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You need access to an existing Request Tracker instance running RT 5.0 or newer (RT is self-hosted, so this is your organization’s own RT server) and an account on it with permission to the tickets, queues, and users you want StackOne to reach. If your organization does not have an RT instance yet, see Best Practical’s Request Tracker for installation and hosting options. The authentication token is shown only once, right after you create it. Copy it immediately and store it somewhere safe — RT will not let you view it again. If you lose it, create a new token.

Connect Request Tracker with an authentication token

StackOne connects to your self-hosted Request Tracker (RT) instance using two values: your Instance URL and an authentication token created inside RT. You will sign in to RT and create the token under your account settings.

1

Sign in to Request Tracker

Open your organization’s RT instance in a browser by navigating to its URL (for example, https://rt.example.com), then sign in with your RT username and password on the Login screen. That address is your Instance URL. Your account needs permission to see and act on the tickets, queues, and users you want StackOne to access — the token inherits your own permissions.

  • Your Instance URL is the base address of your RT instance shown in the browser address bar.
  • Format: https://{your-rt-host}
  • Example: https://rt.example.com
  • Copy the Instance URL across.
2

Open your authentication tokens

Click your user initials in the top-right corner to open the menu, hover over Settings, then click Auth Tokens. This opens the My authentication tokens page, which lists your existing tokens.

The Settings menu flyout open with the Auth Tokens item highlighted
3

Create the authentication token

On the My authentication tokens page, click Create. In the Create authentication token dialog, enter your account password in the current-password field, then type a Description so you can recognize the token later (for example, StackOne). Optionally tick Set Expiration Date to choose an expiry; leave it unchecked for a non-expiring token. Click Create.

4

Copy the token

RT shows the message Authentication token created with your new token value. Copy the token immediately — this is the only time it is displayed.

  • The token is shown only once and cannot be retrieved later — copy it before leaving the page.
  • Copy the API Token across.
The Authentication token created message with the new token value redacted
1

Connect

  • Click Connect.
  • If applicable, the provider will redirect you to a sign-in or authorization page. Complete the provider’s authorization flow.
  • Once authorization is successful, you will see a confirmation popup.
2

Use Actions

Connect an AI platform to the linked account’s actions. See AI Platforms.Other ways to call actions are listed in Protocols & SDKs.