RT - Usage Notes

• Be SURE to click Lookup after entering a Requestor name, email, phone or address otherwise the Requestor will not be entered into the ticket.
• When doing a Lookup on email address, add @mit.edu. This will filter out external email addresses and reduce the number of items in the results list.
• When multiple clients are involved for one ticket, enter each one as a Requestor. Multiple Requestors can be entered.
• Use the Alt. Phone and Alt. Email fields to store secondary contact points for Requestors that are MIT affiliates, or to list contact information for Requestors who are not MIT affiliates and will not appear in a directory lookup.
• Do NOT navigate to another screen WITHOUT clicking Save Changes.
• Directory information retrieved after doing a Lookup cannot be modified
• The Alt. Name and Alt. Email/Phone are custom fields which means that information entered for a ticket is stored only with that particular ticket.
• History entries, i.e., Replies and Comments CAN'T be edited once you've saved them. Use the Scratchpad field to compose and edit entries, then copy and paste into the ticket.
• Email subject line that will add history to a ticket:
  [hd:help.mit.edu #xxxx]
  This can appear anywhere in the subject line.