What is RT Global Search?
- Jacob Lutz
In the event that you need to reference a ticket you cannot normally access on RT, Global Search will allow you to view some metadata on most tickets within RT as well as leave messages for the ticket owner. The process is similar to a clinic's "after hours" phone line.
Searching using RT Global Search
You may search for tickets using one of three methods:
Ticket Number
Campus ID
Email Address
Additionally, you may choose to include or filter out resolved tickets. Including resolved tickets in your search may impact search times.
Understanding Search Results
After initiating a search, tickets will appear sorted based on your selected parameters. You may sort by Ticket Number, Date Created, or Date Last Updated.
Tickets will appear one by one in the following format:
#(Ticket Number): | (Subject) | |||
Created: | (Date Created) | Last Updated: | (Date Last Modified) | |
Requested by: | (Requestor Names and Email addresses) | |||
Cc: | (Cc Names and Email addresses) | |||
Status: | (Ticket Status) | |||
However, some tickets contain sensitive or otherwise private information and metadata cannot be displayed. In the event such a ticket appears in the search results, it will appear as so:
#(Ticket Number): | [This ticket contains sensitive or otherwise private information.] |
Sending Inquiries
You may also send an inquiry on a ticket in search results. This is useful for checking up on tickets on behalf of someone else, or for notifying involved parties outside your department.
To send an inquiry, go to the desired search result and click the "Send Inquiry" button. Select the requestor on whose behalf you will be sending the inquiry, or if the requestor is not known or not listed, enter their name or email address. Please include a descriptive message with your inquiry, as both the "On Behalf of" and "Message" fields are required.
Once your inquiry is finished, click "Submit" and you will receive a confirmation message.