Using RT

How to Use Request Tracker

You will need an account before you can use RT. Ask your supervisor to create an account  and grant you access to WebRt.

  1. First Login to RT, using the links at the right side of the page. Click “WebRT” link in the Helpdesk Systems page.
  2. Make sure to check off
      Send authentication info to all scripts on this server.
  3. Once you login, RT will load all open requests that may need to be resolved.

The RT Queues are :

  • help: the main place for all request and miscellaneous ones.
  • sys-abuse: to report abuse by VCN users.
  • sys-admin: for serious technical issues that can’t be resolved by the Help Desk, like corrupt accounts, server isn’t working, account cancellation/deletion, etc.
  • Ignore the other queues as we don’t use them any more

  • Comment: Add a comment to the request
  • Reply: Compose an email to sent to requestor’s email
  • Take: Set the ownership of a request to your RT login
  • Resolve: Sets the status of the request to resolved. It will no longer show among the open requests in the queue, unless you re-open the it.

  • Serial Number: This link allows you to merge the request into another one.
  • Subject: Edit the subject of this request
  • Queue: Change the queue of this request
  • Requestors: Change the requestor’s email address
  • Email address link: Shows all the requests from this person, open or resolved
  • Owner: Change the owner of the request to another RT user. Only change this to your login if you will follow up the problem to the end. DO NOT set the owner to someone else, unless you have talked to them and they agree to take ownership of the problem.
  • Status: Set the status of the request, open or resolved (or dead for spam)
  • Ignore the other fields, we don’t use them

(edit below)

Go to ‘Search’ on the menu bar above. Hover over ‘Tickets’ and click ‘New Search’

Use the following filters for search RT for requests, obeying certain criteria you want, like a phone number in the subject or an email address of the requestor.