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Request Tracker for Incident Response

requesttracker.com

From $450/mo Free plan WebLinuxAPISelf-hosted
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Spec score 8.1 #13 of 29 in Incident Management Software

What it is

Request Tracker for Incident Response (RTIR) builds on RT with queues and workflows designed for incident response, including use by CERT and CSIRT teams. It correlates details from incident reports to identify patterns and link 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, allow custom fields, and track key dates for service-level agreements. RTIR can produce activity reports in HTML, text, or spreadsheet formats, including reporting by date and constituency. The RT API can accept automatic feeds from systems such as Splunk, ArcSight, Nagios, Squil, and Qualys. For network analysis, it parses IP addresses into custom fields and provides lookup interfaces including traceroute, whois, and remote site security ratings. Teams can merge or split incidents, perform bulk ticket operations, and cascade status changes across linked tickets. RT and RTIR can be downloaded for self-hosting, and the vendor also offers Cloud RT. The Community plan is free; paid plans start at $15/user/mo (annual). A 14-day trial is available.

Spec sheet

Purpose
RTIR builds on RT with preconfigured queues and workflows designed for incident response teams and is used by CERT and CSIRT teams.Read 8 Oct 2026 · requesttracker.com
Deployment
RT and RTIR are available for free download and self-hosting, and the vendor also offers Cloud RT.Read 8 Oct 2026 · requesttracker.com
Trial
The vendor offers a 14-day trial for RT or RTIR with either on-premise or Cloud RT deployment selection.Read 8 Oct 2026 · requesttracker.com
Security
The vendor accepts software security reports by email and provides a public key for encrypting reports.Read 8 Oct 2026 · requesttracker.com
Support
Paid on-premise support plans include installation and upgrade support, product bug triage, direct access to RT engineers, and formal SLA response times.Read 8 Oct 2026 · requesttracker.com
Headquarters
Waltham, Massachusetts, United StatesRead 28 Sep 2026 · requesttracker.com
Maker
Best Practical Solutions LLC develops and maintains RT and RTIR and says it has served organizations worldwide since 2001.Read 8 Oct 2026 · requesttracker.com
Automation
The RT API can accept automatic data feeds from systems including Splunk, ArcSight, Nagios, Squil, and Qualys.Read 8 Oct 2026 · requesttracker.com
Communications
Teams can communicate with reporters, counterparts at other security teams, and internal teams coordinating countermeasures.Read 8 Oct 2026 · requesttracker.com
Data and audit
Tickets log activity, support custom fields, and track key dates for SLAs.Read 8 Oct 2026 · requesttracker.com
Incident correlation
RTIR correlates information from incident reports to find patterns and link reports to a common root cause incident.Read 8 Oct 2026 · requesttracker.com
Incident handling
RTIR supports merging and splitting incidents, bulk ticket operations, and cascading status changes across linked tickets.Read 8 Oct 2026 · requesttracker.com
Network analysis
RTIR parses IP addresses into custom fields and provides lookup interfaces including traceroute, whois, and remote site security ratings.Read 8 Oct 2026 · requesttracker.com
Reporting
RTIR can generate activity reports in HTML, text, or spreadsheet format and report activity by dates and constituencies.Read 8 Oct 2026 · requesttracker.com
Workflows
Separate queues support report triage, incident handling, investigation, and countermeasures.Read 8 Oct 2026 · requesttracker.com

Plans and prices

Community Free Unlimited users & tickets · full RT feature set · source code & API access · community forum support Read 8 Oct 2026 · requesttracker.com
Build $450 a month 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 Read 8 Oct 2026 · requesttracker.com
Scale $1,650 a month 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 Read 8 Oct 2026 · requesttracker.com
Transform Priced on request Unlimited tickets · 4 designated support reps · email & chat support · 4 business hour SLA · 24×7 emergency support Read 8 Oct 2026 · requesttracker.com

Every Request Tracker for Incident Response plan and price →

Strong points and limits

Strong points

  • Separate queues cover incident response stages
  • Links related reports to a common root-cause incident
  • Tracks ticket activity and SLA dates
  • Accepts automatic feeds through the RT API
  • Can be downloaded for self-hosting

Limits

  • Paid plans start at $15/user/mo (annual)
  • 14-day trial

Who it suits

RTIR suits incident response teams, including CERT and CSIRT teams, that need distinct queues for triage, investigation, and countermeasures. Its API feeds and incident-linking tools may also fit teams coordinating information from security systems and reporters.

Verdict

RTIR combines incident correlation, dedicated workflows, ticket records, and reporting for response teams. A free Community plan and self-hosting are listed, while paid support options and Cloud RT are also available.

Where Specifiction places it

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