New RT Integration: Zapier

Photo by israel palacio on Unsplash

As RT becomes more central to managing tasks and activities in an organization, it's common to integrate it with other applications to automate workflows, provide notifications, and synchronize information. RT has many ways to integrate, including email, APIs, and various RT extensions. We're happy to announce one more option, the Zapier web-based integration platform.

What is Zapier?

Zapier is a service designed to make it easy to automate integrations between services. In fact, they have integrations to more than 3,000 services already.

And now, Request Tracker is officially one of those services!

That means that as of now, Request Tracker is effectively integrated to over 3,000 services, too!

How do Zapier integrations work?

Zapier makes it easy for users who aren't necessarily technical to produce workflow automations between applications. Using a point-and-click web interface, they walk you through the process. Put simply, each "Zap" has a trigger (an event in one app) that can then run an action (an event in another app). It's actually similar to RT's scrips with conditions and actions.

The Zapier help site has a bunch of documentation on the details that will get you up and running quickly. Here is a short video showing an example integration with RT.

Zapier also has a YouTube channel with many videos showing all sorts of other integrations.

Your First Zap

You can get started on Zapier for free, so we encourage you to give it a try. And as soon as we get to 50 integrations, we get to drop the "Beta" tag, so setting up a new Zap is fun for you and helps us too. There is also more we can do with the integration, so if you find Zapier useful and have some suggestions, don't hesitate to contact us.

CPAN Bug Tracker Upgraded to RT 5

The Perl programming language has an online resource for sharing open source Perl modules called the Comprehensive Perl Archive Network (CPAN) that hosts 196,755 Perl modules in 42,327 distributions. Starting in 2001, Best Practical started providing a Request Tracker instance at rt.cpan.org with a queue for every distribution on CPAN. So as you can see in the numbers above, that means rt.cpan.org has over 42,000 queues in it!

Over time, this instance, like many other RTs out in the world, continued to run and provide this service without RT version updates. While it started to show its age from a design perspective, it was fairly low effort to keep it patched and running, until we reached end-of-life on the underlying Linux operating system. This forced us to think about think about how we would get the OS and all of the supporting software updated.

The world has changed quite a bit since 2001 and there are other options for open source developers to track issues for their modules. Given this, we initially considered converting the service to a read-only archive mode. But following that announcement, many people in the Perl community made it clear they depended on rt.cpan.org to help them maintain their modules and asked if there was a way to keep it running. Hearing this feedback from the community, The Perl Foundation agreed to fund the work to upgrade the system.

As you can see by visiting the site today, rt.cpan.org is now running on RT 5, and it’s now on our managed RT hosting service. How did we do it? The project involved migrating all of the existing data in the existing database. We also used RT's migration tools to move from one back-end database to another. The new system has an updated OS and we also updated all supporting software like Apache, the database, and all of the supporting Perl modules RT relies on.

Finally, the majority of the effort went into forward-porting custom code that provides features specific to running a large RT for CPAN authors. The majority of the custom code was already in RT extensions, which makes finding and updating customizations much easier. When we find places where RT code has been changed directly, we move those changes to extensions to make it easier to manage and upgrade RT in the future.

If you have an RT system that has been happily running for many years, some of this might sound familiar. It "just runs" until the system reaches a point where you will no longer get security patches for the OS. As we showed with this project, it's always possible to upgrade and get your RT updated to the latest versions. We have even done upgrades for RTs as far back as RT version 2.

Thanks to the Perl NOC team Robert Spier and Ask Bjørn Hansen for maintaining rt.cpan.org for many, many years and thanks to The Perl Foundation for providing funding for this upgrade and migration project. The Perl community can now use this resource for many more years running on the newest RT available.

End of Life for RT 4.2 and RTIR 3.2 Series

Request Tracker 4.2 (released in October of 2013) and Request Tracker for Incident Response 3.2 (released in December 2014) will reach end of life on February 1, 2021. After this date, Best Practical will no longer support these series or publish any new releases with security updates, bug fixes, or new features. We recommend all RT 4.2 / RTIR 3.2 users upgrade to a supported release.

Best Practical continues to support RT 4.4 / RTIR 4.0 as a maintenance release and RT / RTIR 5.0 as the current stable release. Current supported releases and EOL dates are always available in our release page.

If you are upgrading, be sure to read all of the upgrade notes for RT and, if applicable, RTIR. If you would like assistance with your upgrade, are interested in exploring our on premise or hosted RT solutions, or would like to see a demo of what’s new in RT 5, drop us a line.

We hope you'll take this opportunity to upgrade and take advantage of all of the new features in our latest releases.

Thanks for using RT!

Intro to RT 5 Training

It’s an exciting time for us over here at Best Practical, as we have just released the next major version of Request Tracker, RT 5.0!

We couldn’t be happier to introduce the new features so we are offering a free Intro to RT 5 remote training session on July 30th at 10AM US Eastern time.

We’ll do a brief intro on what RT is and how different organizations use it, but the bulk of the session will be aimed at unveiling RT 5’s new features. This session will be useful for folks already using the software, as well as those who are looking for a ticketing solution. We would love for you to join us - reserve your seat!

In case you want a preview of what to expect for RT 5, check out our most recent announcement post, that goes into detail about the biggest changes.

Or, if you’re looking to get your feet wet with RT 5 today, we have a public demo site available, you can request a private demo instance, or, as always, RT is freely available to download.

RT 5.0.0 and RTIR 5.0.0 Released

We are very excited to announce that Request Tracker (RT) 5.0.0 is now available for download! We have been running the new version since late last year and it’s been great using the new theme and new features. As mentioned in our earlier alpha and beta releases, here are some of the new features you can look forward to:

• New light and dark themes based on Bootstrap

• Inline editing of ticket information

• New Chart.js charting engine

• Query builder support for transactions and assets

• Graphical lifecycle editor

• New interface for managing dashboard content

• REST 2.0 API and token authentication

These and many more features and updates are listed in the full release notes.

Request Tracker for Incident Response (RTIR) 5.0.0 is also available. The theme has been updated to be compatible with RT and here are some new features we added:

• New tool to read and easily create incidents from security feeds

• Deeper integration with RT's core search and charts for improved reporting

• Automatic domain parsing from email similar to existing IP parsing

You can see the full list of changes in the RTIR release notes.

We’ll be hosting a free, live session July 30th at 10AM US Eastern time to show off some of the new features. Reserve your spot today.

If you are upgrading, be sure to read all of the upgrade notes for RT and, if applicable, RTIR. If you would like assistance with your upgrade, are interested in exploring our on premise or hosted RT solutions, or would like to see a demo of what’s new in RT 5, drop us a line.

We'll have much more information on RT 5 in the weeks and months to come, so continue to watch our blog for details. In the meantime, enjoy the shiny new RT 5, we certainly have been!