Request Tracker/Dashboard
This is the default dashboard in Request Tracker. It is the first page that you see after logging in to the system, and displays a summary of all current activity and pending tickets. Your dashboard may differ slightly in appearance. A brief description of the different panes of the dashboard is below.
Main menu - hover your cursor over 'Home', 'Tickets', 'Tools' and 'Logged in as [username]' to access functions such as advanced search, options, your user profile, log out etc.
New ticket in - select a queue from the drop down list and click the 'New ticket in" button to create a new ticket (request). You will be redirected to another page to fill in the relevant fields for your new ticket.
Search box - type in keywords and hit enter to search tickets. A shortcut to starting a new simple search, rather than Tickets > Simple Search.
10 highest priority tickets I own - shows a list of the 10 highest priority tickets you have taken or have been assigned to you. 'New' and 'Open' are considered highest priority, 'Stalled', 'Rejected' and 'Resolved' tickets are not shown here. Click on the subject to view the corresponding ticket.
10 newest unowned tickets - shows a list of the 10 latest tickets that have been lodged by internal staff and members of the public. Click on the subject to view the corresponding ticket, and 'Take' to assign the ticket to yourself and claim ownership of it.
Bookmarked tickets - shows a permanent list of tickets which you have flagged as important, usually for ease of frequent access. Click on the subject to view the corresponding ticket.
Quick ticket creation - create a new ticket quickly with the bare minimal of options set.
My reminders - set personal reminders for tickets which you need to process as a matter of importance.
Quick search - shows a list of all the queues in RT, and a tally of current tickets broken down into the categories 'New', 'Open' and 'Stalled'. Click on the name of the queue to open the queue page (list ALL tickets in the queue) or on the individual tally under the different statuses to filter tickets.
Refresh - select a duration from the drop down list and click Go!, and RT will automatically refresh the page periodically so that you can see new activity. Automatic refresh is especially useful if you have RT open in a browser window on a secondary monitor or in the background - you don't have to remember to manually reload the page regularly to see the latest activity. You can choose to refresh at intervals of 2, 5, 10, 20, 60 and 120 minutes, although 10 or 20 should be adequate for most purposes.