[Faccus] Request Tracker (RT) changes – April 10

Darren Bondy darren.bondy at uwaterloo.ca
Fri Mar 31 13:56:29 EDT 2017

What is happening?

·         RT ticket status automation: RT ticket statuses will automatically change from ‘new’ to ‘open’ when the ticket owner submits a reply (correspondence) on the ticket. This will only happen for tickets of status ‘new’ (and not for tickets with a status of ‘resolved’ etc.).

·         ‘AdminCc’ role change: The ‘AdminCc’ role (under ‘People’ when viewing an RT ticket) will change as follows:

o   ‘AdminCc’ of a ticket will receive an email when any changes are made to the ticket (unless they are made by the ‘AdminCc’)

o   ‘AdminCc’ will be able to view/modify all parts of the ticket (currently ‘AdminCc’s can only view ticket history, ‘The Basics’ information, Custom Fields and Dates)

Please note: The ticket ‘AdminCc’ role is distinctly different from the ticket ‘Owner’ role in these ways: ticket ‘AdminCc’s will not receive ticket reminders or feedback and the ticket status will not change from ‘new’ to ‘open’ if the ‘AdminCc’ replies on the ticket.

When is this happening? Monday, April 10 at 8:30 a.m.

What is the impact?

·         RT ticket status automation: All ‘new’ tickets will be tickets that the owner has not replied to yet, making it easier to identify tickets that require attention.

·         ‘AdminCc’ role change: The increased ‘AdminCc’ functionality will allow for additional ticket oversight/backup where required.

Questions or concerns? Please contact the IST Service Desk, helpdesk at uwaterloo.ca<mailto:helpdesk at uwaterloo.ca> or ext. 44357 by April 5.

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

Darren Bondy
Information Systems and Technology
(519)888-4567 x49525
University of Waterloo, Waterloo, ON

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