IST's Jira Service Management Request Type names with corresonding RT queue names

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

Email

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

Need help?

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

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