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Finding a Ticket

Quick Search

The simplest way to search for a ticket in RT is to enter a few key words or the ticket number itself into the search box located at the top right of every page in RT and press Enter.

RT Simple Search

Keep the following rules in mind when using this search feature.

  • The search is done only on tickets that are active (i.e., have a status of new, open, or stalled) unless a keyword contains a status, for example "resolved" or "open stalled."  So if you want to find all resolved tickets with the word "magnesium" in the subject, search for "magnesium resolved."  Similarly, if you want to see all resolved or open new tickets with the word "sodium" in the subject, search for "sodium new resolved."  The idea is that when you include one or more of the statuses, tickets that do not have one of the statuses listed will be excluded from the search.
  • You can use the ticket ID number to jump right to the ticket.  For example, to go directly to ticket #10, enter "10" in the search box and press Enter.
  • You can enter an e-mail address (e.g., afuezer1@jhmi.edu) to search by requestor.
  • You can enter the user ID (e.g., afuezer1) to search by owner.
  • You can use queue name to search tickets in that queue, but only if queue name has no spaces.
  • You can prefix a word with "fulltext:" to search in content of tickets.  Don't overuse this feature as full text search without indexing can be very slow.
  • Everything else is searched in the subject of tickets.

If you enter the number of a ticket, RT will take you directly to that ticket.  If you enter one or more key words, RT will search the subject line of all unresolved tickets and produce a list from which to search.  (Note that all key words you enter must be found in the subject of the ticket for it to be considered a match for your search.)

You can click on any of the tickets in the to go directly to it.  If you do not see your ticket, you may want to try to search again with a different set of key words.

Simple Search

You can also use RT's 'Simple Search' feature, the link to which is in the navigation menu located on the top left of all RT pages.

RT Simple Search in Navigation Menu

RT's simple search provides the following instructions.

Search for tickets. Enter id numbers, queues by name, Owners by username and Requestors by email address.

Searching the full text of every ticket can take a long time, but if you need to do it, you can search for any word in full ticket history for any word by typing fulltext:word.

RT will look for anything else you enter in ticket subjects.

By "searching for full text," RT means that the entire content of the ticket will be searched.  The full text search is case sensitive.

Advanced Search

RT also includes an advanced search feature.  Explaining how to use it is beyond the scope of this tutorial, but if you are a little familiar with SQL, you can take the following steps to get to the advanced search page.

  1. Use the Quick Search feature to search for something other than a ticket number.  (Searching for a ticket number will take you directly to the ticket, which bypasses the advanced search feature.)
  2. When the list of matches appears, click the 'Edit Search' link, which is located at the top of the page.  A search page similar to the one show below will appears.
  3. Update the search criteria as desired, and execute the search.
RT Advanced Search

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