Request Tracker
IT Help Desk Ticket System
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Contents
1.
Glossary of Terms
2.
Logging In
3.
RT at a Glance
4.
Creating a New Ticket
5.
Entering Ticket Information
6.
Ticket Display
7.
Adding Notes to a Ticket
8.
Assigning a Ticket
9.
Linking a Ticket
10.
Closing a Ticket
11.
Stalling a Ticket
12.
Searching for Tickets (Custom Searches)
13.
Bulk Updates
14.
Dashboard Customization
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Glossary of Terms
1.
Attachments - An attachment is a file added to the ticket.
2.
Body - The full detailed explanation of the ticket.
3.
Comments - Notes logged to a ticket that are intended to be read by fellow Users.
4.
Dates - The system automatically sets dates at the time of certain actions
a.
Created – The date the ticket was originally created
b.
Starts – The date when work should begin
c.
Due – The date which the ticket should be completed
d.
Started – The date that work actually started
e.
Last contacted – The date when the last notification was sent out
f.
Last Updated – The date of the last modification of the ticket
g.
Resolved – The date that the ticket was closed.
5.
Group - A collection of users. Groups can be arranged in any way.
6.
History - The details of what has happened on a ticket.
7.
Priority - The relative importance of a ticket. Priority is a combination of Impact and Urgency.
8.
Queue - A container for grouping tickets based on teams or functional areas
9.
Relationships - Multiple tickets can be associated with each other.
a.
Depends On - The ticket can’t be resolved unless another ticket is also resolved.
b.
Refers To - The ticket doesn’t need the other ticket, but it would be useful to look at it.
c.
Parent - A large, vague ticket.
d.
Child - A sub-task of a parent.
10.
Replies - Notes logged to a ticket that are also sent out to the Requestor.
11.
Status - The ticket’s current work state
a.
New – Just created and hasn’t been worked on yet
b.
Open – The ticket is being worked on
c.
Stalled – On hold
d.
Resolved – The work has been completed
e.
Rejected – The ticket is not going to be resolved
12.
Subject - A short summary of the ticket
13.
Ticket - The primary record of a request, incident, project, etc.
14.
User - A person who has the ability to log in and use the system
15.
Watchers - A watcher is someone associated with the ticket.
a.
Owner - The person responsible for the ticket and its resolution. There is a limit of one owner per ticket.
b.
Requestor - The person who the ticket was created for, who has an issue that needs to be resolved.
c.
CC - A person who gets copied on comments within the ticket.
d.
Admin CC - A person who gets copied on comments within the ticket, but also has the ability to work on
the ticket.
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Logging In
Visit
https://rt.ivytech.edu
from any web browser.
You will be prompted to enter your Username and Password, then click “Login.”
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RT at a Glance
After successfully logging in, you will see the home page with the title “RT at a glance.” This screen shows a quick view of
Request Tracker as it relates to you. Everything shown on this page can be customized by creating custom searches,
which is covered later in this document.
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Creating a New Ticket
You can create a ticket from anywhere in Request Tracker by clicking on the “New Ticket in” button in the top right
corner of any page, or by selecting the queue from the drop down list.
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Entering Ticket Information
After you have created a blank ticket you need to enter the appropriate information into every field. There is an option
at the bottom of this page to attach relevant files. Once you have filled in all the important information, click “Create.”
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Ticket Display
When viewing a ticket you have several sections, “The Basics,” “People,” “Dates,” etc. You can edit each section
individually by clicking on the section name along the top of the screen.
Each section contains essential information like the Ticket Number, Priority, Queue, Subject, Owner, Due Date, etc.
An important part of the Ticket Display is the audit trail. Each ticket update is recorded and displayed in this view.
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Adding Notes to a Ticket
Request Tracker allows two types of notes to be added to tickets: “Replies” and “Comments.”
Replies allow you to send notes directly to the Requestor. The Reply field will always be tinted pink to remind you that
the notes you’re about to write will be seen by the Requestor.
Comments are generally used for internal communication about a ticket, or information that shouldn’t be
communicated to the end user.
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Assigning a Ticket
Tickets can only be assigned to one person, the Ticket Owner. You can assign a ticket by clicking on the “People” button
on the Ticket Display. Then on the following page, select a new Owner from the drop down list, and select “Save
Changes” at the bottom of the page.
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Linking a Ticket
You can create a relationship with another ticket by clicking “Links” from the Ticket Display page. The system provides
several choices for relationships: Depends On/Depended On By, Parent/Child, and Refers To/Referred To By. Definitions
of each type of relationship can be found in the Glossary of Terms.
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Closing a Ticket
After you have completed all the work for a ticket, you can resolve the ticket by clicking “Close” from the Ticket Display
page. The next page allows you to add notes before closing the ticket. When you are ready to close the ticket, click
“Update Ticket” at the bottom of the page.
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Stalling a Ticket
You can also place a ticket on hold, instead of closing it. Changing the status to “Stalled” is performed on the same page
as closing a ticket. This should be done if the ticket isn’t being worked on right now due to circumstances beyond your
control, such as the Requestor is out on vacation or sick leave.
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Searching for Tickets (Custom Searches)
To start a new search, click “Tickets” then “New Search” from the menu. In the “Add Criteria” section you can identify
the fields you want to use in your search. Searches can be sorted by the fields you select and you can limit which
columns are displayed. Choose “Update format and Search” to perform the search.
Example 1: Selecting “Status Isn’t Resolved” and “Owner is (your name)” will show you all of your tickets that are new,
open, pending, etc.
Example 2: Selecting “Status Is Resolved” and “Owner is (your name)” and “Created After 2013-01-01” will show you all
of the tickets you closed to date this year.
Save searches by clicking the Save button if you want to use them again, or add them to custom dashboards.
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Bulk Updates
From the search results screen, click “Bulk Update” to perform the same operation on all the tickets at the same time.
On the next page, you can choose to update the Owner, Status, Priority, etc. on all the tickets. For example, you might
need to close multiple tickets at the same time.
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Dashboard Customization
Create a new dashboard by clicking “Home” then “New Dashboard.” Give it a name and select the “My dashboards”
privacy level, then click “Create” to go to the next step.
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The next page that will display is the Content page. You can modify your dashboard at any time by coming back to this
page. Here you can specify what you want to see on your new custom dashboard. You can choose to add content to the
Body or Sidebar, which corresponds to the left or right side of the screen.
Any of the Custom Searches you saved will be available to add to the dashboard. Highlight the item(s) you want and click
the right arrow to add them to the dashboard. You can arrange the layout of your dashboard by moving items with the
up and down arrows.
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