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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) - 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 into 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.

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
      1. Subject
      2. Status
      3. Queue
      4. Priority
      5. 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 in The Basics tab)

RT4 Modify a ticket

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

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: highest priority is "1", while 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

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. Even if this person has a userid in the RT system you still need to type their full email address here. (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. To attach an additional file, click Add More Files and click Browse again.
    1. 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 reference in the ticket.
  4. In the larger text box, type the information you would like included in the reply.
  5. 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).

  • 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.

To attach a file, click the Browse button beside the Attach: text box in the top section and navigate to the desired file. 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 reference in the ticket.

Click on the Update Ticket button (you may have to scroll down to see this button).

Re-opening a ticket

To re-open 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

In many circumstanced, ticket status can be changed by:

  • 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.

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" (aka Query Builder) to build your own query (see below for details)

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 rt@uwaterloo.ca for assistance.

Simple Search

  1. NOTE: Simple search will only show tickets with an active status (generally: new, open or stalled), unless a status is specified in the search.
  2. Click on the Search menu and choose Tickets/Simple Search; search by:
    1. Ticket number: enter ticket number and click ‘Search’
    2. Subject search: enter search criteria in quotes (e.g. “printer”) and click ‘Search’
    3. Queue search: enter queue name (e.g. rt-help) and click ‘Search’
    4. Owner: type name of a privileged user and click ‘Search’ to see open/new/stalled tickets owned by that user
    5. Content search: enter fulltext:word (e.g. fulltext:printer) and click ‘Search’
      1. fulltext searches cannot be combined with subject search, or other text searches
      2. fulltext searches can be combined with a status, queues (e.g. fulltext:printer open)
  3. Combo searches:
    1. testing jsmith - will result in tickets with ‘testing’ in subject that are owned by jsmith
    2. rt-help new – will result in tickets in the ‘rt-help’ queue that have a status of new
    3. fulltext:network open– will result in open tickets that have ‘network’ in the ticket content somewhere
  4. Number of tickets found and tickets actually displayed, may not match
    1. 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 rt@uwaterloo.ca for assistance.

New Search (aka Query Builder)

  1. To build your own query choose Search/Tickets/New Search.
  2. Choose the relevant criteria:
    1. Note about searching on Status:
      1. If you need to choose a Status, choose the status you are searching for in the default section of the drop down list.
      2. 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.
  4. Tip 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. 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.
  5. Number of tickets found and tickets actually displayed, may not match
    1. 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 rt@uwaterloo.ca for assistance.

RT4 search

Advanced searches and searching custom fields

  1. Click on Search/Tickets/New Search.  Below is the default search screen. Without a queue specified, only default criteria fields are shown:
 
Screenshot of the default RT search screen
 
  1. Select a queue, and click Add these terms. The additional custom fields for that specific queue are added to the form:
RT search screen with queue selected
 
Here is a close up the additional custom fields (for the queue chosen):
Custom search criteria fields
 
  1. New fields can be added to the search in the same way as the default criteria options.
  2. Click Add these terms, and view the search criteria on the top right under Current search.
  3. If you like, you can click the Advanced link at the top right and directly edit the code for your search.
  4. Once you are happy with your search criteria, click Add these terms and search to view the results of your search.
 

Search Results: Sort Order and Columns (fields)

The results of the search can be adjusted by modifying the options at the bottom of the search builder page.
RT search display options

Saving a search

Once you have created a search, you can save it for future use.

  1. If you are viewing the search results, click on the Edit Search link at the top to return to the Query Builder screen.
  2. Review the search criteria in the Current search box at the top right.
  3. Under Saved searches, beside Description:, enter a name for your saved search.
  4. Beside Privacy, you can choose to save the search just for yourself (My saved searches) or for an RT group you belong to (Groupname's saved searches).
  5. Click the Save  button to save the search.

Loading a saved search

To use a seach you previously saved:

  1. Search/Tickets/New Search
  2. Under Saved searches, beside Load saved search:, choose the search from the drop down list.
  3. Click Load.
  4. Click Add these terms and Search.
 
 
 

Searching articles

NOTE: The 'Articles' knowledge base feature is being piloted. If you are interested in this, please submit a ticket to the Request System.

To search for an article, click the Articles menu. From this page you can search all classes using the search box on the right, or click on a class to open and search within that class. 
 
RT Search for articles box
 
The search results page contains three areas:
  • Search results
  • Advanced search
  • Saved searches
The search results table lists articles that match the specified criteria.
 
RT article search results page
 
The Advanced search sections contains additional filters and options to refine the results. 
RT advanced article search
 
The Advanced search also allows for date based searches, searches based on ticket numbers and topics.
RT article search based on date ranges
 
The last section is Saved searches. Frequently used searches can be saved and loaded from this area.
RT saving searches
 
Saved article searches can be added to the RT home ('RT at a glance') or a custom dashboard.
 
