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- Look at the box labeled "Library-Reference Open Tickets"
- Click on the ticket number or Subject to open the ticket
Warning If someone else has claimed the ticket (owner is not "nobody" and is not your ID number), please let them handle any follow-up on the ticket unless they ask you for assistance - Click on "History" in the menu links at the top of the page to view the question
- Click on the ticket number or Subject to open the ticket
Add a comment (internal use only)
| Note |
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| Comments are not sent to the patron. Remember to add a comment before transferring the ticket to another department. |
- Click on "Comment" in the menu at the top-right of the ticket
- Enter your message in the Message field, above your signature
- Click on "Update Ticket" to save the comment
- Enter your message in the Message field, above your signature
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- If you need to ask the patron for more information, select "Reply" in the menu at the top-right of the ticket
If you can answer the question with no further patron involvement, select "Resolve" instead- Change Owner - select your name from the list
- Subject - if the Subject field is blank, enter an appropriate subject
- Enter your message in the Message field, above your signature
- Click on "Update Ticket" to send the reply
Transferring a ticket
| Warning |
|---|
| To forward a ticket to a Library Dept. NOT using RT, please see below |
- After adding a comment (see above), select "Basics from the menu links at the top of the page
- Select the appropriate queue from the drop-down list. If in doubt, select "Information Technology" to send it to the TSC
- Click on "Save Changes" to transfer the ticket
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