Create RT Instance

Create RT Instance

  1. Log in to the Request Tracker.
  2. If it is a phone call or drop in person, take down all the information listed at the Answering Calls page.
  3. Using the browser’s Find function, search the page for any previous RT request from the user. Try search by the last 4 digits of the user’s phone number within quotation or their VCN login.
  4. If they have a ticket #, enter it into the search bar in the top right corner.
search bar

You can also try searching for previous request from a person using RT search engine.

If the problem was resolved, then click ‘Edit Search’. Beside ‘status’ there will be a drop-down box, select ‘resolved’. Scroll down to the end of the page and click ‘Update format and Search’  

edit search
  1. If you find the problem has previously been logged into Request Tracker, click the Serial number (first column) to view the history and details. If there is an update in the status or more information, add it by clicking “Comment”. Any actions you take should be logged into this old request.
  2. If this is a new problem, click ‘new ticket’ which is around the upper right corner. Make sure that ‘help’ is the selected field.
  • Requestor: The user’s email here, otherwise leave it blank. If you have the full name of the person or group, do a user search to find their login id and enter full address.
  • Subject: Short subject description: e.g. “Email setup” “WIN95 can’t connect” “Registration question” “Password error”, and the user’s phone number, e.g. 604-123-7644. It provides an easy search criteria and helps reduce duplication of problems when logging from the voice mail program. If call is from a non-profit group, put “ORG” at the start of the subject.
  • Content field: Enter the user’s name, phone number and as much detail as possible about the problem.
entering requestor, subject and contents of new ticket
  1. Click the ‘Create button below the content box. An auto reply message is sent to the address in the Requestor field, advising the person of their unique serial (ticket #).