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Request Tracker

2.8
(4)

RT is a battle-tested issue tracking system which thousands of organizations use for bug tracking, help desk ticketing, customer service, workflow processes, change management, network operations, youth counselling and even more.

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Showing 4 Request Tracker reviews
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Request Tracker review by Anirudh P.
Anirudh P.
Validated Reviewer
Review Source

"A Non-Ideal Ticketing Software"

What do you like best?

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.

What do you dislike?

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.

What business problems are you solving with the product? What benefits have you realized?

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.

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Request Tracker review by Jonathan Y.
Jonathan Y.
Validated Reviewer
Verified Current User
Review Source

"The venerable bug tracker, used on CPAN"

What do you like best?

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.

What do you dislike?

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.

Recommendations to others considering the product

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.

What business problems are you solving with the product? What benefits have you realized?

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.

What Bug Tracking solution do you use?

Thanks for letting us know!
Request Tracker review by User in Internet
User in Internet
Validated Reviewer
Verified Current User
Review Source

"Difficult to use and basic"

What do you like best?

It is open source which allow the much needed customisation

What do you dislike?

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

Recommendations to others considering the product

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

What business problems are you solving with the product? What benefits have you realized?

It gave us a customisable ticketing system

Request Tracker review by Administrator
Administrator
Validated Reviewer
Review Source

"request tracker"

What do you like best?

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

What do you dislike?

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

What business problems are you solving with the product? What benefits have you realized?

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

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* We monitor all Request Tracker reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. Validated reviews require the user to submit a screenshot of the product containing their user ID, in order to verify a user is an actual user of the product.