Request Tracker (RT) - ”ticketing tool”

If you no longer have your access data for the Request Tracker (RT), send a short email to:

rrz.serviceline"AT"uni-hamburg.de

Sometimes you receive the following error when searching for a ticket

or loading a dashboard takes an unusually long time. This can be caused by an incorrectly configured search. How to trace the problem:

Look under Search --> Tickets -->New search:

Load the desired search in the Saved search queriesarea:

In this example under Own tickets:

To display the source code of the source, select Advanced

You can now see the criteria for your search at the top. It is important to check the format of the Search:

If rt appears in the address at this point in your search, you can:

1. Build a new search that delivers the desired results.

or

2. Correct the existing search:

To do this, replace the term rt with __WebPath__ (including the 2 underscores before and the 2 underscores after). The rest of the line(s) can remain as they are.

Save changes by clicking on Apply.

Remember to Save as new or Updateyour search in the overview.

The RT processes emails up to 20 MB max.

Be aware that the attached files may get up to 20% larger due to recoding for email delivery.

There is a new custom field between the metadata and the ticket content.

Brief information can be stored here for processing, so that information does not have to be collected repeatedly by everyone involved. This is to help process longer tickets.

The custom field is not revision-proof and does not save old content.

To attach file(s) to a ticket, you can now simply drag them onto the field below the communications field.

In the Settings -> Preferences -> “Create ticket” you can now select

“Place signature above the quote”

so that the email signature stored in the RT is inserted directly below your own communication rather than at the bottom of the email.

“User-defined fields” are active in many queues, although they appear empty sometimes.

Click on “Hide unspecified fields” at the top right of the ticket to get a more compact block metadata format.

Make this a standard ticket view setting under:

Settings -> Preferences -> “Ticket display” -> “Hide unspecified fields?” -> Yes

The most recent search results are displayed in the menu under Search -> Tickets -> “Last viewed” to enable users to reaccess them quickly. In a browser, this would be referred to as “History.”

Configure via Settings -> Preferences -> Ticket display -> “Show history next to metadata.”

If activated in the ticket view option, the metadata fields are then displayed in the left-hand column and the ticket communication in the right-hand column. This is particularly helpful if using a wide screen.

The default is “switched off” so the metadata is displayed above the ticket communication.

Brief info

The current version of the Request Tracker allows users to lock individual tickets for processing. Other team members are then shown that the ticket is already being processed by another user. However, this is only a recommendation; processing of the ticket by others is not technically prevented.

The locked ticket says:

A message pops up for the other users as soon as they open the ticket:

Automatic lock

The lock comes into effect automatically as soon as someone clicks on Reply or Comment in the ticket. Once the comment or reply has been sent off, the ticket is automatically unlocked again.

After 15 minutes, the ticket will be automatically unlocked anyway to ensure no ticket remains unprocessed just because the browser has been closed.

Manual lock

The Menu can be used to lock a ticket Manually by selecting the entry Lock.

The ticket will also be unlocked by default after 15 minutes.

You can unlock the ticket manually via the menu item Unlock.

Brief info

The current version of the Request Tracker allows you to integrate existing file attachments from a ticket directly into subsequent ticket communication. You do not have to download, save, and then upload attachments back to the RT in order to forward it as a comment, for example.

The files are listed in the attachments field in the ticket itself:

If you now click on Reply, the usual window opens:

All attached files of the ticket are listed in the new field “Include existing attachment.”

The marked file can thus be attached to an outgoing email simply by selection.