RT

Revision 2 as of 2010-03-27 21:18:17

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Note: This page should be considered incomplete and unreliable until this notice is removed.

Note: This information was generated for use with Ubuntu Lucid *Beta* as of 2010-03-27.

Note: The steps below were conducted in a Ubuntu Desktop KVM/libvirtd virtual machine running Ubuntu Server.

The following description comes from the RT creators/maintainers at http://bestpractical.com/rt/

  • RT is an enterprise-grade ticketing system which enables a group of people to intelligently and efficiently manage tasks, issues, and requests submitted by a community of users. The RT platform has been under development since 1996, and is used by systems administrators, customer support staffs, IT managers, developers and marketing departments at thousands of sites around the world. Written in object-oriented Perl, RT is a high-level, portable, platform independent system that eases collaboration within organizations and makes it easy for them to take care of their customers. RT manages key tasks such as the identification, prioritization, assignment, resolution and notification required by enterprise-critical applications including project management, help desk, NOC ticketing, CRM and software development. RT is used by Fortune 100 companies, government agencies, educational institutions, and development organizations worldwide.

Step 1: Starting Environment

This guide assumes the following starting environment:

Install Ubuntu Server

  • Choose to the LAMP, Mail, and OpenSSH options during task selection

Then run 

sudo apt-get update

followed by 

sudo apt-get dist-upgrade

to ensure you are running the latest fixes

Step 2: Install RT

This can be done in several ways, but the most straight-forward manner is to simply run 

sudo apt-get install request-tracker*

During the installation process, RT will ask some fairly straight-forward questions with good on-screen explanations of what is being asked of you.

Step 3: Configure RT

Note: The author of this guide uses Google Hosted Apps only as an example of an email service. You can use any email service that provides appropriate access to the emails for RT to use. You could even run your own email server, but that is beyond the scope of this guide.

'UNDER CONSTRUCTION' To be completed soon.