 

How to search for an article while responding to a Ticket

To search for an article when replying or commenting on a ticket, enter the search times in the 'Search for Articles matching' input box shown below and hit enter:
RT tickets have a search articles box
 
Matching articles will be displayed above the content area (in pink). Click on Go beside the article title to add the content of the article to the response window.
RT article search results
 
If you know the article number, you can type in the number into the field labeled Include Article. You can also select an article from the drop down list of articles.
 
The contents of the article will be added to the Reply or Content area:
RT article copied into content area
Edit the Reply or Content area as needed.
 
 

If there is a dependency between tickets they can be linked. You can  define dependencies between tickets by making a ticket (e.g. ticket #100111) dependent on another ticket (e.g. ticket #100112):

To do this, open the ticket (e.g. ticket #100111) and click on the Links link, type in the ticket number this request should depend on (e.g. ticket #100112)

Click Save Changes

Now ticket #100112 will have to be resolved before ticket #100111 can be resolved. (Note that this could also be done in reverse using the Depended on by field under Links.)

To Merge tickets, click on the Links button and then under the Merge tab type in the ticket number that you wish to merge into. Click Save Changes.

Note: once tickets are merged the action cannot be undone.

Recurring Tickets

NOTE: The Recurring Tickets feature is available upon request. If you would like this feature to be available for your queue, please submit a request to rt-help@rt.uwaterloo.ca.

The 'Recurrence' option to create a repeating ticket is available when using the 'New ticket in' form for Issue Solvers. The recurrence option is not available through the forms in the Self Service area. 

Creating a new ticket in RT
 
To set up a repeating ticket, click 'New ticket in', and then click the checkbox to "Enable Recurrence" and fill out the schedule for the new tickets.
Creating a new ticket in RT
 
New tickets are created when you initially save the recurrence. The new tickets are populated with the subject and initial content of the original ticket.
Recurrence options in RT
 
Concurrent active tickets:
The Concurrent active tickets number determines how many tickets can be in an active status for a recurrence at any time. A value of 1 means one ticket at a time can be active. New tickets will not be created until the current active ticket is resolved or set to some other inactive status.
Recurrence options
 
Ticket lead time (days):
The Ticket lead time determines how far in advance of a ticket's Due date you want the ticket to be created.
For example, if you create a weekly recurrence scheduled on Mondays and set the lead time to 7 days, each Monday a ticket will be created with the Starts date set to that Monday and a Due date of the following Monday.
 
Change recurrence:
If you need to change the recurrence in the future, make the changes on the original ticket.
To help you find this initial ticket, which may have been resolved long ago, a custom field is created on each ticket in the recurrence with link called "Original Ticket."
  1. Find the original ticket that created the recurrence
    1. It will be in the 'Original Ticket' custom field​Link to the original ticket
    2. Or type the original ticket number, if known, in the search box at the top right of the window.
  2. Scroll down in the original ticket and click on the Recurrence tab directly as it is a link to the edit recurrence form: screen shot of recurrence link
  3. Make the changes to the Recurrence.Modifying the recurrence of a ticket
  4. Click 'Save Changes'
 
Range of recurrence – start date:
You can set a Start date for a new recurrence. If you don't, it defaults to the day you create the recurrence.
 
Canceling Recurrences:
You can cancel or end a recurrence in two ways:
  1. Find the original ticket that created the recurrence
    1. It will be in the 'Original Ticket' custom field
  2. Go to the original ticket in the recurrence:
    1. Type the original ticket number in the search box at the top right of the window.
  3. Scroll down in the original ticket and click on the Recurrence tab: 
  4. screen shot of recurrence link
    1. Uncheck the Enable Recurrence checkbox OR
    2. Set ending conditions on the recurrence with either a set number of recurrences or an end date.
Start and end options for recurring tickets

Dashboards

Dashboards allow you to compile multiple custom saved searches that you have created.

  1. Under the Home menu choose New Dashboard
  2. Beside the Name field type in a name for the dashboard
    1. From the Privacy menu choose My Dashboards to save the dashboard for yourself. To save this dashboard for an RT group you belong to, choose that group from the Privacy menu instead.
  3. Click the Create button.
  4. Click the Content link from the top of the screen.
  5. Choose saved searches from the Body menu and click on the arrow icon to add them to your dashboard. Repeat this under Sidebar for any additional items you would like to appear in the sidebar of your dashboard (if any).
  6. To email your dashboard to yourself or others, click Subscription from the toolbar.
    1. Beside Frequency, choose the best option for how often the dashboard will be emailed to you/others
    2. Beside Hour, choose the time that it should be mailed.
    3. Beside Rows, choose the number of rows you want displayed in the email from the search(es). 
    4. Beside Recipient, leave it blank if it should be mailed to you; if it should be mailed to someone else, type their email address in. You can send subscriptions to multiple recipients by separating the email addresses with commas (ie: ltomalty@uwaterloo.ca, javoskam@uwaterloo.ca).
    5. Click Subscribe to save your subscription.
  7. To add the dashboard to your Home menu:
    1. Choose Home then Update This Menu to see the new dashboards in the Home menu.
    2. Click on the dashboard in the left box and click on the arrow to move it to your Home menu.
    3. You will then be able to view the contents of the dashboard by choosing it from your Home menu.

