Service Desk Knowledgebase: Request Tracker (RT): Difference between revisions

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==Service Desk Call Handling Procedure==
==Service Desk Call Handling Procedure==
''Escalation points and key contacts to be defined...''
All queries concerning the operation of RT itself should bo to rt-admin@cl.cam.ac.uk (aka ckh11)
* [http://helpdesk.csx.cam.ac.uk/ RT] tickets can be escalated to the ??? by changing the '''Queue''' to "'''UCS ???'''" with the '''Owner''' set to '''Nobody'''.  Tell the requestor:<br /> ''I am passing this request over to our ??? team who, I'm sure, will be in contact shortly.''
 
* [http://helpdesk.csx.cam.ac.uk/ RT] tickets can be escalated to the ??? by changing the '''Owner''' to '''???'''".  Tell the requestor:<br /> ''I am passing this request over to ??? who, I'm sure, will be in contact shortly.''
 
* [http://helpdesk.csx.cam.ac.uk/ RT] tickets can be escalated by emailing [mailto:???@cl.cam.ac.uk ???@cl.cam.ac.uk] and setting the '''Status''' to '''@3rdparty'''.  Tell the requestor:<br /> ''I am passing this request over to our ??? team who, I'm sure, will be in contact shortly.''


== Contacts ==
== Contacts ==

Revision as of 11:41, 23 December 2014


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

CL Customer Documentation

NA

Further CL Sys-Admin Documentation

NA

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

Service Desk Call Handling Procedure

All queries concerning the operation of RT itself should bo to rt-admin@cl.cam.ac.uk (aka ckh11)

Contacts

Primary rt-admin@cl.cam.ac.uk

Availability

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

Additional CL Staff Resources

Hints, Tips & Known Issues

Title Person (Date)

Categorising Keywords

  • Request Tracker RT Job-ticketing System
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