[NCLUG] Request Tracker (was: NCLUG HackingSociety Meeting Minutes, 2002-03-26)

[Michael Dwyer]

> =======================
> Evelyn Mitchell:
> 
> Attempting to install the new Double-Chocco-Latte (DCL), a time tracking
> program.  It wasn't well documented, so she didn't get very far.  Took a
> look at installing Request-Tracker, but it requires some things she didn't
> have installed, again didn't get very far.

For what it is worth, I've used RT for a couple of years, now.  For a
light-weight request tracking system, it is unbeatable.  I use it to
track requests to IT.  "Got a problem?  Send mail to helpme at example.com"

Some important caveats, though:  
 o The database is only used to track the metadata.  All the actual
conversation is stored in a hashed flat files. :(  
 o There isn't a keyword search.  The only way that I have found is to
grep -r the flat files. :(
 o You should consider adding stripmime to the system -- it doesn't
handle attachments well at all.

RT is excellent if people mail you problems, and you handle them from
the web interface.  There is also a commandline and TCL interface (I
think), but I haven't used them much...

Anyway, I like it.  But if anyone knows of a better option, I'm open to
hear it!