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Request Tracker for Incident Response (RTIR)

RT for Incident Response is an open source, industrial-grade incident-handling tool designed to provide a simple, effective workflow for members of CERT and CSIRT teams.
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Release Notes · Community Forum · Public Wiki · Blog · Hosting & Support

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It allows team members to track, respond to and deal with reported incidents and features a number of tools to make common operations quick and easy. RTIR is built on top of Request Tracker, which is also available for free from Best Practical Solutions.

Screenshot of RTIR

RT and RTIR are commercially-supported software. To purchase support, training, custom development, or professional services, please get in touch with us at [email protected].

REQUIRED PACKAGES

  • A compatible version of RT (usually the same version number as RTIR or newer)
  • Net::Whois::RIPE 1.31 is bundled with RTIR for compatibility with the API RTIR uses and for a fix to run without warnings under perl 5.18.

UPGRADE INSTRUCTIONS

If you've installed a prior version of RTIR, you will need to follow special steps to upgrade. See the UPGRADING file for detailed information.

INSTALLATION INSTRUCTIONS

  1. Install the current release of the RT 5.0 series following RT's regular installation instructions

  2. Run "perl Makefile.PL" to generate a makefile for RTIR.

  3. Install any extra Perl modules RTIR needs that aren't already installed. The output from the previous step will list new modules needed, or if existing modules need to be upgraded to a newer version.

  4. Type "make install".

  5. Activate the RTIR extension by putting the following line in your RT's etc/RT_SiteConfig.pm file:

  Plugin('RT::IR');

  1. Database:

    A. If you are installing RTIR for the first time, initialize the RTIR database by typing "make initdb".

    WARNING: Do not attempt to re-initialize the database if you are upgrading.

    B. If you are UPGRADING from a previous installation, read the UPGRADING file for instructions on how to upgrade your database.

  2. Stop and start your web server.

CONFIGURING RTIR

  1. Using RT's configuration interface, add the email address of the Network Operations Team (the people who will handle activating and removing network blocks) as AdminCc on the Countermeasures queue. RT -> Queues -> Countermeasures -> Watchers

  2. You may want to modify the email messages that are automatically sent on the creation of Investigations and Countermeasures.

    RT -> Queues -> <Select RTIR's Queue> -> Templates.

    RT -> Global -> Templates.

  3. By default, RT ships with a number of global Scrips. You should use RT's configuration interface to look through them, and disable any that aren't apropriate in your environment.

    RT -> Queues -> <Select RTIR's Queue> -> Scrips.

    RT -> Global -> Scrips.

  4. Add staff members who handle incidents to the DutyTeam group.

    RT -> Configuration -> Groups -> DutyTeam -> Members.

  5. You can override values defined in RTIR_Config.pm by creating RTIR_SiteConfig.pm in /opt/rt5/etc/ and adding your customizations.

SETTING UP THE MAIL GATEWAY

An alias for the Incident Reports queue will need to be configured. Add the following lines to /etc/aliases (or your local equivalent):

rtir:         "|/opt/rt5/bin/rt-mailgate --queue 'Incident Reports' --action correspond --url http://rt.example.com/"

You should substitute the URL for RT's web interface for http://rt.example.com/.

  • If your webserver uses SSL, rt-mailgate will require several new Perl libraries. See the RT README for more details on this option.

  • See "perldoc /opt/rt5/bin/rt-mailgate" for more info about the rt-mailgate script.

  • If you're configuring RTIR with support for multiple constituencies, please refer to the instructions in the file docs/Constituencies.pod which is also viewable here http://www.bestpractical.com/docs/rtir/4.0/Constituencies.html

DOCUMENTATION FOR RTIR

DEVELOPMENT

If you would like to run RTIR's tests, you need to set a few environment variables:

RT_DBA_USER - a user who can create a database on your RDBMS (such as root on mysql) RT_DBA_PASSWORD - the password for RT_DBA_USER

To run tests:

$ RTHOME=/opt/my-rt perl Makefile.PL
$ RT_DBA_USER=user RT_DBA_PASSWORD=password make test

These are intended to be run before installing RTIR.

Like RT, RTIR expects to be able to create a new database called rt5test on your system

REPORTING BUGS

To report a bug, send email to [email protected].

COPYRIGHT AND LICENSE

COPYRIGHT:

This software is Copyright (c) 1996-2024 Best Practical Solutions, LLC [email protected]

(Except where explicitly superseded by other copyright notices)

LICENSE:

This work is made available to you under the terms of Version 2 of the GNU General Public License. A copy of that license should have been provided with this software, but in any event can be snarfed from www.gnu.org.

This work is distributed in the hope that it will be useful, but WITHOUT ANY WARRANTY; without even the implied warranty of MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the GNU General Public License for more details.

You should have received a copy of the GNU General Public License along with this program; if not, write to the Free Software Foundation, Inc., 51 Franklin Street, Fifth Floor, Boston, MA 02110-1301 or visit their web page on the internet at http://www.gnu.org/licenses/old-licenses/gpl-2.0.html.

CONTRIBUTION SUBMISSION POLICY:

(The following paragraph is not intended to limit the rights granted to you to modify and distribute this software under the terms of the GNU General Public License and is only of importance to you if you choose to contribute your changes and enhancements to the community by submitting them to Best Practical Solutions, LLC.)

By intentionally submitting any modifications, corrections or derivatives to this work, or any other work intended for use with Request Tracker, to Best Practical Solutions, LLC, you confirm that you are the copyright holder for those contributions and you grant Best Practical Solutions, LLC a nonexclusive, worldwide, irrevocable, royalty-free, perpetual, license to use, copy, create derivative works based on those contributions, and sublicense and distribute those contributions and any derivatives thereof.