Request Tracker (RT) version 5.0.4 is now available and we thought it only made sense to release it on May 4th. It includes several new features, bug fixes, and upgrades. As always, we recommend all users upgrade to the newest version. If you’re not comfortable performing the upgrade on your own, we are always here to help! Shoot us a note and we will find a time to connect and get the ball rolling.
Our forum has details on where to find the new release. In addition to download information, you'll find links to detailed release notes. Here are a few new features to look for in the new version.
Ticket Search Results Updates
We've made a bunch of updates to search results to make it easier to quickly find the tickets you're looking for, and you'll see these right away.
Search results with a filter and sort
Filter on a Column
The column headers in ticket search results now have a filter icon next to them and you can click and add a filter on that field. So right from search results you can refine your search by adding additional search criteria. Any columns that have a filter applied are filled in after the filter is applied.
Filtering on Status in Search Results
Selected Sort Order
Column headers also now show which columns the search is sorted by, and which direction. RT has always allowed you to apply multiple sort orders by clicking on the column title. Now you can see which columns are being used for the sort and which direction, ascending or descending.
Pagination
The display for navigating to additional pages on the bottom of search results has been updated to use Bootstrap styles and also allows you to jump directly to a specific page.
Permalink and Shortened URLs
The RT search interface now uses shortened URLs, making it easier to share a search with a co-worker in chat or email. There is also a new permalink option to retain a search when you share it. Saved searches are still available for searches and charts that you expect to edit in the future or use in a dashboard, and you can also get and share a permalink for a saved search.
RT Administration Updates
RT administrators who have been using the web-based configuration UI will be happy to see the search box on the configuration page, making it much easier to find configuration options. And as before, the title for each configuration option is still a link to the documentation, so you can quickly get more information about what that option does.
Searching for a configuration option on the System Configuration page
On custom fields, you can now set a custom message for any validation rules you may have configured. Previously you could include a short description of the rule (like Mandatory), but now you can provide more detail which will display next to the custom field so users know what is required.
Asset Custom Roles
Assets come with three roles by default--Owner, Held By, and Contact--but you might want to track some other relationship with an asset. Custom roles can now be used with assets, so you add whatever new roles you need. For example, if you're tracking laptops and desktops, you might add a new role "Support Tech" to track the person assigned to patch and maintain those computers.
Use the Force
Everything you need to upgrade is always included in new releases, so we encourage you to plan upgrades soon. The full release notes for all releases are available with details on what’s changed, and some additional information is posted on our forum. If you need a hand, Best Practical offers Cloud RT, migrations, upgrades and professional services, just get in touch with us at sales@bestpractical.com and May the Fourth be with you!