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As part of Information Systems & Technology's (IST) plan to effectively communicate technological/system changes, the Service Updates (SU) section of the Request Tracker (RT) system has been put in place.

Anyone with privileged access to the RT system will see Service Updates. If your group does not have access and you would like to see Service Updates, please email rt@rt.uwaterloohelpdesk@uwaterloo.ca with your request

Who can submit Service Updates

Only certain IST groups can submit requests. If you feel your group should be able to do this, please email rt@rt.uwaterloohelpdesk@uwaterloo.ca explaining what types of Service Updates you would like to submit.

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If you are in one of the RT groups that has permissions to see the Service Updates, you will see them as soon as you log into the request tracker system. If you do not have permissions, you can request permissions for your group via rt@rthelpdesk@uwaterloo.uwaterloo.ca.

1. Log into the request tracking system

2. You will see any current Service Updates in pink across the top of your main RT page that meet this criteria:

   • New/open, or

   • Starting in the next 24 hours, or

   • Resolved sometime in the last 48 hours
     

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3. To view the details of any of the Service Updates, simply click in its title and then scroll down to view the details

4. After clicking on a service update or after clicking on the words 'Service Updates' you will have the following options:

   • List All SUs (to view a list of all current Service Updates)

   • New SU (to create a new Service Update - details on this are described below)

   • Search SUs (to search for specific updates - details on this are described below)

5. To see a full list of Service Updates click on Service Updates above the pink banner or click on Service Updates from the lefthand menu. The full list of Service Updates shows any Service Updates that meet this criteria:

   • Open, or

   • Pending, or

   • Resolved (within the last 5 days)

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