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!

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!

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!

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.

Join us for our Q2 Request Tracker training in Dallas!

Hello! Best Practical is pleased to announce our second Request Tracker training for 2014! We will be in Dallas, Texas on May 20-21. 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 Dallas, we will have upcoming sessions later this year in Boston, MA and 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
• Full names and email addresses of attendees

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!

Don't miss Best Practical's first Request Tracker training of 2014 in London!

Just a reminder that Best Practical's first RT training is taking place on March 19-20 in London, UK. This will likely be our only non-US public session this year. 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.

2010 RT Training Announcement - Bonus RT Training Session in Moscow, Russia!

Best Practical Solutions is happy to announce that this year there will be an additional training session in May 2010, driven by one of our lead RT developers, Ruslan Zakirov. The course will be held in Moscow, Russia and will be given in Russian. For more details, please read below or visit http://request-tracker.ru (in Russian).

Мастер-класс Request Tracker в Москве, Май 2010

Уникальная возможность лучше познакомиться с системой Request Tracker и узнать то, что Вы еще не знаете. В Москве, в мае пройдет мастер-класс. Это возможности из первых рук, от одного из разработчиков системы, получить ответы на интересующие Вас вопросы. Участие в мастер-классе позволит повысить свою квалификацию и успешно справляться с задачами администрирования и расширения RT под нужды вашей компании.

Заполни анкету прямо сейчас. 15го Марта будет известна стоимость (еще есть возможность повлиять на эту цифру), точные даты и место проведения. Все подробности на странице о мероприятии.

RT 3.8.7 Released

We are happy to announce that RT 3.8.7 is now available. You candownload it from:http://download.bestpractical.com/pub/rt/release/rt-3.8.7.tar.gzhttp://download.bestpractical.com/pub/rt/release/rt-3.8.7.tar.gz.sig

SHA1 sums9de5860c5c58d40c5f6914cdde807ecc66a68f20 rt-3.8.7.tar.gz3088fb66f6ecbf57f04cd5aba3684645406c120f rt-3.8.7.tar.gz.sig

This is primarily a bugfix release of RT.Some important fixes are listed here:

• Stop old DateTime or DateTime::Locales from exploding in Preferences
• Move all JS for hierarchical CFs onto derivative field; remove DerivativeCFs method
• Fix bug on Oracle when selecting against a CLOB
• Call the method on the object, not the username string (Reported by Philip Shore)
• Fix error when using WebExternalAuth and setting user info
• When using WebExternalAuth don't issue a new session cookie on each request
• Fix lost attachments when using WebExternalAuth. WebExternalAuthContinuous can be set back to 1
• Mention missing index that was only added to upgrade scripts
• Fixes for PlainTextMono config option introduced in 3.8.6
• Fixes for updating charts and dashboards
• Delete links from Bulk Update

A more complete changelog is available at the rt-announce mailing list archive.

RTIR 2.4.2 Now Available!

Best Practical Solutions is happy to announce that RT for Incident Response (RTIR) 2.4.2 is now available. RTIR is an open-source incident handling system designed for the workflows of CERT and CSIRT teams around the world.

RTIR 2.4 is designed to work with RT 3.8.1 or newer.

You can download it from:
http://download.bestpractical.com/pub/rt/release/RT-IR-2.4.2.tar.gz
http://download.bestpractical.com/pub/rt/release/RT-IR-2.4.2.tar.gz.sig

SHA1 Sums
d3c677a11df65576b34027783e125e9492495d39 RT-IR-2.4.2.tar.gz7ab221cde2e7ca1519cf96d240ffd0b7657d0045 RT-IR-2.4.2.tar.gz.sig

This release contains a new feature and several bug fixes.

Features

• Use priority widget from RT 3.8.3 in RTIR

Bug Fixes

• Don't set $$skip to zero in SkipTransaction callback as it may conflict with other users of this callback. Just use return and as well check asap if the txn is already skipped.
• Make proper overriding of WebNoAuthRegexp
• Recheck Constituency cache if $const is _none
• Adjust deserialization of IP from value with leading zeroes
• RT::IR::States without Queue argument never worked properly
• Don't show modify user link if user can not modify the user

2010 RT Training Sessions

Best Practical Solutions provides unparalleled instruction in how to get the most out of RT. We've been teaching users and administrators how to get the most out of RT since 2001. Since 2003, we've offered intensive one-day RT administrator training sessions to the general public.

2010 will bring three different training sessions for RT, with training split across two days. 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, workflows and configurability. We'll touch on basic administration, but concentrate largely on helping you and your team get the most out of your RT instance.

The second day of training picks up with basic RT administration and covers everything from point-and-click configuration to installation of RT, development best practices and database tuning.

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 or show up on the second day and get quickly up to speed on how to make RT do your bidding.

A spot at either day costs $995 USD for US Training / 695 EUR for European Training. You can save 25% if you attend both days of training. That's just $1495 USD / 1042.50 EUR!

If you reserve before January 20th for the San Francisco session, February 15th for the Dublin session, or September 20th for the Washington DC session, you can save an additional 20% by mentioning the discount code BLOG10. If you buy online, we'll automatically apply the discount.

Each class includes a morning snack, coffee/tea, and an afternoon snack, as well as all training materials.

Day 1 - RT User Training

This intensive day-long tutorial about RT starts with basic day-to-day use and continues with detailed training about advanced RT features including saved searches, dashboards, data analysis and options for automating your workflow.

This session will cover:

* The purpose and general use of RT
* New features in RT 3.8
* Saved Searches and customizing searches
* RT's Dashboards feature
* Customizing RT's workflow to match your own
* Automating common procedures
* How to make simple custom reports based on RT's data
* A short intro to RTFM, the RT FAQ Manager
* General Q&A Session

Day 2 - RT Administration and Development

This intensive day-long session aimed at RT administrators and developers covers everything from installation to backups, interface and backend customizations. You'll learn how to customize RT to meet your organization's unique needs and how to make sure that RT stays fast, reliable and flexible.

This session will cover:

* New features in RT 3.8 RT's system architecture
* A guided tour of the RT source code
* Extension mechanisms you can use to customize RT
* RT Installation, including the basics of Configuration
* Examples of how to optimize RT for your organization
* How to tie RT into your existing authentication infrastructure
* Building your own tools that talk to the RT backend
* Customizing RT's workflow to match your own
* Automating common procedures
* How to write custom reports based on RT's data
* Custom coding, modifications, and callback creation
* A brief preview of RT4
* General Q&A Session

These sessions will be offered in:

San Francisco, CA, USA - February 22 & 23 2010
Dublin, Ireland - March 15 & 16 2010
Washington DC, USA - Oct 25 & 26 2010

If you can't make it to these cities, please drop us a line to request a public training in your area. We haven't yet scheduled training for 2011; your feedback will help us decide where to offer additional sessions.

Private Training
We also offer private training sessions tailored to your organization's needs. For more information about on-site training for your organization, please drop us a line at training@bestpractical.com.

Reservations
We like to keep class sizes relatively intimate. Please register soon or we may not be able to guarantee you a seat.

When you register, please tell us which date(s) you are registering for, and whether you'd like to register for the whole training session or for only a single day.

If you'd like to pay via credit card, please visit Best Practical's online store at https://shop.bestpractical.com/

If you'd prefer to reserve a seat and have us bill you, please write to us at training@bestpractical.com. Be sure to include the full names and email addresses of all attendees you'd like to register for training.