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Consulting

Tutorial: Request Tracker

Tuesday 11th August 2009, London

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. Book now: online or booking PDF.

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 organisations worldwide.

RT is the leading open-source issue-tracking system. Designed to make it easy for your organisation to track any sort of "task". Various organisations, ranging in size from large corporations to the smallest non-profit use RT across a wide range of business cases. Frequent uses include the tracking of software defects, customer service inquiries, internal workflow, project management, network operations and even youth counselling. RT is powerful, flexible and built from the ground up to adapt to your organization and needs.

This comprehensive session will cover:

• RT's system architecture
• A guided tour of the RT source code
• Extension mechanisms you can use to customize RT
• How to tie RT into your existing authentication infrastructure
• Bulding your own tools that talk to the RT backend
• Automating common procedures
• Customizing RT's workflow to match your own
• How to write custom reports based on RT's data

Jesse Vincent is the author of RT and the founder of Best Practical Solutions, LLC, a company dedicated to open source tools to help people and organizations keep track of what needs doing, when it gets done, and who does it. Before founding Best Practical, Vincent worked as the systems lead for a now-defunct dotcom and as a software designer at Microsoft.

• UKUUG members: (Individual & Academic) £260 + vat
• UKUUG members: (Commercial) £350 + vat
• Non-members: (Individual & Academic) £320 + vat
• Non-members: (Commercial) £500 + vat

The above prices include FULL day tutorial, refreshments, lunch and a set of tutorial notes. For full details and terms and conditions, see the booking form

This tutorial is an updated version of the that given in November 2007.