Both agents and end-users access the web interface for RT here: http://rt.clarkson.edu. Users are authenticated using the Central Authentication Service (CAS).
Privileges within RT are granted based on the username, with all users defaulting to an end-user role. Any user requiring additional privileges (ie. to work tickets or to manage requests) will need to have their account placed into an appropriate role. Initial privilege assignment will be performed in advance for OIT Staff.
Immediately after logging in, you'll be looking at the Home Page. The Home Page has four main areas: the left navigation bar, the top navigation bar, the center column and the right column.
NOTE: You'll find that many items are clickable hotlinks in the RT interface, such as ticket numbers and queues, but the default interface configuration does not highlight these using the usual blue color or underline. Move your mouse around; things that are links will get an underline when you hover the mouse over them.
- 10 highest priority tickets I own: This section displays what you need to do. Each ticket will display its number, subject, queue, and status from this page. Click any ticket's number or description to display its basic information page (see also the Tickets interface section of this chapter).
- 10 newest unowned tickets: Here you'll see the list of tickets which have been created, but not yet assigned to anyone, sorted with the newest ones at the top. Each ticket has an associated Take link which you can use to assign the ownership of the ticket to yourself, and start working on it.
- Bookmarked tickets: This is a facility where you can bookmark any ticket while you're looking at it, no matter its queue or owner, by clicking on an empty star (like the Firefox/Chrome bookmark star) in the top right corner of the page. Tickets you've bookmarked in this way will be displayed in this panel.
- Quick Ticket Creation: This panel lets you enter the bare minimum of information about a new ticket, to create one quickly when necessary. If you need to enter more information about a new ticket, including things like CCs, select a queue from the top 'eyebrow' bar of the page, and click the "New Ticket In" button; this will give you the complete New Ticket screen.
- Reminder - This space will show any reminders that you've configured for yourself.
- Quick search: This panel contains a list of all the queues you're permitted to access. They're in alphabetical order, and show the number of New, Open and Stalled tickets.
- Dashboards: The Dashboards panel will contain a list of any Dashboards which have been created for the entire RT installation, your user group, or your personally created dashboards.
- Refresh: This pull down menu, on the lower right side of the screen, lets you select whether the homepage is automatically refreshed or not. The default is no. Other options are refreshing the page every 2, 5, 10, 20, 60, and 120 minutes. Click the Go! button to select the displayed auto-refresh delay.
Top Navigation Bar
- New ticket in: Use this to quickly start creating a ticket (for more detail, see the Creating a new ticket section in this chapter). Choose a queue from the drop-down menu and click the "New ticket in:" button to begin.
- Search: type a search term in the text box and click the Search button to find tickets. This box can do some magic, for example you can type in a ticket number, and jump directly to that ticket. .
- Preferences: click this link to edit your personal information on RT. On a basic level, this is information such as email address, name, password, phone numbers, location, and signature. This link will not appear if you have not been granted the ModifySelf right.
- Logout: click this to log out of RT.
Left Navigation Bar
- Home: the home page: where you are now. You can always get back to the home page by clicking Home in the upper left of the screen. You can even click this if you're on the home page, as an easy Refresh link.
- Tickets: clicking this brings you to the ticket search page (see also the 'Common tasks: Searching' section of this chapter).
- Tools: the Tools menu lets you configure RT for your personal tastes.
- Approval: sometimes, a ticket may require the approval of someone in your organization before it can be resolved. This section shows the status (pending, approved, denied) of approval requests.