Setting your Default Queue in Request Tracker

Context

• Request Tracker (RT) on help.mit.edu
• Ticket tracking at MIT

Answer

Request Tracker allows you to set a default queue to use for new ticket creation, and to use it in one of two modes:

If you want RT to always use your default queue for new tickets

1. Go into Logged in as username... > Settings > Options
2. In the General section, select your preferred default queue from the Default queue popup menu
3. Immediately below, set Remember default queue to No
4. Scroll to the bottom of the page and click Save Changes

The queue selection popup menu will now always default to your chosen default queue next to the New ticket in button visible at the top of every RT page, and in the Quick ticket creation module on your RT At A Glance home page (if you have not removed that module from your home page).

You can change the popup menu to select a different queue if you want to create a ticket somewhere other than your default queue, but it will revert back to your default queue for subsequent ticket creations.

If you want RT to remember the last queue you created a new ticket in

1. Go into Logged in as username... > Settings > Options
2. In the General section, select your preferred default queue from the Default queue popup menu
3. Immediately below, set Remember default queue to Yes (or Use default, since the system default is Yes)
4. Scroll to the bottom of the page and click Save Changes

RT will now remember the most recent queue you created a new ticket in, and use that as the default value in the queue selection popup menu next to the New ticket in button visible at the top of every RT page, and in the Quick ticket creation module on your RT At A Glance home page (if you have not removed that module from your home page).

You can change the popup menu to select a different queue if you want to create a ticket somewhere other than your most recently used queue. If you do this, remember that the chosen queue for your most recent new ticket will become the new default for tickets you create, until you again pick another queue.