Hi everyone,
I’m having a problem with the integration of RT 6.0.x and RTIR 6.0.1, and I can’t find a clear solution in the documentation.
In my environment I have Request Tracker 6 installed, along with the Request Tracker Incident Response (RTIR) 6.0.1 extension. The issue is:
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I have queues from plain RT as well as queues from RTIR,
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all of them appear together on the same dashboard,
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I created custom saved searches that generate links in the format:
/Ticket/Display.html?id=XXX, -
but for tickets belonging to RTIR queues the system always forces the view to:
/RTIR/Display.html?id=XXX, -
as a result, the display becomes incompatible — changing the queue doesn’t work properly, attachments are not shown, and the RTIR layout appears instead of the standard RT view.