Inhaltsverzeichnis

RT 4.4.2 User Guide with Addon Explanation

Request Tracker (RT) is the system you need if you have to track important tasks that you can't afford to forget.

Organizations of all sizes use RT to track and manage customer requests, internal project tasks, and workflows of all sorts. With custom ticket lifecycles, seamless email integration, configurable automation, and detailed permissions and roles, RT serves the needs of your customers, your staff, and you.

RT concepts

There are some words and phrases you should understand in the context of RT before you begin.

  • A Ticket is the central object in RT, the thing that needs to get done. Tickets have metadata attached to them such as an owner, status, and queue - we'll get to all that in a minute.
  • A Queue is the central administrative domain of RT; it keeps things organized. As the name implies, it's a line of tickets waiting to be worked on, but it's also, to some extent, the ticket's category. For instance, you might have the right to create, delete, and comment on tickets in the Foo queue, but only the right to comment on tickets in the Bar queue.
  • A ticket's history is what it sounds like: everything that's happened to a ticket. Facets of ticket history could include when the ticket was created, how it has changed, and any comments about it or replies to it. Like real history, ticket history cannot be changed (at least not without messing up the space-time continuum), so be aware that any comments you make about a ticket are permanent.
  • Ticket updates can take one of two forms. A reply is a public remark that a requestor can see. A comment is a private note for staff not visible to the requestor. This is useful when you want to be tactful but still convey important information, like, „This requestor is an investor, so be nice“ or „This user's request mentioned his 'PC' but he really has a Mac.“
  • Priority, how important a ticket is, is represented as numerical scale from 0-99, with 99 being the highest priority. By setting a final priority, you can make a ticket's priority increase or decrease as its due date draws closer. The difference between 20, 50, and 75 may vary from organization to organization, but there should be an organizational policy or every ticket will get rated 99 by anxious users.

The status drop-down menu offers several choices for classifying each ticket. Here's what they can mean:

  • NEW: the ticket has just been created and hasn't been touched yet.
  • OPEN: the ticket is getting worked on
  • STALLED: due to circumstances beyond your control (waiting for the requestor to respond, waiting for the owner to return from Sri Lanka), the ticket isn't getting worked on right now. It will open again when someone adds a comment or reply.
  • RESOLVED: hooray! Work on the ticket has been completed and is out of everyone's hair.
  • REJECTED: the ticket is not the staff's problem and is not going to be resolved, but is, for some reason, worth recording in the system. For instance, if an employee asks approval for something ridiculous, you can reject the ticket, but it will stay in the database as evidence that the employee makes silly requests.
  • DELETED: the ticket never should have been in the system (maybe it was spam, a list of passwords, etc) – and is now being zapped for good.
  • A watcher is someone who is interested in a ticket. You'll find these filed under „People“ when you're looking at a ticket. A watcher of a ticket normally gets email-copies of all the replies to the ticket. The watchers who are staff-members get copies of the comments too. There are several types, or roles, of watchers:
  • OWNER: the person responsible for the ticket and its resolution. Each ticket can have only one owner. As a ticket is worked on, it may be passed from one owner to another.
  • REQUESTOR: the person or people who asked for something to get done; the ticket's reason for being. The Requestor normally gets copies of all replies to the ticket, but no comments.
  • CC: someone (or someones) who should get copies of any replies that go to the requestor. This might be the requestor's boss, sales rep, etc. This person will see the emails but doesn't necessarily have the right to work on the ticket.
  • ADMINCC: a Cc or Ccs that also gets copies of comments and generally are allowed to work on the ticket.

We're hedging with words like „generally“ and „necessarily“ because any role can be assigned any right.

You can also, as you work on a ticket, define its relationship to something. Relationships in RT can be ticket-to-ticket, but can also link tickets to external items like URLs or FedEx shipping numbers. For the sake of simplicity, we'll refer only to tickets in the following explanation of relationship types:

  • DEPENDS ON: the ticket can't be resolved unless another ticket is also resolved. The converse is depended on by.
  • REFERS TO: the ticket doesn't need the other ticket, but it would sure be useful for you to look at it. The converse is referred to by.
  • PARENT: a big, general ticket („Move house.“)
  • CHILD: a subproject of a parent („Hire movers.“ „Pack.“ „Eat pizza.“)

Key Features and FunctionalitKey Features and Functionality

Seamless Email Integration

Request Tracker receives and manages all email sent to your key email addresses: support@, sales@, helpdesk@, security@. Internal teams can communicate with external customers and team members on the same ticket. Customize templates for auto-replies and all other correspondence to send branded, styled HTML emails including helpful links and other information with each reply. Staff can manage ticket replies via email or use RT's full web interface. Control who sees emailed replies and comments by adding and removing watchers for an individual message or for all activity on a ticket.

Custom Workflows

RT's Lifecycles allow you to create custom workflows with your ticket statuses, actions, and transitions to mirror your process. Every transaction on a ticket automatically triggers any configured Scrips. Conditions and Actions on each Scrip allow you to automate events in RT or other systems when key updates are made on a ticket. Advanced features like the SLA tool automatically set key values like the Due Date on each ticket so you don't miss a response. The rt-crontool utility can run scheduled jobs to automatically perform updates to tickets or send notifications if tickets have been idle.

Assets

Assets leverages Request Tracker's custom field architecture, making it a very flexible platform for tracking whatever type of data asset you need to record. You can manage important IT asset information, and even manage vendor support engagements with attached tickets. You can also assign asset stages using the same powerful Lifecycle features at tickets.

Extensions

Add functionality and features to your Request Tracker installation! Extensions are a great way to easily extend RT's base functionality for your specific needs or use case. RT's extensions are freely available and written by both Best Practical and the RT community.

Even More

  • Automatic notifications based on message or other ticket updates
  • RSS feeds of ticket activity based on any arbitrary search
  • Email digests of activity by day, week, month, etc.
  • Time tracking and task priority
  • PGP and S/MIME support
  • Translation into 25 + languages
  • SLA automation and tracking
  • Self-Service customer portal
  • Command-Line interface
  • Multiple search options: free text (simple) search, query builder, and advanced
  • Full text search on message histories
  • Full custom field support for any data you need to track
  • Charts interface for visualizing ticket data
  • Custom dashboards with key ticket information
  • Schedule dashboards to be emailed to you or your co-workers
  • Knowledge base
  • Fine-grained rights and permissions
  • Provides a REST API for integrations

RT Overview

RT Login Screen

After opening the URL for your RT Instance, you will see the following Login Screen.

Enter your user credentials and you will be logged in and put to your Home Screen.

If you have forgot your password, you can reset it directly on the Login Screen by using the link „forgot your password?“:

RT at a Glance

Directly after login, you will see your personal „RT at a Glance“ page. This page can be configured by yourself to fit your needs.

Your RT at a Glance page is separated into the Main Menu on top of the screen, the Body at the left side and the Sidebar at the right side. On the body and sidebar you can put portlets and also saved searches or Charts. The menu items displayed are pending on the rights you have inside the system, in some cases, there are less options. Below the Menu you can find the ticket id search field and also a box to create new tickets.

Some of the RT at a Glance Portlets can be edited to better fit your needs, just click the „edit“ button on top of the Portlet or Search. With the Edit Button over the „Queue list“ you can turn off the display for some queues, you dont need that often.

Edit RT at a Glance Page

The RT at a Glance page can be configured by the user himself just by using the „EDIT“ Button over the Sidebar or from the Users Submenu.

There you will find the already in Place Portlets for the Body and Sidebar as also every saved search and chart. Also the amount of displayed tickets per search can be configured here. Please, dont user a higher value then 10-20, it makes no sense and your Homepage slowes down dramatically.

There is no need to press any kind of save button, every change is saved at the moment you did it. You can also define a single column layout if you like:

And if you need to go back to your company default view, just use the „reset to default“ button at the bottom of the page.

Singe column Layout

Here is an updated RT at a Glance page with „My Assets“ Portlet and also „Find User“ and „Find Asset“ Search Portlet

IMPORTANT HINT

Do not put too much Portlets and Searches onto your RT At a Glance page, this will slow down your homepage and makes absolutly no sense, no one can overview and work with overloaded pages. If you have the need for more information, create clever Dashboards instead!

Portlets

RT Main Menu

HOME

The Home Button of the menu, brings you back to the RT At A Glance Page and also has the Dashboards as Submenu. If you click the HOME Link, you will load the RT At A Glance page, if you mouse over it, RT will show you the Submenu.

The second Menu Items are SEARCHES and it's Submenu offers different Searches (Asset, Ticket, Articles, Users and many more) Here you can also start a new Search with the Query Builder, watch your recently viewed tickets.

REPORTS

Do you remember RT 3.4? This Menu was already in place in older Versions of RT, but the reports at that time were not really useful. With this release, this menu item is back, with some good predefined reports and the option to add more.

ARTICLES

Users from older RT Version will know this menu item as „RTFM - RT FAQ MANAGER“ - now it is called articles and offer a good, flexible Knowledge base, but also a great way to define predefined answer templates. All Articles can use special RT Code Pieces to make replys more flexible.

ASSETS

At the old Version of RT, we used a self written Addon called „AssetTracker“, now the Vendor has taken over the development and included this into RT as Assets - here you can start working with Assets.

TOOLS

The Tools Menu offers only 3 Items at the moment:

  • My Day - an Overview of your processed Tickets today
  • My Reminder - an Overview of all your Reminder Tickets
  • Approval - access to the RT Approval Workflow

LOGGED IN AS ...

The last menu item is called Logged in as… and here you can change your User Settings (Language, Timezone, Password etc.) and also all RT Settings and Features we offer to best fit to your personal Workflow.

RT Searches

RT Querybuilder

The Query Builder is RT's search engine. It lets you find tickets matching some (potentially very complex) criteria. There are loads of criteria you can specify in order to perform a search. Strategies for narrowing your searches to find exactly what you're looking for (and no more) are discussed below.

The Query Builder is the heart of reporting in RT, which is covered in the Dashboard and Reports chapters of this document

Example

Let's look for tickets in the „RT“ queue (RT's bugtracker for itself) that have been resolved in the last year. (These examples assume it's currently mid June, 2015). To do that, we specify the search criteria (Queue is RT, Status is resolved, and Resolved after 2014-06-15) in the upper left hand section of the Query Builder.

RT also has two meta-statuses, 'active' and 'inactive'. By selecting either of these from the status dropdown of the query builder, you will no longer need to explicitly list all of the active or inactive statuses or manually enter the queries: „Status = 'Active'“ or „Status = 'Inactive'“.

The sets of active and inactive statuses for a queue are defined by the associated lifecycle. Active tickets are those listed for the 'active' and 'initial' configurations. Inactive tickets are those defined as 'inactive'. For the default RT lifecycle, for example, the active statuses are new, open, and stalled, and the inactive statuses are resolved, rejected and deleted.

Now that I've selected some criteria, I can click either Add These Terms or Add These Terms and Search. I'll click the former:

The upper right hand side presents all the logic we've specified. This view is a nice way proofread your search: Have you captured everything you want? Are there things you'd maybe prefer to leave out for now?

It turns out I've changed my mind. I actually don't want to restrict the search to just the RT queue. I want to see all the tickets in issues.bestpractical.com (which also includes feature requests, RTIR, etc) that have been resolved within the past year. To adjust the search, click on 'AND Queue = RT' and press Delete:

Your search should now look like this:

Now, finally, to make the search go, you can either press 'Add these terms and Search' (provided there's no new content in the Query Builder), or scroll all the way down and press 'Update format and Search'. This search should turn up a full page of tickets. Here's the top portion of the list:

This is the default view of your results. However, like nearly everything in RT, it's configurable. You can select additional columns to appear in your results, eliminate columns you don't find useful, or reorder them. To start, notice that at the bottom of the query builder page there are two panes: Sorting and Display Columns.

There is more than one option for Sorting so that you can break apart tickets with the same search values into a meaningful order. For example, let's say you start off by sorting tickets in a search by their owner. Since you've only specified to sort by owner, RT doesn't order the tickets owned by the same user in a meaningful way. This is where the multiple sort criteria comes in handy. You can use a second sorting criteria to sort within the set of tickets owned by a single user. For example, you could add a sort by due date to see tickets sorted first by owner, and then tickets with the same order are ordered by due date.

The Display Columns tab allows you to add or eliminate information displayed in the results of your search. NEWLINE indicates a line break, or new row, in how the results are displayed. NBSP for adding an empty column (such as what shows up underneath id in the following screenshot).

Here is a search with NEWLINE where it is by default:

Notice that the structure of the data that's displayed is stacked: Subject on top of Requestor, Status on top of Created, etc.. Because we're displaying a lot of information (10 fields for each ticket), having the NEWLINE is important for the results more comprehensible.

Here is that same search but without the NEWLINE:

The same pieces of information are now spread across the display next to one another, which can be harder to read. So when you tell RT to display a lot of columns, it's usually worth adding a well-placed NEWLINE.

And there are the basics of the query builder! To implement these basics to build reports, please see the Dashboard & Reports document. For definitions of piece of RT metadata, please see the Definitions of Ticket Metadata document.

RT Advanced Searches

Advanced search is a powerful tool to search for tickets. It provides some features which are easier to handle in the advanced search (e.g. relationship between and/or).

It's important to know that RT will search for the given arguments one by one (using the whole ticket database even if you don't have permission to the tickets) and if RT is ready you'll get your result.

Query

So heres a short explanation using the following searches:

Queue = 'MySupportQueue' AND Status = 'new'

In this case RT will locate all tickets in the queue „MySupportQueue“ (e.g. Queue contains 1000 tickets) and afterwards RT search for „new“ tickets in the result of 1000 tickets RT found before. The result of your search will be very fast.

Status = 'new' AND Queue = 'MySupportQueue'

In this case RT will search for tickets in status 'new' (probably a amount of 10000++ tickets) and afterwards RT search for tickets in queue „MySupportQueue“ in the result of 10000++ tickets. This search takes much more time than the one above.

So it's simple if you use searches just start with the queue followed by arguments like (status, dates) followed by the content of custom fields and some other arguments like the content of the subject.

Here are some example which can be used in the advanced search:

Queue = 'MySupportQueue' and (Status = 'new' OR Status = 'open') AND (owner = 'max.mustermann' or owner = 'john.doe')
Queue = 'MySupportQueue' and created > '7 days ago' 
Queue = 'MySupportQueue' and Status = 'stalled' AND Due <= 'today' 
Queue = 'MySupportQueue' and Status = 'resolved' AND CF.YourCustomField = 'somevalue'

You can also use 'CurrentUser' wherever you would use a username (e.g. Owner) or 'Active' if you search for ticket with a active status like new/open etc.

