FireHydrant vs Request Tracker for Incident Response

FireHydrant is an incident management platform combining on-call scheduling, alerting, automation, incident response and retrospectives. Runbooks can create Slack channels, start Zoom meetings, open Jira tickets and post incident updates. Its service catalog maps services and components to owners and can sync ownership and metadata from existing systems. Signals supports rotations, escalation policies, alert routing and notifications through SMS, voice, push, email and Slack. Teams can page, acknowledge, escalate and hand off alerts from Slack or Microsoft Teams. FireHydrant AI can generate incident summaries and status page updates, transcribe video meetings, provide context and draft retrospectives. Analytics track MTTA, MTTM and resolution time. Listed integrations include Slack, Microsoft Teams, Jira Cloud, Datadog, AWS CloudWatch, GitHub, ServiceNow, Zoom and Terraform. The Free plan permits up to 10 responders, two runbooks and three integrations. Pro costs $25.00 per month per responder, billed annually, and has a 14-day trial without a credit card. FireHydrant states it is SOC 2 Type II compliant and supports SAML 2.0 and SCIM.

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.