Request Tracker

Request Tracker (RT) Software Review

Request Tracker (RT) is a well-established and highly regarded open-source request tracking system. Often categorized as a helpdesk or issue tracking system, RT's true power lies in its flexibility and ability to be shaped into a workflow management tool for virtually any process involving requests or tasks.

Core Functionality and Workflow

At its heart, RT excels at capturing, organizing, and tracking requests. These requests, or tickets, can originate from various sources, most commonly email, but also through web forms, APIs, and even command-line interfaces. Once a ticket is created, it enters a queue, where it can be assigned to individuals or groups, have its status updated, and be enriched with context and communications.

One of RT's most compelling features is its workflow engine. Unlike many rigid ticketing systems, RT allows administrators to define states and transitions for tickets, creating custom workflows that mirror an organization's specific processes. These workflows can be simple, like 'Open -> Resolved -> Closed', or complex, involving multiple stages, approvals, and conditional transitions. Customizable triggers further enhance this by enabling automated actions based on specific events, such as sending notifications, assigning tickets, or modifying ticket properties. This level of workflow customization is a significant advantage for organizations with unique operational requirements.

Customization and Extensibility

RT's architecture is built for customization. Beyond workflows and triggers, virtually every aspect of the system can be configured, from custom fields to user roles and permissions. This allows organizations to collect and track the exact information they need for each type of request. For developers and technically inclined administrators, RT offers a comprehensive API and a robust plugin system, enabling integration with other software and the development of custom features. This extensibility is crucial for organizations that need RT to interact with existing systems or have specialized needs that are not met by the core functionality.

User Interface and Experience

Historically, RT's user interface has been functional but arguably less polished than some modern, commercially-developed platforms. While it provides all the necessary tools and information, navigating the interface can sometimes feel less intuitive for new users. However, recent versions have seen improvements in this area, with ongoing efforts to modernize the look and feel. Despite this, the power and depth of configuration come with a certain level of complexity, meaning that initial setup and ongoing administration require a moderate level of technical expertise. For end-users interacting with the system to submit or track their requests, the experience is generally straightforward, particularly through email.

Beyond Helpdesk

While RT is an excellent helpdesk system, its capabilities extend far beyond IT support. It is successfully used in various domains:

• Bug Tracking: Developers can track, prioritize, and manage software defects.
• Project Management: Simple project tasks can be broken down and tracked.
• Customer Service: Managing customer inquiries, feedback, and service requests.
• Incident Management: Tracking and resolving system incidents.
• HR Processes: Managing internal requests like onboarding or leave requests.

The ability to create different queues and workflows for these distinct use cases makes RT a versatile tool for consolidating various tracking needs within a single platform.

Reporting and Analytics

RT includes a powerful reporting engine that allows administrators to create custom reports on virtually any data point within the system. This is essential for analyzing performance, identifying trends, measuring service level agreements (SLAs), and making data-driven decisions. Reports can be saved, shared, and scheduled for automated delivery.

Community and Support

As an open-source project, RT benefits from a strong and active community. This community provides extensive documentation, support forums, and contributes to the development of the software. For organizations requiring guaranteed support and service level agreements, Best Practical Solutions, the company behind RT, offers commercial support and consulting services, bridging the gap between open-source freedom and enterprise-grade reliability.

Conclusion

Request Tracker is a highly capable, flexible, and powerful request tracking and workflow automation system. Its strength lies in its unparalleled customization options and robust feature set, particularly its email handling and workflow engine. While it may have a steeper learning curve and a less modern interface compared to some commercial offerings, its open-source nature, extensibility, and ability to adapt to diverse use cases make it an excellent choice for organizations that require a highly tailored solution. For those willing to invest in configuration and administration, RT provides a powerful platform for managing and optimizing various operational processes.