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RT4 - The whole sordid story

The document provides an overview of Request Tracker (RT), a ticketing system developed by Best Practical, highlighting its features, history, and user base. It discusses the transition from RT 3.x to RT 4.0, detailing the challenges faced and lessons learned during development, including the impact of API changes on existing extensions. Furthermore, the document mentions the latest developments and encourages users to try out the release candidates of RT 4.0.

Technology◦

RT 4
(Request Tracker 4.0)
jesse@bestpractical.com
http://bestpractical.com

Hi, I'm Jesse Vincent

From Boston, MA in the US
Perl Hacker
Current Perl 5 “pumpking”
Android Hacker (K-9 Mail)
Kindle Hacker (Savory)
Former Perl 6 project manager

Finding me

@obra
jesse@bestpractical.com
facebook.com/jesse.vincent

Hi I'm Jesse

Original Author of RT
Partner at Best Practical
RT project lead

(That just I don't get to
code much anymore)

Best Practical

We make RT
We sell support
We sell training
We sell consulting
We sell custom development

Our offices

Boston, MA
Moscow, Russia
Hangzhou, China
Pinglin, Taiwan

RT: Request Tracker

General purpose ticketing system

It keeps track of what
needs to get done

Important properties of
ticketing systems
● Everything has a unique ID
● Everything has a timestamp
● History can't be edited or erased

What do you use a ticketing
system for?
Network operations Accounts Payable
Bug tracking Accounts
Receivable
Call center
Vacation rentals
Helpdesk
Youth counselling
Customer service
Workflow
Work orders

Who else uses RT?
http://requesttracker.wikia.com/wiki/RTUsers

●

● rt-action-linearescalate ● rt-extension-log-memoryusage
● rt-action-notifygroup ● rt-extension-menubarsearches
● rt-ajaxyreplypage rt-extension-mergeusers
●
rt-authen-bitcard
●
● rt-extension-mergeusershistory
● rt-authen-openid2
● rt-extension-nagios
● rt-bugtracker
rt-bugtracker-public ● rt-extension-notificationmatrix
●

● rt-condition-complex ● rt-extension-priorityasstring
● rt-crypt-smime ● rt-extension-quickcalls
● rt-extension-activityreports ● rt-extension-quickdelete
● rt-extension-activityreports-billing ● rt-extension-quickupdate
● rt-extension-addadminccsonqueuechange rt-extension-reportspam
●

rt-extension-attributewalker
●
● rt-extension-rt_cpan_org
rt-extension-captcha
rt-extension-spawnlinkedticketinqueue
●
●
● rt-extension-cloneticket-withdata
rt-extension-utils
● rt-extension-commandbyemail ●

rt-extension-commandbymail ● rtfm
●

● rt-extension-commentoncreate ● rtfm-extension-articletemplate
● rt-extension-customfield-hideemptyvalues ● rtir
● rt-extension-datediscordian ● rtx-calendar
● rt-extension-extractcustomfieldvalues ● rtx-emailcompletion
● rt-extension-formtools rtx-ticketlist-transactions
●
rt-extension-jsgantt
●
● rtx-workflowbuilder
● rt-extension-ldapimport

hcchien has been asking
me to do a talk on RT4
since at least 2006.

I've been promising “next year”
for 5 years.

In literature, they call
that foreshadowing

I do public RT trainings
a few times a year

RT 0.9 (1996)
● Designed for use at a single
company
● 2 sysadmins
● 30 users

RT 1.0 (1999)
● Same as RT 0.9
+ a bit more courage
● Used at hundeds of companies
● Dozens of CSRs
● Thouands of requests per day
● Intense guilt

RT 2.0 (2001)
● Total rewrite
● Just after Jesse escaped Microsoft
● DBIx::SearchBuilder
● Abstraction
● Whole new UI
● No more frames
● “Keywords”

RT 3.0 (2003)
● Overhauled web interface
● Extension mechanisms
● Internationalization
● Custom fields
● Cleaner internals
● Tests

