Difference between revisions of "Ticket"

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A ticket has the following:
A ticket has the following:


* a [[Requestor]] - the [[User]] that is waiting for the issue to be resolved. In some cases there may be no requestor on a ticket or more than one.
* A [[Requestor]] - the [[User]] that is waiting for the issue to be resolved. In some cases there may be no requestor on a ticket or more than one.


* an [[Owner]] - the [[User]] that is currently responsible for resolving the issue.
* An [[Owner]] - the [[User]] that is currently responsible for resolving the issue.


* zero or more [[CC]]s who are treated like co-requestors.
* Zero or more [[CC]]s who are treated like co-requestors.


* zero or more [[AdminCC]]s who are treated like co-owners.
* Zero or more [[AdminCC]]s who are treated like co-owners.
 
* A Status which tracks where the ticket is in the current workflow. Status and workflow can be customized using RT's [https://docs.bestpractical.com/rt/latest/customizing/lifecycles.html Lifecycle] feature.


* A ticket belongs to a [[Queue]]. A Queue can be used to hold a certain "class" of tickets, e.g. those that should be handled by a particular group of Users.
* A ticket belongs to a [[Queue]]. A Queue can be used to hold a certain "class" of tickets, e.g. those that should be handled by a particular group of Users.


* a [[Priority]]
* A [[Priority]]
 
* A [[DueDate]], the date it was Created, the LastUpdated date, and the date it was Resolved, if it is complete.


* a [[DueDate]]
* A record of how much time has been spent on a ticket.


* data on how much time has been spent on a ticket.
* [[Relationships]] to other tickets as links.


* [[Relationships]] to other tickets
[[Category:RT44]]

Latest revision as of 15:28, 28 March 2019

A Ticket (or Request) is a collection of information concerning some subject to be tracked.

RT keeps track of everything that happens to a ticket, including internal discussions and discussions with the originator.

A ticket has the following:

  • A Requestor - the User that is waiting for the issue to be resolved. In some cases there may be no requestor on a ticket or more than one.
  • An Owner - the User that is currently responsible for resolving the issue.
  • Zero or more CCs who are treated like co-requestors.
  • Zero or more AdminCCs who are treated like co-owners.
  • A Status which tracks where the ticket is in the current workflow. Status and workflow can be customized using RT's Lifecycle feature.
  • A ticket belongs to a Queue. A Queue can be used to hold a certain "class" of tickets, e.g. those that should be handled by a particular group of Users.
  • A DueDate, the date it was Created, the LastUpdated date, and the date it was Resolved, if it is complete.
  • A record of how much time has been spent on a ticket.