ManualUsingWebInterface - Revision history

Maureen at 20:50, 28 March 2019

2019-03-28T20:50:37Z

← Older revision		Revision as of 16:50, 28 March 2019
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	Prev: [[ManualBasicAdministration]] --- Up: [[UserManual]] --- Next: [[ManualAdministration]]		Prev: [[ManualBasicAdministration]] --- Up: [[UserManual]] --- Next: [[ManualAdministration]]
	[[Category:RT User Manual]]		[[Category:RT User Manual]]
			[[Category:RT44]]

Jbrandt at 20:37, 28 March 2019

2019-03-28T20:37:12Z

← Older revision		Revision as of 16:37, 28 March 2019
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	Type your username in the Username text box, type your password in the Password text box, and then click the Login button, or hit ENTER.		Type your username in the Username text box, type your password in the Password text box, and then click the Login button, or hit ENTER.

	= Home Page =		= RT at a Glance (Home Page) =

	Immediately after logging in, you'll be looking at the home page, RT at a Glance.		Immediately after logging in, you'll be looking at the home page, RT at a Glance.
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	Also, note that your installation may have been customized by the administrator, and because of that, things may be in different places than we describe here.		Also, note that your installation may have been customized by the administrator, and because of that, things may be in different places than we describe here.

	~~= RT AT A GLANCE =~~		The main part of the page, called "RT at a Glance", will contain a collection of panels, each of which can be minimized, and some of which can also be edited.

	~~Let's start with the center section of the page on the white background. This~~ main part of the page, called "RT at a Glance", will contain a collection of panels, each of which can be minimized, and some of which can also be edited.

	By default, these are:		By default, these are:
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	== In the right column ==		== In the right column ==

	* My Reminders - If you have set a reminder for yourself in a ticket~~. You~~ will see the title of the reminder and which ticket it belongs to. Click on the ~~Title~~ of the reminder to follow it.		* My Reminders - If you have set a reminder for yourself in a ticket, you will see the title of the reminder and which ticket it belongs to. Click on the title of the reminder to follow it.
	* Queue List - This panel contains a list of all the queues you're permitted to access, logged in as the user ~~you are~~. They're in alphabetical order, and show the ~~number of New, Open and Stalled tickets~~.		* Queue List - This panel contains a list of all the queues you're permitted to access, logged in with the current user account. They're in alphabetical order, and show tickets in each status based on the queue lifecycle.
	* Dashboards: The Dashboards panel (see [[ManualDashboards]]) will contain a list of any Dashboards which have been created for the entire RT installation, your user group, or your personally created dashboards.		* Dashboards: The Dashboards panel (see [[ManualDashboards]]) will contain a list of any Dashboards which have been created for the entire RT installation, your user group, or your personally created dashboards.
	* Refresh: This pulldown menu, on the lower right side of the screen, lets you select whether the homepage is automatically refreshed or not. The default is no. Other options are refreshing the page every 2, 5, 10, 20, 60, and 120 minutes. Click the Go! button to select the displayed auto-refresh delay.		* Refresh: This pulldown menu, on the lower right side of the screen, lets you select whether the homepage is automatically refreshed or not. The default is no. Other options are refreshing the page every 2, 5, 10, 20, 60, and 120 minutes. Click the Go! button to select the displayed auto-refresh delay.
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	* Tools: The options here allow you to view your daily progress, check your reminder and view any approvals you may need		* Tools: The options here allow you to view your daily progress, check your reminder and view any approvals you may need
	* Admin: This link takes administrators to the section of RT where they can configure users, queues and scrips, and make global setup changes to the installation.		* Admin: This link takes administrators to the section of RT where they can configure users, queues and scrips, and make global setup changes to the installation.
	* Logged in as: This menu lets you configure RT for your personal tastes. You can also log out of RT here		* Logged in as: This menu lets you configure RT for your personal tastes. You can also log out of RT here.

