Attention A T users. To access the menus on this page please perform the following steps. 1. Please switch auto forms mode to off. 2. Hit enter to expand a main menu option (Health, Benefits, etc). 3. To enter and activate the submenu links, hit the down arrow. You will now be able to tab or arrow up or down through the submenu options to access/activate the submenu links.

VA Technical Reference Model v 24.4

Request Tracker (RT)
Request Tracker (RT) Technology

General InformationGeneral Information help

Technologies must be operated and maintained in accordance with Federal and Department security and privacy policies and guidelines. More information on the proper use of the TRM can be found on the TRM Proper Use Tab/Section.

Website: Go to site
Description: Request Tracker (RT) is an enterprise-grade issue tracking system written in Perl that is designed to assist users with their help desk ticketing needs and manage workflow processes. The software is open source and allows organizations to keep track of what needs to get done, who is working on which tasks, what has already been done, and when tasks were (or were not) completed.

RT is a server-side, database-backed web application that supports Gnu Privacy Guard (GnuPG) and Secure/Multipurpose Internet Mail Extensions (S/MIME) encryption. RT stores user and ticketing data (including attachments) in a PostgreSQL or Oracle Database on VA servers. The nature of the connection to the database depends on which SQL database is chosen by the user but is most frequently achieved over a Transmission Control Protocol (TCP)/Internet Protocol (IP) connection. Additionally, RT can optionally be installed on the cloud (Amazon Web Services) or utilize a cloud storage engine such as Amazon S3 to store backup data and attachments externally.

The TRM decisions in this entry only apply to technologies and versions owned, operated, managed, patched, and version-controlled by VA. This includes technologies deployed as software on VMs within VA-controlled cloud environments (e.g. VA Enterprise Cloud (VAEC)). Cloud services provided by the VAEC and those controlled and managed by an external Cloud Service Provider (i.e. SaaS) are not in the purview of the TRM. For more information on the use of cloud services and cloud-based products within VA, including VA private clouds, please see the Enterprise Cloud Solutions Office (ECSO) Portal at:
Technology/Standard Usage Requirements: Users must ensure their use of this technology/standard is consistent with VA policies and standards, including, but not limited to, VA Handbooks 6102 and 6500; VA Directives 6004, 6513, and 6517; and National Institute of Standards and Technology (NIST) standards, including Federal Information Processing Standards (FIPS). Users must ensure sensitive data is properly protected in compliance with all VA regulations. Prior to use of this technology, users should check with their supervisor, Information Security Officer (ISO), Facility Chief Information Officer (CIO), or local Office of Information and Technology (OI&T) representative to ensure that all actions are consistent with current VA policies and procedures prior to implementation.
Section 508 Information: This technology has not been assessed by the Section 508 Office. The Implementer of this technology has the responsibility to ensure the version deployed is 508-compliant. Section 508 compliance may be reviewed by the Section 508 Office and appropriate remedial action required if necessary. For additional information or assistance regarding Section 508, please contact the Section 508 Office at
Decision: View Decisions

Decision Source: TRM Mgmt Group
Decision Process: One-VA TRM v19.3
Decision Date: 03/15/2019 at 16:51:16 UTC
Aliases: RT
Introduced By: TRM Request
Vendor Name: Best Practical
- The information contained on this page is accurate as of the Decision Date (03/15/2019 at 16:51:16 UTC).