Dates for advanced searches

If you search for dates the following operators are valid:

  < (less than)
  <= (less than or equal to)
  = (equals)
  != (not equal to)
  > (greater than)
  >= (greater than or equal to)

Valid Date formats are:

  • 'today' uses today's date as the date value
  • 'x days ago' where x is some integer value (e.g. 8 days ago)
  • 'YYYY-MM-DD' absolute day in the format year-month-date (e.g. 2018-06-29)
  • 'n seconds', 'n minutes', 'n hours', 'n days', 'n weeks' are dates in the future relative to the current date, ie current_date + n minutes. May be negative, eg '-2 days' is two days in the past.

Format

Here you can edit the output of your searching result. You can add/remove fields and you're also able to create buttons (e.g. 'Take Ticket')

The following operator can be used to add a newline to your ticket result page:

'__NEWLINE__',

Creating Buttons

'<a href="__WebPath__/Ticket/Display.html?Action=Take&amp;id=__id__">Take</a>/TITLE:NBSP'

Add empty fields

'__NBSP__'

A valid 'format' can looks like:

'<b><a href="__WebPath__/Ticket/Display.html?id=__id__">__id__</a></b>/TITLE:#',
'<b><a href="__WebPath__/Ticket/Display.html?id=__id__">__Subject__</a></b>/TITLE:Subject',
Status,
QueueName,
Owner,
Priority,
'__NEWLINE__',
'__NBSP__',
'<small>__Requestors__</small>',
'<small>__CreatedRelative__</small>',
'<small>__ToldRelative__</small>',
'<small>__LastUpdatedRelative__</small>',
'<small>__TimeLeft__</small>',
'<a href="__WebPath__/Ticket/Display.html?Action=Take&amp;id=__id__">Take</a>/TITLE:NBSP'

RT SavedSearches

After you've added all of the criteria you want for a query, before clicking search, first select where you'd like to save this search (the „Privacy“ pulldown). You can save for only yourself „My Saved Searches“, or for a group you are a member of „Group A's saved searches“. Type in the description, then click save. Later, you can load the query from the „Load saved search“ pulldown. You must have the correct permissions to show saved searches and to edit them.

Save a Search as SavedSearch

Load a SavedSearch

Add a SavedSearch to a Dashboard or RT At A Glance

RT Recently Viewed Tickets

A new Feature of this release below the Search Menu are the recently viewed tickets - this submenu will display the last tickets you viewed.

RT Simple Searches

Introduction

Simple search is an input box in the upper right of all pages, there is „Search“ button next to the box. There is „Simple Search“ button in the menu, as well, that leads to the simple search page with some hints. Simple search is magical in some way and you may find this magic cool or annoying (that depends).

Using

Just type search terms (keywords) in the text box and hit enter or click Search button. The search will be done so that the result matches each keyword (AND).

Beware the search is done only on tickets with ActiveStatus, unless a keyword contains a status, for example „resolved“ or „open stalled“.

  • You can use id (any number) to jump right to the ticket, just type 10 and hit enter to jump to ticket #10.
  • You can use email address to search by requestor.
  • You can use name of a privileged user to search by owner.
  • You can use queue name to search tickets in that queue, but only if queue name has no spaces.
  • You can prefix a word with „fulltext:“ to search in content of tickets. Don't overuse this feature as full text search without indexing can be very slow.
  • Everything else is searched in subject of tickets.

Behaviour may be changed or extended with local customizations, consult with your system administrator if you are not sure.

Some examples with magic

Search for open or stalled tickets owned by ruz (if a user with name ruz exists).

ruz open stalled

Search for new tickets in support queue (if a queue with name support exists).

support new

RT Article Search

RT now offers a search for users, here you can get more details about a user (active ticket, assets etc.) You can access this search via Main Menu → Search → User

At the following Input, simply enter a username or mail address and RT will put you to the User Details.

Depending on the rights you have inside RT, you will get more or less details displayed.

RT Fulltext Searches

Starting with this release, we added RT's Fulltext Search engine also to our installation. If you use the Simple Search, you will always do a fulltext search. RT has indexed all internal values. Important: We don't store Attachments inside RT Database, so you can't search for Attachment Content!

RT Search hints

Search on Dates

In TicketSQL,

"Starts = '1970-01-01'"

will no longer find tickets with no Starts date set. Instead, use

"Starts IS NULL"

. As a direct consequence,

"Starts < 'today'"

will no longer also find tickets with no Starts date; use

"Starts < 'today' OR Starts IS NULL"

to have the equivalent results in RT 4.2.

Consider needing a bookmarkable search which lists what you've resolved in the last month or what is due in the next week. Manually entered dates make the search outdated soon after creation. RT offers for this searches based on „spoken names“ like „one month ago“ or „this month“ „today“

Examples:

Tickets resolved in the last month

Resolved -> After -> -1 month

Tickets created in the last week

Created -> After -> -1 week

Tickets due in the next week

Due -> After -> Today AND Due -> Before -> +1 week

Tickets created between an hour and three hours ago

Created -> After -> -1 hour AND Created -> After -> -3 hour

Search by Status

We added two meta-statuses to TicketSQL: Active and Inactive, so you no longer need to explicitly list all the active or inactive statuses like:

Status = 'new' or Status = 'open' or Status = 'stalled'

Now you can simply write:

Status = '__Active__'

Search on Roles

RT now has support for custom roles, along the lines of Requestor, Owner, Cc, and AdminCc. You can select whether a custom role may have only a single member or multiple members (though you cannot change the role's arity after it's been created). You can assign custom roles to queues much like custom fields. Rights may be granted on custom roles globally or per-queue, and they may be searched in TicketSQL and the search builder with syntax like the following:

    CustomRole.{Engineer}.EmailAddress LIKE 'bestpractical.com'
    CustomRole.{3} = '__CurrentUser__'

Finally you may notify custom roles in scrips by creating a RT::Action::Notify with an Argument containing the role name or RT::CustomRole-#. By default, custom roles will be added as Cc on outgoing mail but you can set them as To or Bcc by using a new slash syntax:

    AdminCc, Engineer
    Owner, RT::CustomRole-3/To, Cc
    Engineer/To, Sales/Bcc

Custom role members can be added at the queue level (for multi-member roles) as well as on individual tickets (for both single-member and multi-member roles).

RT Reporting

RT internal Reporting

RT Reporting

Feeds

RT offers several feeds that provide RT data in formats suitable for integrating with external applications. This document describes the available feeds and some ways they can be used.

The feeds are based on a ticket search you create using the RT Query Builder, available at Tickets > New Search or, starting in RT 4.2, Search > Tickets > New Search. After you create your search, the search results page has a Feeds menu in the upper right-hand corner. That menu contains the feeds described below.

Spreadsheet

If you click the Spreadsheet link, a tab-separated values (.tsv) file is downloaded containing the results from the search you performed in the browser. You can then import the file into a spreadsheet application like the OpenOffice spreadsheet or Microsoft Excel.

Pulling ticket data into a spreadsheet can be handy if you want to manipulate a subset of your ticket data outside of RT. Depending on what you're doing with the data, once you have it in the form you need (sorted, summed, etc.) you can sometimes reproduce the report back in RT. This has the advatage of making it dynamic and you can share the resulting report with other users as a shared search or dashboard.

Depending on your browser brand and settings, the downloaded spreadsheet may be given a .xls extension, a .tsv extension, or no extension at all. If it gets a .xls extension, the spreadsheet file will likely already be associated with a spreadsheet application. In this case, you can double-click on the file to open it. You may see a warning about the file format, since it is a tsv file and not a .xls file, and then the application will either convert the file automatically or open a dialog to guide you.

If your system doesn't automatically associate the tsv file, the following sections describe how to manually import a tsv file in some common applications.

Importing into Microsoft Excel

If the file is given a .tsv extension or no extension, here's how to open it in Excel 2010:

Select File > Open, locate the file on your system and click Open.

In the Text Import Wizard, select Delimited, import starting at row 1, and leave the default File origin. Click Next.

In the Delimiters section, select Tab if it isn't selected by default. Leave the other settings with default values. Click Next.

The last dialog lets you define the column formats for the imported columns. You can also exclude some columns from the import. 'General' will try to guess for you. Click Finish.

Importing into OpenOffice

If OpenOffice doesn't automatically open the Text Import dialog when you try to open the file, here's how to open a tsv manually:

Open a new Spreadsheet document

Select Insert > Sheet From File…

In the file selection dialog, find the file downloaded from RT. By default, the name is Results.

In the Separator options, click the checkbox Separated by: Tab. Uncheck any other options that might be checked. Click OK.

On the Insert Sheet dialog, select where you want to put the new sheet and click OK.

RSS

You can use the RSS feed to subscribe using your RSS feed reader of choice. The feed entries provide the ticket subject, a link to the ticket, and the content of the first transaction on the ticket.

iCal

The iCal link uses your search to provide a feed suitable for subscribing to from a calendaring application like Mozilla Lightning (the Thunderbird calendar), Google Calendar, Microsoft Outlook, or Apple iCal. You can copy the link and use your calendar application's subscribe feature to pull in and display ticket dates.

The feed provides Starts and Due dates from the selected tickets. In RT 4.0, the calendar events are day-long events, which can be handled differently in different calendar applications. The events also contain a URL linking to the ticket and some calendars will display this link with the event.

RT 4.2 adds the „$TimeInICal“ in RT_Config option, which will include times in the iCal feed so you can have calendar events at a specific time. In addition, you can provide SingleEvent=1 as an additional query parameter to have tickets generate a single event using the Start and Due dates/times as the start and end values for the event. You can put the parameter on the end of the iCal feed URL, for example:

  https://myrt.example.com/NoAuth/iCal/user/...?SingleEvent=1

This is useful if you have tickets with shorter durations, like scheduled maintenance for example.

Secret Tokens

All of your RSS and iCal feeds embed a secret token that is specific to your RT user account. You should never share your feed urls with other people, otherwise they can see tickets as your user. If one of your feed urls is accidentally shared, you can reset your token to disable all old feed urls. To do so, start by logging into RT and go to Logged in as … > Settings > About me. In the lower right-hand corner, there is a link „I want to reset my secret token“ and it does just that.

Note that this will disable all of your existing feeds. After updating the token, you'll need to update all of your feed urls.

RT Charts

RT has a built-in charting feature to allow you to create charts and graphs to visualize ticket data. Charts can be useful for anything from one-off reports (how many tickets did we process last year?) to regular status reports that you then include in shared dashboards that everyone can see.

RT has had charts for a long time, but many significant improvements came in RT 4.2. If you're running a version of RT earlier than 4.2 some options and features described here may not be available.

Basic Charting

Charts are based on the set of tickets returned by a search, so every chart starts with a search of your RT tickets. When constructing your search, think about the report you need to generate and try to narrow the results to the set of tickets that will have the information you want.

As a basic example, assume you want to look at activity in July 2012 for the General queue. First use the Query Builder to build a query with something like:

  Queue = 'General'
  AND Created >= '2012-07-01'
  AND Created <= '2012-07-31'

This search will give you tickets for July because the criteria uses before and after for the dates.

This search shows one of the initial things you'll want to consider, which is the element of ticket metadata you want to use as the basis for time. In the example we're using Created, but depending on what you are reporting on you might want Started, Resolved, or any of the other ticket time values.

When selecting the criteria for the time search, make sure it is appropriate to the report you want to see and be consistent so you are looking at the right set of tickets in the search and the resulting charts and reports.

For this example, we'll say the activity we want to look at is new tickets coming into the queue, and Created works well for that.

Ticket Charts

If we run the search and look at the results, we get the standard RT search results page. From this page we can click on Chart in the submenu on the upper right of the page. This brings us to the Charts page with a default bar chart showing tickets by status in the General queue.

This chart gives us a nice view of tickets by status and the good news is most of the tickets in this time period have been resolved. Under the graph is a „Group by“ section and we can see „Status“ is selected as the criteria in the first dropdown in the first section. The second dropdown is also Status since status only has one representation.

Now let's assume we want to see who was working on those tickets. You can select Owner from the first 'Group tickets by' dropdown and you'll see the second dropdown now has options to display labels based on RT user entries. Select an option and click 'Update Chart' and now you'll see the tickets displayed by Owner.

In this case, we can see that although people are resolving tickets, they aren't Taking the tickets and Owner is not getting set. We may want to remind people to take tickets or even create a scrip to set Owner automatically on reply or resolve.

Before we do that, we can use more chart features to find out more about what's going on. The „Group by“ portlet allows us to set multiple criteria, so in the second set of dropdowns we'll select LastUpdatedBy and Name and click 'Update Chart'.

Now we can see that our culprit seems to primarily be the root user, who is getting a bunch of work done but isn't taking tickets. Maybe we just need to remind root to take tickets.

Using Multiple Group Bys

As you can see in the previous example, RT's charts allow you to define multiple criteria for grouping data from your search results. In many cases, grouping multiple levels of criteria can reveal interesting and useful graphs. To give you the greatest flexibility possible, the RT interface allows you to select from nearly all ticket values, but not all combinations of group by criteria will make sense or create a helpful chart. If you select some options and produce a chart that looks jumbled, consider again what you're trying to visualize from the data.

Calculated Values

The Calculate section of the RT charts interface allows you to generate charts with calculated time values. You can select time values used in time tracking (e.g., TimeWorked) and calculated values from the various timestamps on tickets like Created, Resolved, etc. Once you have selected the values or ranges you want to view, you can choose to see an Average, Total, Maximum, Minimum or a summary presenting them all.

Viewing Ticket Response Times

As described above, the Calculate section allows you to pull out durations like how long it took for tickets to be opened, which is the difference between Created and Started. To create a chart with this information, we first create a new search to return all resolved tickets for a select group of queues we're interested in. You could also add some date criteria to narrow the search to a range of time as in the previous example.

After getting our result set and clicking on Charts, we select Queue from the „Group by“ section so we see data grouped by the queues we selected. In the Calculate section we select Created-Started from the first dropdown and the Summary option from the second dropdown and click „Update Chart“.

This generates a detailed chart with a bunch of time data for all of the queues we selected in our search. It's a little busy, so we might look at some of the other display options available in the second dropdown. What we're really interested in is the average time from Created to Started, since this will give us a general idea how long it's taking people to initially respond to requests.

