Changes between Version 43 and Version 44 of Nmm2022/Agenda/RTsetup

Timestamp:

Jul 17, 2022, 8:33:53 AM (2 years ago)

Author:

deepthi

Comment:

--

Nmm2022/Agenda/RTsetup

@@ -334 +334 @@
 Save and exit the file.
 
+Enable module
+
+{{{
+sudo a2dismod fcgid
+}}}
+
 Create a RT5 sites-available configuration file. 
 
@@ -472 +478 @@
 ==== Lets Create a group ====
 
+Navigate:
+Admin > Groups > Create
+
+[[Image(group_creation.png, 800px, nolink)]]
+
+To add members to the group, click on the group and upper right corner, click on "member" tab
+
+[[Image(add_members_to_the_groups.png​, 800px, nolink)]]
+
+after, add the users to the groups
+
 ==== Lets Create a queue ====
 
@@ -490 +507 @@
 Let's see the user list.
 (There, a user have to be created before)
-
-
 
 ==== Changing user rights according to the queues ====
@@ -561 +576 @@
 Note : We can change the status of the ticket using "Action"
 
+And another way to Change the Status and the owner, You can click on the ticket and click on "Basics" 
+
+[[Image(basics_fo_a_ticket.png​, 800px, nolink)]]
+
 When you scroll down, You will see the body of the ticket, there you will have the facility to reply to the requestors, comment and forward the ticket.
 
@@ -577 +596 @@
 [[Image(bulkupdate.png​, 800px, nolink)]]
 
+=== Merge Tickets ====
+In RT, normally if we receive same request or same kind of request, 
+We merge them together. So when we refer the ticket. We can find the similar cases for an institute.
+
+Click on a ticket and click on "Links". 
+You will see a window as follows.
+
+You will need to enter the ticket number in "Merge into:" box and enter
+
+[[Image(links_of_a_ticket.png, 800px, nolink)]]
+
+=== Escalading tickets  ====
+
+Tickets are escaladed among level.
+Tickets are passed to next level to solve
+
+To escalade a ticket, click on the ticket and scroll you will be able to see "Link".
+
+[[Image(Escalading_to_L1_to_L2.png​, 800px, nolink)]]
+
+Then click on "Create", then change the level status to new and change the level to which level you want to escalade.
+
+[[Image(Create_new_ticket_in_l2.png, 800px, nolink)]]
+
+Now go to home page and you will see the ticket in L1-support status has changed to "Pending #ticket number" as follows
+
+[[Image(Pending_tickt_L1_and_new_in_L2.png, 800px, nolink)]]
+
+After L2-support person resolve and change the new L2-support to "solve", can change the L1-support ticket to solve