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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.