The second dropdown in the Calculate section has an option for „Average Created-Started“. If we select that and update the chart, we see a nice graph of average time for tickets to be opened across all of the queues we selected.

Now perhaps we also want to see how long tickets stay active. In the Calculate section you can add Started-Resolved to the first „and then“ and select „Average Started-Resolved“ from the second dropdown. Click „Update Chart“ and you've now got a graphical view of how long, on average, tickets are waiting to be opened and how long people are working on them.

If you use RT for time tracking, you can create similar useful charts using TimeEstimated, TimeWorked, and TimeLeft.

Chart Style and Size

Charts default to a bar style, but you can display data as a pie chart by selecting pie in the „Picture“ portlet. You can also adjust the width height of the generated chart by entering a size in pixels. These width and height values are saved if you save the chart and are used if you include the chart on a Dashboard as well.

Saving Charts

Much like searches, you can save charts once you get them configured the way you want. The Privacy setting determines who else on the RT system will be able to see your saved charts. Note that this setting applies only to the chart itself and not necessarily the data included which may still be blocked from other users.

To save a chart, select a Privacy setting, give it a Description and click Save. Once saved, you can retrieve the chart later by coming to the chart page and selecting it from the „Load saved search“ dropdown and clicking Load.

When you save a chart, it also becomes available to the Dashboard interface. This allows you to go to Home > New Dashboard and create a Dashboard that shows the chart you have created. This can be very useful for charts you want to monitor frequently or create for others.

If you need to change a chart, load it, make your changes, then click Update. Delete deletes the saved chart and will also remove it from all Dashboards that are using it.

Business Objects Reporting

If you need more detailed reports, as the internal solution can offer, please request a BO Account for RT Universe at the BO Team, all other information you will get from BO Team.

RT Dashboards

RT's dashboard feature provides a convenient way to create your own pages focused on the tickets and charts you need. Dashboards are available right from the Home menu, can be set up individually or shared, and can even be sent out via email on a schedule. To show some of the dashboard features, we'll set up a dashboard and notifications to track outstanding invoice tickets.

There are several different rights you can grant to allow users access to the features described here. These rights are described in „Dashboard Rights“.

Creating a Personal Dashboard Saved searches and charts are the building blocks of dashboards, so to set up a new dashboard you first need to create and save a search that displays the ticket data you want. We want to view new and open invoice tickets and, for our example, assume we have an Accounts Receivable queue. On the ticket search page, we create a new search with this query:

  Queue = 'Accounts Receivable'
  AND (
      Status = 'new'
      OR Status = 'open' )
      

We also want to modify the sort order of the search to use Due rather than the default id. In the Sorting section, we select Due for the initial sort, then add Created as the second sort value. Finally, we set Rows per page to Unlimited so we don't miss any invoices.

Once you have those set, you can click „Add these terms and Search“ or „Update format and Search“ to see the results. If it's still not quite right, you can click „Edit Search“ in the submenu and continue to refine things.

When you're finished tweaking the search, return to Query Builder page again so you can save it. Under the „Saved Searches“ box, type „Outstanding Invoices“ in the Description box. For now, leave Privacy set to „My saved searches“ and click Save. You now have a saved search you can use for your dashboard.

To create the dashboard, select Home > New Dashboard. Type „Outstanding Invoices“ for the name and leave the privacy set to „My Dashboards“. Click Create and the new dashboard is created.

Now we want to populate the new dashboard with the saved search we created. Click Content in the submenu to go to the content selection page. Dashboards allow you to put content in the main body or the sidebar, much like the default RT homepage, so you'll see a Body section and a Sidebar section to set the content. Find your saved „Outstanding Invoices“ search, select it, and click the arrow to move it to the righthand box and add it to the dashboard.

Click Show in the submenu and you'll see your new dashboard. Click Home to return to the „RT at a glance“ page and you'll see your new dashboard is in the Dashboards portlet on the right side of the page.

On dashboard pages, you can click on the title of any section and go to the search results page for the saved search. This makes it easy to find the saved search and update it, or modify it ad-hoc for a one-off search based on the saved dashboard search.

In this example we're only adding one search, but you can add multiple searches to each individual dashboard to track different types of interrelated information and see it at a glance. For instance, two queries, „outstanding invoices“ and „overdue invoices,“ could form a dashboard called „all outstanding invoices.“ Software engineers using RT might combine three queries, „bug fixes,“ „feature requests,“ and „documentation,“ into a dashboard called „our new release.“

Charts in Dashboards

You can also display saved charts in dashboards, creating a powerful visual of ticket data in a convenient page. To add a chart, start with a search, refine your query, then click Chart in the submenu in the Query Builder or Search Results page. Configure your chart as described in charts, select a Privacy setting, name it „Outstanding Invoices“, and click Save.

Return to the dashboard, click Content, and you'll see a new „Chart: Outstanding Invoices“ option in the Available column. Select it and click the arrow to add it to the dashboard. Now when you load the dashboard, the chart will be rendered right below the saved search.

Dashboard Menu Entries

In addition to having dashboards available on the „RT at a glance“ page, you can also add them to the Home menu. To modify the Home menu, select Home > „Update This Menu“ or „Logged in as“ > Settings > „Dashboards in menu“. You'll see the Customize dashboard page which is similar to the Dashboard Content page.

Select the dashboard you want, click the arrow to move it to the righthand column, then check your Home menu. You'll see your dashboard is now available from the menu.

As an RT administrator, you can populate the dashboard menu for other users on the system. Find a user using Search > Users or Admin > Users > Select, then click on the user to open the modify user page. In the submenu, you'll see a „Dashboards in menu“ option, and it works the same as the personal setting.

Group Dashboards

You're enjoying your new dashboard but it's time for some vacation and it would be nice for someone else in the accounting department to be able to use your dashboard while you're gone. RT makes this easy with group-level dashboards.

As we've seen, the dashboard is based on a saved search, so you first need to make that available. Go to the ticket search page (Query Builder), find your saved search in the „Load saved search“ dropdown, and click Load. If you are in a group, like the Accounting group, there will be an option in the Privacy dropdown called „Accounting's saved searches“. Select that option and click Update to make the search available to the Accounting group.

To update your dashboard, select it from the menu to view it, then click Basics in the submenu. Like on Query Builder page, you'll see your group listed in the Privacy dropdown. Assuming your group is Accounting, select „Accounting's Dashboards“ and click Save Changes.

Click on Content and you'll see a message that a query has been deleted and removed from the dashboard. This is because RT has detected that you have moved the saved search from personal to group privacy. Select „Outstanding Invoices“ from the Available column and click the arrow to add the group-based search to the dashboard.

All members of the Accounting group should now have access to your dashboard. They can now add it to their Home menu if they want. If other members can't see it, make sure you have granted sufficent rights to the group (see „Dashboard Rights“).

System-wide Dashboards

You can also set up dashboards for all users on your RT system. Follow the steps above for group dashboards, but for Privacy, select „RT System“ for the saved search and dashboard.

If you want to make sure everyone has the dashboard in their Home menu, you can set this globally as well if you are the RT administrator. The Admin > Global > „Dashboards in menu“ opens a page similar to the personal dashboard menu page, but it puts the selected dashboards into everyone's dashboard menu.

Dashboard Subscriptions

RT's dashboard subscription feature allows you to email dashboards based on a schedule you set. These scheduled dashboards can be particularly useful for time-based reports that you want to see on a regular basis.

To set up a subscription, go to the dashboard you'd like to have emailed and click on Subscription in the submenu. This will take you to the subscription page.

Select the frequency and timing you want and enter the email address the dashboard should go to. You can leave it blank to send mail to your RT email address. Click Subscribe and that's it, you'll start getting dashboards via email.

This feature requires the rt-email-dashboards script to be scheduled in cron as described in RT's README file.

Dashboard Rights

There are several rights you can selectively grant to allow users access to dashboard features. As with any RT rights, you can grant these to individual users (usually difficult to maintain over time), to system roles like Privileged, or to groups you define.

Since dashboards rely on saved searches, you need to grant „Allow loading of saved searches“ (LoadSavedSearch) for users to see the searches. You may want to also grant „Allow creation of saved searches“ (CreateSavedSearch) to allow users to create their own and „View saved searches“ (ShowSavedSearches)

For dashboards themselves, there are See, Create, Modify, and Delete rights for each of personal, group, and system dashboards. This allows you to select the right combination of rights for users and groups on your system. For subscriptions, there is a „Subscribe to dashboards“ (SubscribeDashboard) right.

RT Tickets

Ticket Overview

Overview 1

id

This term refers to the ticket ID number. Every ticket in RT has a number, different from every other ticket in RT, which is its main identity. Notice that you can select less than, greater than, equal to, or not equal to. These terms work exactly the way you learned in algebra; if you select 'less than', your results will come back with tickets that have a numerical id number lower than the ticket number you specified; 'greater than' and your results will be tickets whose id is larger than the number you entered, and so on.

Ticket ID is a quick way to cull a potentially large number of tickets from your search that are irrelevant, especially if you know for sure that, for example, the ticket you're looking for was made recently, i.e. above a certainly threshold of ticket ID, and vice versa. As with all the other parameters, it's yet another way to isolate and manipulate information in RT, if less exacting than some of the other options.

Subject

This term refers to the title, or subject, of a ticket, which appears as the subject of an email if you interact with RT in an email client, or as the title you see in a queue if you are working in RT itself. This criterion is straightforward. You can either include ('matches') or exclude ('doesn't match') a word or phrase from your search, and it will spit out all the tickets that have or don't have that word or phrase. Try using 'the' in both cases; there are surely a lot of tickets that both do and do not have 'the' in the subject of the ticket!

Queue

Queue specification is a great way to narrow your search. If you are a privileged user, i.e. you can log into RT and see more than just the tickets you own, you probably know the names of the queues you have access to. This criterion is pretty self explanatory: you're searching for a ticket either in or not in whatever queue you specify from the drop down menu. Choice of queue may affect what custom fields you can select to search on as well. Depending on how your RT is configured, some queues may have custom fields added to them that others don't because of custom workflows or pieces of information that are needed to capture for whatever entity the queue is representing. We'll dig into this more later.

Status

Status - The Query Builder allows you to search for a ticket based on what status it's in. RT ships with some default statuses, such as 'open', 'stalled', and 'resolved'. There is also the 'deleted' status, but RT does not search deleted tickets (they're gone for a reason!), so it does not appear as an option in the Query Builder.

Note that the statuses in the drop down menu are categorized by queues (more specifically, by lifecycle). Many queues probably share some basic statuses such as Open or Resolved, but avoid choosing a queue and then selecting a status that doesn't exist in that queue. Nothing bad will happen; you just won't get any results in your search!

Priority

Every ticket has a 'Priority' in the Basics tab toward the top of the ticket. The scale is 0 to 99, and the meaning of high and low depends solely on the decision of the people managing RT. This piece of metadata doesn't do anything in particular on its own unless there are certain extensions installed that either raise (or in rare cases lower) the priority over time in respect of the due date that can be set either automatically or manually when a ticket comes in, and can send notifications for these tickets as they become closer to due (PriorityAsString), or allow for the scale to be non-numerical, i.e. low, medium, high, or critical.

This search criterion is most useful to obtain a group of tickets, rather than one specific ticket. For example, one might be searching for all tickets owned by user X with priority 50, or maybe all tickets with requestor matching @google.com with priority 75.

Time

Time Estimated, Time Worked, and Time Left are each fields in The Basics tab and are manually updated as needed. This group of search criteria is a good way to find, for example, tickets that are nearing completion (Time Left less than 5 minutes), or tickets that represent large projects (Time Estimated greater than 40 hours).

SLA (Service Level Agreement) - An SLA determines the time limit a company has to respond to time sensitive issues. For example, Best Practical offers several levels of support, each with different windows within which Best Practical must answer the clients query. There may be other requirements attached to an SLA, but that is up to the company providing the service.

A searching example of when this metadata may be useful could be a manager needing to see all tickets that presently have a 1 business day SLA and wanting to make this a saved search that s/he can use in a dashboard for easy access.

  1. RT Main Menu
  2. New Ticket and Ticket Search
  3. Ticket Menu with Bookmark and Time Tracking
  4. Ticket Metadata
  5. Hide/Display unset RT Fields
  6. New Addon for quick update tickets
  7. Addon to add time estimated
  8. Addon to add time worked
  9. New Addon to add a Memo to a ticket
  10. Ticket History
  11. Show/Hide quoted Text
  12. New Feature: place pictures inside text message
  13. Attachment within a ticket entry
  14. Comment/reply/forward this transaction

Overview 2

Owner/Creator/Last Updated By/Updated by

Each of these terms refers to a user connected to a ticket. Whose task is this? Who made the ticket as a placeholder for the task in the first place? Who was the last person to change information on the ticket, including updating the ticket with a reply, comment, change in due date, or linking another ticket to it? Who has touched the ticket at any given time since it's creation?

Keep in mind that, with Last Updated by, even an indirect update to a ticket counts as an update, in particular listing ticket A as a 'referred to by' link to ticket B. If you visit ticket A, you'll see that the last transaction on the ticket (assuming nothing else has occurred since you link the tickets together) is 'reference added to ticket B', which counts as updating the ticket.

Requestor Email Address/Requestor RealName, etc..

Each of these titles, or roles (Requestor, Cc, Admin Cc, Watcher, Owner, Queue Cc, Queue Admin Cc, and Queue Watcher) refer to how certain users in the system relate to a single or a group of tickets. Each option is a piece of data that you can record about a user. Say, for example, you have the phone number, but neither the name nor organization for a certain Queue Admin Cc. If that data was recorded when the user was set up in the system, you can search for him or her using it, and so on and so forth for other data items per user.

Groups

A group in RT is a collection of users. Most often, a group is comprised of users who need the same rights to certain entities in RT: it's much easier to assign the rights to, e.g., read a queue, once to a group of people than it is to assign it 10 or 20 times individually to a bunch of users, thus making rights management, amongst other things, that much easier in RT. You could also assign a group the rights to be made watchers on a queue, use saved searches, and view saved dashboards.

  1. Ticket CustomFields Portlet
  2. New CustomField Type - Conditional Customfields
  3. New CustomField Type - Binary Customfield (marker will be stored as 0 or 1 inside the DB)
  4. New CustomField Type - Rich Text Field
  5. New Custom Roles besides the normal Requestor, Cc, AdminCc and Owner

Overview 3

  1. Overview about all attached Attachment to this ticket with link to download
  2. More about the requestor box, which displays some more information
  3. Ticket Reminders Display
  4. Create new Ticket Reminder
  5. Image displayed inline with Text

Overview 4

Dates

Each of the terms available (Created, Started, Resolved, Last Contacted, Last Updated, Starts, Due, Updated) are all events or milestones that can take place on any ticket in a default RT. Let's go through some of the terms that are unfamiliar.

