Respond, comment, or resolve a ticket in RT

Responding to a ticket

When you respond to a ticket, an email is sent to the Requestor of the ticket, as well as any users and addresses set up as Cc/AdminCc on either the ticket or the queue.

1. Stay in the ticket you wish to respond to
2. Click either on Actions -> Reply  or the Reply icon as shown in the image below. 
3. Fill in your response to the user. 
4. Click on Update ticket  when you want to send the response.

There are two buttons to reply to a user: Reply under the Actions menu or the Reply button in the upper right corner of the reply to or from the user. They have slightly different functionality:

• Actions -> Reply (1 in the image)
  Here, nothing will be included except your signature. You will receive an empty response field.
• Reply button in the upper right corner of a reply (2 in the image)
  Here, the response the button is linked to will be quoted in the response field on the next page. If you wish, you can change the quotation or remove it entirely.

Add attachments, change recipients, and other functionalities

(1) Recipients - Uncheck the box next to the name to not send this response to a sender. Note that this only applies to this email.

(2) One-time copy - Add one or more Cc recipients. Note that this only applies to this email.

(3) One-time blind copy - Add one or more Bcc recipients. Note that this only applies to this email.

(4) Subject - Change the title of the outgoing email. Note that this only applies to this email.

(5) Status - Change the status of the ticket while you respond. 

(6) Owner - Change the owner of the ticket while you respond. 

(7) Attachments - Add attachments. You can either click on the field and navigate to a file or drag the file to the field.

Comment on a ticket

Comments in RT are used for communication to other ticket handlers in RT. A comment is useful when you transfer a ticket to another ticket handler or another queue. It is not visible to the submitter of the ticket. 

There are two buttons to comment on a ticket, which differ slightly from each other: 

• Actions -> Comment (1 in the image)
  Here, nothing will be included except your signature. You will receive an empty response field.
• Comment icon in the upper right corner of a reply (2 in the image) 
  Here, the response the button is linked to will be quoted in the response field on the next page. If you wish, you can change the quotation or remove it completely. 

After you have entered a comment, click on Update ticket to add it.

Close a ticket

When you as a ticket handler believe that the inquiry is resolved, you can close the ticket. The status of the ticket changes from open to resolved and will no longer be visible to you as a case handler. If the requestor updates the ticket, it will automatically reopen.

1. Go into the ticket you wish to close
2. Start by responding to the ticket, or skip this step if it's already done. 
3. Change the status (1) to resolved (2) in the "Ticket and Transaction" field on the right side of the screen. (If you're not in the menu to respond to the ticket, you can close the ticket by changing the status in the "The Basics" field.)
4. Click "Update Ticket" at the bottom of the page.

Depending on which queue you are in, an email will be sent to the submitter indicating that the ticket is closed after you have updated it.