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How to change ticket subject, status, queue and priority

1. From the ticket screen, click on the Basics near the top left.

   1. 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

How to assign a ticket to an owner

1. Click on a ticket subject to view the ticket

2. Click on the Basics tab or the People tab

3. 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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Moving tickets into another queue

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To Reply to the requestor (a.k.a. correspond):

1. Click on the Actions link at the top then the Reply link or in the body of the request (if you want part of the request text to appear in your reply, click on the Reply button in that part of the request)

2. If you want to add a One-time CC: or Bcc: you can type the full email address of someone

   1. Even if this person has a username in the RT system you still need to type their full email address here

   2. To see who is sent this message by default, simply scroll down on this screen and view the Scrips and Recipients section

3. To attach a file, click the Browse button beside the Attach: text box in the top section and navigate to the desired file

   1. To attach an additional file, click Add More Files and click Browse again

NOTE: Attachment size is limited to 3.8 MB (maximum). Larger attachments will be truncated and it will be recorded in the ticket history that the attachment has been truncated. Larger attachments can be stored outside of RT (e.g. on a SharePoint server) and referenced in the ticket.

1. In the larger text box, type the information you would like included in the reply

2. Click on the Update Ticket button (you may have to scroll down to see this button)

Commenting

To comment on a request, follow the same procedure you did to reply, but click on the Comment link instead (or Actions > Comment)

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To suppress/disable notification to one of the people attached to a ticket (for one reply/comment only):

1. Choose Reply or Comment

2. Type the reply or comment you want to send

3. Scroll down to the Scripts and Recipients section of the page

   1. Uncheck any recipients you do not want to receive email notification of the reply/comment

4. Click on the Update ticket button

5. You will notice a note in the ticket history for this transaction: Squelched: username@uwaterloo.ca

Forward email from a ticket

To Forward a message from a ticket to another email address (without emailing other people attached to the ticket):

1. Click Forward from within the ticket history (or under the Actions menu at the top)

2. Type the user’s full email address in the To: box

3. Type the message

4. Click the Forward Message and Return button

Resolving requests

1. Click on the Actions - Resolve link near the top of the window (you may need to scroll up to see this link)

2. Enter any final comments you have

3. Click on the Update Ticket button --- you may have to scroll down to see this button

4. The requestor will receive an email notifying them that their request has been resolved

Other actions available are:

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To view information about the requestor of a ticket:

1. Open/view the ticket

2. Click the "v" beside More about the requestors, to view other tickets submitted by the requestor

3. Then click User Summary to view requestor's department, phone extension, etc.

Using Internet Explorer 11

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