Length: 4 hours

This session covers everything a user needs to know to work in RT, starting with ticket management fundamentals through more advanced topics like creating saved searches and dashboards.

Topics:

• Core concepts

• Working with tickets

• Updating tickets, replying, commenting

• Ticket metadata, history, custom fields

• Understanding users and roles

• Articles

• Preferences

• Searching and reporting with the query builder

• Saved searches

• Dashboards

• Basic approvals

• Review of additional RT features (assets and others)