Request Tracker is very flexible and can be used to track and manage a wide array of tasks and activities. But when you're first starting out, it can be daunting to work through the process to get from a fresh new RT to a fully configured system that you can share with your coworkers. To make this process a bit easier, we released RT::Extension::HelpDesk, which provides a typical initial configuration for running a help desk in RT.
This initial configuration includes a new Support queue and a Support group for users who will work in that queue. It also sets up an initial rights configuration, which is often one of the more challenging parts of setting up a new system from scratch. Once the extension is installed, setting up a new user is as easy as adding the user to the provided Support group.
You can read more about everything that gets installed in the documentation and we also made a video that reviews what the extension provides. As noted in the video, these initial defaults are just suggestions and you can modify any of the settings after you install to fine-tune them for your use case.
We hope this extension makes it that much easier to get you up and running with RT! Want to see it in action? Request a trial today.