Learning RT - Revision history

Bkoenig at 17:29, 29 May 2014

2014-05-29T17:29:11Z

Psullivan: /* Looking at queues */

2012-08-09T16:13:08Z

Looking at queues

Psullivan at 01:16, 16 June 2012

2012-06-16T01:16:23Z

Psullivan: /* The ticket */

2012-06-16T00:48:25Z

The ticket

Psullivan: /* Advanced RT Functions */

2012-06-14T23:08:01Z

Advanced RT Functions

Psullivan: /* Advanced RT Functions */

2012-06-14T23:06:12Z

Advanced RT Functions

Psullivan at 23:04, 14 June 2012

2012-06-14T23:04:34Z

Psullivan: /* Claiming a ticket */

2012-06-05T19:11:32Z

Claiming a ticket

Psullivan at 19:03, 5 June 2012

2012-06-05T19:03:45Z

Psullivan: /* Creating a ticket */

2012-06-05T18:53:55Z

Creating a ticket

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	RT is used for a number of different purposes at FREE GEEK; see the page on [[RT]] for more information on that. Here, we'll discuss a few common functions that staff or volunteers might want to be familiar with.		RT is used for a number of different purposes at FREE GEEK; see the page on [[RT]] for more information on that. Here, we'll discuss a few common functions that staff or volunteers might want to be familiar with.

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 If you click on one of the queue headings on the right of your home page, you will see the list of all currently active tickets in that queue. Which queues appear in the list will depend on what you have been granted access to in the RT system. You will not be able to look at a queue or add to it unless you have permission to do so.
-The headings in that list can be clicked on to sort by that category, so if you wanted to see which tickets in a queue belonged to you, you could click on '''Owner''' to see that, or you could click on '''Last Updated''' to see what has been languishing for months without any update. You can see more information about a ticket by clicking on its title.
+The headings in that list can be clicked on to sort by that category, so if you wanted to see which tickets in a queue belonged to specific people, you could click on '''Owner''' to group all the currently displayed tickets by their assignee, or you could click on '''Last Updated''' to see what has been languishing for months without any update. You can see more information about a ticket by clicking on its title.
 ==Updating a ticket==

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 * Supplies - Requests for various supplies needed for day to day operation of Free Geek.
 * -yet more still coming-
 ==RT at a glance==

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 ==The ticket==
-Everything in RT is based on the ''ticket'', which can be thought of as a task. Every ticket will be in a ''queue'' - this shows what sort of thing it is, or what it relates to. The TechSupport queue holds technical support requests, the HardwareGrants queue holds grant requests, the Technocrats queue holds things the Technocrats need to do, and the staff subcommittee queues hold tickets relating to the things those committees need to get done.
+Everything in RT is based on the ''ticket'', which can be thought of as an individual task that needs doing or problem that needs to be addressed. Every ticket has several characteristics that will be useful and possibly change throughout the life of the ticket:
-There are many characteristics a ticket can have, including an ''owner'', a ''priority'', a ''due date'', and a ''status''. Depending on which queue the ticket is being created in there can be additional characteristics relevant to the queue's working group.
+* ''ID'' - Often referred to as the ''RT number'' or ''ticket number'', when advising someone that a ticket needs their attention this is the easiest way to do it. Entering an ID number into the Search field will immediately open that ticket.
-* The ''owner'' is the person responsible for the ticket. (See '''Claiming a ticket''', below.)
-* The ''priority'' is often used to determine how pressing the task is. If the priority of a ticket is over 50, the group should bring it up at their meeting.
+Every ticket also belongs to a specific ''queue'' which designates what sort of issue the ticket relates to. Commonly used queues include:
-* The ''due date'' can help with prioritizing as well, though some people never use it.
-* The ''status'' is important, because if it's not kept up to date, the todo list will never get any shorter. (See '''Closing a ticket''', below.)
+* TechSupport - Technical support requests.
 ==RT at a glance==

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 ==Advanced RT Functions==
 -RT and agendas
+ Forthcoming!
 -RT and meeting commitments
+ In development!
 -Getting grant info

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 If you want to test your search before saving it you can click the 'Update format and Search' button at the bottom-right of the page, then use the Edit Search to return to the Query Builder with all your selections still intact. When you're satisfied with the results your search generates, find the Saved searches panel on the right side of the page, provide a title for your search in the Description field, then hit Save. You can now add this search to your RT home page or recall this set of criteria by returning to the Query Builder and selecting it from the saved search drop-down. One thing to consider when setting up a saved search is that when the results appear on your home page they will be restricted to a certain number of tickets (you -can- set this number yourself), so you may want to check the sorting criteria and ensure the first results returned are the ones you're going to want quickest access to.
-==RT and agendas==
+==Advanced RT Functions==
-==RT and meeting commitments==
+RT and agendas
-==Getting grant info==
+RT and meeting commitments

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 ==Claiming a ticket==
-Near '''reply''' and '''comment'''
+If a ticket is currently unowned or has another owner, but you are able to address the issue, you can take ownership of the ticket yourself. If the ticket already has an owner, make sure they are not actively working on the issue before taking it from them.
 ==Closing (Resolving) a ticket==

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 On the ''Create a new ticket'' page you will have a number of fields and drop-downs to fill.
+*Requestors: Requestors are people who asking for the ticket to be acted upon and will be notified of replies to the ticket. You will be listed as a requestor by default, though this can be changed or additional requestors can be added, separated by commas.
 ==Looking at queues==

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 ==Creating a ticket==
 You can create a ticket from any page in RT by selecting the desired queue from the drop down next to the ''New ticket in'' button at the top right. If you have configured a default queue from your Preferences page you can also click on ''New ticket in'' itself to start a ticket in your default queue.
 ==Looking at queues==