will help to organising thing easily.

What I think that we could ask for is integration with different technologies like version control system.

Tracking and automating request made easy for me while working for diffrent projects.

RT help the IT people to track and resolve problem and incident requests for all type of customers.

RT offer three methods for interact with the system:

- via GUI

- via RESTful API

- via e-Mail

If you enable RT email-incoming feature, it's possible to open a ticket and respond to the ticket via e-Mail (this feature reduce the customers effort to integrate his ticketing systems in RT).

The RT user interface is a clean and offer all typicals features of ticket-tracking systems:

- a ticket workflow (standard and customizable lifecycle)

- a notifcation system

- custom fields

- asset-management and KB

- report, chart and dashboard for ticket monitoring

- SLA

RT offers a fine-graded authorization for enabling or disabling RT features but for the beginner users is not easy.

The standard RT authentication is:

- Local Database

- LDAP/Active Directory

You can install other authentication methods via plugins or connectors for external IAM (eg. SSO, SAML, OpenID, etc.).

RT is easy to install and maintain. It's possible to use RT with the principal DB (MySQL/MariaDB, PostgreSQL, Oracle, and SQLite -- useful for PoC and development environment).

With the incoming email feature, it's possible to reduce the effort to integrate new customers in RT. The RESTful API offer methods for searching, creating and modifying ticket (useful for integrating BOT Chat).

Request trackers can provide valuable data and insights that can help organizations make better decisions about their resources and processes.Request trackers can help organizations streamline their workflow by automating tasks for me.

Request trackers handle sensitive information, so data security and privacy must be a top priority. So therefore I have to make sure that we are pritecting other people's privacy while using it. Which can be costly if you are looking for really good privacy protectors.

It is helping with organization and being effective to fix bugs. Set priorities for bug fixes based on severity, impact, and urgency.

The authorization system that enables me to toggle RT features, on or off. It might not be the simplest for beginners.

Request Tracker offers advantages such as compatibility with operating systems and real time response to requests but it requires significant customization effort to adapt to different workflows.

Request Tracker, a bug tracker widely used in CPAN smoothly solves the challenge of managing and tracking bugs in our business operations.

We have the ability to update the frequency of how often tickets come in.

After replying to an email we can resolve it, and if there is a reply the ticket will opens up again.

Search takes too long to perform, especially if we search by date.

Replying to internal and external request in a real time manner.

Helping students answer technology-related question.

Automation via Scrips and Actions and Critical information is always available and all in one place.

Dark Theme and Self-Service Customer Portal.

Works on Windows, Mac OS X, and Linux via the web.

One of the features that I like about Request tracker is how it enables creation of Custom Dashboards for different processes and how we can share the same with a group of people in the company who might need to see the number of tickets and the details of the tickets right in the software itself. And then comes its seamless Email integration with the Active Directory of our organization.

The way how the UI looks for this tool is not that great as some other ticketing software that other organizations generally use viz., Service Now, etc. However, what I've heard from the Enterprise team at our company is the absence of the nice look and feel is complemented by its seamless command line utility admin capabilities as well as the solution's pricing. And of course, another add-on this tool is missing is the problem with any ticket's timer. For example, when a Service Desk Analyst responds to a User ticket and stalls the ticket the ticket doesn't explicitly stops the timer. This produced a problem in our Service Metrics Reporting Activity.

Currently, the Request tracker is our sole Service Desk Management tool which forms the basis of communication between us and our clients, users. We are able to email our users about the latest developments with their requests, respond to any Major Incidents reported by them to us.

Be able to manage requests of any type and have an audit trail of all of them

None at all It's a great software that works beautifully

Managing requests with it makes possible anyone on the team keep track of everything

Request Tracker is a no-frills bug tracker software used by the Perl community (the tracker at https://rt.cpan.org is used by most Perl packages on the CPAN). The tracker won't win any design awards (it's not particularly pretty, it was made by engineers for engineers) but it works reasonably well for what it does. You open bugs, add comments, subscribe others to bugs, etc.

It's an older technology and lacks the sort of integration with version control systems that users come to expect.

In many cases, GitHub Issues may be a better fit (it's nice to be able to reference issues in your commits and have some basic integration between the two - e.g. "Changes foo, bar, qux. This addresses issue #42" -- the Request Tracker doesn't provide this sort of integration.

It works pretty well for what it does. Its use for basically all distributions on CPAN ensures that it can scale to a large number of projects and issues.

If you're comfortable with Git, look into solutions like Gitlab and GitHub or GitHub Enterprise. These provide better integration between the version control system and the issue tracker.

I'm a published CPAN author (JAWNSY), so I use Request Tracker for my distributions as it predated the popularity of GitHub and is the de facto standard bug tracker for CPAN authors. I use it for keeping track of bugs as well as to-do items, there are usual fields like Owner, Cc, Severity, Dependency links, etc.

It is open source which allow the much needed customisation

Difficult user interface. Merging tickets and replying to tickets with a long email chain is frustrating

Does your workflow match RT's? If not, it can take alot of work to customise

It gave us a customisable ticketing system