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From the Frontiers of Research to the Heart of the Enterprise
O'Reilly Open Source Convention
Sheraton San Diego Hotel and Marina
July 22-26, 2002 -- San Diego, CA



The RT Issue Tracking Platform: What It Is, How to Use It
Jesse Vincent, Best Practical Solutions LLC
Robert Spier, Google

Track: Emerging Topics
Date: Friday, July 26
Time: 10:45am - 11:30am
Location: Harbor Island II

Tracking tasks, issues, and projects is an activity common to all business and technical disciplines, from software development to customer service. RT, the Request Tracker, is a robust, open-source ticketing system that supports efficient, agile workflow by tracking projects, issues and requests, from inception to resolution, in a community of users.

RT is a flexible, lightweight, extensible set of tools and technologies, including Web, email and command-line interfaces; an SQL database backend; granular access control that allows users to do their work but also protects the system; a flexible 'keywords' system which allows a local site to keep track of ticket metadata sensibly; extensible linking that ties tickets to each other and to external databases; and clean, object-oriented design based on perl and other open source technology.

RT has achieved broad acceptance worldwide in businesses, educational institutions and development organizations that rely on agile workflow to provide customer support, bug tracking, software development, trouble ticketing, and other activities for which a group of folks need to keep track of a list of tasks. Join Jesse Vincent, the creator of RT, to discover how to put this flexible, extensible platform to work in your organization.

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