Request Tracker User Guide

Display

Any way you get to a ticket, you'll arrive at that ticket's Display page first.

The Display page (above) provides an overview of the ticket. As you can see, it includes informational categories like Basics, Reminders, Dates, Custom Fields, Links (Relationships), and People (more information about these later). The ticket's History, while not completely visible in this screenshot, is also available on the Display page (see subsection, History).
Often, a block of information on the Display page will have its own edit page, which you can reach from within the Display page by using the clickable title headers within the ticket navigational bar (third one from the top) like Basics, Dates, Links, etc. (with the exception of Custom Fields – remember they appear on the Basics page).
Note 1; the ticket's number and subject description are just above the third navigation bar with the viewing choices. To view just the History, click the “History” choice in that navigation bar. Any individual information category can be seen by following the same action.
Note 2; the second navigation bar at the top of the screen also allows for moving up and down the ticket list for the Queue by offering the “< Last” options.
Ticket pages will generally offer the options Open, Take, Comment, Reply, and Resolve on the right side of the third navigational bar.

Open	Change a ticket’s status to open. When a ticket is opened, this option disappears. When a ticket is resolved, Open reappears.
Take/Steal	Take - Make yourself the owner of a ticket that currently has no owner. Take appears only when a ticket has no owner. Steal - Make yourself the new owner of a ticket that already has an owner. Must have “Steal” privilege granted by the Queue manager.
Comment	Add a private note. If a ticket is new, making a comment will change the status to open.
Reply	Create an E_mail that will go to whomever the notification is set for. The correspondence will appear in History.
Resolve	Close a ticket because work on it is finished and installed. When a ticket is resolved this option disappears. When a ticket is reopened, Resolve reappears.

Basics and Custom Fields

When you click on Basics or Custom Fields, the following page is displayed:

This is where you can change the ticket's subject, description of work, status, queue, time estimated, time worked, time left, priority, and final priority. Information on status and priority was described in the Concepts section of Chapter 1: Introduction. “Time estimated", “Time worked", and "Time left" refer to the number of minutes on this ticket only. When using this screen to update any of the “time” fields, you have the choice of entering hours or minutes and the entries you make are replacement only. There are no calculations done for you. If you want to add to “Time worked”, then navigate using Tools->My Day selection in the top navigation bar.
You can move this ticket to another queue if desired. If the queue you want to move it to is not in the drop down list, you do not have access to it. See the RT Administrator or Queue Administrator for assistance.
If your Queue has some custom fields applied, they will be available here for viewing/modifications if you are in a group with those privileges (typically, user groups can only “see” the custom fields).
After changing information on the Basics page, don't forget to click the Save Changes button.

People

When you click on People, the following page is displayed:

This page deals with a ticket's owner, requestor, CCs, and AdminCCs. To review these roles, see the Concepts section of Chapter 1: Introduction.

To add people as watchers, you can search for watchers using Find people whose, then add whomever you've found (Note: search will only find users or email addresses already defined to RT. Matches will appear in the Add new watchers area). If you know a potential watcher's email address, you can add one directly. RT will search for an existing user to match to. If there is no match, RT will create a new non-staff user. (If the user is already filled in from a search, it won't be automatically created.)
To configure a watcher, choose a type (Requestor, CC or AdminCC) from the drop down menu next to the watcher’s username or email address. To remove a watcher, locate the Current Watchers section of the page and check the box next to the watcher(s) to delete. Click the Save Changes button. A person in the “CC” role for a ticket is treated as an “Other” for the purposes of any Notification Scrip. These people can be added without running the risk of them getting notifications dealing with other tickets.
To assign a ticket or change its owner, change the Owner dropdown menu to the person of your choice and click the Save Changes button.
Tip: To change the owner of a ticket that has already been assigned to someone, you must first steal the ticket. Then you can change the ownership to someone else, if desired. Steal is described in the Display section of this chapter.