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My team supports QA and Development for our product line. We use RT pretty much exactly as it was intended, for tracking service requests. We have a half-dozen people servicing tickets, and a user base of about 100 people. Even though that's pretty small, RT has been a life saver for us. Being understaffed, this is the only way we can track all of the things people ask us to do, and keep our heads above water. We also each wear many hats, so it prevents two people from acting on the same request by accident.

I've contributed a few snippets of code back to the community; I hope you find them useful: