We are thrilled to announce the release of RT 6.0.0, the latest major version of the Request Tracker ticketing platform. This release represents a significant evolution in RT’s capabilities, with a focus on customization, flexibility, and modern web technologies.
What’s New in RT 6
If you haven’t had a chance to look at our previews, you can see some of the new features in action including updates that improve the look and feel of working in RT, along with new ticket and saved search features. And with the release now available, we’re excited to share one of the biggest updates.
Page Layouts: Tickets and Assets Your Way
The centerpiece of RT 6 is our new Page Layouts system. You can now customize the content and layout of ticket and asset pages with reusable page layouts, giving you complete control over your RT experience with no coding required.
Layouts are available for every page you use to interact with Tickets and Assets, so you can control the look of create, display, and update pages. And layouts are managed as separate configurations, so you can use them selectively on one queue or catalog, many, or even all. You just go to the admin page for a queue, for example, and select the page layouts you want to use.
These new layouts leverage the Bootstrap grid system, allowing you to create multiple rows and columns to organize your information exactly how you want it. Whether you need a compact view for support staff or a comprehensive layout for managers, the new Page Layouts feature makes it possible.
Enhanced Dashboards
We’ve extended these new layout capabilities to dashboards as well. You can now completely customize the look of your dashboards with multiple rows and columns of different widths, creating personalized information hubs that meet your specific needs.
This enhancement gives you the flexibility to design dashboards that truly work for your team, whether you’re monitoring service levels, tracking project progress, or keeping an eye on key metrics.
Upgrading to RT 6
As always, RT comes with utilities and documentation to help you through the upgrade process. Our database update utilities can upgrade from even very old versions of RT right up to the latest version.
As with any major release, RT 6 introduces updates that require some planning for your upgrade. We strongly recommend performing a trial upgrade on a test system before upgrading your production environment. Documentation is available describing the bigger changes you’ll see when coming up from older versions.
Custom Code and Extensions
The significant changes in RT 6, particularly the addition of htmx and the new layout options, may require updates to your custom code and local extensions. We have provided technical documentation for your developers to help with the process. If your team doesn’t have the time or resources to handle these updates, our professional services team is ready to assist.
Need Help?
We understand that upgrading mission-critical systems can be challenging, especially with the day-to-day demands on your IT team. That’s why we offer several options to help:
- Professional Services: Our team can help support your RT 6 upgrade, answering questions and sharing our experience upgrading many other systems.
- Hosted RT: We’re currently offering free migrations from on-premise systems to our hosting service, which includes a free upgrade from older versions of RT. If you’d like us to take over your RT maintenance and upgrades, check out our hosting options.
- Training and Support: We provide comprehensive training and support to help your team get the most out of RT 6’s new features.
Ready to Upgrade?
The Request Tracker 6.0.0 release is available now. You can download it from our website or access it through your usual channels.
We’re excited to see how you’ll use RT 6’s new capabilities to streamline your workflows and improve your service delivery. As always, we welcome your feedback and look forward to continuing to evolve RT to meet your needs.
Thank you for being part of the RT community!
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