	== Top submenu ==		== Top submenu ==

	* New ticket in: Use this to quickly start creating a ticket (for more detail, see [[ManualUsingWebInterface#Creating_a_new_ticket\|Creating a new ticket]]). Choose a queue from the drop-down menu and click the "New ticket in:" button to begin.		* New ticket in: Use this to quickly start creating a ticket (for more detail, see [[ManualUsingWebInterface#Creating_a_new_ticket\|Creating a new ticket]]). Choose a queue from the drop-down menu and click the "New ticket in:" button to begin.
	* Search: ~~type~~ a search term in the text box and click the Search button to find tickets. This box can do some magic, for example you can type in a ticket id, and jump directly to that ticket. Check out [[ManualSimpleSearch]] for more on the magic and [[ManualSearchTickets]] for more ways to search tickets.		* Search: Type a search term in the text box and click the Search button to find tickets. This box can do some magic, for example you can type in a ticket id, and jump directly to that ticket. Check out [[ManualSimpleSearch]] for more on the magic and [[ManualSearchTickets]] for more ways to search tickets.

	= Tickets interface =		= Tickets interface =

Maureen at 15:35, 20 March 2019

2019-03-20T15:35:09Z

← Older revision		Revision as of 11:35, 20 March 2019
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	You can leave yourself logged into RT without breaking anything, but logging out is a good habit to get into for security purposes. Logging out is standard:		You can leave yourself logged into RT without breaking anything, but logging out is a good habit to get into for security purposes. Logging out is standard:

	* click Logout in the ~~upper right hand corner of the page.~~		* click Logged in as -> Logout in the top navigation bar

	Some RT configurations don't have a Logout button, so don't panic if you don't see one.		Some RT configurations don't have a Logout button, so don't panic if you don't see one.

Maureen at 15:32, 20 March 2019

2019-03-20T15:32:34Z

← Older revision		Revision as of 11:32, 20 March 2019
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	:# click the Save Changes button		:# click the Save Changes button

	== ~~Delegating~~ ==		== Rights ==
			[[File:Group-Rights.png\|Group Rights Page\|thumb\|500px]]

	Once you have a ~~personal~~ group, you can ~~delegate~~ rights.		Once you have a group, you can grant rights.

	* In order to delegate rights, you'll need to have the right "~~Delegate Rights.~~"		* In order to delegate rights, you'll need to have the right "ShowConfigTab", which allows you to view the Admin menu in the top navigation bar
	* If you've been granted a right and you ~~delegate it~~ to ~~someone, then someone revokes your right, that also revokes your delegate's right.~~
	* If you've been granted a right globally, you can't delegate it for just one queue and vice versa.		* If you've been granted a right globally, you can't delegate it for just one queue and vice versa.

	~~[screenshot]~~		To grant rights to a group:

	~~To delegate rights~~ to a ~~personal~~ group:		:# go to Admin -> Global -> Group Rights
			:# on the left side of the page, select a system group, role, or user group listed, or search for a group under "Add Group"
			:# rights are grouped by "General Rights", "Rights for Staff" and "Rights for Administrators", these are suggested rights, but you may grant whichever from any of the tabs
			:# check the box(es) next to the right(s) you'd like to grant
			:# click the Save Changes button

	* click Preferences		To revoke rights on a group:
	* click Delegation
	* locate the right(s) you'd like to delegate
	* check the box next to the right(s) and under the correct personal group~~(s)~~
	* click the Submit button

	~~To stop delegating rights~~ to a ~~personal~~ group:		:# go to Admin -> Global -> Group Rights
			:# on the left side of the page, select a system group, role, or user group listed, or search for a group under "Add Group"
	* click Preferences		:# uncheck the box(es) next to the right(s) you'd like to revoke
	* click Delegation		:# click the Save Changes button
	* locate the ~~correct right~~(s)
	* clear the checkbox next to the right(s) ~~and under the correct personal group(s)~~
	* click the ~~Submit~~ button

	== Logging out ==		== Logging out ==

Maureen at 14:45, 20 March 2019

2019-03-20T14:45:19Z

← Older revision		Revision as of 10:45, 20 March 2019
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	== Groups ==		== Groups ==

	Users can grant their rights to others by creating a ~~personal~~ group and delegating the rights to the members of that group. This is convenient if you're going on vacation or need to pass the buck for any reason.		Users can grant their rights to others by creating a group and delegating the rights to the members of that group. This is convenient if you're going on vacation or need to pass the buck for any reason.

