Request Tracker/Changing ticket status and queue

Throughout the life cycle of a ticket, you can change its' status as an indicator for yourself and other staff as to its progress. The different statuses available are explained on the Workflow page. Continuing on from the previous example, the user has reported that he is unable to sign up and the staff member is requesting further information (state) from him.

Ticket history.

For demonstration purposes, let us assume the requestor has not replied for an extended period of time. We can change the ticket status and (optionally) the queue by clicking on "Basics" in the menu strip at the top of the page:

Ticket menu strip.

The menu strip is used to access the majority of functions needed to operate on a ticket:

• Display - shows an overview/summary of the ticket;
• History - shows a log of all correspondence with the requestor, ticket status changes, staff comments and automatic messages sent by RT;
• Basics - change ticket subject, status, queue and owner;
• People - show and add/remove people who are CC/BCC in on tickets;
• Date - show and manually set or override the start, started, last contact and due dates for a ticket;
• Links - show which tickets are dependent on, or cross-reference other tickets;
• Jumbo - similar to the Display page in that it shows an overview/summary, but of modifiable options. i.e. Basics, People, Date, Links and Reply/Comment all on one page;
• Reminders - set a reminder for yourself or other staff for a specified due date;
• Actions - a drop down list of shortcuts to common activities e.g. reply, comment, resolve.

Going back to the example, the ticket can status can therefore be changed from 'open' to 'stalled'. Optionally, we could also (hypothetically) change the queue of the ticket to the IT Work Group and set the owner to Nobody, so a staff member from IT could process the ticket from where you left off.

In the example shown below, the status has been changed to 'stalled' but the queue and owner have been left as is. Remember to Save Changes to commit any modifications!

Basics page showing ticket modification options.

Note: when a ticket is stalled, it no longer listed in the "10 highest priority tickets I own" pane of the dashboard. It is however added to the tally of stalled tickets in the "Quick search" pane and is still visible when you view the General queue page.