RT User Manual
We have installed a new system to help expedite mange and track requests between departments
Initaially we will be deploying the system to for communication between sales and accounting
How to...
In your browser go to
rt.yrinc.com ( enter username and password )
Users will have 4 menu selections on the left side.
1. Home ( view your tickets which have not been resolved)
2. Tickets ( view all tickets)
3. Tools
3. Preferences ( personal info)
4. Approval (Not Used at this time)
Display status
Tickets ( See status of all tickets )
Select a Saved search to display tickets of that type.
Home
3 Areas
A. 10 highest priority tickets I own
B. 10 Newest tickets that have not been assigned for resolution yet. Tickets are assigned for resolution by the ticket "Watchers" in the case of Sales, the Watchers are the Accounting Managers.
C Quick Search
The quick search area on the right of page displays totals of New and Open tickets. Clicking on the numbers under New or Open display summaries of the tickets of that type.
Tickets ( See status of all tickets )
Select a Saved search to display tickets of that type.
To Make A New request (open a new ticket)
Select New Ticket in from menu Options top of screen
Select a que , users belonging to multiple ques will see more than one possible selection.
On the Next screen Fill in a meaningful subject. ( In the future you may be reviewing lists of open and closed items which display only the subject. Company and a brief desc of problem is appropriate
You can attach documentation ( files previously saved ) if required.
Fill in the description.
Description must include Publication, Company Name and Contact Name and Phone, Invoice number ( if you have it) customer id ( if you have it ) and description of issue and response that you require or action that you would like to take
Publication:
Cust_id:
Company:
Contact
Phone
Invoice Number:
Comment:
Action/Response
You can use the above text in all descriptions by cutting and pasting from this email or saving the outline in notepad and keeping a shortcut on your desktop.
Create Ticket
When The request is complete Select "Create Ticket" in lower right corner of screen. Each request is assigned a ticket number which you may use in the future to quickly go to this ticket from open tickets or closed tickets lists. You will receive email updating your request progress when the request is believed to be resolved a notice will be sent to you from the person handling the request.
Reply to add notes
You may add notes to the request by selecting the ticket and selecting reply. Replying to any of the emails you receive from the RT system will add notes to the Request as well
Take Tickets
this option is available only for Watchers. In the case of the sales system this is the accounting manager
Ticket Detail
Shows all the detail regarding current ticket. In addition to reply, private comments can be added which will not appear in emails or be visible to users outside your group.
Assign Ticket
Certain privilleged users can and should assign tickets to others to be worked on. In the sales que this is only done by the Accounting Manager. Once a ticket is open click on the "People" title and then select a new owner for ticket. An email will be set to that person who can then "take" the ticket.