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

Included in this article:

Re-opening a ticket

1. Click on Basics (from the top of the ticket display screen OR in the Basics section of the screen)

2. Beside Status, choose open

3. Click on the Save Changes button at the bottom of the screen

OR

1. From the ticket screen, choose Actions > Re-open from the top right

2. Enter any comments if necessary (optional)

3. Click on the Update Ticket button

When the ticket has been reopened the requestor will not be notified via email.

Changing ticket status

While displaying the ticket, click on the Actions menu and choose:

• Resolve, Re-open, Stall, Open It, etc.

  • Click Update Ticket (some status changes such as 'Open It' will happen automatically and not require you to click 'Update Ticket')

An alternate way to change status (this way is required to move a ticket from Stalled to Resolved):

• Click on the Basics link at the top of the ticket

  • Beside Status choose the status you would like (e.g. 'resolved')

  • Click the Save Changes button

The status of a new ticket will change to open when the ticket owner submits a reply (correspondence) on the ticket unless the ticket owner is also the requestor.

Searching

There are several different ways to search for ticket information.

• Use the Search... box in the top right of your screen:

  • When you know the ticket number, or

  • To quickly search for a string in the subject line of tickets

• Use the Simple Search to quickly search subject lines, queues, etc. (see below for details)

• Use the New Search (a.k.a. Query Builder) to build your own query (see below for details)

Search notes

• Full 'content' searches will take a few seconds to produce results

• Attachments will not be searched

• Number of tickets found and tickets actually displayed may not match

  • The number of tickets found (displayed at the top as Found 104 tickets) may not match the number of tickets displayed on the screen. You will only see the tickets you have privileges to see, but the system will tell you the total number of tickets found in the database that match your criteria. If you need access to a ticket you cannot see, email helpdesk@uwaterloo.ca for assistance

Simple Search AND 'Search...' box at the top right of the screen

A Simple Search will only show tickets with an active status (i.e. new, open, or stalled) unless a status is specified in the search.

1. Click on the Search menu and choose Tickets/Simple Search; search by:

   • Ticket number: enter ticket number and click ‘Search’

   • Subject search: enter subject:"search criteria" and click  ‘Search’

   • Queue search: enter queue name (e.g. rt-help) or or queue:"queue name" and click ‘Search’

   • Owner: type name of a privileged user and click ‘Search’ to see open/new/stalled tickets owned by that user

   • Content search: enter fulltext:word (e.g. fulltext:printer) and click ‘Search’

     • fulltext searches cannot be combined with subject search or other text searches

     • fulltext searches can be combined with a status, queues (e.g. fulltext:printer open)

2. Combo searches:

   • testing jsmith – will result in tickets with ‘testing’ in subject that are owned by jsmith

   • rt-help new – will result in tickets in the ‘rt-help’ queue that have a status of new

   • fulltext:network open – will result in open tickets that have ‘network’ in the ticket content somewhere

New Search (a.k.a. Query Builder)

1. To build your own query choose Search/Tickets/New Search

2. Choose the relevant criteria:

   • Note about searching on Status:

     • If you need to choose a Status, choose the status you are searching for in the default section of the drop-down list

     • If you choose the queue you want to search first (beside Queue - is - ) and click Add these terms, then only the default statuses will be listed beside the Status option

3. Click Add these terms and search to see the results of your search

Tips to simplify searching

1. From your Home screen (a.k.a RT at a glance), click on the queue you want to search first (in the Quick Search section on the right side of your screen)

2. Then click the Edit Search link at the top of the page

3. You will then be in the Query Builder, and the search will be started for you:

   1. A queue will be chosen

   2. Statuses will be set to new or open or stalled

   3. You can then add additional criteria and click Add these terms to see the complete set of search criteria in the Current Search section of the page

4. Finally, click Add these terms and search, to see the results of your search