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Request Tracker FAQ Page
Troubleshooting and FAQs for End Users
- Can non-MIT affiliates use the RT web interface to create tickets or check on tickets?
- [archive:Cannot See Ticket in Help Self Service]
- How large an attachment can be sent to Request Tracker (RT)?
- Is the RT interface the same for both Requestors (i.e., clients) and RT consultants?
- Why am I getting a Possible Cross-site Request Forgery warning from RT when I go to my bookmarked link?
Troubleshooting and FAQs for Request Tracker Users
Ticket Ownership and Assignment
- Auto-assign Tickets based on the day of the week
- How can I automatically make the first responder the Owner of a Ticket?
- How do I assign an Owner to a ticket in RT4?
- How do I set up my queue to automatically make the creator the owner of a ticket?
- How do I show Unowned Tickets for only the queue I care about ?
- How to I change the Owner of a Request Tracker ticket?
Deleting
Ticket Tracking
Watchers and Permissions
- Move a Request Tracker ticket to another RT queue - what permissions are needed?
- Request Tracker watchers and permissions explained
Not Seeing and Not Sending
- Why am I not seeing all tickets in my Queue?
- Why don't I see my queues listed on the RT 4.0 home page ?
- Why is RT not sending me messages I am sending out?
Searching
- Can I download search results in RT?
- Create a saved search to view multiple Request Tracker queues
- How can I do a simple search in RT?
- How can I save a search in Request Tracker ?
- How do I change from relative dates to absolute dates in Request Tracker search results ?
- How do I do a relative date search in Reqest Tracker?
- Searching in RT Using Query Builder
- Set up Request Tracker quick search from Google Chrome omnibox
Ticket Attachment and Ticket Merging
- How do I append a reply to a ticket using email?
- How do I merge tickets in Request Tracker?
- How large an attachment can be sent to Request Tracker (RT)?
Request Tracker Setting, Usage, and Interface
- Can non-MIT affiliates use the RT web interface to create tickets or check on tickets?
- How do I customize the Dashboard in RT
- Is the RT interface the same for both Requestors (i.e., clients) and RT consultants?
- Request Tracker Command Line Interface
- Request Tracker settings recommended for EHS
- RT - Usage Notes
- Setting your RT preferences
- Email notifications in Request Tracker - how do I make sure I am notified?
- How do I append a reply to a ticket using email?
- How do I disable email to some requestors on an RT ticket?
- How does Request Tracker relay email messages?
- Using RT to send email to non-requestors
- Who receives email notification during Ticket progress?
Ticket Cloning and Ticket Association
- Can more than one person be associated with a ticket?
- Cloning tickets in Request Tracker
- Is there a way to associate tickets with other tickets in RT?
Stock Replies, Templates, and Shortcuts
Data Warehouse
Ticket History
Status
- One of my Tickets, on the home page, lists "Pending other collection" under Status. What does this mean?
- What does "Unchanged" next to a Request Tracker status mean ?
Miscellaneous
- How do I control date display formats in Request Tracker ?
- How do I customize my Request Tracker home page ?
- I created scrip and specified a global template, but instead it's using a template I created. Why?
- What about sensitive data in Request Tracker (RT)?
- Why am I getting a Possible Cross-site Request Forgery warning from RT when I go to my bookmarked link?
- Why does my RT auto reply say "This transaction appears to have no content" ?
Troubleshooting and FAQs for Request Tracker Queue Administrators
Errors and Warning Messages
- Error "Couldn't find that principal"
- Request Tracker is giving a 500 Server Error when trying to do a bulk update
- Warning "RTAddressRegexp option in the config doesn't match..." in RT
Watchers and Permissions
- Configure RT queue to disallow ticket creation and be visible only to queue administrators
- Request Tracker watchers and permissions explained
Ticket Notification and Ticket Tracking
- Do Owners get email notification when a Ticket is assigned to them?
- Enabling notification to your team when a ticket is moved to your RT queue
- How do I send special notification to non-watchers on ticket creation ?
- How to create Tracking Tickets for RT tickets transferred out of my queue
- RT tickets and email notification
- Tracking Ticket transfers out of your RT queue
- Who receives email notification during Ticket progress?
Ticket Editing
Deleting and Deleted
- How do I disable or delete my Request Tracker queue?
- How do I recover a deleted Request Tracker ticket ?
Queue
- Can I change my RT queue's name ?
- How do I give someone access to my RT queue?
- Left navigation pane links in Request Tracker - how to create and modify
- Request Tracker (RT) Queue Administrator's Guide
- What's the relationship between RT groups and Moira groups and where should I make updates to give people access ?
Scripts
Email Addresses and Moira
- Can I change my RT queue's email address ?
- How do I create a custom email reply for my queue in Request Tracker ?
- LDAP_Moira groups and how they relate to RT local groups used for permissions
- Request Tracker global permissions controlled through Moira lists
- Your Request Tracker queue and its Moira lists
Templates and Shortcuts
- Automatically extract ticket custom field values from email
- Automatically resolve Request Tracker ticket when moved into a queue
- Automatically resolve Request Tracker tickets when they are created
- How do I edit a custom template for my RT queue ?
- How do I update all child tickets at once that are related to a parent ticket in RT ?
- I created scrip and specified a global template, but instead it's using a template I created. Why?
- Request Tracker templates
- Set an RT Custom Field automatically on ticket creation
Custom Fields
- Creating and managing Request Tracker Custom Fields
- How do I make the content of a custom field a link in RT 4
- How do I set a Custom Field on ticket creation based on To address?
- Request a new RT Custom Field for my queue
- Set a validation requirement for my custom field in RT 4
Can't find
- I want to add a consultant as a member of my group but I don't I see her kerberos name in the drop-down list of users?
- Why am I not seeing all tickets in my Queue?
Miscellaneous
- How often do Request Tracker groups update their membership?
- Sending out a customer satisfaction survey when a Request Tracker ticket is resolved
- What are these rtlocal group names I see in RT?
