There are still spots in our upcoming RT training in Los Angeles!

This is just a reminder that Best Practical's next Request Tracker training is taking place on November 4-5 in Los Angeles, CA. This will be our last public session of 2014! This training will introduce you to the new features in RT 4.2 as part of a comprehensive overview of RT. Whether you've been using Request Tracker for years or are a recent convert, you'll have a good understanding of all of RT's features and functionality by the end of the session.

For both days, it is USD $1,495 for one person. This includes training materials, continental style breakfast, and snacks. You can register by heading over to our shop to pay via credit card (Amex not accepted, unfortunately.) You can also drop us a note at training@bestpractical.com if you'd rather we send an invoice. Finally, if you're from an academic institution, or would like to send more than 3 people, let us know so we can give you a bit of a discount. Please feel free to write in with any questions you have!

RT 4.0.22 and 4.2.7

We are pleased to announce that RT 4.0.22 and RT 4.2.7 have just been released. They are primarily a bugfix releases; most notably, they rework UTF8 data handling to work with versions of DBD::Pg 3.3.0 and above. On PostgreSQL, this requires a newer version of DBIx::SearchBuilder. A complete list of changes is available from the release notes.

Announcing our Q4 Request Tracker Training: Los Angeles, California

Great news! Our Q4 RT training session will be held in Los Angeles, CA on November 4-5, 2014! 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 LA, please feel free to suggest a future location by dropping us a line at training@bestpractical.com! Also, we still have a few spots in our upcoming Boston training! If you haven't registered yet but want to attend, now is the time!

This training will introduce you to the new features in RT 4.2 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.

The first day 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. 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.

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.

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 training@bestpractical.com. 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 training@bestpractical.com for discounted pricing if you are from an academic institution or if you'd like to send more than 3 people.

Don't forget! Best Practical is hosting an RT training in our hometown!

There are still spots left in our Boston training, taking place September 9-10! This training will introduce you to the new features in Request Tracker 4.2 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.

The first day 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. 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.

Your registration fee of $1,495 includes class materials, continental breakfast, and snacks both days. You can register by visiting shop.bestpractical.com or emailing us at Training@bestpractical.com. If you are from an educational institution or want to send more than 3 people, please drop us a note at Training@bestpractical.com as you are eligible for a discount.

Hope to see you there!

RT 4.2.5 released

We are pleased to announce that RT 4.2.5 has just been released. Is is primarily a bugfix releases; most notably, it explicitly updates a dependency to fix a previously-announced security vulnerability, resolves two serious bugs in the serializer, and fixes the "paste" feature in the Rich Text editor. A complete list of changes is available from the release notes.

Join us in September in our hometown for RT Training!

We're excited to announce that we will be hosting a Request Tracker training right here in Boston on September 9-10, 2014! 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 Boston, we will have an upcoming session later this year in Los Angeles, CA. Please let us know if you have a suggestion for a future location by dropping us a line at training@bestpractical.com!

This training will introduce you to the new features in RT 4.2 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.

The first day 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. 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.

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.

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 training@bestpractical.com. 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 training@bestpractical.com for discounted pricing if you are from an academic institution or if you'd like to send more than 3 people.

Thanks for your support of Request Tracker!

RTIR 3.0.2, and RT 4.0.20 and 4.2.4 released

We are pleased to announce that RT 4.2.4 and RT 4.0.20 have just been released. Both are primarily bugfix releases; a complete list of changes is available from the release notes (for 4.2.4 and for 4.0.20)

Simultaneously, we have also released RTIR 3.0.2; the release notes are available here.

Last chance to sign up for Dallas RT Training!

A friendly reminder that our Q2 training in Dallas is almost here and we have a few spots left. The session is May 20-21. This training will highlight features in the new Request Tracker 4.2 in addition to providing tools for developers and users to get the most out of RT. It's $1,495 for the two day session, which includes class materials, breakfast, and snacks both days. If you haven't registered yet, you can do so by going to our shop or dropping us an email at Training@bestpractical.com. Please send us an email if you're from an academic institution or wish to send more than 3 people. Our next training won't be until September, so don't wait!

Local date header extension

We're testing a possible enhancement to core RT with anew extension that modifies the Date: display in RT's ticket history.

We've seen that some mail servers (particularly some versions of Microsoft Exchange) are now sending all emails with timestamps in UTC. This can be very confusing for users since RT will display that an email was received in the user's timezone, but then display an email Date header many hours "off" from the user's view. This has always been true when someone from New York sent email to an RT used by a user in Los Angeles, but the forced shift to UTC makes this even more noticeable.

Here is a standard RT display of such an email.

That same email with the extension enabled:

If you've noticed this display issue in your RT, give the RT::Extension::LocalDateHeader extension a try on your RT installation.

Bugs can be reported to bug-RT-Extension-LocalDateHeader [at] rt.cpan.org and we take pull requests at github.

Reminder: Request Tracker Training is coming to Dallas, TX!

Just a reminder that Best Practical's next RT training is taking place on May 20-21 in Dallas, TX. This training will introduce you to the new features in RT 4.2 as part of a comprehensive overview of RT. Whether you've been using Request Tracker for years or are a recent convert, you'll have a good understanding of all of RT's features and functionality by the end of the session.

For both days, it is USD $1,495 for one person. This includes training materials, continental style breakfast, and snacks. You can register by heading over to our shop to pay via credit card (Amex not accepted, unfortunately.) You can also drop us a note at training@bestpractical.com if you'd rather we send an invoice. Finally, if you're from an academic institution, or would like to send more than 3 people, let us know so we can give you a bit of a discount. We're always happy to answer any questions, so please don't be shy.