Developing a Request Tracker plugin for fun and profit

20 minutes



I'll tell you how I created a plugin for RT ticket system that significantly increased a productivity of one of the Internet Service Providers in Moscow allowing them to handle thousands of user requests more efficiently.

This talk can also serve as a beginner's introduction to RT internals and plugin development.

RT (Request Tracker) - is a mature ticketing platform written entirely in Perl with a strong orientation to email-based support and high configurability. Staff can manage ticket replies via email or use RT's full web interface. 

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