New Features in RT - June 2007

Overview

This page describes the new features for MIT's Request Tracker system (https://help.mit.edu/), introduced on June 4, 2007.

These enhancements are a result of feedback from the MIT's RT user community. A further release of new features is planned for Spring 2008.

Search Results User Preference

You can now set your own default format for displaying search results. This covers the fields that appear in the results, the sort-sequence, and the number of results per page. Whenever you use a link that generates search results (for example, the Quicksearch section on the RT home page), the results will appear according to your preference.

Saved searches, however, will still use whatever format you chose when the search was saved.

To set your default search result format, go to Preferences -> Search Options.

[Back to top]

New "Waiting" Column in Quicksearch Section

The Quicksearch column on the RT home page now includes a "Waiting" column that displays the count of tickets with the "waiting" status.

In addition, if you click on a queue name in the Quicksearch section, the resulting search will include waiting tickets - in other words, all new, open, and waiting tickets for the queue will be displayed.

[Back to top]

Ticket List Format on "Bulk Update" Screen

The list of tickets displayed in the "bulk update" search results now match that shown on the preceding search results page.

[Back to top]

Sequence of Ticket History Display

You can now choose to display all ticket history in ascending or descending order.

To change your preferred display sequence:

  1. Go to Preferences
  2. In the section marked "Web Interface", find the "History Entry Display Sequence" option and set the preference to "Ascending (Oldest First)" or "Descending (Most Recent First)".

[Back to top]

Ticket People Screen Includes Phone Number Search

The ticket "People" screen enables you to add requestors or watchers to a ticket by searching the RT user database. You can now search for a person by phone number.

You can specify part of the phone number in the search, although if your search would return more than 1,000 users, you will be asked to enter a more specific search criterion.

[Back to top]

Ticket Links Screen - Search on Linked Tickets

For a ticket with links to other tickets, the Links page will now enable you to go to a search results page containing the linked tickets.

This feature is useful if you would like to perform a bulk update on all linked tickets.

[Back to top]