Go to https://rt.umbc.edu/

If you have not configured your RT at a glance page, please see Configuring RT Preferences

• Look at the box labeled "Library-Reference Open Tickets"
  
  
  
  • Click on the ticket number or Subject to open the ticket

     

    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
    

Add a comment (internal use only)

• 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

Respond to a ticket

• 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

• 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

Forwarding a ticket to a Library Dept. not using RT

• Add a comment (see above) noting that the ticket is being e-mailed to the appropriate department (include name of department)
• Copy the body of the original ticket and paste into an e-mail to the appropriate department
• Add a comment notifying them that we are forwarding this to them and ask them to respond directly to the patron
• Copy the Subject from the original ticket into the subject line of the e-mail
• After sending the e-mail, Resolve the ticket and include a note to the patron that their question has been forwarded to the appropriate department (include name of department)