	To view existing groups, go to Admin -> Groups -> Select -> [select group name]		To view existing groups, go to Admin -> Groups -> Select -> [select group name]

Maureen at 14:44, 20 March 2019

2019-03-20T14:44:43Z

← Older revision		Revision as of 10:44, 20 March 2019
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	'''NOTE:''' You'll need the right "ModifySelf" to view this page and make changes.		'''NOTE:''' You'll need the right "ModifySelf" to view this page and make changes.

	== ~~Personal groups~~ ==		== Groups ==

	Users can grant their rights to others by creating a personal group and delegating the rights to the members of that group. This is convenient if you're going on vacation or need to pass the buck for any reason.		Users can grant their rights to others by creating a personal group and delegating the rights to the members of that group. This is convenient if you're going on vacation or need to pass the buck for any reason.
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	To make a new group:		To make a new group:

	* go to Admin -> Groups -> Create		:# go to Admin -> Groups -> Create
	* type your group's name and description in the <code>Name:</code> and <code>Description:</code> text boxes		:# type your group's name and description in the <code>Name:</code> and <code>Description:</code> text boxes
	* click the Create button		:# click the Create button

	To add members to a group:		To add members to a group:

	* click the name of a group		:# click the name of a group
	* click Members from the top submenu		:# click Members from the top submenu
	* select user(s) or group(s) from the Add members are		:# select user(s) or group(s) from the Add members are
	* click the Modify Members button		:# click the Modify Members button

	To delete members from a group:		To delete members from a group:

	* click the name of a group		:# click the name of a group
	* click Members from the top submenu		:# click Members from the top submenu
	* check the box next to the user(s) or group(s) to delete		:# check the box next to the user(s) or group(s) to delete
	* click the Modify Members button		:# click the Modify Members button

	To change a group's name or description:		To change a group's name or description:

	* click the name of a group		:# click the name of a group
	* make changes		:# make changes
	* click the Save Changes button		:# click the Save Changes button

	To disable a personal group:		To disable a personal group:

	* click the name of a group		:# click the name of a group
	* clear the Enabled checkbox		:# clear the Enabled checkbox
	* click the Save Changes button		:# click the Save Changes button

	Unlike disabled users and queues, disabled ~~personal~~ groups will still be visible in listings. That removes a step from the process of re-enabling them when necessary.		Unlike disabled users and queues, disabled groups will still be visible in listings. That removes a step from the process of re-enabling them when necessary.

	To re-enable a ~~personal~~ group:		To re-enable a group:

	* click the name of a group		:# click the name of a group
	* check the Enabled checkbox		:# check the Enabled checkbox
	* click the Save Changes button		:# click the Save Changes button

	== Delegating ==		== Delegating ==

Maureen at 14:43, 20 March 2019

2019-03-20T14:43:31Z

← Older revision		Revision as of 10:43, 20 March 2019
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	Users can grant their rights to others by creating a personal group and delegating the rights to the members of that group. This is convenient if you're going on vacation or need to pass the buck for any reason.		Users can grant their rights to others by creating a personal group and delegating the rights to the members of that group. This is convenient if you're going on vacation or need to pass the buck for any reason.

	~~First of all~~ go to:		To view existing groups, go to Admin -> Groups -> Select -> [select group name]

	* click Preferences		To make a new group:
	* click Personal Groups

	~~To make a new personal group:~~		* go to Admin -> Groups -> Create

	* ~~click New group in the left side navigation bar~~
	* type your group's name and description in the <code>Name:</code> and <code>Description:</code> text boxes		* type your group's name and description in the <code>Name:</code> and <code>Description:</code> text boxes
	* click the ~~Submit~~ button		* click the Create button

	To add members to a ~~personal~~ group:		To add members to a group:

	* click the name of a ~~personal~~ group		* click the name of a group
	* click Members in the ~~left side navigation bar~~		* click Members from the top submenu
	* select user(s) or group(s) from the Add members ~~box~~		* select user(s) or group(s) from the Add members are
	* click the ~~Submit~~ button		* click the Modify Members button

