Request Tracker (RT) Advanced Overview

For those who use RT internally.

Main Dashboard: RT at a glance

    This page consists of the following...

1. 10 highest priority tickets I own
2. 10 newest unowned tickets
3. Bookmarked Tickets - Bookmark important tickets to reference later
4. Quick ticket recreation  
5. My reminders - you can set yourself reminders
6. Quick search - a list of all the queues you have access to

Ticket Page

 This page consists of the following...

1. Top Navbar - 
   1. Display - Displays all relevant info for the ticket
   2. History - This is where all of the email/txt communication is kept
   3. Basics
   4. People - List of who the ticket owner is, the ticket requestor, and who else is CC'd
   5. Links
   6. Jumbo
   7. Reminders
   8. Recurrence
   9. Actions - From this page you can reply, comment, and resolve tickets 
       
2. Custom Fields - used to set the urgency and impact it has on the campus/software
3. More about the requestors - pulls information from the CU Org Chart
4. The Action Tab

Reply - Replies to everyone on the ticket (sends email out) Comment - Only ticket owners can see it (does not send email out) Forward - to pass the ticket to someone else Open It - If the ticket is "Resolved" you can reopen it Resolve - To close the ticket (will send an email to the requestor) Reject - To reject the request (will send an email to the requestor) Take - To assign an unonwed ticket to yourself Steal - To steal a ticket from another person Extract Article - Currently not used.

People Page

On this page you can set the requestors, CC's, Admin CC's, and owner of the ticket.