Request Tracker (RT) Ticket Tracking System
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Overview
Using
Getting Help
Overview
Effective October 15, 2009, IS&T is limiting support of the Request Tracker (RT) ticket tracking system.
Limited support will include:
- Support of existing RT customers only, and support on how to use RT
- Creating new, basic (not customized) queues for existing customers
IS&T will not accept new RT customers.
IS&T is currently in the process of evaluating alternative ticket tracking solutions. Questions or concerns about the effort or the limited support model should be directed to the Ticketing Tool Discovery Team.
Using
Clients:
Use the following methods for submitting questions or checking on existing tickets:
- RT Self Service to view all open and closed tickets or to create a ticket
- Service Desk's online form to submit a question or problem to the IS&T Service Desk
- computing-help@mit.edu continues to be the email address for submitting a question or problem to the IS&T Service Desk
Consultants:
Go to the RT home page to view, create and modify tickets in their queues.
Finding Casetracker Cases
Clients:
- Go to RT Self Service. Any open Casetracker cases you have will appear in the My Open Tickets list.
- To reopen a closed case, send email to the Service Desk and mention the case number.
Consultants:
All open Help Desk tickets and all closed Help Desk tickets since 1 January 2006 were copied over to the new Request Tracker system.
- Go to the RT home page and click on Simple Search.
- Enter the Casetracker case number in History Entry Content.
- Choose the Queue, then click Search.
Getting Help
Go to the RT Documentation page for a list of documents related to using RT.
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