RTGlossary

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This glossary covers RT terms found in version 3 and greater. Outdated terms won't have definitions, but you'll be referred to the current term. Underlined words are defined elsewhere in the glossary. Terms may have links to other pages in this wiki with more info about the term.

Some of these definitions are a bit circular; this is intentional, so you can see how concepts in RT relate to each other, but may be confusing for beginners. If you are new to RT, please read the ManualIntroduction to understand RT's basic concepts and terminology.

Feel free to add terms even without descriptions, maybe then somebody else will add a description, but surely adding a term with a description is much better :).

A

  • ACE Access Control Entry; an entry in an ACL; see also rights.
  • ACL Access Control List; a scheme that supports and keeps track of rights.
  • action see scrip action, the preferred term. (See also ScripAction.)
  • AdminCc a Cc that also by default gets copies of comments and generally is allowed to work on the ticket.
  • autoreply

C

  • category class or division to which is referred the type of template, ticket or action (scrip).
  • Cc someone who should get copies of any replies that go to the requestor.
  • child relationship indicating a smaller, narrower subproject of a larger, broader project (the parent.)
  • comment a private note for staff not visible to the requestor by default.
  • condition see scrip condition, the preferred term. (See also ScripCondition.)
  • correspondence synonym for reply.
  • custom action see scrip action, the preferred term. (See also ScripAction.)
  • custom condition see scrip condition, the preferred term. (See also ScripCondition.)
  • custom field database fields that can be customized to each organization's needs.

D

  • dead (outdated term; see deleted.)
  • deleted status indicating that a ticket should not have been in the system and is being removed.
  • depended on by relationship indicating that this ticket must be resolved before another ticket can be resolved.
  • depends on relationship indicating that this ticket can't be resolved unless another ticket is resolved first.
  • due date the date by which the ticket should be resolved. See also final priority.

F

  • final priority the priority a ticket moves towards as it approaches its DueDate.

G

  • global across the entire system.
  • group a set of related users; useful when assigning rights.

H

  • history a permanent record of what has happened to the ticket since (and including) its creation.

I

  • interested party (outdated term; see watcher.)

K

  • keyword (outdated term; see custom field.)

L

  • link synonym for relationship.

M

  • member a user or subgroup that is part of a group.
  • merge to combine one ticket with another ticket.

N

  • new status indicating that a ticket has just been created and has not been touched yet.
  • non-staff user (outdated term; see unprivileged user.)

O

  • open status indicating that a ticket is getting worked on.
  • owner the person responsible for a ticket and its resolution.

P

  • parent relationship indicating a large umbrella project containing subprojects (children).
  • people a ticket's watchers and owner.
  • permission (outdated term; see rights.)
  • personal group a group set up by a staff user for a purpose like delegating rights to it.
  • priority how important a ticket is, represented as numerical scale from 0-99, with 99 being the highest priority. See also final priority.
  • privilege (outdated term; see rights.)
  • privileged user a user who can be granted rights. See also unprivileged user.
  • pseudogroup (outdated term; see system group.)

Q

  • queue the central administrative domain of RT. A line of tickets waiting to be worked on, but it's also, to some extent, a ticket's category.

R

  • referred to by relationship indicating that this ticket is relevant to another ticket; watchers of the second ticket should consult the ticket for context.
  • refers to relationship indicating that another ticket is relevant to this one; watchers should consult the second ticket for context.
  • rejected status indicating that the ticket will not ever be resolved but will remain recorded in the system.
  • relationship one ticket's connection to another; either a loose association or a dependency. See also depends on, depended on by, refers to, referred to by, parent, and child.
  • reply a public remark that a requestor can see. A synonym for correspondence.
  • request see ticket, the preferred term.
  • requestor the person who asked for something to get done; the ticket's reason for being.
  • resolved status indicating that work on a ticket has been completed.
  • REST
  • rights ability given to a user or group to do something in RT. Rights can be granted by queue or for the entire system. Rights can be given to groups, roles, or individual users.
  • role type of watcher, such as owner, requestor, Cc, and AdminCc.

S

  • scrip a custom notification that will automatically take a certain scrip action in response to a certain scrip condition, often using a template.
  • scrip action something a scrip does in response to a scrip condition. (See also ScripAction.)
  • scrip condition something that has to happen to activate a scrip, like a ticket being created or a comment being made. (See also ScripCondition.)
  • self service (See also SelfService.)
  • staff user (outdated term; see privileged user.)
  • stalled status indicating that a ticket cannot be worked on for now, but will open again when someone adds a comment or reply.
  • status classification that shows a ticket's progress through the system. See also new, open, stalled, resolved, rejected and deleted.
  • subgroup a group that's part of another group, generally to illustrate a hierarchy.
  • system group a group across RT such as "Privileged" (all privileged users), "Unprivileged" (all unprivileged users), and "Everyone" (every user). You can't change the membership of system groups, however, you grant them rights

T

  • template essentially an email form letter that goes along with a scrip action in a scrip.
  • ticket the central object in RT, the thing that needs to get done. Tickets have metadata attached to them such as owner, status, queue, etc.
  • TicketSQL
  • ticket stub email message received by a requestor to confirm that his request has been received and a ticket created. See also autoreply
  • transaction (definition needed)

U

  • unprivileged user a user who usually has no rights to do things in RT; often a requestor whose account was automatically created when the ticket was sent; see also privileged user.
  • updates see comment and reply, the more specific terms for updates.
  • user anyone who interacts with RT in any way. See privileged user and unprivileged user.

W

  • watcher someone who is interested in a ticket. Normally the watchers get emails whenever the ticket is changed. See also owner, requestor, Cc and AdminCc.