What do the sections of an RT ticket display mean?

Owned by asniadach
Last updated: Dec 12, 2023 by William Schneider
1 min read



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  • The Basics section shows general status information about your ticket.

    • A ticket with a status of NEW has just been opened and has not been assigned to a staff member.

    • A ticket with a status of OPEN has been assigned to a staff and is currently being processed.

    • A ticket with a status of STALLED is awaiting customer input or help from another RT staff before proceeding.

    • A ticket with a status of RESOLVED has been completed and closed out.

  • The Dates section shows when your ticket was created and displays changes when updates are made to your ticket.

  • The History section shows the initial request and subsequent replies from RT privilege users each time your ticket is worked on. Check this section for detailed status of your tickets.

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