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    Request Tracker (RT)

     Info
    Request Tracker is an enterprise grade, open source, issue tracking system

    Overview

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    Request Tracker (RT) is the system you need to track the important tasks you can't afford to forget. Organizations of all sizes use RT to track and manage customer requests, internal project tasks, and workflows of all sorts. With custom ticket lifecycles, seamless email integration, configurable automation, and detailed permissions and roles, RT serves the needs of your customers, your staff, and you.

    Highlights

    • Seamless Email Integration, Custom Workflows, Fine-grained rights & permissions, PGP & S/MIME Support
    • Time entry & task prioritizing, SLA automation & tracking, Automatic Notifications based on message or other ticket updates
    • Self-Service customer portal, Asset Tracking, Built In Knowledge base, Command-Line interface

    Details

    Delivery method

    Delivery option
    64-bit (x86) Amazon Machine Image (AMI)

    Latest version

    Operating system
    Debian 11

    Typical total price

    This estimate is based on use of the seller's recommended configuration (t3.medium) in the US East (N. Virginia) Region. View pricing details

    $0.042/hour

    Pricing

    Request Tracker (RT)

     Info
    Pricing is based on actual usage, with charges varying according to how much you consume. Subscriptions have no end date and may be canceled any time.
    Additional AWS infrastructure costs may apply. Use the AWS Pricing Calculator  to estimate your infrastructure costs.

    Usage costs (44)

     Info
    Instance type
    Product cost/hour
    EC2 cost/hour
    Total/hour
    t2.small
    $0.00
    $0.023
    $0.023
    t2.medium
    $0.00
    $0.046
    $0.046
    t2.large
    $0.00
    $0.093
    $0.093
    t2.xlarge
    $0.00
    $0.186
    $0.186
    t2.2xlarge
    $0.00
    $0.371
    $0.371
    t3.small
    $0.00
    $0.021
    $0.021
    t3.medium
    Recommended
    $0.00
    $0.042
    $0.042
    t3.large
    $0.00
    $0.083
    $0.083
    t3.xlarge
    $0.00
    $0.166
    $0.166
    t3.2xlarge
    $0.00
    $0.333
    $0.333

    Additional AWS infrastructure costs

    Type
    Cost
    EBS General Purpose SSD (gp3) volumes
    $0.08/per GB/month of provisioned storage

    Vendor refund policy

    Request Tracker is open source so there are not any licensing fees

    Legal

    Vendor terms and conditions

    Upon subscribing to this product, you must acknowledge and agree to the terms and conditions outlined in the vendor's End User License Agreement (EULA) .

    Content disclaimer

    Vendors are responsible for their product descriptions and other product content. AWS does not warrant that vendors' product descriptions or other product content are accurate, complete, reliable, current, or error-free.

    Usage information

     Info

    Delivery details

    64-bit (x86) Amazon Machine Image (AMI)

    Amazon Machine Image (AMI)

    An AMI is a virtual image that provides the information required to launch an instance. Amazon EC2 (Elastic Compute Cloud) instances are virtual servers on which you can run your applications and workloads, offering varying combinations of CPU, memory, storage, and networking resources. You can launch as many instances from as many different AMIs as you need.

    Version release notes

    https://docs.bestpractical.com/release-notes/rt/5.0.7  The only change in this version is a correction to the setup instructions.

    Additional details

    Usage instructions

    After creating a new EC2 instance for RT, RT will already be running. You can access it at the public ip address of the instance. You can change this to a hostname later.

    The default RT username is 'root' and password is your instance ID. You should change this as soon as you log in.

    You can ssh to the server using 'admin'. (More info: http://docs.aws.amazon.com/AWSEC2/latest/UserGuide/AccessingInstancesLinux.html )

    There should be an initial ticket to tell you where to setup the remaining config files. The information from that ticket is below.

    Setting Up RT

    Before you start using RT, there are a few things to configure on the server to take full advantage of its capabilities

    • Add this server to DNS for your domain name

    • Edit /opt/rt5/etc/RT_SiteConfig.pm and update Set( $rtname, 'ip.address') by replacing 'ip.address' with your domain

    • Edit .fetchmailrc to point to an email account for an RT user. For example if you are using gmail for your organization email:

      poll pop.gmail.com proto POP3 envelope Delivered-To user "rt@mydomain.com " to "rt@mydomain.com "="rt" "rt+comment@mydomain.com "="rt-comment" here password rt-at-mydomain-gmail-password ssl mda "/opt/rt5/bin/rt-mailgate --url http://localhost  --queue General --action correspond"

    • Restart httpd: sudo service httpd restart

    • Change the root user password: Logged in as root >> Settings >> About me >> Access control

    • Obtain a certificate and enable SSL in Apache for your RT

    Resources

    Vendor resources

    Support

    Vendor support

    We offer a number of support options for Request tracker and can help with any installation and configuration needs. https://bestpractical.com/support . Technical documentation for Request Tracker is available at https://bestpractical.com/resources  and through our community site at https://forum.bestpractical.com . sales@bestpractical.com , +1.617.812.0745

    AWS infrastructure support

    AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by Amazon Web Services.

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    Customer reviews

    Ratings and reviews

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    9 external reviews
    External reviews are sourced from G2  and are not included in the star rating for this product.
    Consumer Services

    Easy to use

    Reviewed on Dec 19, 2023
    Review provided by G2
    What do you like best about the product?
    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.
    What do you dislike about the product?
    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.
    What problems is the product solving and how is that benefiting you?
    It is helping with organization and being effective to fix bugs. Set priorities for bug fixes based on severity, impact, and urgency.
    Paramesh C.

    Best Request Tracker app for enterprises!

    Reviewed on Sep 11, 2023
    Review provided by G2
    What do you like best about the product?
    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 do you dislike about the product?
    What I think that we could ask for is integration with different technologies like version control system.
    What problems is the product solving and how is that benefiting you?
    Tracking and automating request made easy for me while working for diffrent projects.
    Jak U.

    Smooth Tracking & Issue Resolution

    Reviewed on Sep 02, 2023
    Review provided by G2
    What do you like best about the product?
    The authorization system that enables me to toggle RT features, on or off. It might not be the simplest for beginners.
    What do you dislike about the product?
    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.
    What problems is the product solving and how is that benefiting you?
    Request Tracker, a bug tracker widely used in CPAN smoothly solves the challenge of managing and tracking bugs in our business operations.
    Oil & Energy

    Request Tracker

    Reviewed on Sep 13, 2022
    Review provided by G2
    What do you like best about the product?
    Automation via Scrips and Actions and Critical information is always available and all in one place.
    What do you dislike about the product?
    Dark Theme and Self-Service Customer Portal.
    What problems is the product solving and how is that benefiting you?
    Works on Windows, Mac OS X, and Linux via the web.
    Giuseppe D.

    Request Tracker (RT) the ideal ticket-tracking solution for all IT teams and organizations

    Reviewed on Jan 28, 2022
    Review provided by G2
    What do you like best about the product?
    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
    What do you dislike about the product?
    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.).
    What problems is the product solving and how is that benefiting you?
    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).
    Recommendations to others considering the product:
    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).
    View all reviews