RT's Lifecycle feature gives you complete flexibility to define your own statuses and workflow. However, if your Lifecycle has a large number of statuses, performing a simple search to see how many tickets are currently being worked on can involve building a large query to include each one. With ‘Active’ and ‘Inactive’ values for the Query Builder, it’s much simpler.
Request Tracker 4.4 introduces a number of keyboard shortcuts to improve your productivity. On any page in RT, you can now press "?" on your keyboard to bring up a list of shortcuts for the current page.
Best Practical has released a new extension to make it easy to tag tickets with useful keywords. The tags then become a link to a search for all active tickets with that tag.
RT now makes setting default values on new tickets easy and convenient, both for core ticket values and custom fields.
RT's dashboards, constructed from saved searches and charts, are a great way to pull together key ticket information for you or your team. Sometimes you might want to see a dashboard at a specific point in your week or share it with someone who doesn't regularly access RT, like a manager or someone in a different department.
RT 4.4 adds new load-on-scroll behavior to help when loading tickets with long histories. This option can be set globally or as an individual user preference and works best when sorting newest history entries at the top.
We're thrilled to announce the availability of RT 4.4.0! This is the first release for the next major version of RT. The focus of this release series is quality-of-life improvements for both users and administrators.
We're thrilled to be in Hamburg, Germany on March 14-15! This training will introduce you to the new features in RT 4.4 as part of a comprehensive overview of RT. Whether you're an old hand at RT or a recent convert, you'll have a good understanding of all of RT's features and functionality by the end of the session.
Also, this session will include our very first RTIR training! We will walk through the incident response workflow, how to integrate RTIR with other systems, and how to best leverage RT's features for security teams (especially the new ones in RT 4.4!). We're also happy to show you the new flexible workflows that the next version, RTIR 3.4, offers you.
We can’t wait to tell you about what we’ve added for you in RT 4.4, including Assets, for tracking physical and digital resources. We’ll show you how to set up service level agreements (SLA) which take your business hours and holidays into account. There’s a new built-in timer for tracking time worked on tickets. You can now upload multiple files at once with a quick drag-and-drop, as well as reuse existing attachments on replies.
We’ll show how RT 4.4 improves things behind the scenes for you. You can have your users authenticate against external services (LDAP). RT can now seamlessly store attachments outside of its database, putting them on the filesystem, uploading to Amazon S3, or in Dropbox. You can even serve them directly out of S3. You can create custom role groups then assign them to queues and tickets. These custom roles can have their own permissions and notifications. We think you’ll find these are foundational for improving automation. There are also some major performance enhancements like gradual ticket history loading that will improve your team’s day to day experience.
The first day of training starts off with a tour of RT's web interface and continues with a detailed exploration and explanation of RT's functionality, aimed at non-programmer RT administrators and users. We'll walk through setting up a common helpdesk configuration, from rights management, constructing workflows and notifications, and the basics of Lifecycles.
The second day of training picks up with server-side RT administration and dives into what you need to safely customize and extend RT. We'll cover upgrading and deploying RT, database tuning, advanced Lifecycle configurations, writing tools with RT's API, building an extension, and demonstrate how to extensibly alter the web UI and internal functions. RTIR will be the focus in the afternoon of the second day.
It goes without saying that you'll get the most out of training if you attend both days of the course, but we've designed the material so that you can step out after the first day with a dramatically improved understanding of how to use RT.
We do have a limit on how many people we can effectively teach, so please register as soon as you can to make sure you get a seat. If you can't make Hamburg, please feel free to suggest a future location by dropping us a line at email@example.com! Our spring training will be in Washington, DC.
For both days, the cost is USD $1,495. A single day is USD $995. Each class includes training materials, a continental breakfast, and snacks (lunch is not provided).
If you'd like to pay with Visa, MasterCard, or Discover, please visit Best Practical's online store. Unfortunately we are unable to accept American Express or PayPal. If you'd prefer to pay with a purchase order, please email us at firstname.lastname@example.org. Be sure to include: if you want to attend both days or a single day and the full names and email addresses of attendees.
Finally, please contact us at email@example.com for discounted pricing if you are from an academic institution or if you'd like to send more than 3 people.
Thanks for supporting RT!