The two basic elements of RT are tickets and queues. The function of a ticket is to keep track of the evolution of an issue. The basic workflow of the tracks' said evolution can be summarized in the following points:
A ticket is created with the first description of the problem
An operator takes ownership of the ticket and starts working on it
The evolution of the problem is recorded in the ticket's history
After the problem's resolution, the ticket is closed and archived
All of the ticket's metadata, from its creation date to the amount of time it took to close it, from the user who created it to the operator that worked on it, and so on, is recorded and grouped with all the other tickets' metadata in order to build statistics and calculate service-level agreements.
A queue, on the other hand, is a specific collection of tickets and a way to file new tickets under different categories. You can define different queues based on the different organization...