Re-opening a ticket
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- Full 'content' searches will take a few seconds to produce results
- Attachments will not be searched
- Number of tickets found and tickets actually displayed may not match
- The number of tickets found (displayed at the top as Found 104 tickets) may not match the number of tickets displayed on the screen. You will only see the tickets you have privileges to see, but the system will tell you the total number of tickets found in the database that match your criteria. If you need access to a ticket you cannot see, email rt@uwaterloo.ca for assistance
Simple Search AND 'Search...' box at top right of the screen
Simple search will only show tickets with an active status (i.e. new, open, or stalled), unless a status is specified in the search.
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NOTE: Number of tickets found and tickets actually displayed, may not match. The number of tickets found (displayed at the top as Found 104 tickets) may not match the number of tickets displayed on the screen. You will only see the tickets you have privileges to see, but the system will tell you the total number of tickets found in the database that match your criteria. If you need access to a ticket you cannot see, email rt@uwaterloo.ca for assistance.
Advanced searches and searching custom fields
- Click on Search/Tickets/New Search. Below is the default search screen. Without a queue specified, only default criteria fields are shown:
- Select a queue, and click Add these terms. The additional custom fields for that specific queue are added to the form:
Here is a close up the additional custom fields (for the queue chosen):
New fields can be added to the search in the same way as the default criteria options.
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The results of the search can be adjusted by modifying the options at the bottom of the search builder page.
Saving a search
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- To search for an article, click the Articles menu
- From this page you can search all classes using the search box on the right, or click on a class to open and search within that class
- The search results page contains three areas: Search results, Advanced search, and Saved searches. The search results table lists articles that match the specified criteria.
- The Advanced search sections contains additional filters and options to refine the results
- The Advanced search also allows for date based searches and searches based on ticket numbers and topics
- The last section is Saved searches. Frequently used searches can be saved and loaded from this area
- Saved article searches can be added to the RT home ('RT at a glance') or a custom dashboard
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- To search for an article when replying or commenting on a ticket, enter the search times in the 'Search for Articles matching' input box shown below and hit enter:
- Matching articles will be displayed above the content area (in pink)
- Click on Go beside the article title to add the content of the article to the response window
- If you know the article number, you can type in the number into the field labeled Include Article. You can also select an article from the drop down list of articles. The contents of the article will be added to the Reply or Content area:
- Edit the Reply or Content area as needed
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To create a repeating ticket, use the 'Recurrence' option available when using the 'New ticket in' form for Issue Solvers. The recurrence option is not available through the forms in the Self Service area.
- To set up a repeating ticket, click 'New ticket in'
- Then click the Enable Recurrence check box and fill out the schedule for the new tickets
- New tickets are created when you initially save the recurrence
- The new tickets are populated with the subject and initial content of the original ticket
Concurrent active tickets
The Concurrent active tickets number determines how many tickets can be in an active status for a recurrence at any time. A value of 1 means one ticket at a time can be active. New tickets will not be created until the current active ticket is resolved or set to some other inactive status.
Ticket lead time (days)
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- Find the original ticket that created the recurrence
- It will be in the 'Original Ticket' custom field
- Or type the original ticket number, if known, in the search box at the top right of the window
- Scroll down in the original ticket and click on the Recurrence tab directly as it is a link to the edit recurrence form:
- Make the changes to the Recurrence:
- Click 'Save Changes'.
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- Find the original ticket that created the recurrence (it will be in the 'Original Ticket' custom field)
- Go to the original ticket in the recurrence and type the original ticket number in the search box at the top right of the window
- Scroll down in the original ticket and click on the Recurrence tab:
To cancel:
- Uncheck the Enable Recurrence check box, or
- Set ending conditions on the recurrence with either a set number of recurrences or an end date
Dashboards
Dashboards allow you to compile multiple custom saved searches that you have created.
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- Choose the type and the email address
See the Knowledge Base article Watching Request Tracker (RT) tickets that belong to someone else for more information.
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Contact the IST Service Desk at helpdesk@uwaterloo.ca or 519-888-4567 ext. 44357. |