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Managing Request Tracker (RT) Tickets via Email

Request Tracker (RT) has a split personality. Technical staff view it as a web application to manage help requests. Clients view it as an email application, because they send help requests in email messages and receive help replies by email. Since RT is both an email and web application, technical staff can choose to manage requests through email. This document offers a brief introduction to the practice.

Description

Technical staff can manage tickets with command lines in email messages. A command line can change the "status", "queue", or "owner" of a ticket. Command lines apply solely to tickets, specifically ticket "metadata" [1]. They cannot change application-wide objects like queues, users, or groups.

Command lines are typed at the start of the message. A line can hold only one command, and it cannot wrap into multiple lines. Commands like "status" and "queue" can be used meaningfully only once in a message.

Below are examples of command lines in messages. For a full list of command lines and details of their workings, visit the documentation for CommandByMail [2].

Example 1: Message with command line to change the status of ticket #28062.

Date: Fri Jan 26 16:10:31 EST 2018
Subject: [HelpDesk-Queue #28062] Create AD account

Status: stalled
...

Example 2: Message with command line to move ticket #28062 to another queue.

Date: Fri Jan 26 16:10:41 EST 2018
Subject: [HelpDesk-Queue #28062] Create AD account

Queue: Infrastructure-Queue
...

Example 3: Message with command line to change ownership of ticket #28062.

Date: Fri Jan 26 16:10:51 EST 2018
Subject: [Infrastructure-Queue #28062] Create AD account

Owner: jdoe@wisc.edu 
...

References

  1. [1] Request Tracker (RT) ticket metadata documentation
  2. [2] CommandByMail documentation
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Keywords:issue request ticket email managing tracking   Doc ID:79697
Owner:Chris D.Group:School of Education
Created:2018-01-26 16:53 CDTUpdated:2018-02-28 12:03 CDT
Sites:School of Education
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