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Creating a Ticket

Creating a new ticket in RT involves both the 'New ticket in' button and/or the drop-down list right next to the button that contains a list of queues in which you may create a new ticket.  These items appear on all pages in RT.  If you want to create a new ticket in the queue that's shown by default in the drop-down (in the example below, the 'CC Call Log' queue), click the 'New ticket in' button.  To create a ticket in a different queue, click on the drop down box and then select the queue where you want to create the ticket.

RT at a glance

 Next, RT displays the 'Create a new ticket' page, an example of which appears below.

Creating a Ticket in RT

 

The following table contains a description of each of the fields shown above.

Field
Use
E-Mail Address List
Clicking the 'E-mail Address List' button opens a new window that contains a list of RT users and their e-mail addresses.  The e-mail addresses in this list are hyperlinked, so you can right-click on them, select copy, and then go back to RT, right-click in one of the fields that accepts e-mail addresses (Requestors, Admin Cc, and Cc), and click paste.
Status
By default, a ticket starts in the new state, but you can change it to another, if it is appropriate.  Below are the states available as well as a description of the use of each.
  • new - The ticket is new, and no one has started working on it.  If you're creating a ticket that you or someone else will work on at a future time, it's best to leave a new ticket in this state.  In the new state, the ticket is up for grabs.
  • open - Changing the ticket to the open state means that it is being worked on.  When someone adds a comment or a reply to a new ticket, the ticket's status is automatically changed to open.
  • stalled - The stalled status indicates that a ticket cannot be worked on for now, but it will open again when someone adds a comment or reply.
  • resolved - The ticket no longer requires attention.  (Note that tickets are never deleted from RT but resolved tickets do not show up in a search unless you specifically ask for them.)
  • rejected - Similar to resolved, the ticket is no longer active, but 'rejected' means that it was not considered an issue in the first place.
Owner
If you know who will be working on the ticket (i.e., you're assigning the ticket to a specific person), then select that person from the drop-down list.  If the ticket should remain "up for grabs," then leave the owner set to "Nobody in particular."
Requestors
The requestors field holds the e-mail address of the person or people who is/are making the request.  Since you're creating the ticket, RT assumes that you are the requestor.  However, if the person or people who is/are making the request differs, place the appropriate e-mail address(es) in this field.  If you enter more than one e-mail address, separate them with commas.
Cc
Admin CC
In the CC and Admin CC fields, you or others can place e-mail address of people who are interested in receiving e-mail notifications each time the content of the ticket is updated.  (The e-mail contains the text that was added to the ticket.)  If you enter more than one e-mail address, separate them with commas.

When updating a ticket, you'll have the option to notify either those on the Admin Cc list or both those on the Admin Cc list and those on the Cc list.  It's possible to send e-mail only to those on the Cc list, but doing so requires additional work on your part.  One way of thinking of the difference between these two lists is that the Admin Cc list is for the high priority people -- those who need to be kept up-to-date with every change to the ticket, and the Cc list is for those who may not have as much of an interest or those with whom you may not wish to share all details.  See Commenting on-, replying to-, or resolving a ticket for more information.
Subject
Place a concise description of the reason for creating the ticket in this field.  Keep in mind that RT's simple search uses the subject line to help you find tickets.  So a subject like "54 year old diabetic man with low serum cholesterol" will help you find what you're looking for much better than "Sick patient."
Attach file
If you have a file that would help you or others resolve the ticket, you can attach it to the ticket.  (You can also attach files at a later time.)  To attach a file, click the 'Browse...' button and select the file you want to attach.  To attach more than one file, click the 'Add More Files' button, which will add another blank 'Attach file' field that you can use to attach another file.
Describe the issue below
In this box, place all the details that will help the owner of the ticket resolve it.  If you need to format the text (e.g., bold, italic, etc.), click the small down arrow that appears immediately below the 'Describe the issue below' label to reveal the editing toolbar:

Request Tracker Editing Toolbar

If you've used OpenOffice or Microsoft Word, you should feel right at home with this editing toolbar.

After populating all the necessary fields, don't forget to click the Create button to save your work.

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