The Request Tracker (RT)'s “Queue” is called “Request Type” in Jira Service Management (JSM). Here is the table of IST’s JSM Request Types with corresponding RT Queue names.
Request Type | RT Queue |
2FA Token Request | IST-CSgs |
Add Device to Allow List | IST-CSgs |
Admin-General | IST-Admin |
Adobe Connect Support | ITMS-AdobeConnect |
ArcGIS | IST-CSSoftware |
Atlassian Request | IST-CS-WikiJira |
Campus Checkin | IST-Campus-Checkin |
CDR-Call Report- Department Phone | IST-CSTelAdmin |
Change/Update Existing Phone Menu | IST-ICS-Voice |
ConsignO electronic document signing | IST-CSgs |
Contracts | IST-Admin |
Datacentre infrastructure | IST-SAS |
DCA-CampusApps | IST-CampusApps |
DCA-WinApps | IST-WinApps |
DTR-New Machine | IST-CS-DTR |
DTR-Other | IST-CS-DTR |
DTR-Replacement | IST-CS-DTR |
DUO 2FA | IST-CSgs |
IST-CSgs | |
Firewall change | IST-ISS-General |
General (Service Desk) | General (Service Desk) |
GitLab | IST-Git |
Internal Chargeout Request | IST-Admin |
IST Account Rep | IST-CS |
IST-WCMS | WCMS |
IT Infrastructure Help | IST-ISC-iApps |
Knowledge Base Change | IST-CS |
Lost or Stolen 2FA Token | IST-CSgs |
Microsoft 365 Change Request | IST-ISC-iApps |
MS Stream | IST-ISC-iApps |
New Phone Menu | IST-ICS-Voice |
New Cell Subscriber | IST-CSTelAdmin |
New Mailing List | IST-CSgs |
Offboarding | IST-Admin |
Onboarding | IST-Admin |
Other Wireless | IST-CSTelAdmin |
PeopleSoft Technical | IST-AppAdmin |
Procurement of Equipment | IST-Admin |
Qualtrics | IST-CS |
Request Cell Add-On Feature | IST-CSTelAdmin |
Request Tracker | IST-CS |
Rogers/Bell Wireless Invoice Group Access | IST-CSTelAdmin |
SharePoint Online Site Request | IST-CS |
SharePoint Site Migration Request | IST-CS |
Software Purchase | IST-CS |
STEM Applications | IST-CS |
Suspend or Cancel Wireless Account | IST-CSTelAdmin |
Teams Live Event Request | IST-ISC-SkypeTeams |
Request to set up a Teams Live Event | IST-ISC-SkypeTeams |
Transfer 2FA Token to Another Employee | IST-CSgs |
Try Jira Service Management | IST-CS-WikiJIRA |
Update a Billing Account | IST-CSTelAdmin |
Voice Mail Password Reset (staff/faculty) | IST-ISC-iApps |
Voice Mail Password reset Departmental Phone | IST-CSTelAdmin |
Voice Mail to Email Notification | IST-CSTelAdmin |
Waterloo Photos | IST-CSgs |
WatIAM | IST-CSgs/IST-WatIAM |
WatSAFE | IST-ISS-General |
WatVote-Election First-past-the-post-style Vote | IST-CS-WatVote |
WatVote-Referendum | IST-CS-WatVote |
Webstore | IST-CSSoftware |
Wi-Fi | General (Service Desk) |
Wireless Hardware Upgrade | IST-CSSoftware |
Wireless Technical Support | IST-NSwireless |
Work Requests | IST-Admin |
Active Directory | IST-ISC-iApps |
Add New Department | IST-WinServer/IST-WatIAM |
Add, Remove, Change Department TS Admin | IST-WinServer/IST-WatIAM |
ADFS | IST-ISC-iApps |
Application Review | IST-ISC-iApps |
Azure BI Gateway | IST-ISC-iApps |
Azure Integration Runtime | IST-ISC-iApps |
Billing Inquiry | IST-CSTelAdmin |
Bug Reporting | IST-AppAdmin |
Computer hardware repairs | IST-Hardware |
CRS | IST-CS |
DCA-HousingApps | IST-Housing |
Department Directory Change | IST-CSTelAdmin |
Department Phone Report | IST-CSTelAdmin |
Device IP Registration | IST-hostmaster |
Device Troubleshooting | IST-Hardware |
DHCP Options | IST-hostmaster |
Directory Correction | IST-ntmaint |
DNS Request | IST-hostmaster |
DTR-New Machines | IST-CS-DTR |
