New request tracking system

From ST to RT

For about 16 years, MFCF has used a heavily-customized request tracking system based on a very early version of a product called RT. We called ours RT for several years; more recently we have been calling it ST. Many of you are familiar with using this system to report problems or requests.

With the recent release of version 4.4, the official RT product now supports certain features of ST that are important to us. IST has upgraded the central campus RT service to this latest version, and MFCF will switch from ST to RT at the end of the day on Friday June 30.

What this means for you

Transition

New work will be tracked in RT. Requests still open in the ST system will not be forgotten.

Creating tickets

The best way to create a ticket is to use the new form. You'll need to fill in most of the same information as before. It just looks different, and is a bit simpler to use. This form will be available at

  • the front page of the MFCF web site: click "Report a problem or submit a request"
  • central campus RT: click "New ticket", select MFCF from the list of "Other departmental request forms".

A ticket can also be created by sending email to:

 rt-mfcf@rt.uwaterloo.ca but this does not guide you through providing required information.

Viewing tickets

Log in to the central campus RT. Your list of tickets is shown.

You can still access your old ST tickets using the old web interface.

Interacting with tickets

As with ST, you can simply reply to email about a ticket. You can also view the correspondence history of the ticket and add comments to it once you have logged in to RT and selected the ticket from your list of tickets.

Documentation

IST has documentation about RT.

Terminology

Some terminology has changed.

"Ticket" (rather than "an RT", etc.) is the official term for a request in the system.

"Clients" are those for whom the work is being done.
There are two client roles:

  • Requester: the person or persons for whom the work is being done. Same as in ST.
  • CC: any other clients who are interested. Same as in ST.

"Issue Solvers" are those who do the work on tickets.
There are four issue solver roles:

  • Owner: the person doing the work. Same term as ST, except ST allowed multiple owners.  This person also coordinates the work done by supporters.
  • Supporters: issue solvers who assist the owner. In ST these were the multiple co-owners, if any.
  • Accountable: someone, often a supervisor, who ensures the work gets done. In ST this was called "Responsible".
  • AdminCC: other issue solvers (not clients) who want to stay informed about progress.  Same as ST.