![]() ![]() ![]() Articles: clicking this takes you to Articles, RT's integrated knowledgebase.Reports: This allows you to quickly create reports on tickets Resolved by owner, Resolved in date range or Created in a date range.Search: clicking this brings you to the ticket search query builder page (see also Searching for tickets).You can even click this if you're on the home page, as an easy Refresh link. You can always get back to the home page by clicking Home in the upper left of the screen. Home: the home page: where you are now.Some of these options may not be displayed if you do not have the appropriate rights. Your current location in this tree will always be boldfaced. The options will expand into a menu tree as you select various tasks. Click the Go! button to select the displayed auto-refresh delay. Other options are refreshing the page every 2, 5, 10, 20, 60, and 120 minutes. Refresh: This pulldown menu, on the lower right side of the screen, lets you select whether the homepage is automatically refreshed or not.Dashboards: The Dashboards panel (see ManualDashboards) will contain a list of any Dashboards which have been created for the entire RT installation, your user group, or your personally created dashboards.They're in alphabetical order, and show tickets in each status based on the queue lifecycle. Queue List - This panel contains a list of all the queues you're permitted to access, logged in with the current user account.Click on the title of the reminder to follow it. My Reminders - If you have set a reminder for yourself in a ticket, you will see the title of the reminder and which ticket it belongs to.If you need to enter more information about a new ticket, including things like CCs, select a queue from the top submenu of the page, and click the "New Ticket In" button this will give you the complete New Ticket screen. Quick Ticket Creation: This panel lets you enter the bare minimum of information about a new ticket, to create one quickly when necessary.Tickets you've bookmarked in this way will be displayed in this panel. ![]() Bookmarked tickets: Here is a facility where you can bookmark any ticket while you're looking at it, no matter its queue or owner, by clicking on an empty star in the top right corner of the page.Each ticket has an associated Take link which you can use to assign the ownership of the ticket to yourself, and start working on it. 10 newest unowned tickets: Here you'll see the list of tickets which have been created, but not yet assigned to anyone, sorted with the newest ones at the top.Click any ticket's id or description to display its basic information page (see also the Tickets interface section of this chapter). Each ticket will display its id, subject, queue, and status from this page. 10 highest priority tickets I own: This section displays what you need to do. ![]() The main part of the page, called "RT at a Glance", will contain a collection of panels, each of which can be minimized, and some of which can also be edited. Clicking on these items takes you pretty much where you might expect it would.Īlso, note that your installation may have been customized by the administrator, and because of that, things may be in different places than we describe here. Move your mouse around things which are links will get an underline when you hover the mouse over them. NOTE: You'll find that many items are clickable hotlinks in the RT interface, such as ticket ids and queues, but the default interface configuration does not highlight these using the usual blue color or underline. you really need to think about upgrading. This manual is being updated to 4.4 we're going to snip out references to things that were markedly different in older - particularly pre-4.x - releases. If you see any unfamiliar terms in this chapter, look for them in the RT Concepts section of ManualIntroduction, or in RTGlossary. This can be configured using the query builder or a plain text input in advanced mode. The output format can also be configured. RT has a powerful interface to create queries using TicketSQL, a SQL-like syntax for searching tickets. Remember, though, that RT is very configurable if you're reading this to learn how to use a local installation at your site, remember that your administrator could have made changes that will make things look differently than they do here don't let it throw you. RT has a web interface that works in just about every web browser - including screen readers for the blind - and is easy to use. Prev: ManualBasicAdministration - Up: UserManual - Next: ManualAdministration ![]()
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