Request Tracker User Training - Video

This session covers everything a user needs to know to work in RT, starting with ticket management fundamentals through more advanced topics like creating saved searches and dashboards.

Topics:

• Core concepts

• Working with tickets

• Updating tickets, replying, commenting

• Ticket metadata, history, custom fields

• Understanding users and roles

• Articles

• Preferences

• Searching and reporting with the query builder

• Saved searches

• Dashboards

• Basic approvals

• Review of additional RT features (assets and others)

Request Tracker Administration - Video

This session explains how to set up and administer an RT system including managing users, queues, rights, and notifications.

Topics:

• RT configuration options

• Creating and managing queues

• Lifecycles

• Creating users, including LDAP/AD integration

• Authentication options

• Building flexible rights models

• Global configurations and rights

• Managing groups

• Creating and configuring custom fields

• Custom roles

• Scrips, templates, notifications

• Service level agreements

• Finding and installing extensions for additional features

Request Tracker for Incident Response (RTIR) - Video

RTIR is an extension to RT that provides pre-configured queues and workflows designed for incident response teams. In this session, we'll review RTIR's key features and how you can manage all aspects of your incident response process with RTIR's tools and workflow.

Topics:

• Review of RTIR workflow

• Using RTIR for incident response

• Explanation of RTIR queues: Incident Reports, Incidents, Investigations, Countermeasures

• Built-in tools

• Service level agreements (SLAs)

• Auto-setting custom fields from email contents

• Integrating RTIR with other tools

RT for System Administrators - Video

This session focuses on the server-level components needed to install and manage an RT system. Some knowledge of Linux or other *nix type system is expected to get the most out of this session.

Topics:

• Installing RT

• RT dependencies

• Perl for RT

• Database options and considerations

• Integrating and managing email

• Tuning RT and your database

• Profiling and debugging RT

• Installing extensions

• Upgrading RT

Request Tracker Integration and Automation - Video

This session is aimed at RT administrators who want to integrate RT with external systems.

Topics:

• Request Tracker REST APIs (1.0 and 2.0)

• Software libraries to access the REST APIs

• Calling external systems from RT

• RT’s command-line interface

• RT Perl API

• Writing command-line scripts to interface with the Perl API

• Building an extension

RT Development: Writing RT Extensions - Video

In this session, we'll go much deeper into RT's internals. BPS engineers will walk through the process of creating a new RT extension, showing attendees how to package their customizations to make them easier to manage and update.

Topics:

• How RT works with extensions

• Review of some existing extensions to understand how they work

• Anatomy of an extension and what sorts of changes are possible

• How to build an extension from scratch

• Adding custom actions and conditions for scrips

• Using callbacks to modify behavior

• How to change RT's web interface

• How to change the behavior of internals

• Custom command-line scripts

• Publishing your extension for others to see