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Request Tracker (RT) Requestor Documentation
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səhifə | 3/4 | tarix | 07.04.2023 | ölçüsü | 19,49 Kb. | | #104602 |
| Request Tracker (RT) Requestor Documentation
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.
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.
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After an RT ticket is created, an email notification to the tic= ket requestor will be sent
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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> -
From the Open Tickets listing, click on t= he ticket subject to view it
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On the right side of any comment in the History area click on the&nb= sp;Reply link
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The Reply form will open on a new page
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Click on Submit to save your changes and = submit the form
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