In the following, some terms of the Request Tracker will be explained in more detail. In addition, there are notes on how to use the individual fields in the search.


Custom fields

In some areas, when creating a ticket, there is a possibility to specify some information in advance in custom fields, which can lead to a reduction of the processing time.


This term refers to the title or subject of a ticket that appears as the subject of an email when you interact with RT in an email client, or as the title you see in a queue when you work in RT itself. In the search, you can search for individual words that should either be included in the title or not at the moment.


This term refers to the ticket number. Each ticket in the RT has a number that uniquely identifies it. For the search, you can search for specific ticket numbers, namely those that are "less than ", "greater than", "equal to" or "not equal to" a specific number. This way, the searched tickets can be narrowed down considerably, for example, if only the last 100 tickets are searched.


A summary of all tickets that go to an e-mail address. Specifying the area or queue is a good way to narrow down your search if you are entered as the person editing multiple queues.


The shortcut for Request Tracker.


The status the ticket is in. (For example, "new", "open", "resolved"). It is possible to specify these for a queue itself. When searching for a specific queue, care should be taken not to specify a status that does not exist in it. (This leads to the fact that no results are supplied).

Links between tickets

Depends on / Depended on by

This link enforces an order in the processing. A ticket, which depends on another one, can only be resolved when the preceding ticket has been resolved. This way, steps that build on each other can be mapped.

Refers to / Referred to by

Links two tickets without the condition that one must be solved first. Well suited for tickets that are similar in content.

Children / Parents

A "child" ticket must have a corresponding "parent" ticket as a counterpart. "parent" tickets can only be completed when all "child" tickets have also been resolved.

Persons / Rolls


The person who made the request. (A ticket can also be created manually on behalf of someone else).


The owner is the person currently processing a ticket. There are two ways to become an owner:

  1. Replying to a free ticket: The ticket is automatically assigned to the responding person.  (In case of a comment, the ticket remains "free").
  2. Take over a ticket: By entering a person as owner in the field Persons, the entered person takes over the ticket and becomes "owner".


Last updated / Last updated by

When the ticket or the person who changed the ticket last. (This includes, for example, a reply, a comment, or a change in status).


When was the ticket created?

Last contact

Time of the last contact with the person placing the order.


E-Mail: Request-Tracker
Link: https://it.desy.de/services/uco