Last Contacted

This means 'the last time we contacted them', i.e. the last time correspondence, which goes out to the requestor and Ccs was added to the ticket. Last updated means the last time anything was adjusted on the ticket, e.g. changing the status of a ticket, the time worked, adding a link to the ticket, or adding a requestor, adding a comment, amongst many other things. Starts is a field in the Dates box that you (or any user that has the proper permissions) can set so that the owner of the ticket knows when he or she needs to start working on the ticket. Due functions the same way and means when the ticket must be completed. Updated means the same as Last Updated, but will include all tickets with any update on the date you specify in the search, not just tickets that were last touched that day. You can search on these criteria either before, after, or on a specific date.

  1. Ticket Dates Portlet
  2. Addon to quickly add the Starts Date and set the ticket to stalled
  3. Addon to quickly add the Due Date and set the ticket to stalled
  4. A linked asset to a ticket displayed
  5. Add a new asset to this ticket.

Overview 5

Links represent different sorts of relationships between tickets, from simple allusions to related conversations across tickets to more complex systems that force resolving related tickets in a specific order to enforce a workflow. Below are the definitions of each sort of relationship and how one in particular may work with others that complement it.

Child

For a ticket to be a 'child', it must have a Parent ticket. You can create this relationship either by making both tickets and marking one as parent of the other, or one as the child of the other (in both cases the corresponding ticket will update itself with the opposite relationship).

Parent

Parent tickets have children tickets, all of which must be resolved before the parent ticket can be resolved.

How would one use this information in searches? Let's say you're using RT to manage a release of the software your company makes. Often times release managers will make a parent ticket for the release, and make each of the deliverables meant to be included in the release children tickets of it. When you go to the master ticket, in the Links box toward the top of the ticket, there will appear a list of all the children tickets. While this list is useful, it's a bit hard to read. To get a more visible and detailed list of the children tickets, which, again, are the various items to be included in the release, you can set 'Parent is' in the Query Builder and then the ticket number, which will retrieve the list of children tickets.

Similar searches can occur between other tickets that are linked together with other hierarchical relationships, such as Depends On and Depended on By. For that reason, making a master ticket for a project and then adding the substeps and tasks as dependencies to it is a useful approach.

Refers to

This ticket linkage is a nice way to note when two tickets overlap on subject matter, but do not depend on one another for a task. Either ticket can be resolved at any time without affecting the other. If you mark one ticket as referring to another, that other ticket will automatically update as being 'referred to by' the former ticket.

Reffered to by

This is the mirror of Refers to.

Depends on & Depended on by

This linkage enforces an order of resolution between tickets. A ticket (ticket 1) that Depends On another ticket (ticket 2) cannot be resolved before the latter ticket (ticket 2) is resolved. These criteria are useful in searching if you are looking to narrow results for a ticket or group of tickets that for one reason or another are dependent on one ticket, perhaps a bug fix that must occur before others can be fixed.

  1. Ticket Links Portlet
  2. Overview of linked tickets on this ticket
  3. Overview of referrers from this ticket to assets, articles and also websites.
  4. Formated text inside replies.

Overview 6

  1. New Addon to display also linked tickets inside ticket history. here you see an opened linked ticket
  2. this is the closed version

Ticket Menu

The main part of the ticket menu is equal for everybody and does nothing more, as pointing you to the correct ticket update pages. Only the „Actions Menu“ can be different from Queue to Queue or even from User to User. Here you can find all the actions you can do with your ticket. This actions are defined in the backend with the LifeCycle of the Queue. So, if your Actions Menu looks different, no worry, this is just a screenshot of my Super User Account. At least, you will find here Actions to reply/comment, or take/open/close a ticket.

Ticket Metadata

  1. Basics - Important ticket information can be found here. Depending on your personal settings you're also able to add your estimated and working times. A click on the queue name leads to a search for active tickets in the queue.
  2. Dates - Overview of the ticket related dates. You're able to „quick add“ dates here.
  3. Custom Fields - Depending on your queue settings you'll see the overview of queue related CustomFields here. CustomFields are user defined fields and may contain important information about the ticket. You're also able to search for the content of CustomFields.
  4. Links - This is a overview of your tick relation. DependsOn/DependedOnBy - this means, a ticket can only be closed, after the dependencies has been resolved Parent/Child - this is coming from Project management view of tickets RefersTo/ReferredToBy - With this you can link to almost everything, also WebSites and other
  5. People - Overview of the people related to the ticket. Owner: The person who is currently working on the ticket Requestors: The person who has created this ticket AdminCC: A person (probably a staff member) who has more than the normal rights. CustomRole: Depending on your queue settings you find some CustomRoles here (e.g. Change Manager). CustomRoles may have some special permission. Depending on your queue settings different roles will be notified by different actions.
  6. Attachments - Overview of the files attached to the ticket

If it's not possible to modify the metadata in the ticket directly you can just click on the headline (e.g. Basisc) and you're beeing forwarded to the page where you'Re able to modify the metadata. Please note that some metadata can't be changed (e.g. Created Date).

Ticket History

Every Update someone do to a ticket (Comment/Reply etc) creates a unique entry inside the tickets history. This entries can't be changed after the update takes place. Also every RT system update is stored inside the history. You have two different sort orders (check your user preferences) to get the history displayed:

  • Oldest (first) Transaction first
  • Newest Transaction on top

A ticket history can become very long during a ticket lifetime, as every update is stored here. The large history can be very confusing to new users and so we added the RT Addon HistoryFilter which cleans out all the system entries from the history display on the Ticket Display page, but if you use the HISTORY Link from the ticket, you will get the whole ticket History with all transaction of this ticket.

Ticket Basics

Follow the link „Basics“ from the Ticket Menu or press the Header of the Basics Portlet, will point you to the Basics Page of the actual ticket. Here you can change the basic Ticket Information like:

Basics

  • Subject
  • Status
  • Queue
  • Owner
  • Time Estimated
  • Time Worked
  • Time Left
  • Priority
  • Final Priority

But also, if defined at your queue, the Ticket Customfields (Figure 2)

Ticket People

The People link is used to see and change the people or groups involved in this ticket. It will also display all mail receivers for this ticket.

  1. To add new watchers to a ticket, you can search for Username, Mail and so on. Also RT internal groups can added here to a ticket.
  2. If you need to add a user by mail, just enter the mail address and select the watcher type
  3. Here you can see and change the ticket owner. Attention: A ticket can have only ONE Ticket Owner!
  4. This part shows all other Watcher of this ticket, and also CustomRoles will be displayed here. If you like to remove one, just mark the box infront of the user and press save changes. This Roles can have several users and also groups as members
  5. See who will get a mail and completly disable mailing for this ticket.

Default RT Roles

Owner: The person who is currently working on the ticket Requestors: The person who has created this ticket AdminCC: A person (probably a staff member) who has more than the normal permissions. CC: A person who is notified by ticket updates.

Custom Roles

Depending on your queue settings there might be some CustomRoles (e.g. Change Manager). CustomRoles may have some special permission to the ticket and will be notified by different actions. It's also possible to trigger actions based on CustomRoles.

Ticket Dates

A ticket has several Date entries like: Created, Starts, Started, Last Contact, Due, Closed

Not all of this Dates can be changed by the user (Created, Closed) but Starts, Due and also Started and Last Contact (which will also filled by RT itself) can be changed.

  • Created is set by RT at the moment, the ticket is created inside the System
  • Starts means the planned start date of this ticket
  • Started is the actual Timestamp, when the work started (changed form new to open)
  • Due is the planned date, when the ticket has to be done
  • Last Contact is the date, the last update to the ticket occures
  • Closed will be set by RT, if the Ticket reaches the first inactive state.

Some of them together create an Calendar Entry, if the Addon RTx::Calendar is installed:

  • Created → Closed
  • Starts → Due

Tickets can be linked against other Tickets, also outside your local RT Installation to other RT Installations. It is also possible to link a ticket against Assets and Knowledgebase Articles. RT has different kind of links:

  • DependsOn/DependedOnBy - this means, a ticket can only be closed, after the dependencies has been resolved
  • Parent/Child - this is coming from Project Management view of tickets
  • RefersTo/ReferredToBy - With this you can link to almost everything, also WebSites and other

  1. In the left part, you can view and delete exsisting links
  2. Here you can add new links of the described type of links. If you link against another internal ticket, the ticket number is enought, you have to link against an asset, use asset:123 or an article, then use a:123
  3. A spcial kind of link is merge, which merges 2 tickets into a single one. Please be careful if you use this, this kind of „linked“ tickets can't be unmerge later!

Ticket Graphs

If you work with lots of linked tickets, you can easily loose the overview and miss some important updates. To keep an better overview, RT introduced a graphical display of linked tickets. You can now see the status and many more information of every ticket linked to yours. This linked ticket graph can also be saved as a „SavedSearch“ and placed inside a DashBoard

Ticket Reminders

Reminders can be attached to a ticket to notify you take some action on the ticket. Although there are fields like „Due“ on tickets, some tickets have dependencies or sub-tasks that need to be completed before you can do the ticket. For a „Deploy New Certificate“ ticket, for example, you may need to remind yourself to order the new cert first.

Reminders are sort of mini-tickets and in fact they are implemented as tickets themselves.

Each Reminder has:

  • Subject
  • Owner
  • Due date
  • Status (new, open, resolved, …)

Creating a Reminder

Reminders are attached to tickets, so you create them in the Reminders section of the ticket display. Once you give it an Owner and a Due date, the Reminder will appear on the Owner's „At-a-glance“ page by default.

If you don't see reminders, it may be turned off. Display of reminders can be disabled with the $EnableReminders flag in RT_SiteConfig.pm. By default, reminders are turned on.

Email Reminders

While seeing reminders in the web display is handy, you may also want to send out email based on reminders that are due or are soon to be due. You can use the rt-crontool utility to schedule a job to send these emails for you.

To schedule the reminders, add a line like the following to your RT crontab:

  0 6 * * * root /opt/rt4/bin/rt-crontool \
                 --search RT::Search::FromSQL \
                 --search-arg 'Type = "reminder" and (Status = "open" or Status = "new")' \
                 --condition RT::Condition::BeforeDue \
                 --condition-arg 2d \
                 --action RT::Action::Notify \
                 --action-arg Owner,AlwaysNotifyActor \
                 --transaction first \
                 --template 'Reminder'

If you have modified the status values for reminders such that you have more active statuses than „open“ and „new“ you should add them as part of your „FromSQL“ query. You typically won't want to send out email on „resolved“ reminders, but you could add that to the query as well.

The argument to RT::Condition::BeforeDue is an amount of time in the form „1d2h3m4s“ for 1 day and 2 hours and 3 minutes and 4 seconds. As shown in the example, single values can also be passed. The run frequency in your crontab should be consistent with the time period you set to avoid missing reminders.

The template value refers to a Template in your RT system. You can use the default Reminder template or create your own in Admin > Global > Templates > Create. You can look at the default template for examples of the values you can use to populate the email.

Ticket Jumbo

On the Ticket Jumbo page, you can update everything single item from a ticket at once. It has all the options from a ticket at one large update page.

Ticket CustomFields

A Custom'Field' (CF) is a user defined property. Each custom field has a Name, Description and Type. CustomFields can apply to tickets, ticket transactions, queues, groups, users, articles, assets.

RT supports the following CF types:

  • Select one value
  • Select multiple values
  • Check/Uncheck (new)
  • Enter one value
  • Enter multiple values
  • Fill in one text area
  • Fill in one richtext area with wysiwyg editor (new)
  • Fill in one wikitext area
  • Upload one image
  • Upload multiple images
  • Upload one file
  • Upload multiple files
  • Combobox: Select or enter one value
  • Enter one value with autocompletion
  • Enter multi values with autocompletion
  • Select date
  • Select datetime
  • Enter one IP Address
  • Enter multiple IP Addresses
  • Enter on IP Address Range
  • Enter multiple IP Address Ranges

You can link the content of a CustomField against other Websites and many more. It is also possible to create a business logic with the new Custom Field Addon „Conditional CustomFields“ and at least, you can make Customfields mandatory at different Ticket stages. For Select CustomFields, you can also define different Render Types (Dropdown, Select Box, List) and default Values, which will be prefilled if you open a ticket.

Custom field groupings

  • Display CFs in configurable groupings (boxes) on the ticketdisplay/edit pages
  • Includes arbitrary grouping names as well as standard ticket groupings (Basics, Dates, People, Links, etc.)

Bookmark a Ticket

Normally you follow a tickets lifecycle as Owner, Cc or AdminCc, but in all this cases, you are directly involved with this. If you only like to check the progress of a ticket, without been added as one of the roles, you can bookmark a ticket by pressing the „Star“ sign at the right hand of the Ticket Menu. All bookmarked tickets will be shown also at the RT At A Glance Pages Portlet „Bookmarked Tickets

Time Tracking

With this new feature of RT, you can track your time you spent on a single ticket. If you click the stopwatch sign, an popup window will open and start counting. If you are done with your work, you can enter an additional comment and use the arrow up sign to upload the time to the ticket.

As you can see at the red marked items, the time Worked has updated by 1 minute and also the history has got an update with the comment you entered.

As you can see in the last picture, not only the time is tracked, also who worked how long on this ticket.

Reply/Comment on a Ticket

Reply vs. Comment

You have two different ways to communicate within a ticket. First is a reply, which will sent out a mail to all involved persons and the requestor. The reply window is marked red as a hint, to be careful what you are writing. The comment is only internal and will never sent out a mail to the requestor. The comment windows is marked lightyellow.

Here you see a typical reply window inside RT. The Message Field is marked red that you know, there is a mail sent out to the requestor, so be polite in your message. The Ipdate Type (comment/reply) can be changed if you pressed the wrong button (fig. 1). During a ticket reply/comment, you can also change the Status, Owner and also Customfields.

The Message window offers also a WYSIWYG Editor, you can open it by pressing the arrow down sign at the top right of the Window. (fig.2 ) If you need to attach a file, you can click the „drop files here…“ -grey marked area or drag and drop files to this area. If you need to reattach and already attached file, you will get a file list below. you can reattach this by marking this file.

This picture shows the same window, but with update type „comment“ and a lightyellow colored Message box. The rest is working the same way.

