Managing Service Level Agreements (SLAs) in RT

Managing Service Level Agreements (SLAs) in RT

Service level agreements (SLAs) are an important aspect of support agreements. If your organization provides support, it's important to track requests and make sure the team knows when they need to respond. RT's SLA features automate this tracking so you can be sure your support team responds on time.

Share this post:

Announcing Our First 2017 Request Tracker Training!

Announcing Our First 2017 Request Tracker Training!

Paris Request Tracker Training, April 24 - 26, 2017!

Share this post:

Request Tracker Training in LA!

Request Tracker Training in LA!

New dates for the Request Tracker training in LA!

Share this post:

RT 4.0 Reaches End of Life

RT 4.0 will reach end of life on February 15, 2017. It is recommended that users upgrade their RT instances to a supported version, 4.2 or 4.4, before that time.

Share this post:

RT/RTIR Training Update

RT/RTIR Training Update

We're moving the LA training and announcing Boston training dates!

Share this post:

RT: The Cure for the Shared Inbox

Request Tracker, with its first class support for email, offers the familiarity of a shared inbox. On top of that, RT brings the organizational power of an enterprise ticketing system.

Share this post:

September! Join us for RT Training in LA, Now With More Workshop!

September! Join us for RT Training in LA, Now With More Workshop!

We're coming to LA with our new 3 day RT training!

Share this post:

RTIR 4.0.0 released

We're very excited to announce the availability of RTIR 4.0.0: the first release for the next major version of RTIR. We have completely rearchitected RTIR queues in order to significantly improve RTIR's flexibility and performance. As this is a new major version number, with many changes throughout the entire system, we urge you to carefully test your configuration and customizations. Additionally, RTIR 4.0.0 is the first release of RTIR compatible with RT 4.4.

A quick note on the version number: while this next version of RTIR was under development, we had naturally labelled it RTIR 3.4. However, to reflect the significant architectural changes we made for constituencies and multiple queues, we decided to give this release a new major version number. If you're looking for the version of RTIR compatible with RT 4.4, RTIR 4.0i s it!

Please be sure to review the RTIR 4.0 upgrade documentation, as there are a number of backward-incompatible changes that come along with the new version number. If you are also upgrading to RT 4.4, be sure to also read RT's upgrade documentation.

A list of the major new features in RTIR 4.0.0 is included below. We'll be describing and demoing these new features in a series of right here on our blog in the coming weeks.

The list of new features is provided below. Please see our official release announcement for more information.

Download RTIR today!

  • The constituency system has been completely redesigned from the ground up. Don't worry, your existing constituencies will be migrated as part of the upgrade. Now constituencies get a full-fledged queue for each stage of the incident response workflow (one for each of reports, incidents, investigations, and countermeasures). This lets constituency queues tap into much more of RT's flexibility around custom fields, watchers, scrips, etc. This addresses many longstanding limitations around the previous constituency queue design, and significantly improves performance as well.
  • You may now have multiple queues for each type of RTIR queue: multiple Incident Report queues, multiple Incident queues, etc. Each of these queues may have its own custom fields, watchers, permissions, scrips, templates, and so on. We're excited to hear about how you make use of this new flexibility.
  • If a user has permissions to work with multiple constituencies, it is now possible to limit RTIR's web interface to a single constituency by clicking a link from the new "Work with constituency" box on the RTIR homepage.
  • Blocks have been renamed to Countermeasures to reflect their more generic use case. 

Share this post: