RT User Tutorial for SAP Support Pack 2008

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RT is used to Open, Track and Report defects found during support pack testing.  RT can be accessed via email or directly through the RT Self Service Interface. 

RT Email Access

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Step 1:  Address an Email

 
Using your preferred email application, (MSOutlook, MIT Webmail, Yahoo, Gmail...) paste the following address in the "To:" field;

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Step 2: Populate the Subject Line

 
The subject line should contain the following 
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• SAP 2008

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• Functional Area

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• Summary of Ticket 

Example:    Subject: SAP 2008 - HR Payroll - Error on Distribution Changes posting data
 

Step 3: Populate the email Body

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Details of the ticket are placed in the body of the email.  Screenshots and/or attachments of screenshots should be included where available.   

Step 4: Receive Confirmation

 
The sender receives an AutoReply email from SAP Test Issues via RT (alias saptest@RED-SOX.mit.edu ) confirming the creation of the ticket.  A link is provided in the body of the confirmation email to check the status of the ticket. 
Tickets created in the queue via email will be edited to ensure the correct Project Name (SAP Support Pack 2008) is assigned for future reporting.    

RT Web Self Service AccessAccess 

https://help.mit.edu/SelfService/ 

Launching RT

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RT can be accessed from MIT Web Self Service at the following link: 

https://help.mit.edu/SelfService/^{Image Removed} 

This link opens the RT for help.mit.edu interface and defaults to the user's open tickets (see Diagram 1) . By clicking on the lines under the Subject header on any of these New Tickets you will launch the Update Window. 

Update Window functionality will be discussed in later steps. 
Diagram 1 - Default Window                               

Viewing Open Tickets

To view Open Tickets, click on the "Open Tickets" menu option (Diagram 1).  A list of the users open Tickets is presented.   

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Once a list of Open Tickets is presented on the screen, click on any line item under the Subject header to launch the Update Window (Diagram 2).  The SAP Project Name field must contain the text "SAP Support Pack 2008" text. 

This text is used as a Project Identifier which allows SAIS to discriminate between multiple projects using the "SAP:: Test Issues"  RT Queue. 

Click on the "Update this Ticket" push button on the upper left corner of the screen. 
Users must press the "Submit" button at the bottom of the screen to save any changes to the Ticket. 
Diagram 2 - Update Window                                             
 

Viewing Closed Tickets

 
The users Closed Tickets are viewed by selecting "Closed tickets" from the menu options list on any screen.  A list of the users Closed Tickets will appear on the screen (Diagram 3).  As with the other screens, clicking on any line item under "Subject" will launch the Update Window (Diagram 2). 
Users must press the "Submit" button at the bottom of the screen to save any changes to the Ticket. 
Diagram 3 - Closed Tickets                                                    
 

Creating New Tickets

 
In order to create new tickets, select the "New ticket" menu option from any screen.   This will launch the "RT Self Service / Create a ticket" screen (Diagram 4).  Diagram 4 - Create a Ticket                        

                       
For this project we will use the "SAP:: Test Issues" Queue (Diagram 5).  Click on "SAP:: Test Issues" to select this Queue. 

      Diagram 5 - Test Queue List        
Selecting the Queue name from the list will launch the "RT Self Service / Create a ticket" Window (Diagram 6).  This Window provides place holders for details regarding your defect.  Providing details aids in defect resolution.  Screen shots of defects or error messages can be attached to the ticket and are extremely helpful.   The subject line is critical to identify this ticket as an SAP Support Pack related ticket.  The subject line should contain the following: 
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• SAP 2008

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• Functional Area

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• Summary of Ticket 

Example:   Subject: SAP 2008 - HR Payroll - Error on Distribution Changes posting data 

Once all data fields are populated, click the "Create ticket" button on the bottom right of the screen. 
The user will receive an email from SAP Test Issues via RT (alias saptest@RED-SOX.mit.edu ) confirming the creation of the ticket.  A link is provided in the body of the confirmation email to check the status of the ticket. 
 Diagram 6 - Create a ticket detail screen