Request Tracker (RT) Requestor Documentation

Viewing = a ticket

You can view a ticket from either the Open tickets=  page (default view on the SelfService home page) or the = Closed tickets page, available from the=  Tickets menu. Click on the Subject=  to open the ticket.
Tickets have three main areas; The Basics, Dates, and History.

The Basics
The Basics area will contain the ticket ID number, the current status, t= he priority, and it may contain additional custom fields for that specific = queue. The Requestor can also see which queue the ticket is in.

Dates

This area contains various dates and times related to the ticket creatio= n date, last updated, due date (if set), and closed date.

History

This area contains the replies, comments, and changes made to the ticket= .
To show all quoted text click on Show all quoted text
 or
to show quoted text in a specific reply of comment c= lick on Show quoted text in the specific reply o= r comment.

Reply= ing to a ticket

As a ticket creator, there are two ways you can reply to a ticket. You c= an reply directly to an RT email notification or you can reply to a ticket = via the RT web interface.

Replying to a ticket via e-mail

• 
  After an RT ticket is created, an email notification to the tic= ket requestor will be sent
  
• 
  If you reply to that email (without editing the subject line), the e= ntire message body will automatically be added to the RT ticket as a reply<= /p>

Replying to a ticket via the RT web interface

1. 
   From the Open Tickets listing, click on t= he ticket subject to view it
   
2. 
   On the right side of any comment in the History area click on the&nb= sp;Reply link
   
3. 
   The Reply form will open on a new page
   
4. 
   Click on Submit to save your changes and = submit the form