Request Tracker (RT) Documentation

Effective October 15, 2009, IS&T is limiting support of the Request Tracker (RT) ticket tracking system.

Limited support will include:

• Support of existing RT customers only and support on how to use RT
• Creating new, basic (not customized) queues for existing customers

IS&T will not accept new RT customers.

IS&T is currently in the process of evaluating alternative ticket tracking solutions. Questions or concerns about the effort or the limited support model should be directed to the Ticketing Tool Discovery Team.

General

• Request a New Queue

Web-based guides

• Basics of Using RT (training class handout in pdf format)
• Glossary of Terms
• RT Queue Administrator's Guide
• RT Queue Administrator Training - Class Guide
• Searching in RT Using Query Builder

RT Updates

• New Features in RT (June 2008)
• New Features and Bug Fixes in RT (June 2007)
• New Features in RT (November 2005)
• New Features and Bug Fixes in RT (April 2005)
• Migrating Casetracker Categories
• Migrating from Casetracker to RT FAQ