How do I create a ticket in RT for a customer?

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1. Click New Ticket from the right-hand side of the screen.

2. Assign the customer for this ticket. In the Requestor field input only one the following:

   • Enter customer's campus ID,  OR

   • Enter customer's email address (must be @umbc.edu),  OR

   • Enter customer's campus ID

3. Click on the name of the customer from the results.

4. Select the queue to assign the ticket.

5. Enter the subject that best summarizes the request.

6. Enter the description of the issue being reported. Include all pertinent information depending on who will be handling the ticket. For example, if you are asking about a specific journal article from the Library it's good to include titles and sources.

7. Click the Create button.

   • NOTE: Within the newly created RT ticket, the customer's location and phone number details are automatically populated based on the information specified in the Campus' online directory.

8. Open the RT ticket to update if necessary.