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Request Tracker (RT) issue solver documentation - basic

Request Tracker (RT) issue solver documentation - basic

For more advanced RT solver information, please see this article: Request Tracker (RT) issue solver documentation - Advanced

Included in this article:

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

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

You can customize this screen by clicking on Logged in as [username]Settings, then RT at a glance.

  • You may hide/show one section of the screen by clicking on the arrow to the left of the section title.

  • You may edit a section of the screen by clicking on the word Edit at the top right of the section.

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).

Quick search menu showing a list of different queues, along with the tickets in each queue (organized by whether they've been reviewed and worked on).
  • New indicates a ticket that has not been opened yet

  • Open indicates that the ticket is being worked on

  • Stalled indicates that the ticket has been opened but is not being worked on right now

The Basics tab

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

  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)

Menu with various options to modify a ticket.

Moving tickets into another queue

Cli