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Request Tracker for Incident Response
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What Request Tracker for Incident Response is
Request Tracker for Incident Response (RTIR) adds incident response queues and workflows to RT for teams such as CERTs and CSIRTs. It correlates details from reports to identify patterns and connect related reports to a common root cause incident. Separate queues support triage, incident handling, investigation, and countermeasures, while teams can communicate with reporters, other security teams, and internal responders. Tickets record activity, support custom fields, and track dates for SLAs. RTIR produces activity reports in HTML, text, or spreadsheet formats, including reports by date and constituency. The RT API can accept automatic feeds from tools including Splunk, ArcSight, Nagios, Squil, and Qualys. It parses IP addresses into custom fields and provides lookup interfaces such as traceroute, whois, and remote site security ratings. Teams can merge or split incidents, process tickets in bulk, and cascade status changes across linked tickets. RTIR is available for free download and self-hosting; Cloud RT is also offered. Pricing starts at 15 /user/mo, and a 14-day trial is available.
Who it suits
RTIR suits incident response teams that need to coordinate reports, investigations, communications, and countermeasures. Its queues and incident correlation are specifically described for CERT and CSIRT teams.
What it does well
- Separate queues cover triage, handling, investigation, and countermeasures.
- Correlates reports and links them to common root cause incidents.
- Accepts automated feeds through the RT API.
- Supports merging and splitting incidents and cascading status changes.
- Available for free download and self-hosting.
What to know first
- The listed trial lasts 14 days.
- Build costs $450 a month, billed annually.
- Scale costs $1,650 a month, billed annually.
Limits
The Community plan is free and provides unlimited users and tickets with the full RT feature set. Build is $450 a month, billed annually, for 20,000 tickets per year; Scale is $1,650 a month, billed annually, for 100,000 tickets per year. The trial lasts 14 days.
Plans
| Plan | Billed and limits | Price |
|---|---|---|
| Community | Unlimited users & tickets · full RT feature set · source code & API access · community forum support | Free |
| Scale | Billed annually · 100,000 tickets/year · 2 designated support reps · email & chat support · 1 business day SLA · 4 support requests / quarter · 8 Q&A requests / quarter | $1,650 a month |
| Build | Billed annually · 20,000 tickets/year · 1 designated support rep · email support · 2 business day SLA · 1 support request / quarter · 4 Q&A requests / quarter | $450 a month |
| Transform | Unlimited tickets · 4 designated support reps · email & chat support · 4 business hour SLA · 24×7 emergency support | On request |
As requesttracker.com lists them, read 8 Oct 2026. The maker's own page has the final word.
Getting started
- Open the RTIR website.
- Choose a 14-day trial and select on-premise or Cloud RT deployment.
- For self-hosting, download RT and RTIR.
- Select the Community plan for free access, or review the paid support plans.
- Connect automatic feeds through the RT API if using one of the listed systems.
Verdict
RTIR provides incident-focused queues, reporting, and tools for linking and managing related tickets. Teams can self-host it for free or choose the vendor’s paid plans and trial.
Questions
Is RTIR open source, and is there a free plan?
RTIR is available for free download and self-hosting. The Community plan is listed as free and includes unlimited users and tickets, the full RT feature set, source code and API access, and community forum support.
What does a paid plan cost?
Paid support starts at 15 /user/mo. Build is $450 a month, billed annually, and Scale is $1,650 a month, billed annually. Transform has no listed price.
Is there a free trial?
Yes. The vendor offers a 14-day trial for RT or RTIR, with on-premise or Cloud RT deployment selection.
Can RTIR be self-hosted?
Yes. RT and RTIR are available for free download and self-hosting. The vendor also offers Cloud RT.
Which systems can send automatic data feeds?
The RT API can accept feeds from Splunk, ArcSight, Nagios, Squil, and Qualys.
Who develops RTIR?
Best Practical Solutions LLC develops and maintains RT and RTIR.
Facts from Request Tracker for Incident Response's own pages
- Automation
- The RT API can accept automatic data feeds from systems including Splunk, ArcSight, Nagios, Squil, and Qualys. · requesttracker.com, 8 Oct 2026
- Communications
- Teams can communicate with reporters, counterparts at other security teams, and internal teams coordinating countermeasures. · requesttracker.com, 8 Oct 2026
- Data and audit
- Tickets log activity, support custom fields, and track key dates for SLAs. · requesttracker.com, 8 Oct 2026
- Deployment
- RT and RTIR are available for free download and self-hosting, and the vendor also offers Cloud RT. · requesttracker.com, 8 Oct 2026
- Headquarters
- Waltham, Massachusetts, United States · requesttracker.com, 28 Sept 2026
- Incident correlation
- RTIR correlates information from incident reports to find patterns and link reports to a common root cause incident. · requesttracker.com, 8 Oct 2026
- Incident handling
- RTIR supports merging and splitting incidents, bulk ticket operations, and cascading status changes across linked tickets. · requesttracker.com, 8 Oct 2026
- Maker
- Best Practical Solutions LLC develops and maintains RT and RTIR and says it has served organizations worldwide since 2001. · requesttracker.com, 8 Oct 2026
- Network analysis
- RTIR parses IP addresses into custom fields and provides lookup interfaces including traceroute, whois, and remote site security ratings. · requesttracker.com, 8 Oct 2026
- Purpose
- RTIR builds on RT with preconfigured queues and workflows designed for incident response teams and is used by CERT and CSIRT teams. · requesttracker.com, 8 Oct 2026
- Reporting
- RTIR can generate activity reports in HTML, text, or spreadsheet format and report activity by dates and constituencies. · requesttracker.com, 8 Oct 2026
- Security
- The vendor accepts software security reports by email and provides a public key for encrypting reports. · requesttracker.com, 8 Oct 2026
- Support
- Paid on-premise support plans include installation and upgrade support, product bug triage, direct access to RT engineers, and formal SLA response times. · requesttracker.com, 8 Oct 2026
- Trial
- The vendor offers a 14-day trial for RT or RTIR with either on-premise or Cloud RT deployment selection. · requesttracker.com, 8 Oct 2026
- Workflows
- Separate queues support report triage, incident handling, investigation, and countermeasures. · requesttracker.com, 8 Oct 2026
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