Request Tracker User Guide

Tickets; Clicking on this takes you to the RT Query Builder. With multiple queues and hundreds (or even thousands) of tickets, finding the ones you are interested in can quickly become a chore. Luckily, all of the tickets and their metadata are searchable. RT Query Builder is a very flexible and powerful search tool. More information on how to use it can be found in Chapter 6: Common Tasks.

Tools; Tools is a selection in RT which allows for 3 functions; Offline, Reports, and My Day.

Offline allows the creation of tickets by uploading formatted flat files populated with ticket metadata. Detailed instructions on how to use this feature are not available in this document.

Reports offers three standard administrative summary reports (Resolved by owner, Resolved by Date Range, and Created within Date Range) for display only (you CAN go to your browser “file->print preview->print” and get a copy of the screen results). Merely select the Queue (from a drop-down box) and/or date range and click “submit”. A bar chart and summary totals will appear.

My Day offers the opportunity to enter time (spent) and comments for any and all tickets you own.

Contact System Administration if you are interested in using Tools and need assistance.

Preferences; Use this to add a signature to the bottom of all your comments and replies. Enter your (preferably short) signature in the Signature field and click the Submit button. This signature will appear by default at the bottom of all your comments and replies. You may also change any of the information about yourself as you please.

Approval; Not used or supported at this time. If you have questions about this function, contact the RT System Administrator (your address).

RT at a Glance

By selecting the “edit” option at the far right of the bar, you will be offered the multiple choices for what you want to see on your “Home” page in two different categories; Body and Summary. Those items you select for “body” will display on the left side of your home page and those selections from “Summary” will display on the right. If you choose selections for only “body” or only “Summary” then those items will display centered on the home page.

My Admin Queues or My Support Queues: Use either of these this selections to display all the Queues for which you are an “AdminCc”. Only Queue managers should select this.



My Reminders: Use this selection to display any reminders you have.



Quick Create: Here is a quick way to create a ticket. If you don’t care about populating additional metadata initially, just enter a Subject, choose the desired queue from the dropdown list, leave yourself as the owner or choose Nobody from the owner dropdown list and click on Create.
Be aware that RT will automatically default you as the owner of a ticket EVEN IF you don’t have that right. However, when you click on Create, RT will change the owner to “Nobody” and give you an error message. The new ticket is created either way.




Quick Search: Use this selection to display queues to which you have access along with the numbers of new and open tickets in those queues. Clicking on a queue in this list takes you to the Tickets page and displays a list of the new and open tickets in that queue.


Saved Searches: Use this selection to have “Home Page” display the results of any particular saved query that belongs to you.


Options: Use this selection to set row display limit on searches executed from home page.


Home: Where you are now. You can always get back to the start page by clicking Home in the upper left of the screen.

Refresh Homepage

Under the “Body” and “Summary” list of options is listed “Refresh Homepage”. “Don't refresh this page” is the default. Other options are refreshing the page every 2, 5, 10, 20, 60, and 120 minutes. Select this option and you can choose the timing you want while in the home page.

Chapter 5:

Tickets Interface

There are numerous ways to access a ticket from the Home page:

• 
  Search for a ticket, click on Tickets from the left navigation bar. After the search, select the ticket you want and click it.
  

• 
  Click on a queue in the “Quick Search” new/open tickets section. Only new and open tickets are displayed.
  
  
  
• 
  Enter the ticket number and click Search on the top right navigation bar to go directly to that ticket or enter a word or phrase to find a ticket with that word or phrase in the Subject.