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=head1 Working with RT
Request Tracker (RT) has a number of use cases and features. In this
guide, we will go over how to use RT working from the user interface
rather than working with RT via email.
=head2 Creating a Ticket
There are several ways to create a ticket in RT. From the homepage, "RT
at a glance", you have a couple of options. One option is to select
the desired queue from the dropdown at the top right of the page, then
click on the "New ticket in" button. This will bring you to the Ticket
Create page where you can add detailed information on the ticket, like
the subject, the message and various custom fields. These available fields
are customized by your RT administrator. You can also add attachments to
the ticket by either dragging and dropping the file or clicking to select
a file from your computer. Another way tickets can be created is by using
the "Quick ticket creation" portlet on the "RT at a glance" page. Rather
than jumping to an additional page, this portlet allows to add the most
prominent information on a ticket without leaving your home page. Note that
this portlet may not be available if your RT administrator removed it. With
the proper rights, a ticket can also be created by emailing the corresponding
email address set by an RT administrator.
=head2 Actions
=head3 Reply/Comment
Users are able to either comment or reply on a ticket based on their needs.
A comment is used to add a note to a ticket that is not sent out to the
Ticket Requestor. This is commonly used internally to track progress on a
ticket. A reply however, is sent to the Requestor and triggers each
correspondence scrip. To distinguish the two on the Ticket Update page, the
message box for Comments, is yellow, whereas the message box for Replies,
is red. You can Reply/Comment on a ticket by either clicking in the Actions
menu on the top right or by selecting Reply/Comment directly on a transaction
in the ticket history.
In order to make replying/commenting on a ticket easier, a feature as of 4.6
has been added that allows you to quote any text on the ticket display page
into your comment or reply. To utilize this feature, simply highlight the
content you would like inserted in your message, then click on Comment/Reply.
You may click on Comment/Reply from either the Actions menu or directly on
the transaction you'd like.
=for html <img alt="Selected Text on Ticket Display"
src="images/quote-selection-highlighted.png">
=for :text [Selected Text on Ticket Display F<docs/images/quote-selection-highlighted.png>]
=for :man [Selected Text on Ticket Display F<docs/images/quote-selection-highlighted.png>]
This will then bring you to the ticket update page where you will find your
selected text already added to the message box.
=for html <img alt="Text Added to Ticket Update"
src="images/quote-selection-ticket-update.png">
=for :text [Text Added to Ticket Update F<docs/images/quote-selection-ticket-update.png>]
=for :man [Text Added to Ticket Update F<docs/images/quote-selection-ticket-update.png>]
This is useful when the transaction you are commenting on or replying to has a lot
of extraneous information, such as the user's signature, that is not needed for your
message.
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