Included in this article:

Submitting a ticket

Note that most of IST and many other areas on campus have migrated to Atlassian/Jira Service Management for ticket tracking. 

• Consult the appropriate service page or area, to confirm how to request the service you are interested in. For IST services, see the IST Service Catalogue. 

Request Tracker Tickets can be created and submitted by  

• Sending an email directly to an RT queue (rt-queuename@rt.uwaterloo.ca) or via a related form.  

Submit a request using a request form

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How to complete the request form

1. Fill in the values as required

   1. If you are submitting the ticket for another user, simply add in their 8-character UWaterloo username (e.g. j25rober) or full email address(es) to the Requestor(s) field.

   2. 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.

Logging into Request Tracker

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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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