Request Tracker 4.0 Boot Camp

Request Tracker (RT) is an enterprise-grade ticketing system. It’s designed to help your organization track what needs to get done and what still needs doing. From basic customer service to advanced back-office workflows, RT is flexible enough to keep your processes smooth and effective.

RT 4.0, released earlier this year, introduces numerous new features and options including a mobile interface, full text searching, configurable ticket lifecycles and several new custom field types.

This tutorial, geared for systems administrators, will help you evaluate your issue tracking and workflow needs and show you how to deploy a new RT instance or better utilize your existing instance to help your organization get more done with little customization or retraining.

This tutorial will cover:

• New features in RT 4.0
• Evaluating and specifying your issue tracking and workflow needs
• Server sizing, database choices and deployment planning
• Installation of RT
• Upgrading from earlier versions
• Basic RT configuration
• Minimally invasive use of RT to improve workflow without adding overhead
• Backup and restore operations
• Email integration
• Application and server security best practices
• Integrating RT with other tools and systems
• Day to day administration and housekeeping
• Deploying pre-built RT extensions and customizations
• Basic customizations and development to meet in-house needs
• Using Articles to make keep customer interaction quick, consistent and high-quality