Ticketing System Upgrade

ByWater Solutions, America’s forefront provider of Open Source library technology support, believes in practicing what we preach and we use open source tools internally for our enterprise applications.

Request Tracker is all about choice. Because it is Open Source it is free to download, modify, and use. ByWater is able to choose everything from the operating system it runs on, to the type of database it uses, to where we host it.

For years we've used Request Tracker, RT, for our support ticketing system. We're excited to announce that our partners can now enjoy Request Tracker (RT) 5.0 when they use the ticketing system. The latest and greatest version of RT comes with a new theme and a ton of new features. We have a lot of ideas and partner suggestions for our ticketing system and can't wait to start implementing them.

Fun Fact!

Request Tracker and Koha would be in the same graduating class if the went to "Open Source" School together. Request Tracker's initial release was in Fall 1999 and Koha's was right at the beginning of 2000!

About ByWater Solutions

ByWater Solutions is a full service, high-quality Open Source support and implementation company dedicated to providing libraries with a lower cost, more advanced level of support for their systems than a traditional proprietary solution can offer. ByWater Solutions has a proven track record in the first-rate implementation and support services with library systems of all sizes for the Koha ILS, Aspen Discovery, Folio LSP, Coral ERM, and Libki PC Management.

Our highly ranked, comprehensive support is what sets our company apart from any other vendor in the industry. Partnering with ByWater Solutions not only lowers the cost of implementation and maintenance of OSS but more importantly empowers libraries by giving them the flexibility and freedom they deserve. For more information please visit

About Best Practical Solutions

Best Practical Solutions LLC develops and maintains Request Tracker (RT) and Request Tracker for Incident Response (RTIR). Best Practical was founded in October 2001 and are based out of Boston, MA, with remote team members throughout the world.

Best Practical was founded to provide enterprise support, custom development, and training services for RT users large and small. They are committed to supporting RT as an open source technology, while providing the quality development and resources necessary to support their customers and keep RT healthy and moving forward.