Quoted Reply/Comment

The documentation above explained how to create an empty comment or reply. If you have the need to quote some text from the original ticket information, you can use the „Reply/Comment“ buttons from the Ticket History, this will open a reply/comment window with the text from that transaction as quoted text.

In (fig.2) this picture you can see, how a quoted message looks like.

In (fig.2) this picture you can see, how a double quoted message looks like.

This picture shows a text inside the history together with a hided quoted text, if you like to the see quoted text, just click on the „show quoted text“ link (fig.1)

You can also use the „Show all quoted text“ link from the top of the history, which open every quoted text fields.

Last picture here shows a double quoted text. Every new quote will get an additional „|“ in front.

Attachment Handling

With the new release of RT, that attachment handling has a lot of improvement, like „drag & drop“ attachments, select and upload multiple attachment and also reattach exsisting attachments to a reply. Another nice feature, if you type somewhere the word „attachment“ or „attached“ or similar words, RT will remind you below the message window, that you possibly forgot to upload an attachment.

Clone Ticket or Transactions

See „RT::Site::KuehneNagel::CloneTicket“ from the Addons at the end of this document

RT Articles

Articles are a way of managing stock answers or frequently asked questions. Articles are a collection of custom fields whose values can be easily inserted into ticket replies or searched and browsed within RT. They are organized into classes and topics.

UI

The user interface to Articles is available from the Articles menu. Admin functionality can be found under Admin → Articles. Once configured, articles will become available for searching on the Reply/Comment page on tickets. There are „Configuration Options“ to make Articles available on ticket creation.

For the Articles menu to be visible to your Privileged users, you must grant Privileged the ShowArticlesMenu right globally (Admin → Global → Group Rights). You may grant the right as selectively as you wish if, for example, you only want a certain group of your users to use articles.

Basics

You will need to make some decisions about how to organize your articles. Articles will be organized into one Class and multiple Topics. They will use Custom Fields to store their article data. These Custom Fields can be configured on a Class by Class basis. Classes can be made available globally or on a per-Queue basis.

Organization

Classes

Classes are equivalent to RT's queues. They can be created by going to Admin → Articles → Classes → New Class. Articles are assigned to one Class. When you create Custom Fields for use with Articles, they will be applied Globally or to a Class, like Custom Fields are applied to a Queue in RT.

A common use for Articles is to store frequently used replies for requestors, like troubleshooting steps or how to sign up for a new account. When you insert Article text, you may or may not want to include the Article name and summary, in addition to the content, when inserting the Article in a reply. You can control this behavior on the Class configuration page.

Classes need to be Applied, just like a Custom Field, by using the Applies To link on the Modify Class page (Admin → Articles → Classes, select the class to modify). You can apply them globally or on a queue-by-queue basis.

Topics

You can also use Topics to organize your Articles. While editing a Class, there is a Topics tab for Class-specific Topics. You can create global Topics from the Global tab under Admin.

When editing Topics, type the name (and optionally description) of the Topic, and then click the button at the appropriate location in the Topic hierarchy. This should allow you to build a tree of Topics. This tree of Topics should show up when creating or modifying articles in the class. These can be arbitrarily nested.

Global Topics will be available for all Articles, regardless of their Class. Articles can belong to both global and Class-specific Topics.

Article topics can be set from the Modify screen for the article – simply select as many topics as you desire from the list at the bottom of the screen.

Custom Fields

Articles don't have a single „body“ section for each article. Everything is a custom field (except for name, summary and some other basic metadata). So to put information on an Article, you need to create some custom fields to hold the Article body and other data. When you create these new Custom Fields, set the Applies To field to Articles.

Once you've created your Custom Fields, go into your Classes, click on Custom Fields, and add the Custom Fields you want to each Class. Alternatively, use the Applies To link from each Custom Field.

Creating Articles

You can create an Article from scratch by going to Tools → Articles → New Article and then picking which Class to create the Article under. You must have a Class to assign the new Article to. The Summary, Description and Custom Fields will all be searchable when including an Article and you can control what Custom Fields end up in your Ticket from the Class configuration page.

Extracting an Article

You can extract the body of a ticket into an article. Within RT, you should now see an „Extract to article“ button in the upper right hand corner of RT's UI when working with tickets. When you click that button, RT will ask you which Class to create your new Article in. Once you click on a Class name, the Ticket's transactions will be displayed, along with a set of select boxes. For each transaction, you can pick which Custom Field that transaction should be extracted to. From there on in, it's just regular Article creation.

Including an Article

When replying to or commenting on tickets or creating tickets, there is a UI widget that lets you search for and include Articles in your reply. (They're editable, of course).

Articles can be included by searching for them, knowing the Id of the article, using the Article Hotlist and using the Queue-specific dropdown.

Queue-Specific List of Articles

You can use Topics to organize a set of Queue-specific Articles. Simply create a global Topic called 'Queues' and then create Topics under Queues named after each of your Queues. Within each Queue-named Topic, create some Topics and then assign Articles to those sub-topics. This creates a hierarchy like this:

Queues → General → Topic 1 → Topic 2

If you are replying to a Ticket in the General Queue you will be offered a choice of Topic 1 and Topic 2 along with the searching. After choosing Topic 1 or Topic 2, you will be given a list of relevant articles to choose.

Alternately, you can now implement this by applying a single Class to your Queue and using the „Article Hotlist“ feature described below.

Article Hotlist

The Modify Class page has a checkbox labelled „All Articles in this class should be listed in a dropdown of the ticket reply page“. If you select this for a Class, a dropdown will be available on the Ticket Create or Update page which allows users to quickly include Articles in this Class.

The Class needs to be set up and Applied for the dropdown to appear (see „Classes“).

SelfService Interface

If you grant the Unprivileged user group the right ShowArticle, they will get a Search box at the top of their interface. This allows users to look through your Articles for answers to questions before creating a Ticket.

RT Assets

Assets start as a small set of fundamental record data upon which you build custom fields (CFs) of any type you like to describe the assets you want to track. By themselves, before you setup any CFs, assets are not very useful.

Just like tickets are assigned to queues, assets are assigned to catalogs. The default catalog is named „General assets“, but we suggest you rename it and add additional catalogs to better fit your organization.

You may want to use catalogs to separate assets into departments, general type of asset, hardware vs. software, etc. Catalogs, like queues, are generally easiest to work with when there's more than few but less than many dozen. The catalog of an asset should represent some fundamental quality of it (and many other assets!), that could just as easily be expressed as a custom field, but which is more important than other qualities for categorizing, sorting, and searching.

If you have more questions regarding assets, please go in touch with our Team, we will support you to implement Assets for your Team.

RT User Settings

General Settings

  1. Choose a preferred default Queue for creating new tickets
  2. Do you prefer Dropdown Boxes or Autocomplete Boxes for Users / Queue?
  3. Do you like to have your normal Search Results Display or a SideBySide Version with Preview?

Mail and Ticket Create Settings

  1. Normally RT will not sent mails to you for updates you do to a ticket. If you like to get them, activate this option.
  2. Here you can choose how RT should sent mails to you, you can also turn of Mailling (if you are on holidays etc.)
  3. If you have configured a Signature for your User Account, then you can choose with this option where to display it.

Ticket Display Settings 1

  1. Will you see the oldest or newest update to your ticket first in your Ticket History
  2. Choose how RT will load your ticket. the new default is to load the history after the rest of the page is loaded, which speeds up your ticket display massivly
  3. With this new option, as replacement for an older Addon, you can turn off the display of empty and unset fields.
  4. A ticket history can be very long and full of technical entries, which are not important to most users. with this new default setting, all technical entries are turned off by default and only create/reply/comment are displayed. If you use the „History“ button from the Ticket menu, you will get the full history

Ticket Display Settings 2

  1. Activate Due Date Buttons for Ticket Dates Portlet
  2. Show history of linked tickets below original tickets history
  3. Activate the Time Estimated input field
  4. Activate the Time Worked Input Field
  5. Activate the new Portlet Quick Update at the Ticket Display page
  6. Activate the new Function „Recurring Tickets“ at the Ticket Display page
  7. Activate the Side by Side Ticket Display page
  8. Activate the Start Date Buttons for Ticket Dates Portlet

AboutMe

  1. Change your Language and Timezone
    1. RT is translated into 25+ Languages
    2. Choose your timezone and RT will display the correct times, converted from internal UTC into your Timezone
  2. If you like, you can enter your contact details, phone numbers etc. this will be displayed at the „More about User“ Portlet
  3. Like Outlook, you can have also a Signature at every reply
  4. If you need to change your password, this is the right place. First type your actual Password, and then twice the new password
  5. Enter your location information if you like, this makes it easier to contact you.

RT Addons

Some hints regarding Addons

Attention: Some of this Addons are not turned on by default, but every user can activate them at his user preferences if needed! This Guide will mark the Addons with User Preferences directly at the Addon Description.

RT::Extension::CustomFieldsOnUpdate

Usally, Ticket CustomFields are not display during a ticket transaction. If you update a ticket (comment/reply) Transaction Customfields are mostly there, but with this addon, you can also change directly Ticket Customfield during Ticket Updates.

RT::Extension::DueButtons

Already at our old RT Installation, we had this Due Buttons inside the Dates Portlet of the ticket display page. With this new release, every user has the option to turn them on or off.

You can activate or deactivate this Buttons at your local user preferences page.

RT::Extension::ExcelFeed

This new Addon is a replacement for the old RT::Extension::SearchResults::XLS which had Problems with larger Exports. This new version should prevent this by sending „keep alives“ to the Webserver. For real reporting, please use our Business Objects Reporting for RT.

RT::Extension::JSGantt

This addon offers a GANTT view of linked tickets.

RT::Extension::QuickAddTimeEstimated

To save some clicks and time, we added new input fields to the ticket display page. With this new fields, you can enter Time Estimated values to the ticket without entering the ticket basics.

You can activate or deactivate this Field at your local user preferences page.

RT::Extension::QuickAddTimeWorked

To save some clicks and time, we added new input fields to the ticket display page. With this new fields, you can enter Time Worked values to the ticket without entering the ticket basics.

You can activate or deactivate this Field at your local user preferences page.

RT::Extension::QuickUpdate

There are several cases, you directly need to change some ticket basics (wrong queue, wrong status etc.) and with this new addon, you can save the time to first load the ticket basics page, do your changes and go back to your normal view. With this, you can change this information directly from the ticket display page.

RT::Extension::ResetPassword

If you have forgotten your password, you can use this addon from the RT Login Page to reset your password. You have to enter your Mail Address and RT will sent you a link where you can enter your new password. Please don't call our Support Hotline to request a new password.

RT::Extension::ShowRelations

Show Ticket relations in a table view. This new version don't come back with error, if a ticket is linked to an article or asset.

RT::Extension::SideBySideView

With this addon, you can switch your ticket display page from the normal view (which is perfect for small screens) to a Side by Side view (for Wide Screens) and will display the ticket meta data besides the ticket history. You can turn it on or off at your user preferences.

Normal Ticket Display

Side By Side Ticket Display

RT::Extension::StartsButtons

Already at our old RT Installation, we had this Starts Buttons inside the Dates Portlet of the ticket display page. With this new release, every user has the option to turn them on or off.

You can activate or deactivate this Buttons at your local user preferences page.

RT::Site::KuehneNagel::CloneTicket

We had several use cases in the past to clone complete or partial tickets. Together with the Vendor of RT, we developed a new Addon to offer this option. You have two different ways to clone a ticket.

  1. Clone the complete Ticket and choose the transactions you need
  2. Clone only one Transaction

Additionally you can choose different link types. We renamed the link type slightly to make it easier to understand. We have Pre/Post Task (Depends on/Depended on by) and Parent / Child Task (Perent/Child Tickets) and a least a full clone for both options.

You can find the option inside the Ticket Action Menu and also in side the history for every transaction.

The „Add parent, child, pretask, posttask, clone“ Functions from the Actions menu will create a complete clone of the ticket.

The „Add parent, child, pretask, posttask, clone“ Functions from the History Items will only clone the actual transaction.

As next step, RT is asking you in which queue you like to create the clone. (together with the addon remote create, you have also the option, to create clones at other RT Installations, like IB RT)

As you can see in this picture, the newly cloned ticket get a slightly different Subject Parent: original subject but all other items are taken over, also the customfields atc.

If you clone a complete ticket, the update page looks a little different, you can add some new messages and you can choose below the message box all transactions from the original ticket you need to clone. Simply mark the parts you need.

This is a cloned child ticket with only 1 transaction from the orignal ticket.

RT::Site::KuehneNagel::RemoteCreate

Together with the previous Addon, you can also create clone tickets at other RT Installations. We use this between global RT and Information Broker RT to have a clean communication.

RT::Extension-HistoryFilter

A Ticket History can become very large, because every update to a ticket will be stored and displayed inside the Tickets History. Most of this update are not important for your daily work and will also slow down the Ticket Display. At your user Preferences you can choose what kind of entries do you like (most sense makes create, comment, reply). All other entries are not loaded and displayed after activation. If you need to track the whole history, you can use the history link from the ticket menu, which will show the complete history to you.

This feature is the only feature, we turn on by default, because it saves a lot of time and bandwidth and make your RT much faster loading the tickets. And as we said, if you need the full history, you are only one click (History Link) away from it.

RT::Extension-Kanban

Kanban became an effective tool to support running a production system as a whole, and an excellent way to promote improvement. Problem areas are highlighted by measuring lead time and cycle time of the full process and process steps. One of the main benefits of kanban is to establish an upper limit to work in process inventory to avoid overcapacity.

A goal of the kanban system is to limit the buildup of excess inventory at any point in production. Limits on the number of items waiting at supply points are established and then reduced as inefficiencies are identified and removed. Whenever a limit is exceeded, this points to an inefficiency that should be addressed.

Beginning with this release, RT offers also a highly configurable KANBAN Solution inside RT, based on Tickets.

This screenshot shows an unconfigured KANBAN Lane. If you need to setup your own KANBAN, please let us know, we can implement this together for your needs. Btw. This is the first RT Addon, which uses sockets to communicate in Real Time, this means: If you change something inside the lane, your move will be displayed in real time to all other users too.

RT::Extension-LinkedTicketsHistory

  • Working with several linked tickets ends up mostly in several open browser tabs or heavy switching between tickets, only to check some information from linked tickets.
  • With this new Addon, you can speed up your working process. You can activate this addon at your user preferences.

  • Below your normal Ticket History, you will find every linked ticket but with minimized history. You can open every linked ticket history by using the Arrow Down Sign.

