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Request Tracker Services

Request Tracker (RT) from BestPractical is an enterprise-grade ticketing system which enables diverse groups of people to intelligently and efficiently manage tasks, issues, and requests submitted by a community of users. RT manages key tasks such as the identification, prioritization, assignment, resolution and notification required by enterprise-critical applications including help desk, project management, software development and CRM. RT has been in use for many years at OUCS as their helpdesk system, and is in use by many teams inside the Department for other uses.

The NSMS team provide a managed hosting platform for Request Tracker providing a range of services. In all cases the database backend of the service is managed by NSMS and backed up on a daily basis.

Managed Service

The Managed Service service is suitable for an organisation that intends to use the service on a fairly large scale. It consists of a Request Tracker setup, over which you will have full administration rights. NSMS will ensure that email to the system and the secure web front end are correctly functioning, and that regular backups are taken. You will be able to add queues and authorised users (the system will be set up to use Webauth, by default). Email to <queuename>@<rtname> (eg it-support@rt.nsms.ox.ac.uk) will work, and be managed by NSMS, but we would recommend using aliases to hide these details from users.

Customisable Service

The Customisable Service, is a Managed Service in which you would have a UNIX login to the server. This would enable you to re-brand and add extensions to your service (at your own risk).

Training

A training service is available for new customers that are unfamiliar with the details of the RT system. There is also a consultancy service available if further customisation of the service is required to suite specific requirements.

Charges

For current charging information for this service see our RT services charges page.