How do I search for an RT ticket?

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

Tell me

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

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.

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.

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