RT::Extension-Memo

This brand new Addon offers a Memo Field at every ticket. This memos are not part of the ticket and will not update the ticket history, this is something like a post-it on a book. To activate this Feature, please request additional rights at our global Support Team. We need to know which queue and group will use this. after this, you can use it if you like.

The Memo Addon also supports the internal WYSIWYG Editor, you can create nice, colored Memos with this.

See below some examples:

RT::Extension-PreviewInSearch

With activated addon, you can display a preview besides your search results. This will save a lot of time if you need to preview your Tickets.

  1. If you click on the left side on a row, you will get it displayed besides
  2. Preview with the most important information

RT::Extension-QuoteSelection

If you reply or comment with quotation from within tickets history, not all the time, the whole original content is needed. With this new Addon, you can select the parts of the content you need and then press reply/comment and you will get only the selected part of the content as quoted text inside your message.

RT::Extension-RepeatTicket

Repeating Tickets are very common to get a reminder about upcoming Events. Till now, we had to add on the system backend a „cron“ Job to create this tickets for you. From now, you can define this kind of Tickets by yourself, without asking us for support. Just activate the „recurrence“ and select the timeframe you need to get this ticket again.

RT::Extension-Richtext-Images

With this new Addon, you can drag and drop pictures directly into the text you write, it will be placed at the actual Cursor Position. This makes larger documentation with lot of pictures included easier to read.

Upload to the attachment box

  1. Drag the Picture directly into the Text field
  2. Don't use the normal Attachement Uploader if you like to have it place inside the text. You can use it, if you have to attach other document too.

Upload directly into message window

  1. Write your normal text inside the message window and then…
  2. If you like to attach a file in the normal way, just drag and drop it onto the Attach Box or click on the box to select one or more files.

See the difference

  1. The picture is placed directly inside the text at the correct position
  2. The picture is attached like a normal attachment and displayed below the text

RTx::Calendar

The Calendar Addon is already in place since 5 or more years. With this new release, the Extension was completely rewritten and comes with a new Design. All Tickets will create automatically an Calendar entry, because the Ticket Timestamp CreatedClosed will create the first. If you like to use the calendar, it makes sense to use the ticket timestamps StartsDue to see when a ticket needs to be processed.

The Calendar Addon offers also a Portlet, which you can put inside a Dashboard an many more.

From every Search Result, you can open the Calendar View to get an overview about all the tickets and Dates.

RT::Extension-RichtextCustomField

Another new Type of CustomFields are Richt Text Customfields. Here you have the same formatting option like inside the ticket reply/comment page.

RT::Extension-ConditionalCustomFields

With this brand new Addon, we can create Customfields which can have conditions to other Customfields. As Example, if you choose from OS → Unix another Customfield will be displayed showing only Unix OS Values, if you select Windows, the Unix field is removed and another Customfield with Windows Values is displayed.

RT::Extension-InlineAudioVideoAttachments

Media Files are an important part for business right now. In older RT versions, you had to store the files first and play locally. Now you can view them directly inside RT.

Removed RT Addons

RTx::AttachmentZip

This is an old addon and have been removed during errors with new RT release.

RT::Extension-TimedWork

This older Addon is replaced by RT's internal, much better solution. You can find more details about the new Version here: Ticket Time Tracking

RT::Extension-QueueDeactivatedScrips

This Addon is replaced by RT's internal Version, all exsisting scripts are converted to new Version.

RTx::AssetTracker

Our old Asset Management Addon is now completely replaced by RT's internal Version.

RT::Extension-AddAttachmentsFromTransactions

This Addon is obsolete, this functions is now out of the box included RT 4.4.2

RT::Extension-CustomField-HideEmptyValues

This Addon is now replaced by RT's internal Function. You can find it at the „Ticket Display“ Part of your User Preferences Page Page

RT::Extension-SpawnLinkedTicketInQueue

This addon is removed, the Version written for us is much more flexible.

RT::Extension-MessageBoxIncludeSignatureBeforeQuote

This addon is removed as it is part of RT Core now. You can find the settings at your Preferences Page at the „Ticket composition“ Part

RT Features

This is a complete overview of all Changes from RT 4.0.19 to RT 4.4.2. More details you can find at the Vendors Homepage.

RT Release Notes since RT 4.0.19

RT 4.0.20 Release Notes

This release is primarily a bugfix release; changes of note include:

General user UI

  • Resolve a regression in 4.0.19 wherein TITLE information was lost after parsing on the Advanced page (#29425)
  • Ensure that Sidebar / Body panes in dashboard configuration display in a consistent order.
  • Add Date and DateTime fields to bulk update.
  • Prevents „Can't call method „DependsOn“ on an undefined value“ error in bulk update if tickets were deleted.
  • Show links to tickets which are not readable by the user as numbers, not as blank titles.
  • Allow non-ASCII characters in passwords (#28784)
  • Add a „Reset“ button to revert homepage portlet formatting to the system default
  • Allow downloading attachments whose filenames contain a leading dot (#29700)
  • Prevent uninitialized value warning on search result pages with no query (#29699)

RT 4.0.21 Release Notes

This release is primarily a bugfix release; changes of note include:

General user UI

  • Granting rights to new groups no longer requires clicking in textbox twice in firefox (#29911)
  • Canonicalize CF values (including dates, IP addresses, and IP ranges) before comparing to the database value; this prevents spurious „changed from a to a“ messages.
  • Quick Create now defaults to the lifecycle's default create status, instead of hardcoding „new“

RT 4.0.22 Release Notes

This release is primarily a bugfix release; most notably, it reworks UTF8 data handling to work with versions of DBD::Pg 3.3.0 and above. On PostgreSQL, this requires a newer version of DBIx::SearchBuilder.

General user UI

  • Fix styling of „There are unread messages“ box in aileron
  • Keep date and datetime custom field inputs during failed ticket creation
  • Silence warnings from emails without Content-Transfer-Encoding headers
  • Silence warnings on user modify pages for disabled users

RT 4.0.23 Release Notes

This release is primarily a security release; it addresses CVE-014-9472, a denial-of-service via RT's email gateway, as well as CVE-2015-1165 and CVE-2015-1464, which allow for information disclosure and session hijacking via RT's RSS feeds.

As part of these security updates, RT's dependency on the Encode module has been changed, to Encode 2.64. If upgrading, be sure to run rt-test-dependencies to verify that your installed version of Encode meets this requirement; if not, you will need to install a newer version from CPAN.

Other changes include:

General user UI

  • Flush TSV download every 10 rows, for responsiveness
  • Pressing enter in user preference form fields no longer instead resets the auth token
  • Pressing enter in ticket create and modify form fields now creates or updates the ticket, instead being equivalent to „add more attachments“, or the „search“ on People pages.
  • Retain values in Quick Create on homepage if it fails

RT 4.0.25 Release Notes

We're pleased to announce the general availability of RT 4.0.25. This release introduces several important security fixes as well as a handful of bugfixes. Please be aware that we intend for the 4.0.25 release to be the final release of the RT 4.0 series and no further security or bug fixes will be published.

The list of security fixes is included below, followed by other improvements and bugfixes.

General user UI

  • Make sub-menus accessible on screen-readers
  • Respect the user's chosen units for Time Worked across page loads, instead of always defaulting to minutes (I#17985)
  • In Jumbo, preserve ticket basics so in progress changes persist after returning to the page
  • Fix a regression in 4.0.20 which caused some users to have blank homepages (I#30106)
  • Include the new Request Tracker logo

Internationalization

  • Update translations for: Arabic, Catalan, Czech, Occitan, Persian, Serbian, and Slovak

RT 4.2.0 Release Notes

We're incredibly pleased to announce the availability of RT 4.2.0 - the first release for the next major version of RT. This release adds exciting new functionality, as well as streamlining and generalizing the internals.

A partial list of the new features in RT 4.2.0 is included below, and on http://bestpractical.com/rt/whats-new/

  • Much improved reporting via search result charting
    • Multiple group by and statistic calculations in a table
    • Time statistics such as average, minimum, and maximum durations between Created and Resolved, Created and Started, Started and Resolved, and more.
    • More robust layout of charts
  • Increased performance for searches and ticket pages
    • Faster searches on all databases (especially Pg)
    • Ticket pages load quicker
    • Menus load before the rest of the page is loaded
    • History is loaded asynchronously
    • Faster serving of static assets
  • Scrips per queue
    • Apply scrips globally or ad-hoc to individual queues, a la custom fields
    • Less duplication of scrips and/or need for empty templates
  • Custom field groupings
    • Display CFs in configurable groupings (boxes) on the ticketdisplay/edit pages
    • Includes arbitrary grouping names as well as standard ticket groupings (Basics, Dates, People, Links, etc.)
  • User summary pages
    • Display information about users such as tickets, history, groups, etc.
    • An extended „More about requestors“ page for any user
    • Easy to get to via links and user search
  • HTML templates enabled by default for new installs, available for upgrades too
  • History improvements
    • Rich text/HTML messages are preferred for display by default
    • Images are inlined with text in ticket history display instead of presented at bottom
    • Clickable users, tickets, articles, and other items
  • Many interface improvements, such as:
    • Per-user preferences for the dashboards which appear in the Home menu
    • Floating page menu for quicker access to ticket actions, subpages, etc.
    • Autocomplete for ticket links, including when merging
    • Autocomplete available to self service users
    • Improved CF and links display in search results
    • Sticky simple search for quick search refinements
    • Attachments on reply can no longer be mixed up when replying to multiple tickets at once
    • ReassignTicket right to assign tickets without stealing first; useful for managers
  • S/MIME support integrated with GnuPG support
    • Decrypt and verify incoming GPG and SMIME messages
    • Send all outgoing messages as either GPG or SMIME

RT 4.2.1 Release Notes

Features

  • Allow bulk update to delete _all_ CF values for a given CF
  • Support CF.Foo in columnmaps, in addition to CF.{Foo} and CF.{Foo}
  • Autocompletion CFs now autocomplete in search builder
  • Support cascaded selects with any combination of listbox, dropdown, and radio button
  • Support ShowUnreadMessageNotifications in SelfService

RT 4.2.2 Release Notes

This release is primarily a bugfix release; of particular note is that it contains schema changes for MySQL. Though the changes are limited, it is especially important to take, and verify you can recover from, a database backup prior to upgrading.

Also notable is that this release fixes a bug in 4.2.0 and 4.2.1 where failures of the HTML-to-text conversion would silently cause mail to fail to be sent. When using the rich text editor, RT will also now quote the the HTML parts of email, and not simply their text equivalents.

Other changes include:

General user UI

  • Stop localizing custom field names, for consistency
  • Show a useful error on „show outgoing mail“ if the user has no rights to see the page, rather than displaying an empty page.
  • Adjust UI to not block header on „show outgoing email“ page
  • Hide the Take and Steal menu items if you already own the ticket, closing a regression in 4.2.0 and above.
  • Autocompletion custom fields now properly autocomplete when placed in custom field groupings
  • Improve rendering on Internet Explorer 6
  • Fix cascaded custom fields on Internet Explorer 8 and below.
  • Fix third-level cascading custom fields, broken in 4.2.1
  • Minor rendering bugs with Charts placed on homepages and dashboards
  • Whitelist „show outgoing email“ and chart results from CSRF protection
  • RT 4.0.7 introduced a performance regression when building ticket searches that query Links; switch back to a much better-indexed query.
  • Fix „Clone ticket“ functionality with Select-multiple custom fields.
  • Show the queue ID for the current queue in the ticket edit page, even if the user does not have SeeQueue; this prevents the user from accidentally changing the queue.
  • Respect custom field groupings on user preferences page

Query Builder

  • Warnings avoidance for searches with more than 1000 results.
  • Allow IS NULL to search for dates which are unset
  • Properly quote CF names containing non-ASCII characters in query builder, broken since 4.2.0
  • Add „UpdatedBy“ TicketSQL limit

RT 4.2.3 Release Notes

This release is primarily a bugfix release; notable changes include:

General user UI

  • Date and DateTime customfields now pass „mandatory“ validation if unchanged.
  • „1970-01-01“ is now treated as „unset“ for purposes of Date and DateTime validation.
  • Add Date and DateTime fields to bulk update.
  • Don't conduct a user search if no string was entered.
  • Signal if a user is disabled at the top of User Summary pages.
  • Resolve regression in 4.2, which caused warnings during ticket creation when transaction custom fields were applied.
  • Respect transaction squelching during GPG/SMIME signing and encryption. Lack of public key for a squelched user will no longer trigger errors, for instance.
  • Resolve regression in 4.2, where the recipient squelching checkboxes did not properly synchronize state between users who appeared multiple times.
  • Adjust the bottom edge of rolled-up tabs in ticket pages.
  • Sort data groupings in charts numerically, not ASCIIbetically, if they all appear to be numbers.
  • Ensure that Sidebar / Body panes in dashboard configuration display in a consistent order on perl 5.18 and above.
  • For strict DOM compliance, move a „name“ attribute on <div> to „data-name“.
  • Prevent „Can't call method „DependsOn“ on an undefined value“ error in bulk update if tickets were deleted.
  • Show links to tickets which are not readable by the user as numbers, not as blank titles.
  • Add a „ticket-active“ class, as well as the current status as a class, to ticket links on ticket display page.
  • Fix a regression in 4.2 which caused an error when a user with only limited rights (Watch or WatchAsAdminCc) removed themselves as a watcher from a ticket or queue.
  • Allow SeeCustomField on a single queue to show its custom fields during search if the search is limited to that queue.

