Request Tracker

Request Tracker is an open-source, self-hosted issue and ticket tracking system. It allows organizations to manage tasks by tracking what needs to be completed, assigning personnel to specific tasks, and monitoring the progress and completion dates of various requests. The system serves as a centralized hub for managing customer support, bug tracking, and internal project management tasks.

The software is deployed as a web application on a server. It requires a Perl environment and a supported SQL database to function. Users interact with the system through a web browser to create and manage tickets, while administrators handle the installation, database initialization, and system configuration via a command line interface and specific configuration files such as RT_SiteConfig.pm.

Key features

• Ticket tracking for task management and completion progress
• Support for multiple SQL databases including MySQL, MariaDB, Postgres, and Oracle
• Integration with web servers via FastCGI or mod_perl
• Full-text indexing support for database searches
• Ticket relationship graphing via the graphviz library
• Dashboard emails containing charts generated via Chromium
• Automated dependency installation using Perl CPAN
• HTML conversion utility support for improved performance

Built with Perl, the application is designed for enterprise environments that require a scalable system for issue management. It integrates with common web servers like Apache and nginx and supports various database backends to suit different infrastructure needs. The installation process includes a configure script to define installation directories and database types, and a web installer for initial setup. For production environments, the software supports TLS certificates to ensure secure cookie handling and user authentication.

The system is intended for organizations that need to coordinate complex workflows and maintain a detailed historical record of task resolution. It provides the necessary tools to track who is working on which task and ensures that no request is overlooked during the lifecycle of a project.

Request Tracker is positioned as a general purpose ticketing and issue tracking system for organizational task management.