[Faccus] Request Tracker (RT) system upgrade - coming soon
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.
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
University of Waterloo
-------------- next part --------------
An HTML attachment was scrubbed...
More information about the Faccus