Request Tracker (RT) issue solver documentation (basic)

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) - receives an email:

  • After the request is submitted
  • After any correspondence/replies
  • When request is resolved
  • Does NOT get email notification of comments (but can see comments if logged in)

Owner (Owner of a request/ticket) - receives email:

  • After any transaction on the ticket that they did not do themselves
  • Includes comments, replies, changing queue, etc.

The ticket Owner also receives email reminders of stale tickets, if reminders have been set up on the queue and receives feedback responses from requestors if feedback has been enabled on the queue.

Cc (Cc on a request/ticket) – gets email:

  • After any replies/correspondence on the ticket

Admin Cc (AdminCc of ticket) - receives email:

  • After any transaction on the ticket that they did not do themselves
  • Includes comments, replies, changing queue, etc.

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.

Queue: Departments can request a queue to handle specific types tasks.

Admin Cc (AdminCc of queue) - gets an email:

  • When tickets are put into the queue

RTIR: Request Tracker for Incident Response (This is only used by the IST Security group)

Logging in to Request Tracker

Type in https://rt.uwaterloo.ca and log in using your WatIAM userid and password.

Initially, when you logon you will be on your RT at a glance page.
Note: any customizations to a person’s RT at a Glance page will be imported from RT3 to RT4.

  • 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).

RT4 Quick Search window

  • 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 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 The Basics tab or the People tab
  3. Click on Owner and choose the issue solver that the ticket is being assigned to (screen shot is under The Basics tab)

Set the owner of the ticket

Moving tickets into another queue

Click the Basics tab for the ticket and then from within the Modifyticket window, click on the Queue drop down to select a new location.

Priorities

The priority can be set. How priority is used depends on each queue. For new queues, we hope to work with priorities of 1-5 where the highest priority is "1", and the lowest is "5".

Working with Tickets

The Actions drop down menu will vary depending on your role in the ticket and offers several options for acting on a ticket.

RT4 Actions menu

Replying and Commenting on requests

Replying

To Reply to the requestor (a.k.a. correspond):

  1. Click on the Actions link at the top then the Reply link or in the body of the request (if you want part of the request text to appear in your reply, click on the Reply button in that part of the request)
  2. If you want to add a One-time CC: or Bcc: you can type the full email address of someone
    1. Even if this person has a userid in the RT system you still need to type their full email address here
    2. To see who is sent this message by default, simply scroll down on this screen and view the Scrips and Recipients section
  3. To attach a file, click the Browse button beside the Attach: text box in the top section and navigate to the desired file
    1. To attach an additional file, click Add More Files and click Browse again

NOTE: Attachment size is limited to 3.8 MB (maximum). Larger attachments will be truncated and it will be recorded in the ticket history that the attachment has been truncated. Larger attachments can be stored outside of RT (e.g. on a SharePoint server) and referenced in the ticket.

  1. In the larger text box, type the information you would like included in the reply
  2. Click on the Update Ticket button (you may have to scroll down to see this button)

Commenting

To comment on a request, follow the same procedure you did to reply, but click on the Comment link instead (or Actions > Comment)

NOTE: Comments get entered into the request and can be viewed by the requestor, but are not emailed to the requestor

Suppressing email notification on a reply or comment

To suppress/disable notification to one of the people attached to a ticket (for one reply/comment only):

  1. Choose Reply or Comment
  2. Type the reply or comment you want to send
  3. Scroll down to the Scripts and Recipients section of the page
    1. Uncheck any recipients you do not want to recieve an email notification of the reply/comment
  4. Click on the Update ticket button
  5. You will notice a note in the ticket history for this transaction: Squelched: userid@uwaterloo.ca

Forward email from a ticket

To Forward a message from a ticket to another email address (without emailing other people attached to the ticket):

  1. Click Forward from within the ticket history (or under the Actions menu at the top)
  2. Type the user’s full email address in the To: box
  3. Type the message
  4. Click the Forward Message and Return button

Resolving requests

  1. Click on the Actions - Resolve link near the top of the window (you may need to scroll up to see this link)
  2. Enter any final comments you have
  3. Click on the Update Ticket button --- you may have to scroll down to see this button
  4. The requestor will receive an email notifying them that their request has been resolved

Other actions available are:

  • Actions - Rejected - the ‘rejected’ status is currently not being used - it presently exists to enable future RT4 functionality
  • Actions - Take (unowned) or Steal (owned)- which allows the issue solver to take or steal a ticket from another owner. The original owner will receive an email indicating the change
  • Actions - Stall - tickets can be set to Stalled which allows them to stay in the queue if awaiting customer input or help from another staff member

View Requestor information

To view information about the requestor of a ticket:

  1. Open/view the ticket
  2. Click the "v" beside More about the requestors, to view other tickets submitted by the requestor
  3. Then click User Summary to view requestor's department, phone extension, etc.

Using Internet Explorer 11

Internet Explorer 11 has been known to randomly log people out of web based applications such as Request Tracker. We are investigating solutions and will post them here when a solution is found.

If you are experiencing this issue, please use an alternate browser such as FireFox or Chrome.

Need help?

Contact the IST Service Desk at helpdesk@uwaterloo.ca or 519-888-4567 ext. 44357.

 

Was this helpful?
0 reviews