Getting to know RT Andy Clews, Client Services Group, ITS First things first - PowerPoint PPT Presentation

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Getting to know RT Andy Clews, Client Services Group, ITS First things first

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Minimise everything for now. Introduction. RT = Request Tracker' Brief tour of RT and its main features. Overview of Queues and Tickets ... – PowerPoint PPT presentation

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Title: Getting to know RT Andy Clews, Client Services Group, ITS First things first


1
Getting to know RTAndy Clews, Client Services
Group, ITSFirst things first
  • Login as yourself on a PC
  • Login to your email (Mulberry?)
  • Start a web browser
  • Minimise everything for now

2
Introduction
  • RT Request Tracker
  • Brief tour of RT and its main features
  • Overview of Queues and Tickets
  • Changing the details and status of a Ticket
  • Transferring requests from email to RT
  • Ticket searching
  • Questions and discussion

3
RT Tickets and Queues
  • Tickets- Fundamental RT unit of reference-
    Individual jobs that need doing- Numbered
    uniquely and sequentially- Normally one
    issue/problem per ticket
  • Queues- Central to the administration of RT-
    Named according to purpose- Access restricted to
    groups of co-workers

4
Typical RT home page
In your browser https//rt.sussex.ac.uk/
(login as yourself)
5
RT People
  • Watcher(s)- Persons who get email alerts of new
    tickets
  • Requestor(s)- Persons who make the requests or
    cause a ticket to be created
  • Owner- One person who takes charge of a ticket
  • Cc(s)- Persons who get copies of any replies
    sent to the Requestor
  • AdminCc(s)- As for Cc(s), but also get copies of
    any comments made in the ticket

6
How tickets are created
  • Via email to an RT queues email
    address RT-queuename_at_sussex.ac.uke.g. RT-its-s
    cience_at_sussex.ac.uk
  • Indirectly via an online request form that emails
    the request for you
  • Via the RT home page New ticket in (only
    available to those who can access RT directly)

7
Viewing a ticket
  • Just click on the tickets title or number in a
    list
  • Opens the ticket, from where you can make
    changes, reply or commentDemo

8
Ticket status
  • New- The ticket is newly created and untouched
  • Open- The ticket is being worked on
  • Stalled- Open but cant be worked on for now
  • Resolved- Work completed
  • Also Rejected and Deleted tickets.

9
Taking ownership of a ticket
  • Take- Takes ownership of a ticket if it isnt
    already owned (owner Nobody)
  • Steal- Takes ownership of a ticket that is
    already owned by someone else.NB consult the
    owner before stealing!
  • You can assign ownership to someone else if you
    are the owner (or its owned by Nobody)

10
Resolving a ticket
  • Various means
  • Click the Resolve link in main ticket page, or
  • Change status to Resolved after doing a Reply or
    Comment, or
  • Change status to Resolved in the tickets Basics
    pageREMEMBER to click the Update Ticket or Save
    Changes button!

11
Changing a tickets details(demonstration)
12
Communication via RT
  • Comment- A message added to a ticket for the
    attention of the tickets workers only
  • Reply- A message added to a ticket that will be
    emailed to the Requestor
  • You can add temporary Ccs and Bccs to comments
    and replies, as in email
  • TIP Dont add comments that you wouldnt want
    the Requestor to see!
  • Controlled by scrips (not scripts)

13
Redirecting email to an RT queue
  • Use when- email comes directly from original
    requestorand- contains a single request
  • Redirecting/bouncing (not forwarding!) causes the
    original sender to be the requestor in the new RT
    ticket(demo in next slide)

14
Redirecting exercise
  • Email each other a dummy request to be added to
    the RT queue.Subject DUMMY etc
  • Use Mulberry (or whatever) to bounce or
    redirect one of your dummy requests to your RT
    queue
  • Have a look for it on the RT home page
  • Open the ticket and play take ownership add
    comments resolve

15
Pasting an email into a new ticket
  • Use when- email is not directly from
    requestoror- email contains more than one
    request
  • Copy text from email as appropriate
  • Go to RT home page
  • Select appropriate queue at top right
  • Click New Ticket In button
  • Enter (paste?) requestors email address
  • Enter or paste Subject line text
  • Paste request text into ticket text window
  • Click the Create button
  • NB Local (Sussex etc) email addresses only

16
Pasting (contd.)
  • Go back to the RT home page
  • Look for your new ticket
  • Open the ticket and play

17
Ticket searching
  • 1 3 Simple searching
  • 2 Query building
  • Search using almost any criteria
  • You can modify a previous search or start a new
    one
  • You can save commonly-used custom searches

18
A word about date/time searching
  • Many date/time expressions can be used here

19
Date/time expressions
  • Dates such as5/11/08, 5/11/2008, 5/11, 5 nov, 5
    november, nov 5, november 5th, nov 5th, 5 nov
    2008 etc.
  • Day references such astoday, yesterday, last
    week, last month, last monday, 7 days ago, 2
    weeks ago etc.(NOTE e.g. yesterday means from
    this time yesterday)
  • Time references such asnoon, midnight, 10 hours,
    30 minutes ago etc.

20
Demonstration of ticket searching
21
Further information
  • Onlinehttp//wiki.bestpractical.com
  • OReilly bookRT Essentials see
    www.oreilly.com

22
QuestionsandDiscussion
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