Ticket

A Ticket (or Request) is a collection of information concerning some subject to be tracked.

RT keeps track of everything that happens to a ticket, including internal discussions and discussions with the originator.

A ticket has the following:

• A Requestor - the User that is waiting for the issue to be resolved. In some cases there may be no requestor on a ticket or more than one.

• An Owner - the User that is currently responsible for resolving the issue.

• Zero or more CCs who are treated like co-requestors.

• Zero or more AdminCCs who are treated like co-owners.

• A Status which tracks where the ticket is in the current workflow. Status and workflow can be customized using RT's Lifecycle feature.

• A ticket belongs to a Queue. A Queue can be used to hold a certain "class" of tickets, e.g. those that should be handled by a particular group of Users.

• A Priority

• A DueDate, the date it was Created, the LastUpdated date, and the date it was Resolved, if it is complete.

• A record of how much time has been spent on a ticket.

• Relationships to other tickets as links.