Request Tracker Remote Training
Best Practical offers online training to help your team get the most out of Request Tracker. From your first login to full administration, we’ve got you covered.
👤 Request Tracker User Training
For end users and team leads getting up to speed with RT day-to-day.
User Training · Session 1
Ticket Essentials for RT Users
$49 per attendee
✓ Free for Cloud and Support customers
- Core concepts and working with tickets
- Understanding ticket metadata and history
- Updating tickets, replying, and commenting
- Owners, Requestors, and other roles
- Time tracking
- User preferences and options
- Self service portal overview
User Training · Session 2
Search, Dashboards, and Charts
$49 per attendee
✓ Free for Cloud and Support customers
- Searching and reporting with the query builder
- Saved searches and dashboards
- Calendar view
- Creating and saving charts
🔧 Request Tracker Administration
For RT administrators managing queues, users, permissions, and automation.
Administration · Session 1
Setup, Users & Access Control
$49 per attendee
- RT configuration options
- Creating and managing queues and lifecycles
- Creating users, LDAP/AD integration, and authentication
- Building rights models, global configurations, and groups
- Custom fields and custom roles
Administration · Session 2
Automation, Workflows & Add-Ons
$49 per attendee
- Scrips, templates, and notifications
- Service level agreements
- RT FormTools: building and managing forms
- Change Management workflows and configuration
- Asset Tracking administration
- Finding and installing extensions
🖥 RT for System Administrators
For sysadmins responsible for installing, maintaining, and upgrading RT.
System Administration · Session 1
Installation & Infrastructure
$49 per attendee
- Installing RT and its dependencies
- Perl for RT
- Database options and considerations
- Integrating and managing email
System Administration · Session 2
Performance, Maintenance & Upgrades
$49 per attendee
- Tuning RT and your database
- Profiling and debugging RT
- Installing extensions
- Upgrading RT
🚨 RT for Incident Response (RTIR)
For security and operations teams using RTIR to manage incident response workflows.
RTIR · Session 1
RTIR Fundamentals & Queues
$49 per attendee
- Review of RTIR workflow
- Using RTIR for incident response
- RTIR queues: Incident Reports, Incidents, Investigations, Countermeasures
RTIR · Session 2
Automation, SLAs & Integrations
$49 per attendee
- Built-in tools
- Service level agreements (SLAs)
- Auto-setting custom fields from email contents
- Integrating RTIR with other tools
🔗 RT Integration & Automation
For developers and technical teams connecting RT to external systems via APIs and scripting.
Integration & Automation · Session 1
APIs & External Systems
$49 per attendee
- REST APIs (1.0 and 2.0)
- Software libraries for REST API access
- Calling external systems from RT
- RT’s command-line interface
Integration & Automation · Session 2
Perl API & Scripting
$49 per attendee
- RT Perl API
- Writing command-line scripts with the Perl API
- Introduction to building an extension
🛠 RT Development: Writing Extensions
For developers who want to extend and customize RT beyond its built-in capabilities.
Development · Session 1
Extension Fundamentals
$49 per attendee
- How RT works with extensions
- Review of existing extensions
- Anatomy of an extension
- Building an extension from scratch
- Adding custom actions and conditions for scrips
Development · Session 2
Advanced Customization & Publishing
$49 per attendee
- Using callbacks to modify behavior
- Changing RT’s web interface
- Modifying RT internals
- Custom command-line scripts
- Publishing your extension
Private Training
Best Practical offers private training sessions tailored to your team’s specific RT setup and goals, available remotely or onsite. Our engineers work directly with your team on the topics that matter most.