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. | ||
* | * 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 [[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 [[DueDate]], the date it was Created, the LastUpdated date, and the date it was Resolved, if it is complete. | |||
* a | * A record of how much time has been spent on a ticket. | ||
* | * [[Relationships]] to other tickets as links. | ||
[[Category:RT44]] | |||
Latest revision as of 16:28, 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.
- 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 Priority
- 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.
- Relationships to other tickets as links.