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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 jump 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 below is a description of each of the important elements on the page.

RT at a glance

 

 

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.
  • Tickets:
    • Simple Search - This link will take you to RT's simple search screen.
    • New Search - This link allows you to build a complex search to find tickets in RT.
  • Tools - RTs tools are not described in this tutorial.
  • Logged in as:
    • Logout - Click here to log out of RT.
'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., "Data Request" 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.  Placing certain "special" words in this field will affect other aspects of RT's search.  For example, normally RT does not include resolved tickets in the search results, but if you enter "resolved" as one of the words in this search field, RT will include resolved tickets.  For example, entering "hello resolved" will cause RT to search for tickets that have the word "hello" in the subject and have a status of "resolved".

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 and have not been resolved -- the ones you are expected to work on.  For a complete list of tickets owned by you, click on the "10 highest priority tickets I own" link itself.

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.  For a complete list of unowned tickets, click on the "10 newest unowned tickets" link itself.
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 Data Request queue, click on the number in the 'Open' column in the row for the 'Data Request' queue.

Refresh The refresh feature allows you to tell RT to refresh the page you are viewing every 2, 5, 10, 20, 60, or 120 minutes.  This feature is useful if you're keeping an eye on RT to address new requests 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 Data Request queue, but a minute ago, your colleague created one in that queue.  If you have the 'RT at a glance' page setup to refresh every 2 minutes, then within the next two minutes, you will see the number of new tickets in the Data Request queue increase automatically by 1 -- you will not need to refresh the screen yourself to find out.

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