• Upgrading to RTIR 6.0
  • Notable Changes
  • New Lookup Tools

Upgrading to RTIR 6.0

The following describes some of the more significant changes to RTIR 6.0 from earlier versions. The general UPGRADING document describes the steps to upgrade from a previous version of RTIR.

To align version numbers more clearly, the initial released version of RTIR 6 is 6.0.1, which should be run with RT 6.0.1.

Notable Changes

• RTIR queues now use the new page layout system released on RT 6. This means the create, display, and update pages for RTIR queues are completely configurable. You can add or remove all components to make each queue work for you. See the next section for details on additional special configuration for Incidents.

  As part of this update, two RTIR-specific configurations are updated. In %CustomFieldGroupings and %InlineEditPanelBehavior, RTIR now uses the key "RT::Ticket" just like RT, instead of previous "RTIR::Ticket". If you had custom configurations for these two options, update your "RTIR::Ticket" entries to "RT::Ticket". If you had an existing "RT::Ticket" section, merge the two together.

• RTIR now provides different page layouts for Incidents based on the value of the Classification custom field. This feature uses RT 6's page layout system to show different custom fields and widgets depending on the type of incident being handled.

  By default, RTIR creates page layouts for each Classification value (Spam, Query, System Compromise, etc.) with a basic set of custom fields including IP and Domain. These layouts provide a framework that you can customize by adding relevant custom fields for each incident type.

  When viewing or editing an Incident, the page layout will automatically adjust based on the Classification value. If no Classification is set, the default Incident layout is used.

  To customize these layouts, create custom fields and apply them to the Incidents queue, then update the CustomFieldGroupings configuration to include the fields in the appropriate classification groupings.

  If you prefer to use the same layout for all Incidents regardless of Classification, you can disable this feature by going to Admin > Custom Fields > Classification > Page Layouts tab. Under "Layouts for Display", set each Classification value to use "Default" instead of the specific layout names.

• The following default RTIR homepage elements have been converted to RT saved searches and the previous mason templates have been removed.

      html/RTIR/Elements/NewReports
      html/RTIR/Elements/UserDueIncidents
      html/RTIR/Elements/NobodyDueIncidents
      html/RTIR/Elements/DueIncidents

  The new saved searches work the same as the previous components.

  Previously you could customized the content of these components using the %RTIRSearchResultFormats option by setting custom formats for NewReports or DueIncidents entries. You can now modify this format directly in the web UI by editing the saved search.

• As with core RT, saved searches, including the ones noted above, can now be configured to refresh automatically. This new feature replaces the Refresh component on the home page that refreshed the entire page.

  See the RT 6 upgrading documentation for details on the update to refresh features.

• The Iframe option for adding research tools to the lookup pages in RTIR previously configured with $RTIRIframeResearchToolConfig has been removed. Browsers are becoming much more restrictive when loading content in Iframes and many websites are also adding code to block them from being loaded in Iframes. In our testing, the default example configurations provided with RTIR no longer worked and we didn't find other replacements that would work by loading them in an Iframe.

• Time inputs have been removed from the Bulk Abandon page for incidents because it is unclear which incident ticket the time should be recorded on. As part of this update the time input for Reply All/Reporters was moved from html/RTIR/Incident/Reply/index.html to html/RTIR/Incident/Elements/ReplyForm. The callback AfterTimeWorked is moved to a similar location in ReplyForm and is called AfterWorked.

• The Description custom field has been migrated to RT's core Description field. As a new core ticket field in RT, "Description" now has its own widget on create and display pages. You can edit your RTIR page layouts to change the location or even remove the widget, if desired.

  The automatic upgrade steps will move existing content on Incident queues to the new Description field because on a default RTIR installation, the Description custom field was applied only to Incidents. If you applied Description to other queues, that content will not be migrated automatically.

• RTIR provides custom pages for Incident "Bulk Abandon" and Incident Report "Bulk Reject". The format for these ticket listings is defined in the %RTIRSearchResultFormats configuration via the entries "AbandonIncidents" and "RejectReports". Previously these pages were using a default format rather than the format defined in these configurations. This is now fixed and the pages use the correct custom configurations.

  This is notable on Bulk Reject for Incident Reports because the custom format includes a useful custom column "Has Incident", which shows any linked Incidents. That column is now available again.

New Lookup Tools

RTIR 6 adds a few new default lookup tools for finding additional information about incident data, like domains and IP addresses.

The active lookup tools can be managed with the @RTIRResearchTools configuration options. If you don't want some tools presented in the interface, update this configuration in RT_SiteConfig.pm and remove them from the list.

• IPinfo.io provides a service that returns metadata for provided IP addresses. They offer a base free plan and various other plans that offer more information at higher levels.

  To enable this lookup tool, create an account and token at IPinfo.io and set $LookupIPinfoToken.