Sold by: Best Practical Solutions
Deployed on AWS
AWS Free Tier
Request Tracker is an enterprise grade, open source, issue tracking system
3.9
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 13
Deployed on AWS
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Introducing multi-product solutions
You can now purchase comprehensive solutions tailored to use cases and industries.
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
This product is available free of charge. Free 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.
Dimensions summary
The software itself is free. You pay only for the AWS EC2 instance you run it on, billed hourly. Each dimension maps to a specific instance type across several families: general-purpose (m5, t2, t3 variants) and compute-optimized (c5 variants), plus their disk, network, and processor-optimized versions. Sizes range from small and medium instances up to metal and 24xlarge configurations. Larger or more capable instances carry higher hourly rates. You choose the instance that matches your workload's compute, memory, and networking needs, and your hourly cost scales with that choice.
Top-of-mind questions for buyers
Request Tracker is open source and free to download. On AWS Marketplace, your charge is the hourly rate for the EC2 instance type you select to run it. Each dimension maps to one instance size. You pay for the compute you deploy, not for the software license.
Hourly charges accrue only while the instance runs. A fully stopped instance stops the hourly software rate. Underlying AWS storage for the instance's disk may still apply through your AWS account. The metering follows running instance-hours for the size you chose.
Yes. The Marketplace image deploys into your own AWS account, giving you direct control of the infrastructure. You manage the instance, and your hourly cost scales with the instance size you select. This differs from a fully managed hosting arrangement where the vendor runs the infrastructure for you.
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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) .
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
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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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Customer reviews
Consumer Services
Easy to use
Reviewed on Dec 19, 2023
Review provided by G2
What do you like best about the product?
Request trackers can provide valuable data and insights that can help organizations make better decisions about their resources and processes.Request trackers can help organizations streamline their workflow by automating tasks for me.
What do you dislike about the product?
Request trackers handle sensitive information, so data security and privacy must be a top priority. So therefore I have to make sure that we are pritecting other people's privacy while using it. Which can be costly if you are looking for really good privacy protectors.
What problems is the product solving and how is that benefiting you?
It is helping with organization and being effective to fix bugs. Set priorities for bug fixes based on severity, impact, and urgency.
Paramesh C.
Best Request Tracker app for enterprises!
Reviewed on Sep 11, 2023
Review provided by G2
What do you like best about the product?
Automating the request is one the best feature for tracking defects, enhancement and other things in organisation. Providing custom dashboard will help to organising thing easily.
What do you dislike about the product?
What I think that we could ask for is integration with different technologies like version control system.
What problems is the product solving and how is that benefiting you?
Tracking and automating request made easy for me while working for diffrent projects.
Jak U.
Smooth Tracking & Issue Resolution
Reviewed on Sep 02, 2023
Review provided by G2
What do you like best about the product?
The authorization system that enables me to toggle RT features, on or off. It might not be the simplest for beginners.
What do you dislike about the product?
Request Tracker offers advantages such as compatibility with operating systems and real time response to requests but it requires significant customization effort to adapt to different workflows.
What problems is the product solving and how is that benefiting you?
Request Tracker, a bug tracker widely used in CPAN smoothly solves the challenge of managing and tracking bugs in our business operations.
Oil & Energy
Request Tracker
Reviewed on Sep 13, 2022
Review provided by G2
What do you like best about the product?
Automation via Scrips and Actions and Critical information is always available and all in one place.
What do you dislike about the product?
Dark Theme and Self-Service Customer Portal.
What problems is the product solving and how is that benefiting you?
Works on Windows, Mac OS X, and Linux via the web.
Giuseppe D.
Request Tracker (RT) the ideal ticket-tracking solution for all IT teams and organizations
Reviewed on Jan 28, 2022
Review provided by G2
What do you like best about the product?
RT help the IT people to track and resolve problem and incident requests for all type of customers.
RT offer three methods for interact with the system:
- via GUI
- via RESTful API
- via e-Mail
If you enable RT email-incoming feature, it's possible to open a ticket and respond to the ticket via e-Mail (this feature reduce the customers effort to integrate his ticketing systems in RT).
The RT user interface is a clean and offer all typicals features of ticket-tracking systems:
- a ticket workflow (standard and customizable lifecycle)
- a notifcation system
- custom fields
- asset-management and KB
- report, chart and dashboard for ticket monitoring
- SLA
RT offer three methods for interact with the system:
- via GUI
- via RESTful API
- via e-Mail
If you enable RT email-incoming feature, it's possible to open a ticket and respond to the ticket via e-Mail (this feature reduce the customers effort to integrate his ticketing systems in RT).
The RT user interface is a clean and offer all typicals features of ticket-tracking systems:
- a ticket workflow (standard and customizable lifecycle)
- a notifcation system
- custom fields
- asset-management and KB
- report, chart and dashboard for ticket monitoring
- SLA
What do you dislike about the product?
RT offers a fine-graded authorization for enabling or disabling RT features but for the beginner users is not easy.
The standard RT authentication is:
- Local Database
- LDAP/Active Directory
You can install other authentication methods via plugins or connectors for external IAM (eg. SSO, SAML, OpenID, etc.).
The standard RT authentication is:
- Local Database
- LDAP/Active Directory
You can install other authentication methods via plugins or connectors for external IAM (eg. SSO, SAML, OpenID, etc.).
What problems is the product solving and how is that benefiting you?
With the incoming email feature, it's possible to reduce the effort to integrate new customers in RT. The RESTful API offer methods for searching, creating and modifying ticket (useful for integrating BOT Chat).
Recommendations to others considering the product:
RT is easy to install and maintain. It's possible to use RT with the principal DB (MySQL/MariaDB, PostgreSQL, Oracle, and SQLite -- useful for PoC and development environment).