RT 4.4 Privileged User Options and Features
With the upgrade to RT Request Tracker Version 4.4, all Privileged Users have some new options and features they can choose for their personal preferences.
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- RT Preferences
- RT Ticket Timers
- RT Keyboard shortcuts
- RT Dashboards
- fulltext searching
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RT Login Widget and screen layout
Login Widget - shows RT version, Copyright, and RICE logo
RT Login Screen
RT Screen: Locate Function tabs across the top of the screen
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, Select PREFERENCES
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RT User Preferences Settings
Below are preference sections for users to check or change to best suit their needs. New options or new defaults are in Blue
User Preferences - General View
- new Theme = rudder (more ADA compliant, easier on the eyes)
- Rice Logo added
- preferred Username format, privileged users = usernames (netid)
Search results refresh
interval
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interval
- setting Theme and username format
General - Refresh search results Interval
Preferences - RT at a Glance View
Use for your defined "RT at a Glance" home page
- Set a refresh interval in preferences if you sit on an RT dashboard all day
- This is a different refresh interval than for your "Search Results" in General View
- RT At a Glance refresh interval
Preferences -Ticket Composition
- Now have Different settings for Composition vs Display
- 2- column layout for easier create and update
- WYSIWYG use browser right-click menu – to allow Rich Text entry on tickets
- WYSIWG Composition default allows Rich Text formatting
Ticket Composition Preferences
- Resulting Ticket composition when Rich Text is set –
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Preferences - Ticket Display
- Display tickets in rich text (YES is default )
- Show ticket updates by oldest history first - or select NO to see latest updates first (descending date order)
- History info now shows after the rest of the page loads.... or you can do it-
- after clicking a link
- immediately
- as your scroll the ticketticket
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User Search Preferences
Allow user to select how you wish to see the results of any search.
- Order items in Descending or Ascending order
- Sort by multiple item types:
- id (ticket number )
- LastUpdated
- Created
- Status
- DueDate
- etc....
- Return xx number of Rows per page
- Chose what Columns to display in search results listinglisting
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title | Screenshots-for Search Preferences |
RT Ticket Timers
- New in rt 4.4.
- Timers can be started, paused, and saved (with comments) to RT tickets.
- Users can have 5 concurrent tickets running
- Tickets accumulate timed worked, and give breakdown by of all OIT users time on same ticket
- Users can also update time-worked on tickets under Tools => "My Day" tickets listing
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Ticket Timers - using 3 here
Ticket Timers - 2 methods to update time worked
Anchor KeyboardShortcuts KeyboardShortcuts
RT Keyboard shortcuts
- New in rt 4.4
- 1) Global keyboard shortcuts on Dashboards or on "RT at a glance" pages
- enter: ? to see shortcuts
- enter: ? to see shortcuts
2) quick keyboard shortcuts for navigating within a search results listing of tickets
- enter: ? to see shortcuts
- Follow your cursor with blue bar on side of tickets
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title | Screenshots - Keyboard Shortcuts |
RT Dashboards
RT Dashboards are a customized RT web page, with 1 or more sections defined; for displaying desired groupings of RT data and functions. DashboardsDashboards typically include sections sections such as :
- Quick Ticket Creation box
- Ticket listings, defined by a saved search query
- A queue's ticket current tickets listing, chosen by relevance to user
- RT report and chart of key information (defined by a saved search query)
Users can create custom personal Dashboards, and Departments can create and share Departmental Dashboards to provide easy access to their users.
A defined Dashboard can also be "subscribed" to. Then, you can define when you want to receive an email containing that Dashboard's current view.
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See Other examples of Creating and Using saved search queries, and putting the results into your preferred Dashboard
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Sample RT Dashboard with 4 sections of data
Departmental Dashboard for IT Managers
Personal Dashboard - with just the sections of data I want using my personal Saved Searches:
RT fulltext ticket searching and Simple Search
This option of searching has existed prior to RT 4.4, but it now indexes and returns your results faster.
Once you have made a simple search, you may also then edit that search in the full RT query builder, to refine the search with other attributes(Subject, owner, Queue, status etc) and or add a date range. Once you have a search query you like, you can save that search for reuse later or for inserting into a Dashboard.
To Select Simple Search Page -
The Simple Search Entry Screen -
For Simple Search Examples see RT 4.4 Request Tracker Simple Searches
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