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 |
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 |
Regroup | 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 |