[Faccus] Request Tracker (RT) system update - June 3

Lisa Tomalty ltomalty at uwaterloo.ca
Wed May 27 13:21:29 EDT 2015

What is happening? The Request Tracker (RT) system is being tweaked to ensure that anyone cc'd on a new request is notified by email.

When is this happening? Wednesday, June 3, 7:30-8:00 a.m.

How does this impact you? If you are cc'd on a new request you will be notified via email, regardless of how the ticket was created.

What else should I be aware of?

*       If a new request is submitted via email, anyone cc'd will receive two email messages: the original email and an email from the RT system.

*       When replying to an RT email, ensure you reply to the email from the Request Tracker system (with [UW-RT #999999] in the Subject (where 999999 is the ticket number)).

o   Replying to the original email that does not have this in the subject, will result in a new ticket being created.

*       **Always ensure all tickets have an owner (even if the ticket is resolved or stalled).

o   This ensures that replies from the requestors and cc's are sent to someone.

Questions or concerns? Please contact the IST Service Desk, helpdesk at uwaterloo.ca<mailto:helpdesk at uwaterloo.ca> or ext. 44357.

Recipients: ist-staff, faccus, rt-adminccs

Lisa Tomalty

Manager, Customer Relations and Support

IST Account Representative, Faculty of Arts

Information Systems and Technology

University of Waterloo

(519)888-4567 x 35873

EC2-2nd floor/PAS1083

ltomalty at uwaterloo.ca<mailto:ltomalty at uwaterloo.ca>

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