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RT roles/terminology and email generation
Ticket | The terms ticket, request, RT, and REQ can be used interchangeably and refer to a record in the RT system |
Requestor | Requestor of a request/ticket This person will receive an email:
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Owner | Owner of a request/ticket This person will receive an email:
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Cc | Cc This person will receive an email:
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Admin 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 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 | 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. |
RTIR | Request Tracker for Incident Response (This is only used by the IST Security team) |
Logging in to Request Tracker
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