RT and RT for Incident Response

Transcription

1 RT and RT for Incident Response

2 I represent a software vendor

3 We sell support, training, consulting and customization for RT, RTIR and RTFM

4 This talk could be dangerously close to a sales pitch.

5 I m not a sales guy

6 All the software we make is open source.

7 We helped create RTIR to let CERT teams be more effective.

8 I want you to use RTIR for free - forever.

9 I will be happy if you use it for free.

10 (Now do you believe that I m not a sales guy?)

11 About RT

12 RT is a Ticketing System

13 RT helps keep you organized.

14 Every conversation gets a number, a status and an owner.

15 RT helps keep your customers happy.

16 RT sends an autoreply and ticket number when they report a problem.

17 RT helps keep your team from going crazy.

18 You know what s been done, and when.

19 RT helps you show your bosses how hard you work.

20 It s easy to run reports on all kinds of metrics.

21 RT builds an ad-hoc knowledge base.

22 (With RTFM, you can build an explicit Knowledge Base)

23 Some RT history... Created in 1996 First public release in released in 1999 Best Practical formed in 2001 RTIR Created in 2003 RTIR WG Started in 2005 RTIR 2.4 Released 2008 (Last week!)

24 What is RT useful for? Issue Tracking Trouble Ticketing Workflow Helpdesk Customer Service Process Management Bug Tracking

25 RT Homepage

26 Ticket Details

27 Ticket History

28 Ticket Update

29 Ticket History

30 RT Core Concepts Tickets Queues Custom Fields Scrips Access Control Gateway Internationalization

31 Tickets Track issues Have unique id #s Keep a history of correspondence Have one owner (And a bunch of other metadata)

32 Queues High-level grouping of tickets Each can have its own Access Control Business Logic (Scrips) Custom Fields

33 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

34 Scrips Custom business logic (Also how RT sends mail) Each is built from Condition Action Template

35 Access Control User, Group or Role based Global and Per-queue rights

36 Gateway RT was first made to replace a mailing list RT is designed for interaction (and web. and command line) RT mediates and tracks all discussions

37 Internationalization Fully native UTF8 internally Speaks 22 languages Handles inbound and outbound encoding Contribute at

38 More RT Features Charts and Reports Dashboards Self-service interface Feeds RTFM PGP Support Themability Ticket Aging Ticket Locking Web API Perl API CLI tools Customizability The Community

39 Where to get RT

40 Questions about RT? (Next up: RTIR)

41 RTIR RT for Incident Response

42 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

43 Differences from RT RTIR is RT...with more features, a custom interface and special configuration

44 Designed for CERT/CSIRT Teams Metadata Workflows Views Plugins

45 We designed RTIR to help you get your job done.

46 RTIR keeps track of incidents.

47 RTIR keeps track of correspondence.

48 RTIR keeps an uneditable history.

49 RTIR makes incident research easier.

50 RTIR tracks your SLA commitments.

51 RTIR integrates with your other systems.

52 RTIR takes care of the boring parts of Incident Response.

53 The RTIR Workflow

54 RTIR Homepage

55 RTIR is built around Incidents Incidents tie everything together One Incident for many Incident Reports many Investigations many Blocks

56 RTIR Relationships

57 It usually starts with an Incident Report Conversations with Customers Something bad happened! Please help me!

58 Incident Report

59 Incident Report

60 Create an IR

61 Create an IR #2

62 IR Details

63 IR History

64 Incident Report Reply

65 Incident Report History

66 Once reported, the team tracks an Incident Track what actually happened Private / Internal Tie everything together

67 Incident Lifecycle

68 Create an Incident

69 Incident Details

70 Incident Details #2

71 Incident History

72 Incident! Investigation

73 The team starts an Investigation Internal Research and Discovery Conversations with external partners Law Enforcement Network Providers Experts

74 Investigation Lifecycle

75 Investigation Workflows

76 Launch Investigation

77 Launch Investigation

78 Investigation Details

79 Investigation History

80 Sometimes the easiest answer is just a Block (Optional Feature) Tied to an Incident Records of network blockades Could autoupdate firewalls

81 Create a Block

82 Data Detectors

83 Automatic IP Detection

84 Data Detectors

85 Research Tools

86 RTIR History

87 RTIR 1.0 Sponsored by JANET-CERT Replaced a homebuilt Remedy system Built on RT

88 RTIR 1.0 Features Clickable Data Detectors IP/Domain/Address Lookup Tool RTIR Automated Rules SLA Monitoring Business-Hours Logic

89 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

90 RTIR WG Members JANET CSIRT/UKERNA (Chair of project) IRIS-CERT/RedIRIS (Technical contact) CERT POLSKA ACOnet-CERT LITNET CERT SUNet CERT SWITCH-CERT CERT.PT GOVCERT.NL

91 RTIR 2.4 New Features PGP Integration Ticket Locking Ticket Aging Database Pruning Message Forwarding Bulk Actions Quick Actions Per-User Timezones RTFM Integration IP Address Range Fields

92 RTIR 2.4 New Features Improved Automation Improved Searching Improved Customization Improved Reporting Improved UI More flexible workflow More user preferences Easier Integration Improved Testing Improved Performance

93 Using RTIR

94 Cost of RTIR: $0

95 Cost of required software: $0

96 Cost of required hardware: $0?

97 Operating System Unix/Linux/FreeBSD/MacOS X/Solaris/etc (We don t do Windows)

98 Database MySQL 4.1 or 5.0 PostgreSQL 8.x Oracle 9x or 10.x SQLite (for testing)

99 Web Server Apache mod_perl or FastCGI lightttpd FastCGI Standalone pure-perl server

100 Getting RTIR

101 RT & RTIR Community rtir-subscribe@lists.bestpractical.com rt-es-subscribe@lists.bestpractical.com rt-users-subscribe@lists.bestpractical.com rt-devel-subscribe@lists.bestpractical.com

102 Aim Institution - IP correlation 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

103 Requirements and Requirements Installation 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

104 Requirements and Install Download It will be in Extensions area Condition OnIPCreate Condition OnIPDelete