	To delete members from a ~~personal~~ group:		To delete members from a group:

	* click the name of a ~~personal~~ group		* click the name of a group
	* click Members in the ~~left side navigation bar~~		* click Members from the top submenu
	* check the box next to the user(s) or group(s) to delete		* check the box next to the user(s) or group(s) to delete
	* click the ~~Submit~~ button		* click the Modify Members button

	To change a ~~personal~~ group's name or description:		To change a group's name or description:

	* click the name of a ~~personal~~ group		* click the name of a group
	* make changes		* make changes
	* click the ~~Submit~~ button		* click the Save Changes button

	To disable a personal group:		To disable a personal group:

	* click the name of a ~~personal~~ group		* click the name of a group
	* clear the Enabled checkbox		* clear the Enabled checkbox
	* click the ~~Submit~~ button		* click the Save Changes button

	Unlike disabled users and queues, disabled personal groups will still be visible in listings. That removes a step from the process of re-enabling them when necessary.		Unlike disabled users and queues, disabled personal groups will still be visible in listings. That removes a step from the process of re-enabling them when necessary.
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	To re-enable a personal group:		To re-enable a personal group:

	* click the name of a ~~personal~~ group		* click the name of a group
	* check the Enabled checkbox		* check the Enabled checkbox
	* click the ~~Submit~~ button		* click the Save Changes button

	== Delegating ==		== Delegating ==

Maureen at 14:36, 20 March 2019

2019-03-20T14:36:23Z

← Older revision		Revision as of 10:36, 20 March 2019
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	:# click the Save Preferences button		:# click the Save Preferences button

	'''NOTE:''' You'll need the right "ModifySelf" to view this page and make changes		'''NOTE:''' You'll need the right "ModifySelf" to view this page and make changes.

	== Personal groups ==		== Personal groups ==

Maureen at 14:32, 20 March 2019

2019-03-20T14:32:38Z

← Older revision		Revision as of 10:32, 20 March 2019
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	== Changing your own user information ==		== Changing your own user information ==

	~~To change your own name, email address, phone numbers, location, or signature~~:		[[File:About-Me.png\|About Me Page\|thumb\|500px]]

	* click Preferences in the upper right of the screen or ~~in the left side navigation bar~~		To change your own name, email address, phone numbers, location, signature or password:
	* type new information in the desired fields
	* click the Submit button

	~~To change your own password~~:		:# in the upper right of the screen, click Logged in as -> Settings -> About Me
			:# type new information in the desired fields
			:# click the Save Preferences button

	* click Preferences in the ~~upper~~ right ~~of the screen or in the left side navigation bar~~		'''NOTE:''' You'll need the right "ModifySelf" to view this page and make changes
	* type the new password in the New Password text box
	* type it again in the Retype Password text box
	* click the Submit button

	== Personal groups ==		== Personal groups ==

Maureen at 14:24, 20 March 2019

2019-03-20T14:24:59Z

← Older revision		Revision as of 10:24, 20 March 2019
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	== Resolving a ticket ==		== Resolving a ticket ==

	If a ticket has been completed and doesn't need any more work, you can resolve it by clicking Resolve in ~~the upper right~~ of ~~one of the~~ ticket's pages (Display, History, Basics...).		If a ticket has been completed and doesn't need any more work, you can resolve it by clicking Resolve in Actions menu of ticket's pages (Display, History, Basics...).

	This takes you to a comment form (see ~~above~~ Replying and Commenting ~~section~~) but sets the Status drop-down menu to Resolved.		This takes you to a comment form (see [[ManualUsingWebInterface#Replying_and_commenting\|Replying and Commenting]]) but sets the Status drop-down menu to Resolved.

	You're encouraged to use the Message text box to explain why you're resolving the ticket.		You're encouraged to use the Message text box to explain why you're resolving the ticket.

	When you're done, click the ~~Submit~~ button.		When you're done, click the Update Ticket button.

	You'll be brought to the ticket's Display page and told the comment has been recorded and ticket has been resolved (or not, if there is a problem).		You'll be brought to the ticket's Display page and told the comment has been recorded and ticket has been resolved (or not, if there is a problem).