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Request Tracker (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.
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 organizations worldwide.
Main features:
- RT is your organizations focal point for tracking tasks, issues, knowledge, and collaboration.
- Its easy to submit, assign, prioritize, search, escalate, and report on issues.
- RT keeps track of each tickets full history and metadata to help your organization better retain knowledge and analyze trends.
- RT can track multiple projects for multiple teams within a single installation.
- RT tracks critical system metadata, including time spent per action, due dates, and estimated time to completion.
- Its easy to record private comments that are not available to end-users.
- RTs web interface comes complete with an intuitive "iterative" search interface that allows end users to construct complex queries by pointing and clicking within their web browsers.
- Users can save and edit queries later, using their browsers "bookmarks" feature.
- Users dont need to do anything special -- they can just send email to RT. RT will take care of thanking them for their message, automatically routing it to the appropriate staff, and making sure all future correspondence gets to the right place.
- RT provides a simple, self-service interface that allows end users to view their own active and resolved tickets online.
- RTs web interface is designed to be easy to use from any browser. Just working in Internet Explorer and Netscape isnt enough. Your staff need to be able to get work done anytime, anywhere.
- Whether you use Windows, MacOS or Unix, your staff already have everything they need to access RT.
- RT works great from a handheld or screen-reader (for the blind.) Best Practical is working with users to ensure that a future release is fully compliant with Section 508 accessibility requirements.
- A powerful new command-line interface that allows power users to quickly and easily work with RT, even if theyre out of the office is currently available for testing by the public.
- Youve got customers around the world. RT lets you interact with them in their own language. Internally, RT converts all data to UnicodeTM, so you can respond to users in their native tongue, but work in yours.
- Youve got staff around the globe. RTs web interface has been fully internationalized. Right now, RT speaks English, German, French, Dutch, Portuguese, Russian, Czech, Japanese, Traditional Chinese, and Simplified Chinese. Adding new languages is a breeze, if you need something RT doesnt support yet. On login, RT automatically detects which language each user prefers, so staff members can collaborate even if they speak different languages.
- Unlike costly proprietary issue tracking systems, an administrator can have a basic RT system up and running in an afternoon.
- RT is built to be useful right out of the box. You dont need expensive consultants
- Theres no client software to manage or keep up to date. Your existing web browser and email clients are all you need.
- RT is written in object-oriented perl. Not only do you get the complete source code to the product with every download, but your staff can begin customizing RT to meet your needs within hours.
- RTs web interface and mail gateway are built on top of the same API we publish for you to write your own tools on top of. The interface is documented and there are numerous third party tools to use as examples and templates.
- Every organization needs to track specialized data. RT lets you define list-based and freeform custom fields to help track your tickets. Once you create custom fields, its easy to search on them, just like RTs predefined fields.
- All of RTs mailing rules are based around a powerful custom business logic system called "Scrips." Scrips make it easy for a local administrator to make RT do ANYTHING whenever a ticket is created or updated, without making it hard to upgrade.
- RTs entire web interface is built on a flexible templating system that lets you build your own web-based tools or alter RTs look and feel to better fit your organization.
- If you dont want to radically change RTs interface, you can add your own components to RTs pages. A web callback system lets you drop miniature templates into RTs web pages.
- If you need even more power, "Code overlays" let you customize RTs internal behaviour without touching RTs core libraries.
Enhancements:
- This release includes numerous small cleanups and improvements.
- It fixes the dreaded "infinite relogin" bug.

Pluto Request Action Library allows you to create a client/server application, where client sends requests, server replies with responses and optional actions. Very object oriented, and takes only minutes to get going. Same library used for both server & client side.

How does it work?

The client creates "Requests" which it sends to the server. The server will process the request, set some return variables, and can optionally add "Actions" it wants the client to execute in response. An example is a cashiers computer (the client) sends the central credit card processing server a request to "process a credit card", the server responds with the authorization code and also includes an action "give customer a message" which causes a message to appear on the cashiers computer.
Both the client and server use the same library. Both create an instance of RA_Processor.

The only difference is the server calls "ReceiveRequest" and the client creates the actual requests, and calls RA_Processors "SendRequest".
To create a request, just create a class derived from RA_Request. Add some member variables for the request and variables for the response. Your request must be derived from SerializeClass--a base class that facilitates taking an object (a request in this case), serializing the variables into a binary block, and then on the other end reconstructing the class with all the data. The framework handles everything. You just add the data members.

In the above example, the request variables would probably be the credit card information and maybe the customer ID, and the response variables would be the authorization code. RA_Request has a pure virtual function "ProcessRequest" which will be called on the server to handle the request. Both the client and the server have the same Request/Action classes. When the client side passes a request to the RequestProcessor, the framework handles serializing all the request member variables, making the socket connection to the server and sending the request to the server.

On the server, the framework will create an instance of the request class and deserialize all the data and call the "ProcessRequest" member function. That is the only function the server needs to implement. From within ProcessRequest, the server needs to set the response variables. When ProcessRequest returns, the framework will serialize the response variables, send them back to the client, update the clients original request with the response, and execution will continue. Less than 10 lines of code are required to make it work, and the project includes a sample client/server application you can extend.

CGI::Request is a parse client request via a CGI interface.

SYNOPSIS

use CGI::Request;

# Simple interface: (combines SendHeaders, new and import_names)

$req = GetRequest($pkg);

print FmtRequest(); # same as: print $req->as_string


# Full Interface:

$req = new CGI::Request; # fetch and parse request

$field_value = $req->param(FieldName);
@selected = $req->param(SelectMultiField);
@keywords = $req->keywords; # from ISINDEX

print $req->as_string; # format Form and CGI variables

# import form fields into a package as perl variables!
$req->import_names(R);
print "$R::FieldName";
print "@R::SelectMultiField";

@value = $req->param_or($fieldname, $default_return_value);

# Access to CGI interface (see CGI::Base)

$cgi_obj = $req->cgi;
$cgi_var = $req->cgi->var("REMOTE_ADDR");


# Other Functions:

CGI::Request::Interface($cgi); # specify alternative CGI

CGI::Request::Debug($level); # log to STDERR (see CGI::Base)


# Cgi-lib compatibility functions
# use CGI::Request qw(:DEFAULT :cgi-lib); to import them

&ReadParse(*input);
&MethGet;
&PrintHeader;
&PrintVariables(%input);

This module implements the CGI::Request object. This object represents a single query / request / submission from a WWW user. The CGI::Request class understands the concept of HTML forms and fields, specifically how to parse a CGI QUERY_STRING.