Liaison:Liaison RT
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Background: This document is meant to be a quick help on how to use the WebRT system here at SAS. If you have any questions please email itsas@mtu.edu.
Contents |
Logging into Web RT
To access the WebRT system you must first login. Below is how to do that.
- First, open a web browser and navigate to https://jobs.admin.mtu.edu. Provided that you are not already logged into MTU ISO you should see the following window.
The ISO Login Page, please click for more detailed image
- Enter your username and password (the same username and password used for Huskymail, dial-up, etc.) and click “Login”. Either click “OK”, or wait 2 seconds and you will be redirected to the main RT page.
- From this page you can do a number of things. You can see a list of some of the newest tickets, you can select a queue to view, you can create a new ticket or you can search tickets.
Creation of a Ticket
When a user emails or comes in with a specific issue it must be put into WebRT so that we can track and resolve it. Below is how you would do that.
Creating
Here is a step by step on the ticket creation process:
- In the upper right hand corner of the page is a button titled “New Ticket in” and next to it is a drop down menu, make sure that is on “sasjobs” like the screenshot below.
- This will bring you to the ticket creation / editing page.
- The two main fields we are concerned with are the “subject” and “describe the issue” fields. I will go over the others briefly later in this section.
- In the subject field place a detailed title for the user’s issue. A good format would be user/dept – issue.
Note: If you would like to complete job on specified date, please put a date into "Subject" line.
When inputting the date into the “Subject” field it must use a mm/dd/yyyy, mm/dd/yy, mm-dd-yyyy, or mm-dd-yy format.
Below the subject field is the describe the issue text box. In there put in as detailed as possible explanation of the user’s issue, if possible citing things such as computer name and location. The more detailed the easier it is for SAS Staff and SASlings to diagnose a problem.
- 4. Now you can click the “Create” button in the lower right hand corner of the screen and the ticket is created.
Create via Email
A second way to create a ticket and can be slightly less time consuming is creating via email. To do this:
- Open up your email client and put in these credentials accordingly.
- Compose a new message.
- Input information into the Subject. If using a date please use the date format as you would in the WebRT webpage.
- Input information into the body area.
- Now send!
An example of what to input is below:
To: sasjobs@mtu.edu
Subject: (description of user issue)
Body: (detailed description of user issue)
Other options
Other options and their description are below. This is not an exhaustive list but merely a listing of the commonly used ones:
Owner - Designates ticket to a specific staff or SASling to work on
Requestors - Sends any comments or replies to a specific user
Attachment - Allows you to browse your system and attach a file for viewing in the ticket
Edit: Comment and Reply
One of the main features of WebRT is the ability to comment and reply to ticket requests to tracks progress and insert useful information once the ticket is created. Below is a help with that.
Comment and Reply
To comment or reply to a ticket, navigate to the ticket detail by clicking on the link to it. Once there you will see to the right of each comment or reply links titled “Comment” or “Reply”. By clicking on one of these links will allow you to add correspondence to the ticket in the text box.
The difference between the two is that comment will just update the ticket and send the update to just the WebRT users.
Reply will add updated information to the ticket but all send that information to WebRT users and any Recipients of the ticket request.
Determining which one of these options to use is up to you. Often you will use reply if you need to address the user directly and don’t want to have to send them an email. Then anything replied gets added to the WebRT ticket. But most often just using comment is fine.
Once done adding information to the ticket, click on the “Update ticket” button in the lower right of the page.
Comment and Reply via Email
Yet another way to reply or comment to a ticket is via your email client such as Thunderbird. Below is how you would do that:
When you receive an email about an update or that a ticket is created, most likely because you are the requestor or have been cc’ed to the ticket, you can then hit click the Reply button on your email program.
Now you have the window open for composing a reply message. Leave the subject as it is. Then add whatever new information to the body of the email and when finished, click Send.
Finding a Ticket
Finding a ticket after it has been created can sometimes be a daunting task. But with the helps below you should be able to find tickets quickly and effectively.
Search
Using the search bar at the top right of the screen is very useful. There are a couple of ways you can use the search: by ticket number (#) or by keyword.
Each ticket in the system is assigned a number incrementally from when they are placed. If you know the number of the ticket you want to comment or reply on, put that in the search field and click “Search”. This will bring up the page for that ticket.
Another way of searching is by keyword which is useful when you can’t remember or don’t know a ticket number. Often typing part of the user issue description or an identifying name, department, or vendor will yield a list of all the closest related tickets. If the ticket you want is in the list just click on it and add
Top 10 Tickets
A second way to find tickets is in the “Top 10 Tickets” areas of the main page. This is a quick look at what tickets are open or new in the queue. If any tickets are directly assigned to you, they will be displayed in the “10 highest priority tickets I own” area. By clicking on that it will expand and show you all the opened or new tickets you own.
To see 10 newest tickets not assigned to any specific WebRT user, which is the case most of the time. Click on “10 newest unowned tickets” to view all the open or new tickets in this area.
The Queue
The third way to find a ticket is to click on a queue in the upper right hand corner of the page. The one you are most concerned with is “sasjobs”. By clicking on that it will display all the new and open tickets in that queue no matter what the ownership.
Advanced Search
One last way to search for a ticket is to search via the advanced feature of WebRT.
First click on the sasjobs queue on the right hand side of the page.
Once the queue loads on the page click on the “Edit Search” link up toward the top of the page.
This will bring up the advanced search page. It can look a bit daunting but the only thing we are concerned with is the Id option.
That will allow you to put in a topic/keyword to search for within the subject of a ticket. I inputted “firefox” for example.
If you click the drop down menu you can chose other options such as content which will search the body of all the tickets, as well as content-type and filename.
Now click “Add” button. The page will reload. Then click the “Add to Search” button and it will load with all the tickets with “firefox” in the subject. Scroll through that list to find your ticket.
Other keywords you can use are a name, department, computer name, date, etc.
Resolving a Ticket
Once a ticket task it completed and the user is satisfied we can now resolve the ticket. To do this navigate to the ticket. In the upper left area of the page there is a “status” drop down menu. Click on that and select “resolved”.
When this is done click the “Update ticket” button.
Yet another way to resolve a ticket is by clicking on the link to the ticket in the queue, then up at the top clicking “Resolve”
Reopening a Ticket
One last very useful feature of WebRT is the ability to go back and reopen a ticket once it has been resolved.
To do this you would first search for the ticket topic via the methods above. Once found click on the ticket link.
At the top right of the screen you can click on “Open”.
Another way is to comment on the ticket and up at the top is a drop down menu for “Status”. Then click on “Open”.