DTR-Others | IST-CS-DTR |
DTR-Replacements | IST-CS-DTR |
Email Infrastructure | IST-ISC-Connect |
Event Wi-Fi | IST-Nswireless |
Feature Enhancements | IST-NSdata |
General Network | IST-NSdata |
Grouper System Support | IST-WatIAM |
Housing | IST-Housing |
HP laser printer maintenance kits | RS-Printers |
IIM-EDM-Ops | IST-IIM-EDM-Ops |
InfoSilem | IST-ISS-AppCon |
Infrastructure Review | IST-ISC-iApps |
IP address management (DNS/DHCP) | Networks |
ISC-Apps | IST-ISC-iApps |
ISC-Workstations | IST-Workstations |
ISS Hiding | IST-ISS-General |
ISS-General | IST-ISS-General |
IST-CampusMap | IST-CampusMap |
IST-NSdept | IST-NSdept |
IST-WCMS-dev | IST-WCMS-dev |
IST-WCMS-infrastructure | IST-WCMS-infrastructure |
IST-WCMS-scholar | IST-WCMS-scholar |
IST-WCMS-support | IST-WCMS-support |
IST-Web-Search | IST-Web-Search |
ITMS-Events | IST-ITMS-Events |
ITMS-PTS | IST-ITMS-PTS |
ITMS-Stores | IST-ITMS-Stores |
ITMS-Tech | IST-ITMS-Tech |
Linux SSL certificate maintenance | IST-Unix |
Lost or Missing Cell | IST-CSTelAdmin |
M365 Admin | IST-ISC-iApps |
MACs - Cabling | IST-NScable |
MACs - Infrasec | IST-NSinfrasec |
Managed Linux server support | IST-Unix |
Move/Add/Change DNS Records | IST-hostmaster |
Move/Add/Change Wired Switch Port Connectivity | IST-NScable |
MS SQL | IST-SAS |
Netmon feature request or bug | IST-NSnetmon |
Network cabling request | IST-NScable |
Network Jack/Port Activation | IST-NScable |
Network Outage Reports | IST-NSdata |
Network Switch | IST-Nscable |
Network UPS | IST-NSdata |
Networker backup request | IST-NSdata |
New JSM Project | IST-CS-WikiJIRA |
NS-parked | NS-security |
NS-security | NS-security |
Oracle | IST-AppAdmin |
parts-receiving | IST-Hardware |
Phone Call Report | IST-CSTelAdmin |
Physical Security | IST-NSsecurity |
PrintServAdmin | IST-Workstations |
Qualtrics | IST-CS-Qualtrics |
Quest (PeopleSoft) | Quest |
Renovation spaces - Cabling | IST-NScable |
Renovation spaces - Infrasec | IST-NSinfrasec |
Request Tracker | RT-help |
Rouge AP Approval | IST-Nswireless |
Sailpoint admin | IST-WinApps |
SAS vendor support | IST-SAS-vendor |
Sendit | IST-WinServer |
Server co-location request | IST-WinServer |
Service Desk Email | IST-CSgs |
Sharepoint Infrastructure | IST-ISC-iApps |
Shibboleth System Support | IST-ISC-iApps |
SQL Server | IST-DBA |
Staff/Faculty Directory Change | IST-CSTelAdmin |
Storage request | IST-SAS |
Student Information System technical request | IST-CampusMap |
Subnets | IST-hostmaster |
Subzones | IST-hostmaster |
SuiteCRM | IST-AppAdmin |
Tableau | IST-AppAdmin |
Virtual Desktop Infrastructure (VDI) | IST-WS-VDI |
Virtual server creation | IST-WS-VDI |
Virtual server modification/deletion | IST-WS-VDI |
Virtual server support | IST-WS-VDI |
VM server creation | IST-WS-VDI |
VM server decommissioning | IST-WS-VDI |
VM server maintenance | IST-WS-VDI |
VPN/Cisco AnyConnect | IST-Nsdata |
WCMS 3 migration request | IST-WCMS |
WCMS 3 new site request | IST-WCMS |
WCMS beta site request | IST-WCMS |
Wi-Fi Dead Zone | IST-Nswireless |
Wi-Fi Network Issues | IST-Nswireless |
Wi-Fi Outage | IST-Nswireless |
Windows Virtual Desktop (WVD) | IST-WS-VDI |
Wireless Network | IST-Nswireless |
Workstation Deployment | IST-WS-SWdeployment |
Workstation Imaging | IST-WS-Imaging |
Workstation Receiving | IST-WS-Receiving |
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