Watching Request Tracker (RT) tickets that belong to someone else

It may be necessary to track RT tickets for someone while they are away from the office. There are two options below to view and track these tickets.

Option 1 – RT search/dashboard

This option will show all tickets owned by a person (ltomalty is the example here) that are active, or that are resolved but have been updated in the last five days. 

You could also paste the search under the 'Advanced' section of the Query Builder page, adjusting the date as appropriate:

  1. Log in to Request Tracker

  2. Click Search > Tickets > New Search

  3. Click Advanced link which is displayed on the top right corner

  4. Paste the following in the Query window (and adjust the owner and the date, as appropriate):

Status != 'rejected' AND (  ( Status = 'resolved' AND LastUpdated > '5 days ago' ) OR Status = '__Active__' ) AND Owner = 'ltomalty'

Option 2 – Outlook rule

The staff person that will be away from the office can create an Outlook rule to forward all of their RT email to their backup person. The rule would filter all mail sent from:

Need help?

Contact the IST Service Desk online or 519-888-4567 ext. 44357.

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