Request Tracker User Guide

Reminders

When you click on Reminders, the following page is displayed:

This page deals with a ticket's reminders. A reminder is basically a pseudo ticket (with it’s own ticket number) that is linked to a real ticket (much like a parent/child ticket is) with the purpose of displaying a comment (the actual subject of the reminder/pseudo-ticket) to remind someone (the owner of the reminder) to take an action/accomplish a task.
A reminder will display (if modified by choice) on the home page of the person who owns (the person that needs to be reminded) the reminder. It will also display on the ticket info page of the ticket the reminder is connected to (description, name of reminder owner, and due date/time).
To create a reminder, merely enter the subject (of the reminder/task), specify an owner (the person that you want to be reminded to do a task), and choose a completion date (a calendar will pop up).
There are two ways to remove a reminder. One is for the owner ( in this case Carole) of the reminder to go to the ticket the reminder is linked to (by clicking the link to the ticket the reminder is for, which is the subject of the reminder). This sends you to the ticket display screen. The other way is for the owner of the ticket (the reminder is for/linked to). At this point, either person may remove the reminder by checking the box next to the reminder. This will, in essence, resolve/remove the pseudo-ticket/reminder.


Tip: A reminder will not be removed/resolved automatically when the real ticket (the one the reminder is linked to) is resolved. Any and all reminders linked to a real ticket must be removed/resolved separately, preferably before the real ticket is resolved.

Dates
When you click on Dates, the following page is displayed:

From this page, you can adjust several dates relating to a ticket:

Starts	The date work should begin on a ticket (optional).
Started	The date work began on a ticket.
Last Contact	The date the last notification about the ticket was sent out.
Due	The target date for resolving the ticket.

To change any of these dates, simply click “choose a date” and a calendar will pop up. Pick the date you want and click the Save Changes button.

Display Dates
In addition to the dates shown above that you can change, there are other dates that are updated by RT as tickets are touched. All the RT default dates are displayed on the main ticket display page:

Created	The date the ticket was initially created.
Updated	The date of the last modification to the ticket.
Closed	The date the ticket was closed/resolved.

Links (Relationships)

When you click on Links, the following page is displayed:

You can add or delete links (relationships) here, or merge duplicate tickets. You CANNOT alter/modify/delete any reminders using this page.

Links in RT include Depends on, Depended on by, Parents, Children, Refers to, and Referred to by. If you are now confused, see the Concepts section of Chapter 1: Introduction.
To merge two identical, duplicate tickets, enter only one ticket number in the Merge into text box and click the Save Changes button. If someone tries to use the ticket ID of a ticket you've merged into another one, RT automatically redirect them to the correct, newly-merged ticket.
To add a link (Depends on, Depended on by, Parents, Children, Refers to, Referred to by), enter the ticket numbers into the appropriate fields, separating multiple entries with spaces, and click the Save Changes button
To delete a link, check the box next to the relationship and click the Save Changes button.
You should look at Parents/Children relationships like they are task/sub-task within the same queue. You should look at Depends on/Depended on by relationships the same way only they are related outside each other’s Queue.

Jumbo

This page shows editable versions of the Basics (including custom fields), Dates, People, Reminders, and Links screens on one page, plus Update Ticket fields for adding comments or replies.

The jumbo screen is especially useful if you must modify several aspects of a ticket at once.

Be sure to click the Save Changes button when you're done.

History
This page shows all correspondence and updates that have occurred on this ticket within RT, including comments, replies, and addition of attachments.