[Faccus] IST Professional Development Seminar

Bob Hicks bjhicks at uwaterloo.ca
Mon Dec 7 16:35:59 EST 2009

Topic:     IST Request Tracker Tutorial/Refresher
Date:      Friday December 11, 2009
Time:      9:00 am - 9:45 am
Room:      MC 2009
Speakers:  Lisa Tomalty, Jim Marshall

The IST Request Tracker (RT) system is used by clients to report problems or request services from various groups within IST. IST continues to work on ways to improve the RT monitoring and follow-up process, with the goal to resolve requests as quickly as possible.

In this seminar Lisa will provide a summary of various RT functions such as email generated by requests, searching for a request, resolving a request, and what happens with the feedback a client provides when a request is resolved. Jim will demo how IST assigns requests submitted to the 'general' queue.

As well, RT is now being used to track service updates. This is part of the change management initiative within IST. Lisa will provide a tour of this area of the RT system.

Bob Hicks
Director, Client Services
Information Systems and Technology
University of Waterloo
Waterloo, Ontario N2L 3G1
Office: Math and Computer Building, Room 2010
Phone: (519) 888-4567, x32194
Fax: (519) 888-4331
Email: bjhicks at uwaterloo.ca

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