Author: Jim Brandt
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From Personal AI Assistants to Team Workflows
You have started working with AI agents, and they are genuinely useful. They draft, they research, they take a first pass at work that used to sit in a queue for weeks. For your personal tasks, it can feel like magic. Then, as you tackle more tasks with your new AI assistant, you run into…
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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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New in RT 6.0.3: Search phrases, Denser CF display, History toggle background
RT 6.0.3 is now available, and along with the usual round of fixes it brings some really nice upgrades to everyday search, a denser and more flexible custom field display, a button to easy switch the background color in ticket history, and a set of behind-the-scenes changes that make RT lighter on memory. Here’s a…
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RT and RTIR 6.0.3 and 5.0.10 Released
We are pleased to announce that Request Tracker (RT) 6.0.3 and 5.0.10 are now available, along with matching releases of RT for Incident Response (RTIR) 6.0.3 and 5.0.10. Both RT 6.0.3 and RT 5.0.10 address several security issues, and we recommend that all users upgrade as soon as possible. Full details, upgrade notes, and complete…
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Your AI Assistant Just Got a Direct Line to Request Tracker
AI assistants have gotten remarkably capable. You can ask them to summarize a situation, draft a response, compare options, or think through a problem, and they’ll do it well. But there’s a gap between what AI assistants can reason about and what’s actually happening inside your organization. That gap is the work: the tickets, requests,…
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RT 4.4 and RTIR 4.0 Series Reach End of Life
As we previously posted in April, our recent release of RT 4.4.9 marks the end of life for the RT 4.4 series and the RTIR 4.0 series. 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 4.4 / RTIR…
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RT 6.0.2 and 5.0.9 Now Available
We are pleased to announce that Request Tracker (RT) 6.0.2 and 5.0.9 are now available. The 6.0.2 release continues to build on the new features in RT 6, while the 5.0.9 release provides maintenance and security updates for users on the RT 5 series. Both releases contain security fixes, and we recommend that all RT…
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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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Request Tracker 6.0.0 Released
The release of Request Tracker 6.0.0 introduces significant enhancements, including customizable Page Layouts for tickets and assets, and improved dashboard functionalities. These features allow users to tailor their experience without coding. The upgrade process is supported by documentation and professional services, ensuring a smooth transition to the new version.