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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 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.
  • data on how much time has been spent on a ticket.