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To use the newly added plugin action, you first need to create an action profile that uses this script. Create an action profile via Administration > Actions > Create New Action (or update an existing profile). From the Notify Using drop-down list, you should be able to select the script. The name displayed on the list will correspond to the <name>...</name> parameter in $TRAVERSE_HOME/plugin/actions/createTicketInRT.xml file. The Message Recipient field can be left empty and rest of the parameters set as you see fit. Now apply this action profile to various tests as required.
If you wish to create tickets in different queues, you will need to create two different plugin actions, one each for the two RT queues:
su
cd $TRAVERSE_HOME
etc/traverse.init stop
cd plugin/actions
mv createTicketInRT.xml RT-queue1.xml
cp RT-queue1.xml RT-queue2.xml
Now edit RT-queue1.xml and change the <name>.. </name> option to something descriptive, like <name>Create/Update RT-queue1</name>. Also update the --queue option to queue1. Save the file and make similar changes for RT-queue2.xml. Make sure to use different <name>..</name> options.
By default, a new ticket is created on a per-test basis. If device A has two tests X and Y, and both tests fail, one ticket for X and one ticket for Y will be created. If you prefer to restrict new tickets to a per-device basis, where information for X and Y is entered into same ticket and the second test information is added as additional comment, then edit the XML configuration file for the script and add the --perdevice option to the <parameters>..</parameters> section.