Customising your Home page in RT

1
Customising your Home page in RT

• Adding a panel to show your own unresolved
  tickets
• Click the Tickets link in the RT home page, then
  click New Search

2
Adding the first search criteria

• In the Status boxes, select isnt and new.
• For the Owner box, select is and then select your
  username from the list on the right (NB andy is
  only used as an example here!)
• Click the Add button underneath the Add Criteria
  panel. The added criteria appear in the Current
  Search list on the right.

3
Adding the last search criterion

• In the Status boxes, select isnt and resolved.
• Click the Add button underneath the Add Criteria
  panel. The added criterion appears in the
  Current Search list on the right.

4
Saving your search

• In the Saved Searches panel, My saved searches
  should be visible in the Privacy box.
• Type My-Unresolved-Tickets in the Description box
• Click the Save button. This saves these
  searching rules in a set of their own.
• Then click Home to return to your RT home page.

5
Adding the search to your home page
Click the Edit button in the blue bar below the
RT at a glance heading.

• Click on My unresolved tickets in the list on the
  left
• Click the arrow to add it to the list on the
  right
• Click the Save button at the bottom of the page

6
Adding a panel to show unowned its-helpdesk
tickets

• Do another New Search in the Tickets page
• In the Queue boxes, select is and its-helpdesk.
• In the Status boxes, select isnt and resolved.
• For the Owner boxes, select is and Nobody.
• Click Add. The added criteria will appear in the
  Current Search list on the right.

7

• Adding the final search criterion
• In the Status boxes, select isnt andrejected.
• Click Add. The complete list of criteria will
  appear in the Current Search list on the right.

8

• Saving the completed search
• In the Saved searches section, ensure My saved
  searches is shown in the Privacy box, and enter
  its-helpdesk unowned in the Description box.
• Click Save.
• Then click Home to return to your RT home page.

9
Adding the new search to your RT home page

• Click the Edit button in the blue bar below the
  RT at a glance heading.
• Select its-helpdesk unowned from the list on the
  left.
• Click the arrow button to add it to the list on
  the right.

10
Changing the order of the displayed panels

• Select its-helpdesk unowned in the list on the
  right.
• Click the up-arrow button to move the item up one
  level in the list.
• Click Save at the bottom of the page.
• Now click on Home and youre done!