an introduction to rtir

RT and RT forIncident Response

Carlos Fuentes

RedIRIS

Jesse Vincent

Best Practical

I’m a software vendor

This talk is dangerously close to a sales pitch

I’m not a sales guy

All the software we make is open source

You can use it for free, forever

We’d be happy if you use it for free

(Yes, we do sell support, training,

What is RT?

Who uses RT?

RT Features

Tickets

Queues

Custom Fields

Scrips

Access Control

RTFM

Ticket Aging

Ticket Locking

Email Gateway

PGP Support

Charts and Reports

Dashboards

Feeds

Themability

Web API

Perl API

CLI Tool

Customizability

Internationalization

RT Workflow

What can you use RT for?

Where to get RT

• http://bestpractical.com/rt

•

What is RTIR?

Who uses RTIR?

RTIR Features

RTIR Terms

Incident Reports

Incidents

Investigations

Blocks

MakeClicky

Lookup Tool

RTIR Automated Rules

• (scrips)

Using RTIR and RT together

RTIR Homepage

Linking tickets

The Duty Team

RTIR Workflow

RTIR History

RTIR 1.0

• Sponsored by JANET-CERT

• Built on RT 3.0

•$DATE?$

RTIR 2

• Sponsored by TERENA RTIR WG

• Initial vision by JANET-CERT

• Design collaboration between TERENA and Best Practical

• Built on RT 3.8

RTIR 2.0 New Features• PGP Integration

• Ticket Locking

• Ticket Aging

• Database Pruning

• RTFM Integration

• IP Address Range Fields

• Improved Customization

• Improved Reporting

• Improved Testing

• Improved Performance

• Improved UI

System Requirements

• Unix/Linux/FreeBSD/MacOS X/Solaris/etc

• MySQL, PostgreSQL or Oracle

• mod_perl or FastCGI (Apache)

•

Getting RTIR

• http://bestpractical.com/rtir

RT & RTIR Community

• http://wiki.bestpractical.com

• rt-users-subscribe@lists.bestpractical.com

• rt-devel-subscribe@lists.bestpractical.com

• rt-es-subscribe@lists.bestpractical.com

• rtir-subscribe@lists.bestpractical.com

Muchas gracias!

• Jesse Vincent

• jesse@bestpractical.com

• +1 617 812 0745

• http://bestpractical.com/rtir