Viewing My Libraries Tickets with ByWater Solutions

by Margaret Hade on Nov 14, 2022

We at ByWater Solutions practice what we preach and use open source tools internally for our enterprise applications. Developed by Best Practical Solutions, Request Tracker (RT for short) is our open source ticket tracking system. Our partners can log into the Self Service page to ask questions, make requests, or report problems. Once the Support Leads receive your ticket, we’ll work with team member who has expertise in that area to answer your questions or resolve the problem as quickly as we can. Let's take a tour!

My Open Tickets

The RT Self Service website allows you, the partner, to view all your Open and Closed tickets. You can also use the Simple Search to search for tickets by entering id numbers, subject words "in quotes", queues by name, Owners by username, Requestors by email address, and ticket statuses.

New Feature - My Group's Ticket

For all new tickets you will now be shown a section with your group's tickets on Request Tracker's Self Service Open and Closed pages, too. You can open, read, and reply to tickets even if you aren't a Requestor or Cc'ed on the ticket.

This new feature works with the existing "Primary Ticket Contact" for a given library. The older feature is for our partners with many staff members who submit tickets. A primary contact email can be added to every ticket. As a Library Director or Systems Administrator you'll know that you are always in the loop.

In this example ticket the viewer is not the initial requestor of the ticket. Still they can read the ticket and reply to it.

The reply will be added to the ticket's correspondence and the original requestor and ByWater staff will be notified.

If you have any questions about this feature you know where to find us. We hope this helps you monitor and administer your tickets more efficiently and appreciate your feedback.