Category: Extensions
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No RT Expertise Required: Meet the Queue Creation Assistant
Setting up a new queue in RT is one of the most powerful things an administrator can do, and also one of the most involved. A queue is rarely just a queue. To do the job well you also think through the workflow its tickets move through, the custom fields you want to track, the…
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AI-Powered Features for Request Tracker
We’re excited to announce the release of a new extension for Request Tracker (RT) that integrates AI features to help your team work more efficiently. RT-Extension-AI adds AI assistance directly into RT, both through automated scripts and interactively within the ticket editor. AI Prototype As we started to experiment with AI options in RT, we…
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RT 6 Extensions Are Here: Time to Plan Your Upgrade
Request Tracker (RT) 6.0.0 was released just a few weeks ago, and we know users are starting to plan upgrades. We also know RT systems depend on the rich ecosystem of free RT extensions (plugins). One blocker to upgrades can be the availability of new versions of RT extensions that are compatible with RT 6.…
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Manage your Splunk Alerts and Event in Request Tracker
If you run Splunk for observability, you can easily integrate with Request Tracker (RT) or RTIR with the RT connector app available right in Splunkbase. This integration is designed to automatically create new tickets from alerts, allowing you to effectively assign and manage incidents, ensuring that your team is always on top of issues as…
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Moving to Request Tracker from Another Ticketing System
You have decided to make the big move and start using Request Tracker for ticketing, maybe because of the features, flexibility, open source code, or reasonably priced cloud hosting plans. Whatever the reason, you are ready to switch, but you don’t want to lose all of the information you have in your existing system. You…
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RT for Incident Response (RTIR) Integration with MISP
In today’s rapidly evolving cybersecurity landscape, staying ahead of potential threats requires effective threat intelligence sharing and streamlined incident response processes. The new integration between RTIR (Request Tracker for Incident Response) and the MISP Threat Sharing platform brings together two powerful tools to enhance your organization’s security posture. What is MISP? MISP is an open-source…
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Streamlining Change Management with Simple Request Tracker Extension
Managing change in a hosting environment is a complex task that can involve adding new services, software updates, and configuration changes. Request Tracker (RT) provides all of the tools to schedule and track these changes, especially using the Change Management extension we showed recently. But this scheduling and tracking can only happen if the change…
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Creating Custom Forms in Request Tracker
In a major update, the new FormTools extension now allows RT admins to easily create custom forms right in Request Tracker (RT).
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Request Tracker Integration with PagerDuty
If you support critical services and manage your work in RT, you may have cases where you need to escalate notifications beyond sending email or even text messages. PagerDuty provides a wide range of notification options including email, automated phone calls, SMS, and notifications from their mobile apps. RT::Extension::PagerDuty provides a full two-way integration to…
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Change Management in Request Tracker
One key component of IT service management is maintaining documented and repeatable change processes. The fundamentals of managing any change are the details around the change – like when is it going to happen, who is making the change, why are we doing it, and how do we roll back if there is a problem?…
