Sold by: Best Practical SolutionsÂ
Deployed on AWS
Request Tracker is an enterprise grade, open source, issue tracking system
Overview
Request Tracker (RT) is the system you need to track the important tasks you can't afford to forget. Organizations of all sizes use RT to track and manage customer requests, internal project tasks, and workflows of all sorts. With custom ticket lifecycles, seamless email integration, configurable automation, and detailed permissions and roles, RT serves the needs of your customers, your staff, and you.
Highlights
- Seamless Email Integration, Custom Workflows, Fine-grained rights & permissions, PGP & S/MIME Support
- Time entry & task prioritizing, SLA automation & tracking, Automatic Notifications based on message or other ticket updates
- Self-Service customer portal, Asset Tracking, Built In Knowledge base, Command-Line interface
Details
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Delivery method
Delivery option
64-bit (x86) Amazon Machine Image (AMI)
Latest version
Operating system
Debian 12
Deployed on AWS
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Features and programs
Financing for AWS Marketplace purchases
AWS Marketplace now accepts line of credit payments through the PNC Vendor Finance program. This program is available to select AWS customers in the US, excluding NV, NC, ND, TN, & VT.
Pricing
Pricing is based on actual usage, with charges varying according to how much you consume. Subscriptions have no end date and may be canceled any time.
Additional AWS infrastructure costs may apply. Use the AWS Pricing Calculator to estimate your infrastructure costs.
Dimension | Cost/hour |
|---|---|
t3.medium Recommended | $0.00 |
c5ad.xlarge | $0.00 |
t2.2xlarge | $0.00 |
c5.12xlarge | $0.00 |
m5n.large | $0.00 |
c5d.large | $0.00 |
c5.large | $0.00 |
c5.metal | $0.00 |
m5.2xlarge | $0.00 |
t3.large | $0.00 |
Vendor refund policy
Request Tracker is open source so there are not any licensing fees
Legal
Vendor terms and conditions
Upon subscribing to this product, you must acknowledge and agree to the terms and conditions outlined in the vendor's End User License Agreement (EULA)Â .
Content disclaimer
Vendors are responsible for their product descriptions and other product content. AWS does not warrant that vendors' product descriptions or other product content are accurate, complete, reliable, current, or error-free.
Delivery details
64-bit (x86) Amazon Machine Image (AMI)
Amazon Machine Image (AMI)
An AMI is a virtual image that provides the information required to launch an instance. Amazon EC2 (Elastic Compute Cloud) instances are virtual servers on which you can run your applications and workloads, offering varying combinations of CPU, memory, storage, and networking resources. You can launch as many instances from as many different AMIs as you need.
Version release notes
Additional details
Usage instructions
After creating a new EC2 instance for RT, RT will already be running. You can access it at the public ip address of the instance. You can change this to a hostname later.
The default RT username is 'root' and password is your instance ID. You should change this as soon as you log in.
You can ssh to the server using 'admin'. (More info: http://docs.aws.amazon.com/AWSEC2/latest/UserGuide/AccessingInstancesLinux.html )
There should be an initial ticket to tell you where to setup the remaining config files. The information from that ticket is below.
Setting Up RT
Before you start using RT, there are a few things to configure on the server to take full advantage of its capabilities
-
Add this server to DNS for your domain name
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Edit /opt/rt5/etc/RT_SiteConfig.pm and update Set( $rtname, 'ip.address') by replacing 'ip.address' with your domain
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Edit .fetchmailrc to point to an email account for an RT user. For example if you are using gmail for your organization email:
poll pop.gmail.com proto POP3 envelope Delivered-To user "rt@mydomain.com " to "rt@mydomain.com "="rt" "rt+comment@mydomain.com "="rt-comment" here password rt-at-mydomain-gmail-password ssl mda "/opt/rt5/bin/rt-mailgate --url http://localhost --queue General --action correspond"
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Restart httpd: sudo service httpd restart
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Change the root user password: Logged in as root >> Settings >> About me >> Access control
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Obtain a certificate and enable SSL in Apache for your RT
Resources
Vendor resources
Support
Vendor support
We offer a number of support options for Request tracker and can help with any installation and configuration needs. https://bestpractical.com/support . Technical documentation for Request Tracker is available at https://bestpractical.com/resources and through our community site at https://forum.bestpractical.com . sales@bestpractical.com , +1.617.812.0745
AWS infrastructure support
AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by Amazon Web Services.
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