Request/Issue Tracker can automate and document the whole process of user requests, thier status and resolution. User can raise a request to concern dept or group just be sending a mail to one designate mail id. Ex. support@nabiranetworks.com and it will generate an issue ticket. All the work & status will be automatically send to requestor via emails, while people are working on his ticket.


It has potential to reduce phone bills also. Some of the features of request tracker is as follows:

• RT is your organization's focal point for tracking tasks, issues, knowledge, and collaboration.
• It's easy to submit, assign, prioritize, search, escalate, and report on issues.
• RT keeps track of each ticket's 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.
• It's easy to record private comments that are not available to end-users.
• RT's 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 browser's "bookmarks" feature.

Convenient for end users

• Users don't 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.
• RT's web interface is designed to be easy to use from any browser. Just working in Internet Explorer and Netscape isn't 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.