Abandoning RT

Well, after spending several days trying to get it to work, and trying
to debug the code, I decided to abandon my efforts to install RT. This
is too bad because from a feature / demo perspective, RT looks great.
Unfortuantely, the documentation is very weak, the code seems
convoluted, and there doesn’t seem to be a good way to debug the thing.
The bottom line is that it just doesn’t work.

I see a few other people struggling to get it working too. If you are
one of those people, you may want to check out http://otrs.org/ which
seems competitive, works, and seems to be currently maintained.

I’m not sure if it’s ‘only’ for the faint of heart. My experience was that by following the instructions exactly the install was very straightforward on my FreeBSD 4.8 box. No problems installing (except for an aborted attempt to use Apache2/modperl1.99999) and I’ve even managed to integrate it with our W2K AD LDAP and write a trivial callback. I say even, as I’m not currently a programmer and my Perl/Mason experience is non-existent.