In this article:

Setting up generic accounts that forward or redirect to Request Tracker (RT)

If you have a generic account (WatIAM and/or Connect account) that forwards or redirects to one of your RT queues (via an email address in the form of rt-queuename@rt.uwaterloo.ca):

• Please submit a request to RT help and include the generic account name by submitting the form: https://uwaterloo.atlassian.net/servicedesk/customer/portal/2/group/52/create/1400 

• By submitting a request to RT-help, we can assist with setting up this forwarding and redirecting rule so that it works as expected

Receiving or submitting new RT tickets

• Make sure that all tickets have an owner so that someone will receive an email when the requestor replies to the ticket

• When you are given a new ticket, reply to the requestor as soon as possible

  • If you know you are busy and can’t get to the request right away:

    • Ask them when they need the request completed by

    • Let them know an approximate timeline

Tickets in the wrong queue or given to the incorrect person

• Move the ticket back to the -general- queue

• Add a comment regarding the incorrect assignment and any other information you may have (e.g. if you know what queue it should go to, include this in the comment)

• Do not reply to the email you get from RT explaining it is not for you/your area as your reply will not be sent to the person who gave the ticket to you

Comment vs. Reply

• Reply when you want the ticket Requestors and Ccs to receive an email

• Comment when you only want the Owner of the ticket to receive an email and/or when you want to note ticket details/progress that the Requestors/Ccs do not need to be updated on

Resolving RT tickets

Straightforward request/resolution

• If the ticket is for something to be set up/changed that it is fairly straightforward, in most cases, it will be OK to resolve the ticket as soon as the work is done

• Ensure you reply to let the requestor know what has been done and let them know that they can reply if there are any issues/questions

Report of a problem or issue

• If the ticket is reporting a problem or issue, it is important not to resolve the ticket until you hear back from the requestor that all is working again

  • If you have replied with a solution and have not heard back it is a good idea to touch base to ensure all is OK before resolving

  • If you have replied with a solution and you have followed up at least once to ask if everything is working/OK/fixed, you can resolve the request with a note indicating, "Since I have not heard back from you for a few weeks, I will be resolving this ticket. If the problem still exists, please reply to this email or create a new request ticket. Thank you."

Non-standard problem, issue, or request

• Add information to the ticket regarding what was done to solve the issue (this can be added as a comment if it is not relevant to the requestor)

  • This will help when handling future requests that are similar to past requests.

• Ensure you click the Update Ticket button after choosing Resolve from the Actions menu

Best Practices

• Reply to the requestor as soon as possible

  • Let them know when you will get to their request

  • Ask for details

  • Ask when the request needs to be completed by

• If you are assigned a ticket in error

  • Put the ticket back into the -general- queue

  • Change the owner to 'Nobody..'

  • Optional: add a comment with any pertinent details

• When resolving tickets, add information about what was done (for future reference for yourself and others)

• Do not record personal information in a ticket (e.g. passwords, social insurance numbers, credit card details, etc.)

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