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
Settings and Preferences |
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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
General View Preferences
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RT at a Glance preferences
Use for your defined "RT at a Glance" page
- Set a refresh interval in preferences if you sit on an RT dashboard all day
- A different refresh interval than for your Search Results
Ticket Composition preferences
- 2- column layout for create and update
- WYSIWYG use browser right-click menu – to allow Rich Text entry on tickets
Ticket Display preferences
- 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 shows after the rest of the page.... or you can do it-
- after clicking a link
- immediately
- as your scroll the ticket
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
Ticket Timers |
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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
Keyboard Shortcuts
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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