Request Tracker (RT) surpasses 1 Million tickets
The Request Tracker (RT) system recently reached the 1 million ticket milestone after 10+ years of being used to report campus IT issues.
The use of RT on campus dates back to the late 90’s when the system’s functionality was more limited andpartially command and text-based. Since then, Best Practical, the developer of RT, has continued to update and improve features in this open-source product. Originally used by Information Systems & Technology (IST) to track incoming requests, the popularity of RT has grown over the years. The May 2009 IT Task Force Report recommended “A common request tracking system, such as the IST RT system, should be employed universally across campus.” Since then, the use of RT has grown and is now used by all faculties and many departments on campus to track both IT and non-IT requests. IST continues to maintain, support and host this single campus ticketing system to enable cross campus collaboration on incoming requests and providehigh-quality service to our clients.
The 1,000,001st RT ticket requestor joins IST’s Service Desk staff who triage RT tickets, and IST’s RT administrators, to celebrate the 1,000,000th RT ticket
Learn more about Office 365 ProPlus
Office 365 ProPlus is the newest desktop version of Microsoft Office (different from O365 apps in the cloud) and is available for Windows and Mac OS. This version includes ongoing updates (monthly or semi-annual) and includes new features and only minimal updates/changes to the applications. Read the recent IST blog post to learn more about O365 ProPlus, deployment options and schedules.
Update on the Office 365 Employee Email Investigation project
The O365 Employee Email Investigation project hosted its final consultation session on November 28. In total, six faculty and two staff consultations were held over the fall 2019 term. The project team members are in the process of reviewing the information and feedback received from these sessions, and before the end of the year, hope to offer a recommendation to UCIST, on whether or not University employee email could migrate to Office 365.
Additional communications will be shared with the campus when this information is available. To learn more about this project, view the expanded benefits and FAQ pages, or submit your feedback, please visit the website at https://uwaterloo.ca/office-365-employee-email/.
Waterloo Content Management System (WCMS) 3 is coming
The current version of our University websites, "WCMS 2", are built using Drupal 7, which will reach end-of-life in 2021, meaning it will no longer be supported by core maintainers with fixes, security releases, or enhancements. The next version of our websites, "WCMS 3", will be built in the newest available version of Drupal, Drupal 8.
This project will manage the redevelopment of WCMS 3 (excluding UWaterloo Scholar websites), and the project website, https://uwaterloo.ca/wcms-3 will be used to share project information and updates on the work being done to "build the next WCMS".
Subscribe to IST News
Want to receive email communications from the IST Communications team directly to your inbox? Subscribe now to receive IT service announcements, maintenance/outage details, IT project information, and other related messages.
About these messages
Communications from IST are generally published in the Daily Bulletin, posted to the IST website and social channels (Twitter and Facebook), and shared via email with faculty and administrative support units through IT support representatives and service desk contacts.
The topics of these messages vary, but may include IT service updates, planned or unplanned maintenance/outages, IT event and consultation opportunities, and new communication resources (e.g. websites). By subscribing to the ist-news@lists.uwaterloo.ca mailman list, individuals will receive these messages via email; subscribers will not be able to choose the types of messages they wish to receive.
Note, if you're already receiving email updates from us via one of our other IT-related mailing lists (e.g. admin-support, faccus, isthd) there's no need to also subscribe to IST News.
Subscription options
-
Subscribe: Send an email to ist-news-subscribe@lists.uwaterloo.ca
-
Unsubscribe: Send an email to ist-news-unsubscribe@lists.uwaterloo.ca
