Helgrim.com
Content
1 Introduction2 The Commandline Interface
3 The Web Interface
4 Using RT Effectively
1 Introduction
This document is intended to cover the day to day usage of RT. It is recommended that you first read the Introduction to RT document.[Table of Contents] [Top of section]
2 The Commandline Interface
2.1 Introduction
RT provides a command line tool to create and manipulate tickets.2.2 Usage
% rt [<limit-options>] [[<display-options>] | [<modify-options>]] [<correspond-options> [--source <file>] [--noedit]] [--verbose] [--debug]
% rt [--help|--h|--usage|--version]Limit-options define the criteria for selecting which tickets to display or apply changes to. Most options may be used more than once to specify multiple values for a criteria.
Basic limits
--id=[first][-][last] - Specifies a single ticket first, or a range of tickets from first to last. If a range is specified, you may omit first to specify tickets up to and including last, or omit last to specify all tickets from first. May not be specified more than once.--limit-queue=<queue>
--limit-status=[!](new|open|stalled|resolved|dead) -
--limit-owner=[!]<userid> -
--limit-priority=[starts][-][ends] -
--limit-final-priority=[starts][-][ends] - Starts is less than ends
--limit-requestor=[!](<userid>|<email>) -
--limit-subject=[!]<text> -
--limit-body=[!]<text> -
Link Limits
--limit-member-of=<ticketid> ---limit-has-member=<ticketid> -
--limit-refers-to=<ticketid> -
--limit-referred-to-by=<ticketid> -
--limit-depends-on=<ticketid> -
--limit-depended-on-by=<ticketid> -
Date Limits
--limit-created=[starts][-][ends] ---limit-due=[starts][-][ends] -
--limit-starts=[starts][-][ends] -
--limit-started=[starts][-][ends] -
--limit-resolved=[starts][-][ends] -
--limit-last-updated=[starts][-][ends] - Starts and ends are dates. starts can not be less than ends
Display options define how to display selected information.
--limit-first=first row returned--limit-rows=row count
--history | --show - Show a history of the ticket(s) found
--summary [format-string] - Show a listing-style summary of the tickets found. If format string is ommitted, uses $RT_SUMMARY_FORMAT or an internal default
Modify options are used to change ticket attributes.
--create - Create a new ticket. Any attributes that you can modify on an existing ticket can also be used for ticket creation. Note that some options take +|- when modifying an existing ticket. If you are creating a new ticket, you should drop the +|-.--status=(new|open|stalled|resolved|dead) - Sets status
--subject=<subject> - Sets subject to <subject>
--owner=<userid> - Set owner to <userid>
--queue=<queueid> - Set queue to <queueid>
--priority=<int> -
--final-priority=<int> -
--requestors=[+|-]<userid>|<email address> - Add or remove this user as a ticket requestor
--cc=[+|-]<userid>|<email address> - Add or remove this user as a ticket Cc.
--admincc=[+|-]<userid>|<email address> - Add or remove this user as a ticket AdminCc
--keywords=[+|-]<keyword_select>/<keyword> - Add or remove a keyword.
--due=<date> -
--starts=<date> -
--started=<date> -
--contacted=<date> -
--time-left=<int> -
--time-taken=<int> -
--depends-on=[+|-]<ticketid> -
--member-of=[+|-]<ticketid> -
--refers-to=[+|-]<ticketid> -
correspond-options
--comment - Add a comment to the selected ticket(s).--reply|respond - Add correspondence to the selected ticket(s).
--source <file> - Use <file> as the content for this correspondance/comment.
--noedit - Don't invoke $EDITOR to edit the content of this update. $EDITOR is taken from your shell environment.
misc-options
--verbose - Be more verbose--debug - Turn on debigging
--version - Display version and copyright information
--help|h|usage - Display help.
2.3 Syntax
[Table of Contents] [Top of section]
3 The Web Interface
The web interface is the preferred method for reviewing, acting upon, and updating tickets and queues. You will be given a username and password by your systems administrator. You must have cookies enabled in your web browser to logon.- Home: Returns you to the start page.
- Search: Allows you to search for specific tickets, using a wide range of criteria.
- Configuration: For administrators use, user permissions, templates, and other customization can be done here.
- New Ticket: Select the queue you wish to create a new ticket in.
- Goto ticket: Enter a ticket number here to view that ticket.
3.1 The start page
When you login, you will be presented with a screen which similar to this:
|
|
Navigation bar Workspace |
|||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
On top, you see the navigation bar, which always remains the same.
Below is the workspace, where you do your work.
3.2 The Navigation Bar
Along the very top bar, the orgaisation name is displayed.
This is the same name which is included in all subject headers.
On the right, your login name is displayed, along with links to edit your preferences, and to logout.
Below, are the main tool links:
3.3 The workspace
This is where information about queues and tickets are displayed.
By default, the top 25 tickets you own and the top 25 tickets your have requested are summarized here, along with a sumamry of the queues to which you have access.
[Table of Contents] [Top of section]
4 Using RT Effectively
RT is very powerful, but with power comes complexity. Here are some hints and tips to maximise your ues of RT, as well as examples and case studies of real-life implementations.[Table of Contents] [Top of section]
| © Feargal Reilly 2003-2010 | feargal@helgrim.com | Hosting by FBI | Valid HTML 4.01 | Valid CSS |