Request Tracker settings recommended for EHS

Question (s)

• What Request Tracker (RT) settings are recommended at EHS?
• What are the default options EHS staff should use in Request Tracker?
• What setup steps should I go through in RT as a new EHS staff member?

Context

• Request Tracker (RT) on help.mit.edu
• Environment, Health & Safety staff.

Answer

1. Navigate to your personal options.
   1. Go to the Logged in as... menu.
   2. Move your mouse to Settings.
   3. Click on Options.
2. Set your preferred "Username format" to "Name and email address".
   1. Scroll to the "General" section.
   2. Find the field labeled Username format.
   3. Change it to Name and email address in the drop-down menu.
3. Set your "Default Search Page" to "Simple Search".
   1. Also in the "General section" find the field labeled "Default Search Page".
   2. Change it to Simple Search in the drop-down menu.
4. Set your default ticket view to be the Call Center view.
   1. Scroll to the "Ticket Display" section.
   2. Find the field labeled "Show the Call Center view by default?"
   3. Change it to Yes using the radio button.
5. Hide the time and priority fields.
   1. Also in the "Ticket Display" section find the field labeled "Hide time and priority fields?"
   2. Change it to Yes using the radio button.
6. Save your settings .
   1. Scroll to the bottom of the page.
   2. Click the Save Changes button.