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- Search queries can be created, and modified anytime by a user
- Search queries can be Named (description, function)
- Search queries can be saved as Personal searches
- Search queries can be shared as Group, Function or Department searches
- Search Results can be fed to spreadsheets, or RSS feed
Typical Search Query
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Use Cases
- To search and display tickets matching a criteria
- new/open tickets, within a queue, not yet assigned/worked
- tickets opened within the last week
- My Open tickets - to do jumbo updates or time-worked updates
- tickets created for type of issue (Phishing, Printing, wireless) and for a time frame
- To search and display Assets Assets
- To search and display ticket data for a Report
- Resolved tickets, for a Queue or multiple queues, with counts by owner netid
- Resolved tickets, for a date range, by Queue or all OIT Queues. With totals and per Netid counts
- Use saved searches within on an RT Dashboard
- for grouping
- data matching a criteria, or status, date ranges etc
- create different Dashboards with multiple saved searches, displayed in sections
- Save Dashboards for self, a Department,
- Work group, or managers
- with different saved searches imbedded
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RT Documentation and Examples
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