RT 3.2 (2004)
● New search UI
● Spreadsheet / RSS output
● Outgoing mail preview and logging
● UI improvements
● No major structural changes
● More tests

RT 3.4 (2005)
● Reimplemented Custom Fields
● Custom fields on users, groups
transactions
● Generalized Transaction system
● Faster, Faster, Faster
● Prettier
● Even more tests

RT 3.6 (2006)
● All-CSS layout and styling
● Customizable homepage
● Built in charts and reports
● Ticket "reminders"
● Comprehensive test coverage
● Cleaner code

RT 3.8 (2008)
● More user preferences
● Timezones
● Theme
● Ticket history order
● New configuration system
● Even more tests

RT 3.8 (continued)
● “Favorite” tickets
● Ticket relationship graphs
● Branded queues
● iCal feeds
● PGP support

Never trust a vendor who
makes promises about
unreleased products

All Taiwanese know that
4 is very unlucky

We started thinking
about building RT 4.0

http://www.flickr.com/photos/swiv/4426214075/

http://www.flickr.com/photos/daymin/4715213393/

http://www.flickr.com/photos/18909153@N08/5241036226/

RT4 - The whole sordid story

1.
RT 4 (Request Tracker4.0) jesse@bestpractical.com http://bestpractical.com
2.
Hi, I'm JesseVincent From Boston, MA in the US Perl Hacker Current Perl 5 “pumpking” Android Hacker (K-9 Mail) Kindle Hacker (Savory) Former Perl 6 project manager
3.
Finding me @obra jesse@bestpractical.com facebook.com/jesse.vincent
4.
Hi I'm Jesse OriginalAuthor of RT Partner at Best Practical RT project lead
5.
(That just Idon't get to code much anymore)
6.
Best Practical We makeRT We sell support We sell training We sell consulting We sell custom development
7.
Our offices Boston, MA Moscow,Russia Hangzhou, China Pinglin, Taiwan
8.
(We're 11 people)
9.
RT: Request Tracker Generalpurpose ticketing system
10.
GNU GPLv2
11.
Continuous development since 1996
12.
O(100) downloads every day
13.
What is aticketing system?
14.
It keeps trackof what needs to get done
16.
It keeps trackof what got done
18.
...along with lots of metadata
20.
...and business logic
21.
...and access control
22.
...It's just aTODO list
23.
On some veryserious drugs
25.
not
27.
Important properties of ticketing systems ● Everything has a unique ID ● Everything has a timestamp ● History can't be edited or erased
28.
What do youuse a ticketing system for? Network operations Accounts Payable Bug tracking Accounts Receivable Call center Vacation rentals Helpdesk Youth counselling Customer service Workflow Work orders
29.
What we useRT for
30.
Bug Tracking
31.
Bronze/Silver/Gold support
32.
Customer Development
33.
Resumes
34.
Inbound Sales Inquiries
35.
Sales Leads
36.
Accounts Payable
37.
Accounts Receivable
38.
Who uses RT?
40.
Who else usesRT? http://requesttracker.wikia.com/wiki/RTUsers
41.
RT Scales
42.
It scales down
43.
(for testing ordevelopment)
44.
Run RT onyour laptop
45.
SQLite
46.
Standalone web server
47.
It scales up
48.
Largest RT Iknow about
49.
40,000-70,000 tickets
50.
...every day
51.
(Nearly 1 ticket/second)
52.
Multiple front-end appservers
53.
Big database server with hot standby
54.
Designed to behookable and pluggable
55.
Plugins
56.
