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Request Tracker Self Service User Guide

Request Tracker Self Service User Guide 2025

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The 'Request Tracker Self Service User Guide' provides instructions for users on how to log in, create, update, and reopen technical issue tickets submitted to the Computer Center. It outlines the steps for logging in, selecting the appropriate queue for issues, filling out ticket details, adding information to existing tickets, and reopening closed tickets if necessary.

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Got questions?

We have answers to the most popular questions from our customers. If you can't find an answer to your question, please contact us.

What is the default credentials for request tracker?

RT is open source (FOSS) and distributed under the GNU General Public License. Request Tracker for Incident Response (RTIR) is a special distribution of RT to fulfill the specific needs of CERT teams.

How do you create a user in request tracker?

RT Configuration: Create your User On the top of the screen choose Admin = Users = Create and then click on the Create item in the menu. You will now be presented with the following dialogue. Fill in the fields, and make sure the checkbox Let this user be granted rights is checked.

Is request tracker free?

RT is, and forever will be, freely available to download and deploy. If you are comfortable maintaining RT on-premise, you can grab the latest stable release here.

What is the RT ticketing system?

RT is an enterprise-grade ticketing / helpdesk software which enables a group of people to intelligently and efficiently manage tasks, issues, and requests submitted by a community of users. It is widelyt used used as an helpdesk system.