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BESTPRACTICALTM
Request Tracker for Incident Response
(RTIR)
Kevin FalconeBest Practical Solutions
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BESTPRACTICALTM
RT/RTIR
• RT• RTIR• Extending RTIR• Future development of RTIR
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BESTPRACTICALTM
REQUEST TRACKER
• RT is a ticketing system• Bugtracking• Helpdesk• Invoicing• Incidents• Sales• Network Operations• Abuse
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BESTPRACTICALTM
REQUEST TRACKER
• It doesn't care what you're tracking• A few key concepts that RTIR builds on
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BESTPRACTICALTM
REQUEST TRACKER
• Queues• Basic organizational unit for RT• A ticket is in exactly one Queue• Most common abstraction for access
control
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BESTPRACTICALTM
REQUEST TRACKER
• Custom Fields• Custom data storage on Tickets or
other RT objects• Many render/storage formats• New in RT 4
• Date and Datetime• IPv4 and IPv6
• based on previous work for RTIR
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BESTPRACTICALTM
REQUEST TRACKER
• Users• Privileged
• Staff users (passwords, full access)• Unprivileged
• May have SelfService view• May just exist because of email
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BESTPRACTICALTM
REQUEST TRACKER
• History• Transactions
• Immutable history of changes to a ticket• Attachments
• Email contents• Email attachments• Uploaded files
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BESTPRACTICALTM
REQUEST TRACKER
• Workflows• Scrips
• Conditions• Actions• Templates• RTIR contains 30+ Scrips
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BESTPRACTICALTM
REQUEST TRACKER
• Releases• 4.0.5
• Major series• Minor series• Release
• Smaller, more stable releases• bugfixes only• easier to stay up to date
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BESTPRACTICALTM
REQUEST TRACKER
• Open Source• https://github.com/bestpractical/rt
• 3.8-trunk• 4.0-trunk• master
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BESTPRACTICALTM
RTIR
• RT Extension• Four Special Queues• IRT specific workflow• Extraction and Searching of information• Collecting related tickets
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BESTPRACTICALTM
INCIDENT REPORTS
• Incident Reports Queue• Manual Reports• External Automated Systems
• Default CFs• How Reported• Reporter Type• Customer
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BESTPRACTICALTM
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BESTPRACTICALTM
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BESTPRACTICALTM
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BESTPRACTICALTM
INCIDENTS
• Incidents Queue• Collects 1, 100, more IRs into a single
Incident• Central point of ownership• Central place to communicate• Central collection of data
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BESTPRACTICALTM
INCIDENTS
• Default CFs• Description• Function• Classification• Resolution
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BESTPRACTICALTM
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BESTPRACTICALTM
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BESTPRACTICALTM
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BESTPRACTICALTM
INVESTIGATIONS
• Investigations Queue• External Communications• Gathering further information• Separate from IRs which would go back
to the reporter of the problem.• Default CFs
• Investigation
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BESTPRACTICALTM
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BESTPRACTICALTM
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BESTPRACTICALTM
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BESTPRACTICALTM
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BESTPRACTICALTM
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BESTPRACTICALTM
BLOCKS
• Blocks Queue• Communication to network team• Can be disabled if unused
• Default CFs• Netmask• Port• Where Blocked
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BESTPRACTICALTM
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BESTPRACTICALTM
RTIR CUSTOM FIELDS
• Constituency• Separate responsibility for handling
• IPs• Automatic extraction of IP addresses
from all ticket data• Linking and Searching between
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BESTPRACTICALTM
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BESTPRACTICALTM
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BESTPRACTICALTM
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BESTPRACTICALTM
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BESTPRACTICALTM
LOOKUPS
• Internal searching• whois• traceroute• ping• external webservices• internal webservices
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BESTPRACTICALTM
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BESTPRACTICALTM
LOOKUP
Set( @RTIRResearchTools,
(qw(Traceroute Whois Iframe)));
Set($RTIRIframeResearchToolConfig, {
1 => { FriendlyName => 'Google', URL => 'https://encrypted.google.com/search?q=__SearchTerm__' }, ...
Set($whois, { 1 => {
Host => "whois.iana.org",
FriendlyName => "IANA",
}, ...
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BESTPRACTICALTM
LOOKUP
• Add your own iframe link• Create a
• local/RTIR/Tool/Elements/ToolFormSite
• local/RTIR/Tool/Elements/ToolResultsSite
• Add to RTIRResearchTools• Hide things you don't use (traceroute?)
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BESTPRACTICALTM
RTIR CUSTOMIZATIONS
• External Custom Fields• RT-Extension-ACNS• Custom Lookup from earlier
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BESTPRACTICALTM
EXTERNAL CUSTOM FIELDS
• Source the values of a drop down from• external web service• external db• information pulled from RT
• Documentation and sample included with RT since 3.8.0
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BESTPRACTICALTM
RT-EXTENSION-ACNS
• Parses pre 1.0 ACNS emails• Maps contents into custom fields• Available on CPAN and GitHub
![Page 42: Request Tracker for Incident Response (RTIR) - TERENA · Request Tracker for Incident Response (RTIR) Kevin Falcone Best Practical Solutions. BEST PRACTICALTM RT/RTIR ... PRACTICALTM](https://reader036.vdocuments.site/reader036/viewer/2022082216/5b020c8c7f8b9ab9598d4190/html5/thumbnails/42.jpg)
BESTPRACTICALTM
RTIR'S DEVELOPMENT
• Janet-CSIRT v1• TC-CSIRT RTIR-WG v2
• 2.4 and 2.6• 2.6 removed many restrictions on the
Custom Fields used in RTIR
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BESTPRACTICALTM
RTIR'S DEVELOPMENT
• 3.0 (compat with RT 4.0)• Removed State => Lifecycles• Removed custom SLA
• RT::Extension::SLA is much richer• All other 4.0 improvements• Bring searching closer to core• Replace/Rework Net::Whois::RIPE
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BESTPRACTICALTM
RTIR DEVELOPMENT
• 4.0 Improvements• User interface overhaul• Ticket lifecycles• Mobile web interface• Online theme editor• GMail style history folding• RTFM integrated as “Articles”
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BESTPRACTICALTM
RTIR DEVELOPMENT
• Full-text search• AJAX completion of email addresses• Better HTML mail support• New rights management UI• Hundreds of performance improvements
and bugfixes• More tests
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BESTPRACTICALTM
RTIR DEVELOPMENT
• RTIR 3.0• [email protected]• http://issues.bestpractical.com/
• log in as guest• ticket #18710
• https://github.com/bestpractical/rtir• I'm a software vendor, don't trust my
ship dates.
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BESTPRACTICALTM
RTIR DEVELOPMENT
• RTIR 3.2 will block the release of RT 4.2• Custom Field groups in 4.2
• Removes more RTIR complexity• S/MIME support on par with GPG• Improved Scrips UI• Improved General Statistics
• RTIR Search Refactoring• Assets extension• Possible Constituencies Enhancements
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BESTPRACTICALTM
RTIR SUPPORT
• [email protected]• [email protected]• #rt irc.perl.org• Professional support and customization
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BESTPRACTICALTM
RTIR WORKING GROUP MEETING
• Wednesday afternoon• Seats may still be available?
• Driving the future features of RTIR• What workflows don't we know about
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BESTPRACTICALTM
Questions