Instituto Superior Técnico

Serviços de Informática


Request Tracker or RT is a tool used for tracking and managing incoming requests for service received via e-mail.

RT allows the creation of queues with an associated email address, where each new request received by email create a ‘ticket’. The tickets can be handled by any of the people with access to the queue. The system should be used via web access, with a browser, and allows a permanent achieve of the correspondence and comments associating with handling each ticket. O RT permite a criação de filas com um endereço de email associado, onde cada novo pedido recebido por email dá origem a um ‘ticket’. Os tickets podem ser tratados por qualquer das pessoas com acesso à fila. O sistema deve ser usado via browser e permite ter em cada ticket um arquivo permanente da correspondência e comentários relativos ao tratamento de pedido.

In Técnico the RT service for the core and central services that request it, for which its use is justified given the complexity of the tool. If so, the specific parameterizations are carried out and training is given to the users of the requesting unit.

We make available here use instructions for RT for our services that have to manage queues in this system.