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Getting Started with RT

Request Tracker (RT) is a ticket tracking application often used to manage requests for help.

Logging On

Visit "https://support.wcer.wisc.edu" to open the RT logon page. Enter your Windows AD credentials when prompted.

RT Home Page

The RT home page holds menus and lists to manage tickets. The body lists ticket queues (i.e., containers to organize tickets), unowned tickets, tickets you own, and tickets you have resolved. Initially these lists are likely empty. At the top of the page is a bar with a "New ticket in" button beside a list of queues and a search field. Use these to make a new ticket and to search for tickets respectively.

Making a Ticket

In the upper right corner of the RT home page, choose a queue from the list and click the "New ticket in" button to open a blank ticket form. The most important form fields are the subject and message (AKA "Describe the issue below") fields. There may also be fields marked "Mandatory" in the "Custom Fields" area. Complete the form with issue details and click the "Create" button to finish. Depending on queue settings, making a ticket could trigger an autoreply to "watchers" like the requestor (i.e., you) and to people responsible for the queue.

Displaying Ticket Information

After creating a ticket, its information page will appear. It's divided into areas like people, dates, and history. Note that the "History" resembles a message thread in an email client. Each correspondence has a header, message body, and controls to "Reply", "Comment", or "Forward" the correspondence.

Replying to a Ticket

Replies are sent to requestors usually to assure them that their request is being addressed and to work on resolving the issue. RT sends replies as email messages to requestors and other "watchers" listed in the "People" section of the ticket information. Open a ticket information page by clicking on the "Subject" of a ticket listed in the RT home page. Scroll down to the "History" section, find a message to which you want to respond, and click the "Reply" button. Type a message, and click the "Update Ticket" button to email the reply.

Logging Out

Choose "Logged in as... > Logout" from the menu bar at the top of the page. This closes the RT home page and returns to the RT logon page.

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Keywords:RT ticket logon   Doc ID:103753
Owner:Chris D.Group:School of Education
Created:2020-07-08 11:09 CSTUpdated:2020-07-08 11:20 CST
Sites:School of Education
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