Service Desk Knowledgebase: Request Tracker (RT)

This is the Request Tracker (RT) content page of the CL Wiki Service Desk Knowledgebase. Its purpose is to provide information to the Service Desk team on how to handle problems and requests about this CL service. If you are involved with the provision of this CL service please feel free to add to the knowledge about that it.

If CL staff need to tell the Service Desk team about problems with this service please email
sys-admin-aside@cl.cam.ac.uk.

Return to the Service Desk Knowledgebase SERVICE PORTFOLIO

Key Service Description & URLs

• Info on The RT ticketing system
• The RT system is at https://rt.cl.cam.ac.uk
• Local System Information
• Email rôle addresses within the department
• Computer Laboratory News (Twitter use @UC_CL_SysAdm)

CL Customer Documentation

• N/A

Further CL Sys-Admin Documentation

• The RT system is at https://rt.cl.cam.ac.uk

Underpinning Services

• N/A

Customer-base for this Service

• All staff and students of the Computer Laboratory

Costs

• Free to all current staff and students of the Computer Laboratory

SLA

• N/A

General Service Desk Call Handling Procedure

• RT Queues to be monitored are: sys-admin & email-admin

• All queries concerning the operation of RT itself should go to rt-admin@cl.cam.ac.uk (AKA Chris Hadley)

• COMMENT WARNING: Do NOT CC third parties in RT Comments as they cannot reply to the email! (The reply is bounced by RT with Message not recorded (Comment)). If you need to email a third party you have to use Reply and then CC them

• Delaying Tickets: To delay a ticket for automatic re-activation on a given date set the Status to Stalled then use Dates to set a Due: date and [Save Changes]. If you don't the ticket will automatically change Open overnight! [NOTE: "Due" doesn't work on the UIS RT!]

• Modify the subject line in RT tickets so that it has the most meaningful keywords in it for any Subject searches (as you can't search the Content of tickets).

• If an RT Ticket relates to another ticket use Links and Refers to to make the relationship obvious.

• sys-admin-aside@cl.cam.ac.uk gets emailed all the comments & replies on tickets.

Contacts

Primary

• rt-admin@cl.cam.ac.uk (AKA Chris Hadley)

Availability

• Monday:
• Tuesday:
• Wednesday:
• Thursday:
• Friday:
• Saturday: Closed
• Sunday: Closed

Hints, Tips & Known Issues

Configuring RT

Vince Woodley (20/03/15)

The following probably need configuring in the default instance of CL RT to make it more like UIS RT:

1. Turn off the HTML editor: Logged in as CRSid , Settings, Preferences, Ticket composition, WYSIWYG message composer: (*) No, Ticket display, Show oldest history first: (*) No, [Save Changes]

Categorising Keywords

• Request Tracker RT Job-ticketing System