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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:

  • After the request is submitted

  • After any correspondence/replies

    • Does NOT get email notification when a comment is added (but can see comments if logged in)

  • When request is resolved

Owner
(see also “AdminCC” role)

 Owner of a request/ticket

This person will receive an email:

  • After any transaction on the ticket that they did not do themselves

  • When any actions are taken on the ticket: comments, replies, changing queue, etc.

  • Receives email reminders of stale tickets: if reminders have been set up on the queue

  • Receives feedback responses from requestors if feedback has been enabled on the queue.

Cc

Cc 

This person will receive an email:

  • After any replies/correspondence on the ticket

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:

  • After any transaction on the ticket that they did not do themselves

    • Includes comments, replies, changing queue, etc.

Admin Cc of queue

Admin CC of queue

This person will receive an email:

  • When tickets are created/moved to the queue

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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