Functional Leads Overview of RT System Job Aid
Functional Leads Overview of RT System Job Aid
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Technician Dashboard
The first window that we will go over is what you will see when you first log on to RT. This window is known as the Technician Dashboard. This window shows almost everything you need to take, track, and complete work orders.
10 Highest Priority Tickets I Own is a field that will display tickets that you have taken. When you claim ownership of a ticket, it gets removed from the 10 Newest Unowned Tickets window. Claiming a ticket ensures that someone else doesn’t try to resolve the same work order as you, while you are working on it.
The 10 Newest Unowned Tickets column shows all the work orders that haven’t been claimed by someone else. Before you take a ticket, make sure to check the “Status”. Tickets with the status of “New” or “Open” are available to work on right then, depending on the requestor. Tickets with a status of “Stalled” are in progress but they can’t be worked on at the moment for a reason. Tickets get stalled when someone working on it has to wait for a person, part, or piece of software in order to complete the task stated in the work order.
Ticket Numbers are used by the support staff to refer to work orders. It is much easier to talk about work order numbers than the subject of the ticket, although subjects of tickets are still used to refer to work orders.
The My Requests window shows every workorder that you are the requestor, the owner or if another employee manually added you to be CC on the emails, you will be able to see that work ticket in the My Requests window.
The Quick Search window will show every category of work order. These categories pertain to all of Computing Services and even our sister department, AITC.
Creating a New Work Order
The Create a new ticket screen is what you will use to enter in the requestor’s name, information about the ticket, details on the ticket, along with other options.
To create a new work order, use the drop-down menu next to the New Ticket In button (General) in the top right of the window and select the queue. This is the first step to creating a work order.
Requesters are the people who submitted the workorder. To enter the requestor, you must get their Adams State University username.
The Subject line usually includes the requestor’s name and a short description of the problem. Whatever is typed in the Subject line is what will show on the Technician Dashboard under Support Services Unowned Tickets.
In the box labeled Describe the issue below you give further details about the work order. This box may be a couple paragraphs or a few sentences. Try to explain as much about the issue as possible, this makes the work order easier to follow up on.
When you have all the details filled in click Create.
Ticket Status Explained
A ticket’s Status indicates how the work order is progressing. The three main statuses you will use in the Status column are New, Open, Stalled and Resolved. New tickets are work orders that have been filed but nothing has been done on them. Open work orders are tickets that have been worked on, but they haven’t been completed yet and nobody owns them at the moment. Stalled work orders are tickets that have been worked on but due to something out of our control, we have to wait to complete it. Resolved is the status when you are completed with the ticket and no additional work needs to be completed.
Viewing Work Orders
Whenever you click on a work order you get the ticket details window. At the top of this window is the name and the number of the work order. Everything in the menu below the name allows you to see and interact with the details of the work order. Everything else in this window displays the useful information from the menu below the work order number and name.
The People link in the menu below the work order’s name shows anyone involved with the work order. Using this menu, you can choose to assign a work order to a person. Assigning a work order to a person takes the work order out of the Unowned Tickets menu so that only the requestor and the technician working on it can see the ticket unless you go to the queue that ticket was put in.
In the Custom Fields box, you can find the details about the requestor and the type of problem that they are having. When this field is filled in completely you can see the requestor’s name, the type of problem they are having, and even their hours of availability.
Whenever the Custom Fields box doesn’t show information about the requestor, look at the box labeled Requestor Details. This box shows information about the person who put in the work order. This includes contact information, location, and their ASU username.
The History box tracks what has been done on the work order. This box logs messages to and from requestors, comments from anyone working on the work order, and notes from the RT system about ownership of the ticket.
Clicking Comment or Reply leaves a message in the History box. The only difference between the two is that the requestor can see the message you type when you click Reply. Keep in mind that you would not want to send an email to a requestor with technical talk above their head, therefore the Comment option should be used for technical correspondence. Forwarding the ticket sends the work order to another person.
Finally, when you are done with a ticket, click Resolve to finish it up by dictating what you did to fix the issue. Pressing save in the Resolve screen removes the work order from the ticket queue.
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Functional Office Contact for this Page
Computing Services
719-587-7741
computingservices@adams.edu
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