<s>
Request	B-Language
Tracker	I-Language
,	O
commonly	O
abbreviated	O
to	O
RT	B-Language
,	O
is	O
a	O
ticket-tracking	B-Application
software	O
written	O
in	O
Perl	B-Language
used	O
to	O
coordinate	O
tasks	O
and	O
manage	O
requests	O
among	O
an	O
online	B-Architecture
community	I-Architecture
of	O
users	O
.	O
</s>
<s>
RT	B-Language
's	O
first	O
release	O
in	O
1996	O
was	O
written	O
by	O
Jesse	O
Vincent	O
,	O
who	O
later	O
formed	O
Best	O
Practical	O
Solutions	O
LLC	O
to	O
distribute	O
,	O
develop	O
,	O
and	O
support	O
the	O
package	O
.	O
</s>
<s>
RT	B-Language
is	O
open	O
source	O
(	O
FOSS	B-License
)	O
and	O
distributed	O
under	O
the	O
GNU	B-License
General	I-License
Public	I-License
License	I-License
.	O
</s>
<s>
Request	B-Language
Tracker	I-Language
for	O
Incident	O
Response	O
(	O
RTIR	O
)	O
is	O
a	O
special	O
distribution	O
of	O
RT	B-Language
to	O
fulfill	O
the	O
specific	O
needs	O
of	O
CERT	O
teams	O
.	O
</s>
<s>
RT	B-Language
is	O
written	O
in	O
Perl	B-Language
and	O
runs	O
on	O
the	O
Apache	B-Application
and	O
lighttpd	B-Protocol
web	O
servers	O
using	O
mod_perl	O
or	O
FastCGI	O
with	O
data	O
stored	O
in	O
either	O
MySQL	B-Application
,	O
PostgreSQL	B-Application
,	O
Oracle	B-General_Concept
or	O
SQLite	B-Language
.	O
</s>
<s>
It	O
is	O
possible	O
to	O
extend	O
the	O
RT	B-Language
interface	O
using	O
plug-ins	O
written	O
in	O
Perl	B-Language
.	O
</s>
<s>
This	O
task	O
included	O
setting	O
up	O
a	O
ticketing	B-Application
system	I-Application
for	O
the	O
help	O
desk	O
.	O
</s>
<s>
Initially	O
he	O
set	O
up	O
a	O
Linux	B-Application
server	O
to	O
run	O
"	O
req	O
"	O
,	O
but	O
later	O
he	O
identified	O
that	O
the	O
command	O
line	O
interface	O
was	O
limiting	O
usage	O
.	O
</s>
<s>
Over	O
the	O
next	O
two	O
years	O
he	O
created	O
and	O
maintained	O
WebReq	O
,	O
a	O
web	O
based	O
interface	O
for	O
req	O
written	O
in	O
Perl	B-Language
.	O
</s>
<s>
Eventually	O
the	O
req	O
portions	O
were	O
removed	O
and	O
what	O
was	O
left	O
became	O
RT	B-Language
version	O
1.0	O
.	O
</s>
<s>
A	O
complete	O
rewrite	O
occurred	O
for	O
RT	B-Language
version	O
2.0	O
when	O
Jesse	O
started	O
to	O
work	O
on	O
RT	B-Language
full-time	O
in	O
2001	O
and	O
founded	O
Best	O
Practical	O
Solutions	O
.	O
</s>
<s>
RT	B-Language
was	O
used	O
by	O
Perl	B-Language
's	O
CPAN	B-Language
,	O
but	O
because	O
of	O
declining	O
use	O
,	O
a	O
sunset	O
date	O
of	O
March	O
1	O
,	O
2021	O
,	O
was	O
announced	O
at	O
the	O
Perl	B-Language
NOC	O
on	O
December	O
4	O
,	O
2020	O
.	O
.	O
</s>
<s>
RT	B-Language
has	O
many	O
interfaces	O
for	O
creating	O
and	O
updating	O
tickets	B-Application
.	O
</s>
<s>
It	O
is	O
easily	O
tailored	O
by	O
granting	O
or	O
denying	O
specific	O
permissions	O
to	O
users	O
as	O
well	O
as	O
by	O
adding	O
custom	O
fields	O
and	O
data	O
to	O
tickets	B-Application
.	O
</s>
<s>
Email	O
is	O
another	O
primary	O
interface	O
to	O
RT	B-Language
and	O
is	O
often	O
the	O
only	O
interface	O
many	O
guest	O
users	O
see	O
.	O
</s>
<s>
Emails	O
are	O
stored	O
in	O
RT	B-Language
as	O
correspondence	O
on	O
a	O
ticket	B-Application
,	O
and	O
the	O
software	O
can	O
make	O
a	O
distinction	O
between	O
public	O
replies	O
and	O
private	O
comments	O
to	O
show	O
them	O
as	O
appropriate	O
.	O
</s>
<s>
A	O
basic	O
REST-like	O
API	B-General_Concept
and	O
a	O
command-line	O
tool	O
are	O
also	O
provided	O
as	O
another	O
way	O
to	O
interact	O
with	O
RT	B-Language
.	O
</s>
<s>
RT	B-Language
integrates	O
with	O
Best	O
Practical	O
's	O
knowledge	O
base	O
application	O
,	O
the	O
RT	B-Language
FAQ	O
Manager	O
(	O
"	O
RTFM	O
"	O
)	O
.	O
</s>
<s>
As	O
of	O
RT	B-Language
4.0.0	O
,	O
RTFM	O
's	O
functionality	O
was	O
integrated	O
into	O
RT	B-Language
itself	O
as	O
Articles	O
.	O
</s>
<s>
RT	B-Language
also	O
integrates	O
with	O
Best	O
Practical	O
's	O
IT	O
asset	O
management	O
application	O
,	O
"	O
Assets.	O
"	O
</s>
<s>
As	O
of	O
RT	B-Language
4.4.0	O
,	O
this	O
functionality	O
was	O
integrated	O
into	O
RT	B-Language
itself	O
.	O
</s>
<s>
RT	B-Language
supports	O
the	O
Networked	B-General_Concept
Help	I-General_Concept
Desk	I-General_Concept
API	B-General_Concept
.	O
</s>