Preferences/settings

  1. Click Logged in as [username], Settings, then Preferences.
  2. In the General section you can determine your Default queue by selecting it from the drop down menu.
  3. In the Locale section you can modify the Date format.
  4. In the Mail section: Email Delivery - control how you get mail from RT (e.g. one email per transaction/reply/comment (Individual messages) or Daily digests, etc.)
  5. In the Ticket Display section:
    • Notify me of unread messages (when you open a ticket)

Ticket history - display order

  1. In the Ticket Display section:
  • Show oldest history first -ticket history ordering (default is set to show newest history)

Watching a Queue

A Watcher is someone who is interested in a ticket. You'll find this option under the People tab when looking at a ticket. A watcher of a ticket normally gets email-copies of all the replies to the ticket.

There are several types or roles of watchers:

  • Requestor: the person or people who asked for something to get done; the ticket's reason for being.
  • Cc: someone who should get copies of any replies that go to the requestor. This might be the requestor's boss. This person will see the email but doesn't necessarily have the right to work on the ticket.

To add a new watcher, choose the type and the email address.

RT4 adding a watcher to a ticket

Custom Fields

Custom fields can be set up for individual queues. They will appear in each of your Tickets' Basics section and will allow you to categorize and classify tickets in your queue.

You can also use this area to set Keywords. One example of this is the Closure keyword.
To use the Closure keyword after a request you own is complete:

  1. Open the ticket and click on the Custom Fields link.
  2. Beside Closure, choose Completed (you may have to scroll up to see this) and click on the Save Changes button.

To set up keywords for your queue, send a request to rt@rt.uwaterloo.ca.

Sending an email a request directly into a queue

Send an e-mail to rt-queuename@rt.uwaterloo.ca to put a request directly into a queue.

Note: Ensure that it is OK to submit directly to that specific queue. For some queues, requests submitted this way are not assigned properly and may not be noticed in a timely fashion. If you are unsure, submit your request to rt@rt.uwaterloo.ca.

Using mobile device to access RT

It is possible to access RT from your mobile device. What RT functions you will be able to use on your mobile device, can vary depending on the device's browser. 

  1. Using Mobile version of RT:
    1. Log into Request Tracker on your mobile device.
    2. When you first access RT from your mobile device, it will open the limited mobile version.
    3. Simply log in and search for the ticket you are interested in.
    4. Click on Home to go to the home screen.
    5. Within a ticket, click on History to see all details.
  2. Using full version on RT on your mobile device:
    1. Log into Request Tracker on your mobile device.
    2. Scroll to the bottom of the screen and choose Not using a mobile browser?
    3. Use RT as you normally would.

Articles

NOTE: The 'Articles' knowledge base feature is being piloted. If you are interested in this, please submit a ticket to the Request System.

Articles is the integrated knowledge base system. You can search for an existing topic in the KB or create a new topic. The main page contains the following:

  • 10 newest articles
  • 10 most recently updated articles
  • Quick search
  • Create an article

Creating an article directly

Click on 'Articles' then 'Create' from the RT menu:
Create article menu option
 
Select an appropriate class to store the article in. The new article form contains the following areas:
  • Basics: this section contains the name and summary.
  • Content: this is the main body of the article with the problem and resolution text.
  • Links: the article can reference tickets or other articles.
  • Topics: select general topics that this article applies to.
Click on 'Save' when complete.
 

Creating an article based on a ticket

Articles can also be created based on a ticket. To do this, locate the ticket with the content to be used in the article and open it.
 
From the Actions menu, select 'Extract Article':
Extract article menu option
 
Click on the class the article should be associated with, and then select topics associated with this ticket. Hold down the <Ctrl> key to select multiple topics:
Selecting multiple topics for an article
 
The content in the ticket can then be associated with the various fields in an article. Select the field from the list on the left:
Map ticket components to article fields
 
In this example, the content will be copied to the ‘Problem’ field. Select 'Problem' from the 'Field' list in the above window. With the content from the ticket copied over, now enter content in the remaining fields to complete the article:
Completing the article form
 
Click on ‘Create’ to save and create a new article.
 

Images and files in articles

Images and files can be added to each article. The image and file will not be copied to a ticket when the article is applied it. To have the user view the image or access the file, link to the article directly.
 
Each article contains the following two custom fields:
 
Upload an image or file to an article
 
Click Choose File and upload an image or file. To upload more than one image or file you need to:
  • Browse and choose the file or image
  • click Create at the bottom of the Create Article screen
  • then you can browse and choose the next file or image

Turn on WYSIWYG editor

  • From the menu choose Logged in as youruserid/Settings/Preferences
  • Under the Ticket composition section, beside WYSIWYG message composer select Yes.
  • Click the Save Change button at the bottom of the screen.
  • This tool is useful for formatting text when replying or commenting. Click on the small arrow/triangle at the top of the edit window to display/hide the edit button.