Welcome back for another episode of the ABC's of NSM.  What's NSM you say?  We'll go with Network and System Management, but you could throw Security in there as well.  We'll work our way through the alphabet over the next several weeks looking at  tools and concepts along the way for all the administrators out    there.   By the way, you can thank Joe for the format & Don for the title  (I  couldn't for the life of me come up with one.)

Today's letter R is for RT.  RT, or Request Tracker, is a very efficient and customizable open-source ticketing system.  It also has a polished look not typical of open-source packages.  RT is written in Perl, and runs on most of the *nix platforms including FreeBSD and Mac OS X.  All data is stored in your db of choice among MySQL, PostgreSQL, and Oracle.  RT has a robust feature set, allowing you to track not only problems, but tasks, and mind share as well.  Users don't have to remember a URL and a username and password, they can just send an email and follow up through that thread as necessary.  Users and administrators can be sliced and diced into various roles so they only see what they should, and the workflow, escalation policies, etc, can be managed through their Scrips system.  I've used an earlier version of RT in a couple different places, one for problem tracking, the other for mind share searching.  The latest version is definitely worth a look. 

The RT wiki has an abundance of documentation, but there is an O'Reilly book (RT Essentials) as well.


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