Everyone that has seen me speak knows that I love RT for tracking user requests. I was IMing with the author of RT today and he said that for his next product he realized he should first write a good tool that lets him make AJAXy applications without having to do all the work manually. He's done that, and its called Jifty. Now he's building apps based on that. The first one has as many features as RT but is 1/10th the code base. Awesome! Sounds like Jifty is going to be a big hit! (You can find Jifty in CPAN already.)
Oh, and what's the new app called? Hiveminder.
Let the rumors fly! :-)
Actually, administering RT was a bear, and I haven't recommended it for companies I've worked at since using RT. Basically, you need a DBA to deal with it, which was great since I wanted the experience, but for a sysadmin shop, it's a lot of work. I didn't want to disrecommend it, though, since it is a great product, just a bit bloaty (and since the owner knows that I find it bloaty and so do other folks).
However, this new product, with less code base, sounds great!