RT 4.2.4 Release Notes

This release is primarily a bugfix release; notable changes include:

Notable new features

  • If indexed full-text searching is enabled, the simple search will search in both Content and Subject.
  • Align headers of collections to their content, by default. This right-aligns the „#“ header of ticket collections, for instance.
  • Send caching headers for all static content; this fixes a regression from RT 4.0, which correctly set caching headers on static images (#28640)
  • Re-order JS to optimize parallel resource fetching, and decrease load times
  • Allow LIKE and NOT LIKE with Status limits (#29654)

Localization

  • Updated localizations from Launchpad; new Persian translation
  • Better cluing of pluralization and quantified terms for translators
  • Remove untranslatable locstrings (#29798)
  • Fix extra/missing numbers in Czech localization (#29741)
  • Remove no longer translated right names from PO files
  • Disambiguate „M“ for „month“ vs „megabyte“

General web UI

  • Better splitting of phrases with numbers in ticket link autocompletion
  • Autocomplete email addresses in Forward page (#28441)
  • Allow non-ASCII characters in passwords (#28784)
  • Add a „Reset“ button to revert homepage portlet formatting to the system default
  • Remove uninitialized value warnings for upgrades from RT 3.8 (#17505)
  • Allow downloading attachments whose filenames contain a leading dot (#29700)
  • Prevent uninitialized value warning on search result pages with no query (#29699)
  • Hide user summary links in mobile UI, as there is no user summary page for mobile (#28788)
  • Always add the trailing delimiter when autocompleting multiple-entry objects, such as email addresses
  • Compress PNG images to decrease initial page load times
  • Avoid „That is already the current value“ warning when changing between two queues with differing lifecycles but a same-name mapping
  • Don't nest <a> tags to User Summaries in queue watcher page
  • Require that saved searches have names in order to be created (#20210)
  • Give a proper error when attempting to merge a ticket into itself (#26407)
  • Searching for „ip version 6“ no longer limits to ticket 6; the 6 is instead searched for in the subject. (#22470)
  • Give SystemError transactions their own CSS style
  • Fix ticket link autocompletion during ticket creation
  • Require that one or more addresses be provided to forward (#25308)
  • Respect the „color“ attribute in HTML mail (#28389)
  • Rework the JS that prevented form resubmission; instead of disabling the submit button (which interacted poorly with the browser's back button), instead use an attribute on the form (#27489)
  • Squash warnings triggered by query builder when more than 50 different users had OwnTicket
  • Serve rich text editor JS with the rest of the compressed JS; this ensures that it is better cached

RT 4.2.5 Release Notes

This release is primarily a bugfix release; most notably, it explicitly updates a dependency to fix a previously-announced security vulnerability, resolves two serious bugs in the serializer, and fixes the „paste“ feature in the Rich Text editor.

General web UI

  • Force CKEDITOR_BASEPATH; this fixes errors during pasting into the Rich Text editor (#29780, #29987)
  • Ticket autocompletion (for links) is more predictable when completing on strings containing numbers (#25755)
  • Fix „Show Outgoing Email“ and Reply/Comment/Forward links in Approvals (#29800)
  • Correctly decode text/html parts of old (RT 3.6.5 and prior) emails

Internationalization

  • Updated localizations (German, Greek, Slovak, Lithuanian)

RT 4.2.6 Release Notes

This release is primarily a bugfix release; of particular note is that it contains schema changes for MySQL. Though the changes are quite limited, it is especially important to take, and verify you can recover from, a database backup prior to upgrading.

Also of note, it fixes a regression in 4.2.5 regarding unsetting core date fields, and now allows HTML tables in ticket history if the optional HTML::Gumbo module is installed.

General web UI

  • Fix a regression introduced in 4.2.4, which caused lack of formatting of plain text when responding via the rich text editor.
  • Allow tables in HTML mail if the optional HTML::Gumbo dependency is installed
  • Fix a regression in 4.2.5 which prevented core date fields (Due, Starts, etc) from being unset (#30180)
  • Hide empty transaction custom fields when they have no value; this fixes a regression in 4.2.1 where transaction custom fields began displaying on all transactions. (#29757)
  • Allow searching on requestor city, state, zip, and country in query builder (#26960)
  • Don't attempt to parse IP/Date(time) CFs if the value is NULL; this prevents warnings.
  • Remove border-radius: 0 to allow Firefox to use native text entry widgets (#28233)
  • Allow Firefox to reflow the data table below the chart on rudder
  • Whitelist user search from CSRF restrictions
  • Only include closing paren in MakeClicky link if it included an open paren (#29064)
  • Canonicalize CF values (including dates, IP addresses, and IP ranges) before comparing to the database value; this prevents spurious „changed from a to a“ messages.
  • Allow downloading 0-length files if they have a filename (#9050)
  • Quick Create now defaults to the lifecycle's default create status, instead of hardcoding „new“
  • Show Wikitext CFs in bulk update
  • Add autocompletion to link boxes on bulk update

Internationalization

  • Add localization strings for Articles admin pages
  • Add localization strings for user „Create Ticket“ user summary portlet
  • Add new #loc{key} form, to allow for more concise Lifecyles in config
  • Updated German translation

RT 4.2.7 Release Notes

This release is primarily a bugfix release; most notably, it reworks UTF8 data handling to work with versions of DBD::Pg 3.3.0 and above. On PostgreSQL, this requires a newer version of DBIx::SearchBuilder.

It also includes a minor database upgrade step; no matter how minor, do not forget to take (and test) database backups before upgrading.

General user UI

  • Fix algorithm for determining which links to display in ticket relationship graphs with a MaxDepth
  • Use „Correspondence added“ or „Comment added“ rather than the general „Message recorded“
  • Loading saved charts should load all of their settings (#29015)
  • Stop fixing the width of „New ticket in“ button (#27649)
  • Record transactions in ticket history when attachments were dropped or truncated due to $MaxAttachmentSize
  • Still delay transaction loading when „full headers“ have been requested
  • Add an „overdue“ class on Due columns, to match DueRelative columns.
  • Only show „overdue“ class if the ticket status is still active
  • Fix styling of „There are unread messages“ box in aileron
  • Keep date and datetime custom field inputs during failed ticket creation
  • Silence warnings from emails without Content-Transfer-Encoding headers
  • Silence warnings on user modify pages for disabled users
  • Let custom field grouping boxes link on Display pages link to the appropriate anchor on editing pages (#30195)

Localizations

  • Localize „Recursive“ column title in group memberships page
  • Additional missing locstrings for numerous titleboxes
  • Stop translating titles piecemeal in SelfService (#14736)
  • Updated Catalan, German, Basque, Italian, Japanese, Dutch, Brazilian Portuguese, and Russian translations

RT 4.2.8 Release Notes

This release is primarily a security release; it addresses CVE-2014-7227, a vulnerability in RT's SMIME integration enabled by CVE-2015-6271 and related vulnerabilities, known as „Shellshock.“ Systems which have patched bash are not vulnerable to CVE-2014-7227.

It also addresses a minor error in the 4.2.7 upgrade step on Oracle; for Oracle users who had already upgraded to 4.2.7, the 4.2.8 upgrade step properly runs the same alteration. There is no database change for non-Oracle installs.

General user UI

  • Properly hide ticket list when MoreAboutRequestorTicketList is set to „None“

Localizations

  • Allow text in Squelch box on ModifyPeople page to be translatable.
  • Updated German, Basque, French, Hungarian, and Russian translations.

RT 4.2.9 Release Notes

RT 4.2.9 is a bugfix release and includes a fix needed to release RTIR 3.2.0.

General user UI

  • Fix Subject header during ticket printing (#30362)
  • Comparisons of long text Custom Fields were erroneously reporting updates (#30378)
  • Broken logo link for the mobile UI when used with $WebPath
  • No longer leak base64 data to non-english users who change a Dashboard subscription and futureproof for other Attribute updates (#24665)
  • Previous column selection is remembered when updating search formats (#16972)
  • Charts could return quadrupled data for aggregate data (such as Time Worked) depending on your rights configuration.
  • Charts can now be grouped by Priority
  • Ticket Creation form now leaves Requestor blank on page reload if you cleared it out.

Localizations

  • „check to delete all values“ is now localized

RT 4.2.10 Release Notes

RT 4.2.10 contains important security fixes, as well as minor bugfixes.

This release is primarily a security release; it addresses CVE-014-9472, a denial-of-service via RT's email gateway, as well as CVE-2015-1165 and CVE-2015-1464, which allow for information disclosure and session hijacking via RT's RSS feeds.

As part of these security updates, RT's dependency on the Encode module has been changed, to Encode 2.64. If upgrading, be sure to run rt-test-dependencies to verify that your installed version of Encode meets this requirement; if not, you will need to install a newer version from CPAN.

This release is also a bugfix release; most notably, it addresses a bug which causes RT to generate blank outgoing text/plain parts. This fix requires installing the HTML::FormatExternal module, and having an external tool (w3m, elinks, etc) installed on the server.

It also introduces indexed full-text searching for MySQL without the need to recompile MySQL to use the external Sphinx tool; instead, a MyISAM table is used for indexing. On MySQL 5.6 and above, an additional InnoDB table can also be used.

The complete list of changes includes:

General user UI

  • Speed up the default simple search on all FTS-enabled installs by not OR'ing it with a Subject match. This returns equivalent results for almost all tickets, and allows the database to make full use of the FTS index.
  • Pressing enter in user preference form fields no longer instead resets the auth token (#19431)
  • Pressing enter in ticket create and modify form fields now creates or updates the ticket, instead being equivalent to „add more attachments“, or the „search“ on People pages (#19431)
  • Properly encode headers in forwarded emails that contain non-ASCII text (#29753)
  • Allow users to customize visibility of chart/table/TicketSQL in saved charts
  • Allow groups to be added as requestors on tickets
  • Perform group searches case-insensitively on People page (#27835)
  • Ticket create transactions for tickets created via the web UI now contain mocked-up From, To, and Date headers; this causes them to render more correctly when forwarded
  • Update wording of error message for saved searches without a description (#30435)
  • Flush TSV download every 10 rows, for responsiveness
  • Retain values in Quick Create on homepage if it fails (#19431)
  • Limit the custom field value autocomplete to 10 values, like other autocompletes (#30190)
  • Fix a regression in 4.0.20/4.2.4 which caused some users to have blank homepages (#30106)
  • Fix styling on „unread messages“ box on Ballard and Web2 themes
  • Fix format of Date headers in RSS feeds (#29712)
  • Adjust width of transaction date to accommodate all date formats (#30176)
  • Allow searching for tickets by queue lifecycle

RT 4.2.11 Release Notes

This release is a bugfix release; most notably, it improves indexing time for full-text search, as well as improving support for Apache 2.4 and MySQL 5.5. Interactive command-line tools (including upgrade tools) will now also default to displaying warnings to STDERR, to aid in awareness of potential errors.

The complete list of changes includes:

General user UI

  • If storing a transaction failed, note the failure obviously in the ticket history (#30419)
  • Make sub-menus accessible on screen-readers
  • Prevent Dashboard portlet from rendering with too many columns
  • Hint that a transaction is Correspondence, using red background, on Jumbo and Bulk Update pages as well.
  • Articles distinction between „no classes exist“ and „none visible to user“ (#30638)
  • Skip Articles Class selection page if there is only one valid option (#29975)
  • For consistency with other roles, don't attempt to send email notifications to owners that are disabled
  • Improve search performance when searching custom field values on users
  • Allow ModifyTicket to change nobody → someone else, without OwnTicket
  • Allow HTML5 <s> and <del> tags for the replaced <strike> tag
  • Respect the user's chosen units for Time Worked across page loads, instead of always defaulting to minutes. (#17985)
  • In Jumbo, preserve ticket basics so in progress changes persist after returning to the page
  • Make elements styled as .button render the same as other buttons
  • Add print styles for button and .button that match other inputs

Internationalization

  • Localize EmailFrequency properties
  • Updated localizations (German, Spanish, French, Icelandic, Italian, Japanese, Lithuanian, Russian, Swedish, Traditional Chinese)

RT 4.2.13 Release Notes

We're pleased to announce the availability of RT 4.2.13. This release is a bugfix release; most notably, values in charts are now sorted numerically, and regression for time zones on date/time custom fields has been addressed. A complete list of improvements follows.

General User UI

  • Avoid race condition where a ticket's Started timestamp could be before its Created timestamp
  • Users without ability to update a saved search are no longer shown an Update button
  • IP custom field textboxes now wide enough for full IPv6 addresses (I#24565)
  • Self-service Cc field now allows for autocompleting multiple users
  • When possible sort charts numerically rather than ascii-betically
  • QuickCreate now respects DefaultQueue and RememberDefaultQueue (I#30913)
  • Make user preferences use label tags for better clickiness (I#30953)
  • Hide „Transaction has no content“ from Extract Article (I#31027)
  • Improve CSRF detection by whitelisting more specific parameters (I#31090)
  • Empty selection boxes no longer render 1px wide (I#31316)
  • Show queue ID if the user can't see the queue name
  • Search builder display format now properly supports „large“ sizing
  • Fix SMIME encoding issue (I#31155)
  • Improve messaging and logging around reminders that users can't see
  • Queue name on ticket display is now a link to a search for all active tickets in that queue
  • Support autocomplete custom fields in bulk update (I#15259)
  • Hint to the user that not all CF types are supported by bulk update, instead of silently excluding them (I#15259)
  • Improve compliance with RFC4480 for GPG armor lines (I#30372)
  • Restore behavior of $EditCustomFieldsSingleColumn config (I#18555)
  • Fix a regression with time zones in datetime custom fields (I#31674)
  • Fix certain attachment links containing HTML metacharacters from double escaping (I#31751)
  • Fix custom attachment URLs for self-service users (I#30960)

Internationalization

  • Adjust the string „CustomFields“ to instead use the existing „Custom Fields“ to ease translation
  • We now display translated ticket properties and statuses on graphs
  • Update translations for: Brazilian Portuguese, Czech, Finnish, French, German, Greek, Hungarian, Japanese, Latvian, Lithuanian, Occitan, Polish, Russian, Spanish, Swedish, and Turkish

RT 4.2.14 Release Notes

We're pleased to announce the general availability of RT 4.2.14. This release introduces several important security fixes as well as many bugfixes.

The list of security fixes is included below, followed by other improvements and bugfixes.

General user UI

  • Avoid divide-by-zero in charts with no data (I#32143)
  • Remove dashboard from menu if it can't be loaded (I#29719)
  • Avoid wrapping one-time recipient checkbox separately from its label (I#32117)
  • Use only top-level attachments for generating one-time recipient lists to avoid e.g. phishing addresses
  • Fix bulk update for asset custom fields (I#32509)
  • Sort one-time recipient addresses (I#31879)
  • Fix article quicksearch degrading the article menu (#31591)
  • Avoid noisy „CF changed from 0 to 0“ messages (I#32440)
  • Avoid showing a truncated list of articles due to permissions (I#31989)
  • Include the new Request Tracker logo
  • Stop double-escaping HTML which is made into links (I#31169)

Internationalization

  • Improve translatability of „Refresh home page every x minutes.“ now that „x“ is configurable with @RefreshIntervals
  • Update translations for: Brazilian Portuguese, Dutch, German, Latvian, Macedonian, Russian, Serbian, Slovenian, and Spanish

RT 4.4.0 Release Notes

We're thrilled to announce the availability of RT 4.4.0! This is the first release for the next major version of RT. The focus of this release series is quality-of-life improvements for both users and administrators.

