Request Tracker (RT) Tips & Tricks

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):

Note If you set this up on your own, RT tickets will get generated as expected, but in some cases, the autoreply may not get sent to the requestors (if they send from an @connect email address)

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

Note Requestors/Ccs can see comments when they log in and look at the ticket, but they will not be notified of comments via email

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.)

Need help?

Contact the IST Service Desk online or 519-888-4567 ext. 44357.

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