Appendix A. Glossary

Like all technologies, RT has its own lingo, and understanding RT begins with understanding this lingo. RT began life as a help desk application, and much of the terminology reflects this fact. Over time, as RT developed unique features, it accumulated new terms. This appendix gives detailed explanations of a few common terms and their relationships to each other.

RT addons such as RTFM (RT FAQ Manager) and RTIR (RT for Incident Response) have their own lingo, which is not covered here. These products include their own documentation.