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Exploring RT's Home Page

RT's home page, referred to as 'RT at a glance' is packed with useful information, and you can go to it from any place inside of RT by clicking on the Home link, which is located at the top left of every page in RT.  Following the snapshot of RT's home page is a description of each of the important pieces.

RT home page

 

Feature Description
Navigation Menu
The navigation menu appears at the top left of all RT pages.  It allows you to jump quickly to another section of RT.  The selections available in this menu will vary as you move through RT, however, it will always contain at least the ones shown above.
  • Home - This link will take you to RT's home page from any place within RT.
  • Simple Search - This link will take you to RT's simple search screen.
  • Tickets - This link allows you to build a complex search to find tickets in RT.
  • Tools - RTs tools are not described in this tutorial.
  • Approval - RT's approvals are not described in this tutorial.
'E-mail Address List' button
This button was added to RT by Alan O'Neill to simplify the creation and updating of tickets.  RT uses e-mail addresses extensively, and although we usually  know the names of our coworkers, remembering their e-mail addresses is not always as simple.  Clicking this button opens a new window that contains the names and e-mail addresses of all active RT users.  The e-mail addresses are hyperlinked, so you can right-click on the address, select "copy e-mail address," and then passfor  it into the appropriate RT field (e.g., CC, Admin Cc, Requestor).
'Logout' link
This link allows you to log out of RT, and it appears at the top right of every page in RT.  For security reasons, it's important to log out of RT when you are finished using it.  Also, never share your RT password with anyone else.
'New ticket in' button
Next to the 'New ticket in' button is a drop-down list of queues in which you are permitted to create tickets.  To create a new ticket in the queue that is shown by default (e.g., CC Call Log in the snapshot above), click the 'New ticket in' button.  To create a new ticket in a different queue, click the drop-down list of queues, and select the desired queue.  (Note:  This second approach does not require you to click the 'New ticket in' button.  Once you select the queue, you are automatically taken to the ticket creation screen.)
Search...
The search box at the top right of every page allows you to conduct a simple search for tickets in RT.  After you type one or more words in the box, press Enter and RT will search for tickets that have a subject that contains that/those word(s).  This search is not case sensitive, and the words do not have to occur in the same order as you type them.  For example, if you search for "hello world," tickets with subjects of "hello there world," "THE WORLD SAYS HELLO," "Many Hellos from the World," etc. will show up in the result list.

10 highest priority tickets I own

All tickets in RT have an owner, even if the owner is "Nobody."  Additionally, the ownership of a ticket can be changed.  This box lists the 10 highest priority tickets that are owned by you -- the ones you are expected to work on.

10 newest unowned tickets

Before it has been decided who should be working on a ticket, the ticket is owned by "Nobody."  This box lists the 10 newest tickets that have yet to be assigned to someone.
Quick search The quick search box is extremely useful.  Here is a description of the contents of the four columns.
  1. A list of the queues to which you have access
  2. The count of new tickets that have been created but no one has started to work on
  3. The count of tickets that people are currently working on (i.e., they are not yet complete)
  4. The count of tickets that have not been addressed in a while - Since the feature that is responsible for determining this status is not currently turned on in RT, this column will always display 0.

You can click on any of the values in any of the columns to see the related tickets.  For example, to see the open tickets in the CC Call Log queue, click on the number in the 'Open' column in the row for the 'CC Call Log' queue.

Refresh The refresh feature allows you to tell RT to refresh the home page every 2, 5, 10, 20, 60, or 120 minutes.  This feature is useful if you're keeping an eye on RT to address new issues as they are being entered into the system.  For example, let's say that your screen shows that there are no new tickets in the CC Call Log queue, but a minute ago, your colleague created one in that queue.  If you have RT at a glance setup to refresh every 2 minutes, then within the next two minutes, you will see the number of new tickets in the CC Call Log queue increase automatically to 1 -- you will not need to refresh the screen yourself to find out.

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