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.

Additionally some of the default options have changed as well.  See new or changed items highlighted in Blue text.

RT Privileged User Options are definable for key areas:

• RT Preferences
• RT Ticket Timers
• RT Keyboard shortcuts
• RT Dashboards
• fulltext searching

RT Login Widget and screen layout

Login Widget  - shows RT version, Copyright, and RICE logo

Screen: Function tabs across the top of the screen

RT User Preferences Settings

Areas to check or change:  New options or new defaults in Blue

General View Section

• new Theme = rudder  (more ADA compliant, easier on the eyes)  
• Rice Logo added
• preferred Username format, privileged users = usernames (netid) 
• Search results refresh interval 

RT at a Glance preferences

Use for your defined home RT page and/or RT dashboards 

• Set a refresh interval in preferences
• ??? for Ken ... refresh for Home page, versus Search Results vs at a Glance refresh on home pages

Ticket Display preferences

• Display messages in Rich Text (default)
• Show Requestor's 10 highest priority tickets in "more about requestor"

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 all OIT users
• Priv. Users can also update time-worked on tickets under Tools => "My Day" tickets listing

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
    
• 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
     

  Keyboard Shortcuts
  There are no images attached to this page.

  
  
  

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. Dashboards

typically include sections such as :

• Quick Ticket Creation box
• Ticket listings, defined by a saved search query
• A queue's ticket listing, chosen by relevance to user
• RT report and chart of key information (defined by a saved query)

Users can create custom personal Dashboards, and Departments can create and share Departmental Dashboards to provide easy access to their users.

Example - RT Dashboard with multiple sections

See Other examples of Creating and Using saved search queries, and putting the results into your preferred Dashboard

RT Fulltext ticket searching