There are many different ways to customize RT, including designing your own completely new theme.
The national, nonpartisan Election Protection coalition works to ensure that all U.S. voters have an equal opportunity to participate in the political process. On election days, they provide resources for voters across the country to protect the right to vote and Request Tracker is the engine that manages all of those requests. Read on to learn more about how RT supports this important project.
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.
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.
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.
RT now makes setting default values on new tickets easy and convenient, both for core ticket values and custom fields.
Best Practical has scheduled a training for RT and RTIR in Washington, D.C., May 23-24, 2016. Come learn from the experts how to get the most out of your Request Tracker instance.
As we're wrapping up testing of RT 4.4, it's time to start showing you some of the new features we've added to make RT even more useful. If you're looking into RT version 4.4 for the first time, take a look at the list below to learn more. And if you have helped us by testing our 4.4 release candidates, thank you, and you might still find something new in the blog posts to come. Finally if you're still on an older release of RT, possibly even in the 3.x series, take a look at some of our previous releases to see all you get by upgrading in addition to the new 4.4 features.
As always, RT 4.4 comes with a full set of upgrade scripts and additional upgrade information, so we hope you'll be able to upgrade soon and take advantage of the new features. If you need help upgrading from any version of RT, we also offer a range of upgrade and support services. Just send email to email@example.com.
New RT 4.4 Features
One of the bigger changes in this release is we've integrated our popular extensions for Assets, SLA management, and LDAP integration. This will make it easier for new RT users to discover the features provided by these additions and will provide more seamless integration with RT as we go forward. These are all significant additions and we'll have more details in the coming weeks.
RT 4.4 also brings many more new features and improvements:
- Many improvements to attachment handling including the ability to drag-and-drop from the desktop
- Ticket timer to easily track time spent working on a ticket
- Ticket entry improvements including natural date parsing and ticket default values
- Shortcut key bindings
- Dashboard scheduling improvements
- Custom role groups (your own versions of Cc, AdminCc, etc.)
- Infinite scroll to speed up browsing ticket history
- Updates to CKEditor and JQuery
- An entirely new interface for writing email plugins
We'll provide details on these and more over the next few weeks. And you can always find RT's documentation in the documentation section on the Best Practical web site.
End of Life Products
Best Practical maintains and supports two major releases of RT at a time, as described in our version support policy. As such, the release of RT 4.4 will mean RT 4.0 and other related products will be scheduled for end of life. We'll provide details on products, versions, and end of life dates in an upcoming post. Don't panic! We're here to help you upgrade to a newer version to stay supported and get all of the new features and functionality.