Search for a ticket in RT

Navigate to Search -> Tickets -> New Search

You will now see a menu that allows you to build your search; see the image with the key fields explained:

Subject (1) - Search for subject or content in the ticket (click the dropdown menu for more options).

Queue (2) - Specify the queue you want to search in (some queues have additional search criteria that will appear when you click on the queue -> Add conditions (6)).

Status (3) - Specify the status of the ticket you are searching for.

Owner (4) - Specify the owner or who last updated the ticket (click the dropdown for more options). 

Requestor Email Address (5) - Search by reporter. Here, you can select name, email, etc., from the dropdown menu. 

Add these terms (6) - Add search criteria before you potentially search.

Add these terms and search (7) - Run the search immediately. 

Wildcard - "%"

The "%" symbol can be used when you are not exactly sure what to search for. It will act as a wildcard symbol. For example, you can type Per% under Requestor Full Name  (5)  if you remember the user's name starts with Per. 

Similarly, you can type %Per% or %Per, depending on where in the name "Per" is positioned. 

Remember that it may be wise to limit the search as this symbol can lead to many results. 

How to further narrow down the search?

Date

You can limit the search to a specific date. For example, if you know that the ticket was created before, after, or during a certain date. By changing the values in the fields marked with 1 in the image, you can set these values. 

If you want to search limited to a certain period, you can use the button Add these terms (2) and add before and after in the date field (you must click the Add these terms button each time you add a new criterion in the same field). 

Person

When you know who has updated, closed, or created the ticket, it also allows us to narrow down the search.

Save search

To save a search, you need to first add the search criteria with Add these terms and then click on Save (1) in the field to the right of the screen. Here you can create a name for the search. 

Note: Remember to set "Privacy" to "My saved searches" if you only want the search to be visible to you. 

Saved searches can be found under Load saved search (2).