---
title: "Request Tracker (RT) integration for LuumenAI"
url: "https://www.luumen.ai/integrations/request-tracker-rt/"
entity: SoftwareIntegration
category: "ITSM & ticketing"
audience: "SRE, DevOps, platform engineering, IT operations"
---

# Request Tracker (RT) integration for LuumenAI

Read RT queues, tickets, and history. Create and update tickets as approved steps.

## What LuumenAI can do with Request Tracker (RT)

LuumenAI connects to Request Tracker (RT) with an API token and exposes 11 tools (7 read-only · 2 write · 2 destructive). Reads answer immediately; writes are shown as a plan and require approval by default, configurable per tool by an administrator.

## Key facts

- Authentication: API token
- Tools available: 11 tools (7 read-only · 2 write · 2 destructive)
- Plan: available on all plans
- Category: ITSM & ticketing

## About Request Tracker (RT) with LuumenAI

Connect Request Tracker and your queues become context the agent can use. It reads tickets, history, attachment lists, and user records to answer questions about what is open, who owns it, and what changed. Creating a ticket, updating fields, commenting, or replying to a requester is prepared first and held for your approval by default. Luumen authenticates with an API key.

## Example tools

Read-only (7 in total):

- `REQUEST_TRACKER_GET_QUEUE` — Retrieve one visible RT queue by id or exact name, including lifecycle and capability-sensitive links.
- `REQUEST_TRACKER_GET_TICKET` — Retrieve one visible RT ticket, including its current fields and capability-sensitive links for allowed follow-up operations.
- `REQUEST_TRACKER_GET_TICKET_HISTORY` — Return one page of detailed ticket history, including transaction types, field changes, comments, creators, and timestamps.
- `REQUEST_TRACKER_LIST_QUEUES` — List queues visible to the connected RT user so an agent can select a queue for ticket search or creation.
- `REQUEST_TRACKER_LIST_TICKET_ATTACHMENTS` — List attachment metadata references associated with a visible RT ticket without downloading attachment content.
- `REQUEST_TRACKER_SEARCH_TICKETS` — Search visible RT tickets with an explicit TicketSQL expression and return one bounded page.
- `REQUEST_TRACKER_SEARCH_USERS` — Search RT users with structured field conditions and return one bounded page of user references or selected fields for requester and owner lookup.

Write and destructive (4 in total, approval required by default):

- `REQUEST_TRACKER_ADD_TICKET_COMMENT` — Add a private internal comment to an RT ticket.
- `REQUEST_TRACKER_CREATE_TICKET` — Create a durable RT ticket in a queue.
- `REQUEST_TRACKER_REPLY_TO_TICKET` — Send public correspondence on an RT ticket.
- `REQUEST_TRACKER_UPDATE_TICKET` — Update selected metadata on an existing RT ticket and verify every requested field by reading it back.

## Frequently asked questions

### How does LuumenAI connect to Request Tracker (RT)?

Authorize once with API token. Luumen lists the scopes each action needs before you approve the connection, and credentials never appear in the chat.

### Can LuumenAI change things in Request Tracker (RT) on its own?

Read actions answer immediately. Anything that writes is shown as a plan and requires approval by default, including the 2 actions classified as destructive. Administrators configure that per tool.

### Is there an audit trail?

Every call to Request Tracker (RT) — read or write, approved or declined — is recorded with the actor, the input, and the result.

Full page: https://www.luumen.ai/integrations/request-tracker-rt/