● ● rt-action-linearescalate ● rt-extension-log-memoryusage ● rt-action-notifygroup ● rt-extension-menubarsearches ● rt-ajaxyreplypage rt-extension-mergeusers ● rt-authen-bitcard ● ● rt-extension-mergeusershistory ● rt-authen-openid2 ● rt-extension-nagios ● rt-bugtracker rt-bugtracker-public ● rt-extension-notificationmatrix ● ● rt-condition-complex ● rt-extension-priorityasstring ● rt-crypt-smime ● rt-extension-quickcalls ● rt-extension-activityreports ● rt-extension-quickdelete ● rt-extension-activityreports-billing ● rt-extension-quickupdate ● rt-extension-addadminccsonqueuechange rt-extension-reportspam ● rt-extension-attributewalker ● ● rt-extension-rt_cpan_org rt-extension-captcha rt-extension-spawnlinkedticketinqueue ● ● ● rt-extension-cloneticket-withdata rt-extension-utils ● rt-extension-commandbyemail ● rt-extension-commandbymail ● rtfm ● ● rt-extension-commentoncreate ● rtfm-extension-articletemplate ● rt-extension-customfield-hideemptyvalues ● rtir ● rt-extension-datediscordian ● rtx-calendar ● rt-extension-extractcustomfieldvalues ● rtx-emailcompletion ● rt-extension-formtools rtx-ticketlist-transactions ● rt-extension-jsgantt ● ● rtx-workflowbuilder ● rt-extension-ldapimport
57.
(and a bunchmore created by RT users)
58.
RT 4.0
59.
Now available?
60.
Not quite
61.
Christmas 2010: 4.0.0RC1
62.
March 24, 2011: 4.0.0 RC7
63.
Release next week?
64.
hcchien has beenasking me to do a talk on RT4 since at least 2006.
65.
I've been promising“next year” for 5 years.
66.
We started RT4in September 2007
67.
I named it3.999-DANGEROUS
68.
In literature, theycall that foreshadowing
69.
I do publicRT trainings a few times a year
70.
I talk aboutRT's history
71.
These are theslides I use
72.
A Brief Historyof RT
73.
RT 0.9 (1996) ● Designed for use at a single company ● 2 sysadmins ● 30 users
74.
RT 1.0 (1999) ● Same as RT 0.9 + a bit more courage ● Used at hundeds of companies ● Dozens of CSRs ● Thouands of requests per day ● Intense guilt
75.
RT 2.0 (2001) ● Total rewrite ● Just after Jesse escaped Microsoft ● DBIx::SearchBuilder ● Abstraction ● Whole new UI ● No more frames ● “Keywords”
76.
RT 3.0 (2003) ● Overhauled web interface ● Extension mechanisms ● Internationalization ● Custom fields ● Cleaner internals ● Tests
77.
RT 3.2 (2004) ● New search UI ● Spreadsheet / RSS output ● Outgoing mail preview and logging ● UI improvements ● No major structural changes ● More tests
78.
RT 3.4 (2005) ● Reimplemented Custom Fields ● Custom fields on users, groups transactions ● Generalized Transaction system ● Faster, Faster, Faster ● Prettier ● Even more tests
79.
RT 3.6 (2006) ● All-CSS layout and styling ● Customizable homepage ● Built in charts and reports ● Ticket "reminders" ● Comprehensive test coverage ● Cleaner code
80.
RT 3.8 (2008) ● More user preferences ● Timezones ● Theme ● Ticket history order ● New configuration system ● Even more tests
81.
RT 3.8 (continued) ● “Favorite” tickets ● Ticket relationship graphs ● Branded queues ● iCal feeds ● PGP support
82.
RT 4.0 (2008?)
83.
Never trust avendor who makes promises about unreleased products
84.
That's really whatit said!
85.
It was sortof a joke
86.
...little did Iknow
87.
All Taiwanese knowthat 4 is very unlucky
88.
You're supposed to just skip 4
89.
Nobody warned me
90.
...until last night!
91.
In my culture,6 is the unlucky number.
93.
Along came 2006
94.
We started thinking aboutbuilding RT 4.0
95.
RT is big
96.
http://www.flickr.com/photos/swiv/4426214075/
97.
RT is big
98.
http://www.flickr.com/photos/daymin/4715213393/
99.
RT is complex
100.
http://www.flickr.com/photos/18909153@N08/5241036226/

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