Training

Best Practical Solutions provides unparalleled instruction in how to get the most out of RT. Check out our blog for the latest updates on dates and locations.

This training will introduce you to the new features in RT 4.4 as part of a comprehensive overview of RT. Whether you're an old hand at RT or a recent convert, you'll have a good understanding of all of RT's features and functionality by the end of the session.

We also can’t wait to tell you about what we’ve added for you in RT 4.4, including Assets, for tracking physical and digital resources. We’ll show you how to set up service-level agreements (SLA) which take your business hours and holidays into account. There’s a new builtin timer for tracking time worked on tickets. You can upload multiple files at once with a quick drag-and-drop, as well as reuse existing attachments on replies.

We’ll also show how RT 4.4 improves things behind the scenes for you. You can have your users authenticate against external services (LDAP). RT can now seamlessly store attachments outside of its database, putting them on the filesystem, uploading to Amazon S3, or in Dropbox. You can even serve them directly out of S3. You can create custom role groups and assign them to queues and tickets. These custom roles can have their own permissions and notifications and so are foundational for improving your automation. There are some major performance enhancements like gradual ticket history loading that will improve your team’s experience every day.

The first day of training starts off with a tour of RT's web interface and continues with a detailed exploration and explanation of RT's functionality, aimed at non-programmer RT administrators. We'll walk through setting up a common helpdesk configuration, from rights management, constructing workflows and notifications, and the basics of Lifecycles.

The second day of training picks up with server-side RT administration and dives into what you need to safely customize and extend RT. We'll cover upgrading and deploying RT, database tuning, advanced Lifecycle configurations, writing tools with RT's API, building an extension, and demonstrate how to extensibly alter the web UI and internal functions.

It goes without saying that you'll get the most out of training if you attend both days of the course, but we've designed the material so that you can step out after the first day with a dramatically improved understanding of how to use RT.

Each class includes training materials, a continental breakfast, and snacks (lunch is not provided).

If you're from an academic institution, please contact us ahead of time to arrange for an academic discount.

RT Comprehensive Training- Hamburg, Germany, March 14-15, 2016US$1495
Includes both days of training, at a discounted price -- sign up for both days and get unparalleled instruction in RT. Start at the beginning and get basic training about how to use RT, and stay for the second day to learn more about what makes RT tick, and how to extend it. This will also introduce you to the new features in RT 4.4, as well as covering RTIR. You can save US$495 by registering for both days at once.
RT User Training- Hamburg, Germany- March 14, 2016US$995
This intensive day-long tutorial about RT starts with basic day-to-day use and continues with detailed training about advanced RT features including saved searches, dashboards, data analysis and options for automating your workflow.
RT Comprehensive Training- Washington, DC, May 23-24, 2016US$1495
Includes both days of training, at a discounted price -- sign up for both days and get unparalleled instruction in RT. Start at the beginning and get basic training about how to use RT, and stay for the second day to learn more about what makes RT tick, and how to extend it. This will also introduce you to the new features in RT 4.4, as well as covering RTIR. You can save US$495 by registering for both days at once.
RT User Training- Washington, DC, May 23, 2016US$995
This intensive day-long tutorial about RT starts with basic day-to-day use and continues with detailed training about advanced RT features including saved searches, dashboards, data analysis and options for automating your workflow.

RT 4 Support

Bronze Support for RTUS$395 monthly
For companies processing up to 10,000 tickets per year; BPS will respond to two separate incident support requests per quarter, making all reasonable effort to respond within two business days.
Silver Support for RTUS$795 monthly
For companies processing up to 25,000 tickets per year; BPS will respond to four separate incident support requests per quarter, making all reasonable effort to respond within one business day.
Gold Support for RTUS$1995 monthly
For companies processing up to 75,000 tickets per year; BPS will respond to eight separate incident support requests per quarter, making all reasonable effort to respond within one business day.
RT ConsultingUS$1000
Up to four hours of consulting by the developers of RT. You will be contacted within 2 business days to schedule work.
Bronze Support for RTIRUS$474 monthly
For companies processing up to 10,000 tickets per year; BPS will respond to two separate incidents per quarter, making all reasonable effort to respond within two business days.
Silver Support for RTIRUS$954 monthly
For companies processing up to 25,000 tickets per year; BPS will respond to four separate incidents per quarter, making all reasonable effort to respond within one business day.
Gold Support for RTIRUS$2394 monthly
For companies processing up to 75,000 tickets per year; BPS will respond to eight separate incidents per quarter, making all reasonable effort to respond within one business day.