Presentation: RT: Request Tracker, Jesse Vincent

Introduction
RT is an industrial-grade ticketing system. It lets a group of people intelligently and efficiently manage requests submitted by a community of users. RT is used by systems administrators, customer support staffs, NOCs, developers and even marketing departments at over a thousand sites around the world.

How it works
Many sites have RT set up something like this:
(The workflow is quite flexible and RT can easily be customized to work well for your organization.)

• Someone sends email to help@example.com reporting a problem or issue.
• RT records the new issue in its database and sends the user an electronic "ticket stub" which he can refer to in further correspondence about this issue.
• RT forwards the email to a set of staff members.
• One of the staff members takes ownership of the issue and drafts a reply to the user, which RT automatically records and forwards to the user.
• The staff member resolves the ticket and heads down to the pub for a pint.

URLs
http://www.bestpractical.com/

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