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Search Box

This is the text box that appears in the top-right corner of every RT screen. You can do these searches search for tickets by ticket number from this box:

• Enter a number to find a single ticket.
• Enter a queue name to find all tickets in a queue.
• Enter a full email address to find all the tickets for a requestor.
• Enter a text string to find all tickets whose subject matchesthe string.
• Enter 'email:jdoe@umbc.edu' to search for tickets where requestor's email address or kerberos name contains 'jdoe@umbc.edu'.
• Enter 'phone:1000' to search for tickets where requestor's phone number contains '1000'.
• Enter 'name:Jane' to search for tickets where requestor's name contains 'Jane'.
• Enter 'address:Administration' to search for tickets where requestor's office address contains 'Administration'.

Quick Search

This name is given to the list of queues appearing on the right-hand side of the RT home page. By each queue is shown the number of open and new tickets. These actions are available:

• Click on queue name: searches for all new and open tickets in the queue.
• Click on number under 'New': searches for all new tickets in the queue.
• Click on number under 'Open': searches for all open tickets in the queue.

Simple Search

This screen was created to provide a limited but easier search interface. Many common searches can be done with this screen. You can make the Simple Search your default search screen by setting a user preference.

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Simple Search

To access Simple Search, hover over Search in the top menu. Then navigate to Tickets > Simple Search.

This screen was created to provide a limited but easier search interface. Many common searches, such as searching by requestor email address, can be done with this screen. An explanation of available search terms can be found under the search box.

Query Builder

For the more in-depth search, you can access the Query Builder by going to Search in the top menu, and then navigating to Tickets > New Search.

The Query Builder will allow you to search using multiple criteria at one time such as tickets within a particular queue created on a certain date with a status of resolved.

Search by User

You can search by user by going to Search in the top menu and then navigating to Users. Enter the customer's UMBC email address, name, or campus ID into the text field, and click Search. This will give you all the active (new, open, or stalled) or inactive (resolved) tickets associated with the account. Click the Subject of the ticket to display the full ticket.

Global Search

Due to sensitive information, some tickets may not appear in search. For these tickets, we recommend using the Global Search function which allows users to leave a comment on tickets that would otherwise not be visible.