Request Tracker (RT) issue solver documentation basic

New indicates a ticket that has not been opene= d yet

Open indicates that the ticket is being worked= on

Stalled indicates that the ticket has been ope= ned but is not being worked on right now

Th= e Basics tab

The Basics tab takes you to the Modify ticket window where you can update many ticket properties.

How to change ticket subject, status, que= ue and priority

1. 
   From the ticket screen, click on the Basics ne= ar the top left.
   
   1. 
      From this screen you can change the:
      
      • 
        Subject
        
      • 
        Status
        
      • 
        Queue
        
      • 
        Priority, and
        
      • 
        Other fields such as Time Estimated/Worked/Left, Priority and any Cu= stom Fields
        

How to assign a ticket to an owner

1. 
   Click on a ticket subject to view the ticket
   
2. 
   Click on the Basics tab or the Pe= ople tab
   
3. 
   Click on Owner and choose the issue solve= r that the ticket is being assigned to (screenshot is under Th= e Basics tab)
   

Moving tickets into another queue

Click the Basics tab for the ticket and then = from within the Modify ticket window, click on the&nb= sp;Queue drop-down to select a new location.

Prio= rities

The priority can be set. How priority is used depends on each queue= . For new queues, we hope to work with priorities of 1-5 where the highest = priority is "1", and the lowest is "5".

Working with Tickets

The Actions drop-down menu will vary dependin= g on your role in the ticket and offers several options for acting on a tic= ket.