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RT roles/terminology and email generation
Ticket |
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The terms ticket, request, RT, and REQ can be used interchangeably and refer to a record in the RT system | |
Requestor |
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Requestor of a request/ticket |
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This person will receive an email:
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Owner |
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| Owner of a request/ticket |
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This person will receive an email:
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Cc |
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Cc This person will receive an email:
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Admin |
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After any transaction on the ticket that they did not do themselves
Includes comments, replies, changing queue, etc.
Cc of ticket (see also “Owner” role) | AdminCc of ticket The ticket ‘AdminCc’ role differs from the ticket ‘Owner’ role in these ways: ticket ‘AdminCc’s will not receive ticket reminders or |
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feedback and the ticket status will not change from ‘new’ to ‘open’ if the ‘AdminCc’ replies on the ticket. This person will receive an email:
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Admin Cc of queue |
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Admin CC of queue This person will receive an email:
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Queue | Departments can request a queue to handle specific types of tasks. |
Admin Cc (AdminCc of queue) - gets an email:
When tickets are put into the queue
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RTIR | Request Tracker for Incident Response (This is only used by the IST Security |
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team) |
Logging Logging in to Request Tracker
Type in https://rt.uwaterloo.ca and log in using your 8-character username (e.g. j25rober) and password
Initially, when you log on you will be on your RT at a glance page., which includes:
Quick Search which includes the Queue names and the status
10 highest priority tickets I own (or whatever number you choose)
10 newest unowned tickets (or whatever number you choose)
Tickets I requested
Quick ticket creation
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How to view tickets in your queue(s)
In the Quick Search area, you will see the queue name and the queue status (New, Open or Stalled).
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The Basics tab takes you to the Modify ticket window where you can update many ticket properties.
How to change ticket subject, status, queue and priority
From the ticket screen, click on the The the Basics near the top left.
From this screen you can change the:
Subject
Status
Queue
Priority, and
Other fields such as Time Estimated/Worked/Left, Priority and any Custom Fields
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Click on a ticket subject to view the ticket
Click on the The the Basics tab or the People tab
Click on Owner and choose the issue solver that the ticket is being assigned to (screenshot is under The Basics tab)
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Choose Reply or Comment
Type the reply or comment you want to send
Scroll down to the Scripts and Recipients section of the page
Uncheck any recipients you do not want to receive an email notification of the reply/comment
Click on the Update ticket button
You will notice a note in the ticket history for this transaction: Squelched: username@uwaterloo.ca
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