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Submitting a ticket

Tickets can be created and submitted by sending an email request or via a request form.

Submit a request using a request form

Request forms may be accessed from:

• The Information Systems & Technology (IST) service catalogue
• The Self Service home page, by clicking on New ticket in the menu
  • You will be presented with a list of forms that you can use to submit your request
  • If you aren't sure which form is appropriate for your request, please use the IST general request form
• Another University faculty or department website

Some RT request forms are built in the WCMS and some are built in RT. For forms built in RT (e.g. most forms linked from the Self Service home page):

1. Fill in the values as required
   1. If you are submitting the ticket for another user, simply add in their userid(s) or full email address(es) to the Requestor(s) field.
      • For example, jsmith,djones OR jsmith@uwaterloo.ca,djones@uwaterloo.ca
   2. NOTE: Use the TAB key to move through the form as hitting enter (in some cases) may submit the form
2. Once all values are filled in, click 'Submit' to submit the form.

To submit a general request via email

1. Email rt@rt.uwaterloo.ca
   1. If you include someone on the Cc: line this will include them as a Cc: of the request and they will receive notifications of correspondence on the request

Logging into Request Tracker

Use your WatIAM credentials to log in at https://rt.uwaterloo.ca/SelfService/.

The RT menu is along the top of the window and includes:

• Home - takes you to the Open Tickets screen
• Tickets - by default, you are looking at open tickets. Use the pull down menu to access Closed tickets
• New ticket - use this to create a new ticket in any available queue.  If you aren't sure which form is appropriate for your request, please use the IST general request form
• Logged in as - log out of the RT system
• Help for RT - link to support resources on uwaterloo.ca/rt

By default the SelfService Home screen will show your currently open tickets.

Viewing a ticket

You can view a ticket from either the Open tickets page (default view on the SelfService home page), or the Closed tickets page, available from the Tickets menu. Click on the Subject to open the ticket.

Tickets have three main areas; The Basics, Dates, and History.

The Basics

The Basics area will contain the ticket ID number, the current status, the priority, and it may contain additional custom fields for that specific queue. The Requestor can also see which queue the ticket is in.

Dates

This area contains various dates and times related to the ticket creation date, last updated, due date (if set), and closed date.

History

This area contains the replies, comments, and changes made to the ticket. To show all quoted text click on Show all quoted text or to show quoted text in a specific reply of comment click on Show quoted text in the specific reply or comment.

Replying to a ticket

As a ticket creator, there are two ways you can reply to a ticket. You can reply directly to an RT email notification or you can reply to a ticket via the RT web interface.

Replying to a ticket via e-mail

• After an RT ticket is created, an email notification to the ticket requestor will be sent
• If you reply to that email (without editing the subject line), the entire message body will automatically be added to the RT ticket as a reply

Replying to a ticket via the RT web interface

1. From the Open Tickets listing, click on the ticket subject to view it
2. On the right side of any comment in the History area click on the Reply link
3. The Reply form will open on a new page
4. Click on Submit to save your changes and submit the form

Reopening a ticket

• If your Ticket has not been resolved to your satisfaction, reply to the resolved email you received when the ticket was first closed indicating the reason you are not satisfied
• Find the ticket in the list of Closed tickets and click on the update link in the far right column of the list
  • The Update ticket window will open and the status field will be changed

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