New dates for the Request Tracker training in LA!
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.
To celebrate the release of RTIR 4.0, we recorded a video showing a typical workflow and some key features of RTIR.
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.
- 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.
We're pleased to announce the availability of RT 4.4.1. This release addresses several bugs in RT 4.4.0 and also adds a few small but important features. The list of new features is provided below. Please see our official release announcement for more information, including the complete set of changes and bugfixes.
- Administrators and users can now choose to place signatures above the quoted message in replies (RT_Config setting SignatureAboveQuote and the similarly named user preference). This also improves the specific spacing between quotes and signatures in all configurations.
- Users may now choose to suppress dashboard email when all of its searches have no results. This is controlled by the new "Suppress if empty" checkbox on the subscription page.
- The Dashboard subscription recipient options have been greatly expanded from a single text field (which happened to support multiple email address separated with a comma) to a robust user/group search.
- Users may now select a specific language for each dashboard email subscription. Administrators can customize the method by which dashboard email language is chosen (including specifying an ultimate fallback other than English) with the EmailDashboardLanguageOrder RT_Config setting.
- The "hide unset fields" preference now also hides unset custom fields, obsoleting RT::Extension::CustomField::HideEmptyValues. Additionally there is now a toggle button at the top right of the ticket display page for quickly toggling whether unset fields are hidden or shown.
- There is a new SetInitialCustomField right that permits setting custom field values on records (tickets, assets, articles) while you are creating them. It does not permit modifying custom field values of existing records. Users with SetInitialCustomField but without ShowCustomField will still be able to specify a custom field value at create time but not see it afterwards.
- Administrators and users can now choose to display queue dropdowns as an autocomplete field (RT_Config setting "AutocompleteQueues"), much like is available for Owners. If your RT instance has many queues this option improves performance and usability.
- New config for hiding time worked, time estimated, and time left from unprivileged users in the self-service interface (RT_Config setting "HideTimeFieldsFromUnprivilegedUsers"). This also adds a hook point RT::Ticket::CurrentUserCanSeeTime for further customization.
- Long attachment lists can now be truncated to show only the X newest attachments, with an AJAX "Show all" link, (RT_Config setting "AttachmentListCount"). This should improve the performance and usability of both ticket display and ticket reply pages.
We're pleased to announce the availability of RT 4.2.13. This release is a bugfix release; most notably, values in charts are now sorted numerically, and regression for time zones on date/time custom fields has been addressed. Please see our official release announcement for more information, including the complete set of changes and bugfixes.
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.