Richard CAtA, 123RF.com
Request Tracker – the underestimated open source ticket system
Take a Number
The Information Technology Infrastructure Library (ITIL) [1] which was developed back in the 1980s, has established itself in recent years as the standard for IT Service Management (ITSM). One of the most important functions within the ITIL framework is the service desk – the central and single point of contact for all users. Along with some major, commercial ITIL software suites, open source systems are also available – OTRS [2] and RT: Request Tracker [3], which can manage a range of business and support processes. In this article, I'll concentrate on RT.
Everything in Place
RT offers all the functions you need to operate a tracking system out of the box, including: acceptance and identification of email or other queries, allocation of priorities, assignment of tickets to processing staff, notification of the original requester, and final closing of the query at the end of the process. Although most customers and end users will use email to communicate with the application, the help desk staff can rely on a clear-cut web interface that has been translated into more than 30 languages (Figure 1).
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