Have spent a little time in the last couple of days hacking the
source for Request
Tracker so that it can do more than it does currently. Seems to
have been successful.
Normally, new un-owned requests generate email
to queue watchers (those servicing the technical support queries), but
don’t appear on the web interface until
someone claims the tickets. To avoid against both myself and PFY
ignoring the email and then forgetting about the new queries, I’ve
added an extra section to the RT home page listing the new requests and
have included a link to “take this ticket and open it”. Seems to work
very well. Hurrah.