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You are here: Home / Request Tracker / Request Tracker 3.8 / Commenting on-, Replying to-, or Resolving a Ticket

Commenting on-, Replying to-, or Resolving a Ticket

Of course, the purpose of creating a ticket in RT is to keep a record of work that needs to be done and work that has been done for a particular issue.  (Resolved tickets are also useful as a knowledge base when problems repeat themselves.)  When some work has been performed and it's time to update the ticket with your progress, find the ticket you want to update and then select the appropriate action(s).  On the top right of the image below, you can see some options that are available for updating a ticket.

RT Available Actions

The table below explains the purpose of all the available options.  It also lists who receives e-mail, how the status of the ticket is changed, and who is assigned ownership of the ticket when you take each of the options.

Option
Purpose
E-mail
Status
Owner
Open
The open option appears when a ticket has a status of 'new', which is generally true for brand new tickets that no one is working on yet.  A status of 'new' indicates that the ticket is up for grabs, ready for someone to work on it.  When you click the 'Open' link, you change the status of the ticket to 'open', which means that the ticket is now being worked on.  Once the status is changed to 'open', this option no longer appears.

Note that if you intend to work on a ticket, you should not only open it, but also take it (see below).
No e-mail is sent.
The status of the ticket is changed to 'open'.
The owner of the ticket is not changed.
Take
The 'Take' option appears when the owner of the ticket is 'Nobody in particular'.  When you click this option, RT changes the owner of the ticket to you.  Owning a ticket with a status of 'open' is an indication to others who are using RT that this ticket is no longer up for grabs and that you are actively working on it.  This way, when someone else sees the ticket, they won't unwittingly repeat the work you're doing.
No e-mail is sent. The status is not changed.
The owner is changed to you.
Steal
The 'Steal' option appears when the ticket is owned by someone else.  Clicking this option allows you to change the ownership of the ticket to yourself (e.g., you pick up where the last person left off).  It's always a good idea to make sure the owner of the ticket is accurate.
No e-mail is sent. The status is not changed. The owner is changed to you.
Comment
Allows you to add information or attachments to the ticket.
An e-mail containing your updates is sent to the e-mail addresses on the Admin Cc list but not to those on the Cc list.
The status is not changed. The owner is not changed.
Reply
Allows you to add information or attachments to the ticket. An e-mail containing your updates is sent to the e-mail addresses on both the Admin Cc list and the Cc list. The status is not changed. The owner is not changed.
Resolve
Allows you to add information or attachments to the ticket. An e-mail containing your updates is sent to the e-mail addresses on both the Admin Cc list and the Cc list. The status of the ticket is changed to 'resolved'.
The owner is not changed.

Note:  Adding information to a ticket works the same way as when you created the ticket in the first place.

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