A list of the major new features in RT 4.4.0 is included below. Many of the new features are described and demoed in a series of blog posts on http://blog.bestpractical.com/ with still more to come.

  • RT now includes the Assets extension for tracking your physical and digital resources.
  • Attachments can now be stored outside of the database either on disk, in Dropbox, or on Amazon S3. Attachments can also be directly served from S3.
  • SLA tracking is now part of core RT. You can define many different service levels that take your business hours and holidays into account.
  • External authentication and LDAP integration are now shipped as core RT features.
  • RT now has support for custom roles, along the lines of Requestor, Owner, Cc, and AdminCc. These roles can be single-member or multi-member. Privileges can be assigned to members of custom roles, you can search based on custom role membership, you can notify custom role members in scrips, and so on.
  • RT now has a modern file upload interface which allows you to select multiple files in one fell swoop, drag and drop attachments onto RT, and inline preview certain file types like images.
  • We've added a „scroll“ option for gradually loading in ticket history as the user scrolls down, much like „infinite scroll“. This considerably improves perceived performance.
  • Existing attachments on a ticket can be reused in subsequent replies, so you don't have to upload them again.
  • We now provide some basic Articles configuration for new deploys so that you can start using the feature immediately.
  • You can now break up your RT_SiteConfig.pm file into logically-related chunks under the RT_SiteConfig.d/ directory.
  • You can now specify default values at the queue level for certain ticket fields, including custom fields.
  • RT now warns you when you write the word „attach“ (or „attached“, etc) but haven't provided any attachments yet, to avoid „sorry, I forgot this attachment“ followup mail.
  • RT now understands many more types of „human“ date strings.
  • Users can now choose any subset of the seven weekdays to receive their daily dashboard subscriptions.
  • The query builder display format panel has seen several improvements; most importantly adjusting the display columns no longer reloads the entire page.
  • We've added a popout ticket timer for helping you track time inside RT. The timer is associated with a ticket and will add the time to to it for you.
  • RT now ships with keyboard shortcuts for primarily for navigating ticket search results.
  • We ship a (disabled-for-upgrades, enabled-for-new-deploys) scrip for carrying over time worked to parent tickets. Similarly, we ship a scrip for tracking time worked per user.
  • We've added a way to quickly create new linked tickets in queues other than the one that the current ticket is in.
  • There's a new site-level config setting and user preference for hiding unset fields on ticket display pages.
  • Custom fields now have a customizable „entry hint“ for helping users understand what they should be entering as values.
  • TicketSQL and the search builder now support Status = 'Active' and Status = 'Inactive' type queries, so you no longer need to enumerate all statuses like `Status = 'new' OR Status = 'open' OR Status = 'stalled'`
  • The mailgate has been completely redesigned and modernized.

Additional changes:

General user UI

  • Improve and unify display of topactions (new ticket in, simple search, article search, etc)
  • Empty selection boxes no longer render 1px wide (#31316)
  • Replace singular use of „Administrative Cc“ with „AdminCc“
  • Don't display „check box to delete“ for every group on queue watcher page
  • Don't render empty „Ticket #:“ results in bulk update
  • Improved the paging links in collection lists (#30374)
  • IPv6 custom fields are rendered in their compressed representation
  • Queue name on ticket display is now a link to a search for all active tickets in that queue
  • Search builder display format now properly supports „large“ sizing
  • Display more „show columns“ in search builder
  • Record transactions for queue changes
  • Show queue ID if the user can't see the queue name
  • New, modern bookmark star icons to better match ticket timer icon
  • If there's a single pending ticket, just show the ticket number (#30692)
  • Improve messaging for enabling and disabling custom fields
  • Improve messaging for applying a custom field to a queue (#31128)
  • Mention which principal and right was granted instead of simply saying „Right Granted“
  • Improve „user already has right“ error
  • Gray out „(no value)“ for custom fields
  • Hide „transaction has no content“ entries from extract as article
  • Improve CSRF whitelist (#31090)
  • Make user preferences use label tags for better clickiness (#30953)
  • Rename „Quicksearch“ (the table of queues) to „QueueList“ (#18514)
  • When possible sort charts numerically rather than ascii-betically
  • Self-service Cc field now allows for autocompleting multiple users
  • IP custom field textboxes now wide enough for full IPv6 addresses (#24565)
  • Move attachments to below messagebox on bulk update for consistency
  • Stop rounding large numbers of hours worked into days
  • Add a „chosen“ UI for making long lists of select custom field values more friendly
  • Search builder now uses the „chosen“ UI for selecting display columns
  • Increase MaxInlineBody
  • Improved management of mail recipients
  • Stop cloning time fields when creating child tickets
  • Improve datepicker usage for relative date strings
  • Squelching now applies to all updates in the request, instead of only the initial correspond/comment transaction.
  • Sync scrip recipients with non-wysiwyg plaintext editor

Internationalization

  • Graphing now uses the localization engine in more places
  • Update translations for: Basque, Bulgarian, Catalan, Simplified and Traditional Chinese, Croatian, Czech, Danish, Dutch, Estonian, Finnish, French, German, Greek, Hungarian, Icelandic, Indonesian, Italian, Japanese, Latvian, Lithuanian, Norwegian (Bokmal and Nynorsk), Persian, Polish, Portuguese, Russian, Serbian, Slovak, Slovenian, Spanish, Swedish, and Turkish.

RT 4.4.1 Release Notes

New features

  • Administrators and users can now choose to place signatures above the quoted message in replies (RT_Config setting „SignatureAboveQuote“ and the similarly named user preference). This also improves the specific spacing between quotes and signatures in all configurations. (I#31877)
  • Users may now choose to suppress dashboard email when all of its searches have no results. This is controlled by the new „Suppress if empty“ checkbox on the subscription page. (I#30078)
  • The Dashboard subscription recipient options have been greatly expanded from a single text field (which happened to support multiple email address separated with a comma) to a robust user/group search.
  • Users may now select a specific language for each dashboard email subscription. Administrators can customize the method by which dashboard email language is chosen (including specifying an ultimate fallback other than English) with the @EmailDashboardLanguageOrder RT_Config option.
  • The „hide unset fields“ preference now also hides unset custom fields, obsoleting RT::Extension::CustomField::HideEmptyValues. Additionally there is now a toggle button at the top right of the ticket display page for quickly toggling whether unset fields are hidden or shown. (I#31523)
  • There is a new SetInitialCustomField right that permits setting custom field values on records (tickets, assets, articles) while you are creating them. It does not permit modifying custom field values of existing records. Users with SetInitialCustomField but without ShowCustomField will still be able to specify a custom field value at create time but not see it afterwards. (I#14974)
  • Administrators and users can now choose to display queue dropdowns as an autocomplete field (RT_Config setting „AutocompleteQueues“), much like is available for Owners. If your RT instance has many queues this option improves performance and usability. (I#31291)
  • New config for hiding time worked, time estimated, and time left from unprivileged users in the self-service interface (RT_Config setting „HideTimeWorkedForUnprivilegedUsers“). This also adds a hook point RT::Ticket::CurrentUserCanSeeTime for further customization. (I#31302)
  • Long attachment lists can now be truncated to show only the X newest attachments, with an AJAX „Show all“ link, (RT_Config setting „AttachmentListCount“). This should improve the performance and usability of both ticket display and ticket reply pages.

General user UI

  • Eliminate console errors from Preview Scrip Recipients panel when there are no recipients
  • Avoid URL length errors from Preview Scrip Recipients panel when the messagebox has lots of content (I#31874)
  • Include MessageBoxRichText in JavaScript config to fix compatibility for RT::Extension::QuoteSelection
  • Support autocomplete custom fields in bulk update (I#15259)
  • Hint to the user that not all CF types are supported by bulk update, instead of silently excluding them (I#15259)
  • Exclude One-Time Cc and One-Time Bcc addresses from squelching (I#31386)
  • Restore behavior of $EditCustomFieldsSingleColumn config (I#18555)
  • Improve „reuse existing attachments“ UI to match existing attachments UI (I#31709)
  • Improve ticket timer text-overflow styling (I#31713)
  • Switch from generating an explicit list of statuses to Status = 'Active' and Status = 'Inactive' throughout the UI, both improving performance and simplifying TicketSQL queries (I#31695 etc)
  • Switch queue search from queue ID to queue name for better usability
  • Fix keyboard shortcut ? command in self-service UI (I#31535)
  • Support / keyboard shortcut in self-service UI
  • Add ticket SLA to display columns for search results (I#31831)
  • Modernize UI of Articles display and modify
  • Display creator, created, and updated metadata on Articles pages
  • Fix searching for people associated with Assets (I#31546)
  • Support 4.4 attachment uploader in self-service UI (I#31845)
  • Fix bulk update check/clear all checkboxes (I#31667)
  • Fix poor rendering of „create [relationship] ticket in [queue]“ when there are no existant links (I#31871)
  • Fix a regression with time zones in datetime custom fields (I#31674)
  • Ticket timers no longer pause when JavaScript stops running (I#31707)
  • Show the „include attachments“ label on ticket reply only if there are attachments to include
  • Avoid showing an empty custom fields panel on ticket edit pages when user can see custom fields but cannot edit them
  • Fix new and existing charts that fail to render on dashboards (I#31557)
  • Fix certain attachment links containing HTML metacharacters from double escaping (I#31751)
  • Avoid failure to create tickets due to custom role rights (I#32069)
  • Avoid SQL errors when using article quicksearch (I#31987)

Internationalization

  • Fix broken attachment upload UI for Catalan language (I#31864)
  • Fix JS compile errors for translations with apostrophes (specifically French) under infinite scroll (I#32090)
  • Update translations for: Finnish, Hungarian, Latvian, Lithuanian, Russian, Turkish, and UK English.

RT 4.4.2 Release Notes

We're pleased to announce the general availability of RT 4.4.2. This release introduces several important security fixes, a handful of new features, and many bugfixes. We have redesigned how time worked is calculated per user and for children tickets. As always please be sure to review the UPGRADING-4.4 document. The list of security fixes is included below, followed by new features then by other improvements and bugfixes.

New features

  • Custom fields now have a „New values must be unique“ option.
  • Custom fields now support value canonicalization (for example, automatically changing input values to be all uppercase). See the @CustomFieldValuesCanonicalizers config option.
  • Ticket timers provide a comment box for quickly adding ticket comments to describe your time worked.
  • You can now set up default values for assets on a catalog level.
  • You can choose to display result counts on ticket search portlets using the new $ShowSearchResultCount config setting.
  • There is now a „Load all history“ link for the „as you scroll“ history loading mode, to allow you to use browser-based text search.
  • We now display a list of recently-viewed tickets in the Search → Tickets → Recently Viewed menu.
  • We have made RT::Extension::AdminConditionsAndActions part of core RT, so you can now easily configure the conditions and actions of your scrips right within the admin UI.

General user UI

  • Avoid breaking sorting of non-ticket searches in dashboards
  • Avoid duplicate one-time recipients (I#31938, I#31939)
  • Suppress ticket Ccs and AdminCcs from one-time recipients
  • Allow ordering assets with „CustomField.Foo“ syntax
  • Avoid divide-by-zero in charts with no data (I#32143)
  • Add ability to link multiple assets to a new ticket from asset bulk update
  • Add quick asset create portlet for user summary
  • Add encrypt/sign controls to ticket forward page
  • Fix browser-based search navigation link generation (I#32197)
  • Remove self-service password change form under ExternalAuth
  • Respect SetInitialCustomField right in self-service (I#32233)
  • Declare page as being in user's language for browser spellcheck (I#32082)
  • Fix error with merge tickets being used on bulk update (I#32237)
  • Avoid overaggressively generating external attachment links
  • Add $HideOneTimeSuggestions config to hide one-time recipient addresses behind a click
  • Add „All recipients“ checkboxes to modify people page and one-time recipients on update
  • Dashboards are now displayed in alphabetically-sorted order
  • Remove dashboard from menu if it can't be loaded (I#29719)
  • Avoid wrapping one-time recipient checkbox separately from its label (I#32117)
  • Use only top-level attachments for generating one-time recipient lists to avoid e.g. phishing addresses
  • Fix accidental usage of server timezone for end users (I#32315)
  • Add user preference for browser context menu instead of CKEditor's, for native spellcheck (#32274)
  • QuickCreate on a dashboard no longer sends you to the homepage (I#25573)
  • Respect HideTimeFieldsFromUnprivilegedUsers in correspond transactions with time worked
  • Fix occasionally-missing background-color for comments
  • Add a Timer column to search results for launching ticket timer
  • Fix error preventing merging tickets with lazily-created watcher groups (I#32490)
  • Add a CurrentUserName TicketSQL placeholder
  • You can now search tickets using Queue LIKE '…' and Queue NOT LIKE '…'
  • Make „Show all“ link for attachment lists more prominent (I#32459)
  • Respect SetInitialCustomField for multi-valued CFs (I#32491)
  • Fix bulk update for asset custom fields (I#32509)
  • Add support for CF grouping in asset bulk update (#32198)
  • Add „reattach“ as an attachment warning keyword
  • Sort one-time recipient addresses (I#31879)
  • Fix article quicksearch degrading the article menu (#31591)
  • Avoid noisy „CF changed from 0 to 0“ messages (I#32440)
  • Avoid showing a truncated list of articles due to permissions (I#31989)
  • Avoid double-encoded text attachments loaded from ExternalStorage
  • You can now chart tickets by SLA (I#31824)
  • Add „Show all“ button for attachments on ticket forward page
  • Relabel „Password“ portlet on user page to „Access control“ (I#31379)
  • Fix UI for bulk update of „List“-type select-multiple CFs (I#32562)
  • Avoid discarding checkbox changes in Recipients panel (I#32290)
  • Clean up article custom fields display (I#32641)
  • Add SLA field to bulk update if any queues have SLA enabled
  • Include the new Request Tracker logo
  • Fix overly-large bookmark star on mobile UI (I#32727)
  • Stop double-escaping HTML which is made into links (I#31169)
  • Fix keyboard shortcut UI for selecting tickets on old themes (I#32748)
  • Add Reports menu with several predefined reports

Internationalization

  • Improve translatability of „Refresh home page every x minutes.“ now that „x“ is configurable with @RefreshIntervals
  • Update translations for: Brazilian Portuguese, Croatian, Czech, Dutch, Finnish, French, German, Greek, Latvian, Polish, Russian, Slovenian, Spanish, and Swedish
rtuserguide/start.txt · Zuletzt geändert: 2018/06/29 10:03 von tbrumm
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