Request Tracker/Responding
Once you have taken ownership of a ticket, you can respond to the requestor or leave a comment which is stored in the RT system as a private note (i.e. visible only to staff; it is not shared with the requestor).
Following on from the previous example, we can see that the RT system has automatically added an entry to the ticket history - "Sun Sep 23 00:47:57 2012 Demo User - Taken". To leave a reply or comment, click on the respective link in the grey tab at the upper right hand corner of message pane. You can also use the Action menu (top right hand corner of the page) to reply or comment, similar to what was done when taking the ticket.
There are several options available to you when replying to a ticket. You can enter an e-mail address to CC or BCC the contents of the ticket to. You can also attach any relevant files for the requestor to view.
In this example, demo user replies to the ticket only and does not attach any files or CC/BCC in any other staff members.
Note: The message box with the reply is shown coloured red in this example. This means that the message will be sent to the requestor, as also indicated by "Update Type: Reply to requestors". When adding a comment, the message box background is white, and Update Type is set to "Comments (Not Sent To Requestors)". Be sure you have the right option (reply or comment) selected before updating the ticket!
After replying, you are redirected to the overview/summary (Display) page. Your reply is appended to the ticket history, as shown below. Note also, RT has automatically changed the ticket status from 'new' to 'open'.
