SlideShare a Scribd company logo
RT and RT for
Incident Response
I represent a
software vendor
We sell support,
training, consulting and
 customization for RT,
    RTIR and RTFM
This talk could be
dangerously close to a
     sales pitch.
I’m not a sales guy
All the software we
make is open source.
We helped create RTIR
to let CERT teams be
    more effective.
I want you to use RTIR
   for free - forever.
I will be happy if you
   use it for free.
(Now do you believe
that I’m not a sales guy?)
About RT
RT is a Ticketing System
RT helps keep you
   organized.
Every conversation gets
 a number, a status and
       an owner.
RT helps keep your
 customers happy.
RT sends an autoreply and
ticket number when they
    report a problem.
RT helps keep your team
   from going crazy.
You know what’s been
  done, and when.
RT helps you show your
bosses how hard you work.
It’s easy to run reports
on all kinds of metrics.
RT builds an ad-hoc
 knowledge base.
(With RTFM, you can
  build an explicit
 Knowledge Base)
Some RT history...
Created in 1996
First public release in 1997
2.0 released in 1999
Best Practical formed in 2001
RTIR Created in 2003
RTIR WG Started in 2005
RTIR 2.4 Released 2008 (Last week!)
What is RT useful for?
 Issue Tracking
   Trouble Ticketing
   Workflow
   Helpdesk
   Customer Service
   Process Management
   Bug Tracking
RT Homepage
Ticket Details
Ticket History
Ticket Update
Ticket History
RT Core Concepts
Tickets
Queues
Custom Fields
Scrips
Access Control
Email Gateway
Internationalization
Tickets
Track issues
Have unique id #s
Keep a history of correspondence
Have one owner
  (And a bunch of other metadata)
Queues
High-level grouping of tickets
Each can have its own
  Access Control
  Business Logic (Scrips)
  Custom Fields
Custom Fields
Track your own ticket metadata
 Freeform (optional validation)
 Select (one or many)
 Text block
 Upload files or images
 Custom data sources
 Per-field access control
Scrips
Custom business logic
  (Also how RT sends mail)
Each is built from
  Condition
  Action
  Template
Access Control


User, Group or Role based
Global and Per-queue rights
Email Gateway
RT was first made to replace a mailing list
RT is designed for email interaction
  (and web. and command line)
RT mediates and tracks all discussions
Internationalization
Fully native UTF8 internally
Speaks 22 languages
Handles inbound and outbound email
encoding
Contribute at
  https://translations.launchpad.net/rt/
More RT Features
Charts and Reports       Ticket Locking
Dashboards               Web API
Self-service interface   Perl API
Feeds                    CLI tools
RTFM                     Customizability
PGP Support
Themability              The Community
Ticket Aging
Where to get RT


http://bestpractical.com/rt
Questions about RT?
      (Next up: RTIR)
RTIR
RT for Incident Response
What is RTIR?
Ticketing System
RT for Incident Response
Designed for CERT/CSIRT Teams
Designed for a CERT team - JANET-CERT
Generalized for a ‘standard’ process
Differences from RT


RTIR is RT
...with more features, a custom interface
and special configuration
Designed for
CERT/CSIRT Teams
Metadata
Workflows
Views
Plugins
We designed RTIR to help you
     get your job done.
RTIR keeps track of
    incidents.
RTIR keeps track of
 correspondence.
RTIR keeps an
uneditable history.
RTIR makes incident
  research easier.
RTIR tracks your
SLA commitments.
RTIR integrates with
your other systems.
RTIR takes care of the
   ‘boring’ parts of
 Incident Response.
The RTIR Workflow
RTIR Homepage
RTIR is built around
      Incidents
Incidents tie everything together
One Incident for
  many Incident Reports
  many Investigations
  many Blocks
RTIR Relationships
It usually starts with an
     Incident Report
 Conversations with Customers


 “Something bad happened!”
 “Please help me!”
Incident Report
Incident Report
Create an IR
Create an IR #2
IR Details
IR History
Incident Report Reply
Incident Report History
Once reported, the
team tracks an Incident

 Track what actually happened
 Private / Internal
 Tie everything together
Incident Lifecycle
Create an Incident
Incident Details
Incident Details #2
Incident History
Incident ! Investigation
The team starts an
    Investigation
Internal Research and Discovery
Conversations with external partners
 Law Enforcement
 Network Providers
 Experts
Investigation Lifecycle
Investigation Workflows
Launch Investigation
Launch Investigation
Investigation Details
Investigation History
Sometimes the easiest
 answer is just a Block
 (Optional Feature)
 Tied to an Incident
 Records of network blockades
 Could autoupdate firewalls
Create a Block
Data Detectors
Automatic IP Detection
Data Detectors
Research Tools
RTIR History
RTIR 1.0

Sponsored by JANET-CERT
Replaced a homebuilt Remedy system
Built on RT 3.0
2003
RTIR 1.0 Features
Clickable ‘Data Detectors’
IP/Domain/Address Lookup Tool
RTIR Automated Rules
SLA Monitoring
Business-Hours Logic
RTIR 2
Sponsored by TERENA RTIR WG
Initial vision by JANET-CERT
Design collaboration between RTIR WG
and Best Practical
Built on RT 3.8
RTIR 2.4 released September 2008
RTIR WG Members
JANET CSIRT/UKERNA    ACOnet-CERT
(Chair of project)
                      LITNET CERT
IRIS-CERT/RedIRIS
(Technical contact)   SUNet CERT

CERT POLSKA           SWITCH-CERT

CERT.PT

GOVCERT.NL
RTIR 2.4 New Features
 PGP Integration           Message Forwarding

 Ticket Locking            Bulk Actions

 Ticket Aging              Quick Actions

 Database Pruning          Per-User Timezones

 RTFM Integration

 IP Address Range Fields
RTIR 2.4 New Features
 Improved Automation      Improved UI

 Improved Searching       More flexible workflow

 Improved Customization   More user preferences

 Improved Reporting       Easier Integration

 Improved Testing

 Improved Performance
Using RTIR
Cost of RTIR: $0
Cost of required
 software: $0
Cost of required
 hardware: $0?
Operating System

Unix/Linux/FreeBSD/MacOS X/Solaris/etc
(We don’t do Windows)
Database

MySQL 4.1 or 5.0
PostgreSQL 8.x
Oracle 9x or 10.x
SQLite (for testing)
Web Server
Apache
  mod_perl or FastCGI
lightttpd
  FastCGI
Standalone pure-perl server
Getting RTIR


http://bestpractical.com/rtir
RT & RTIR Community
 http://wiki.bestpractical.com - http://rtir.org


 rtir-subscribe@lists.bestpractical.com
 rt-es-subscribe@lists.bestpractical.com


 rt-users-subscribe@lists.bestpractical.com
 rt-devel-subscribe@lists.bestpractical.com
Institution - IP
          correlation
Aim
 Correlate automatically the IPs of the IRs, Invs and
 Blocks with its institutions
 Allow us an easiest way to address an investigation
 Statistic by institution
      What institution got more complaints at the end
      of the year !
 When I say institution, it could be department
Requirements and
     Installation
Requirements
 ¡¡¡Main one!!! database which associates every
 institution or department with its IP allocation space
   LDAP, MySQL, … , even a whois server
 Modify the “Customer” CustomField of IR and Invs
 queues to support external values
   You have to create your own library
   Has to have three functions:
      SourceDescription
      ExternalValues
      GetInstitutionByIP
Requirements and
Install
  Download
  It will be in http://www.rtir.org,
  Extensions area
  Condition OnIPCreate
  Condition OnIPDelete

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