[Faccus] Request Tracker (RT) system upgrade - coming soon

Heather Wey hawey at uwaterloo.ca
Mon Apr 28 10:49:16 EDT 2014

What is happening? The "Request Tracker (RT)" system, used by many areas of campus, is being upgraded to the most recent version, RT 4.2 .

When is this happening? Tentative go live date  is a weekend in late May or early June. Any down time will occur during non-business hours; details will be communicated before the upgrade takes place.

Why is this happening? This upgrade is a result of the work of the campus wide projects: "RT Investigation Project (2012-13)" and "Request Tracker 4 (RT4) Implementation Project (2013-14)".

What do I need to do?

·         Please share this information with staff in your group who use the current "RT" system.

·         RT Issue Solvers: Register now for training - https://uwaterloo.ca/ohd/technology-workshops

o   Thursday, May 1, 9:30 am - 11:00 am

o   Wednesday, May 7, 9:30 am - 11:00 am

o   Tuesday, May 13, 10:00 am -11:30 am

o   Thursday, May 22, 10:30 am - noon

o   Thursday, June 12, 2:00 pm - 3:30 pm
Before RT4 go live date

·         Custom Fields:

o   "Custom Fields" (matching the form fields) may appear in your current RT3 queue at some point leading up to the go live date.

·         https://uwaterloo.ca/rt/new-rt4
Key notes about this upgrade

·         RT 4.2 will be delivering the existing service of RT3 with an updated look, new request submission forms, and some new features (e.g. a new knowledge base).

·         What's new?

o   "Reply" and "Comment" buttons (at the top) are now in the "Actions" menu at the top.

o   Quoted text in the ticket history is hidden by default (for a cleaner look); it can be shown by clicking "-Show quoted text-".

o   Recurring tickets feature (allows creation of multiple recurring tickets based on a schedule).

o   New knowledge base (appears as "Articles" in the top menu).

·         Other information

o   7 years of data will be moved; older data will be available on an archive read only site.

o   Default settings:

§  Ticket history will display newest items at the top; to change this: (http://uwaterloo.ca/rt/new-rt4/issue-solver-documentation#prefs).

·         Overview: RT4 PDAG seminar from March 28th: http://tcs.uwaterloo.ca/tcs/#page:recordingList&pageNumber:1&id:6D126015-8020-4405-B6F0-4C7766D7FAE1

Questions/concerns? Please email rt-help at rt.uwaterloo.ca<mailto:rt-help at rt.uwaterloo.ca>.

Recipients of this message: rt-adminccs, isthd, ist-staff, admin-support, faccus, ctsc, ucist

Heather Wey
IST Communications
University of Waterloo
519-888-4567 x35878

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