USER MANUAL ON REQUEST TRACKER FOR PDMSD
Contents
1. RT for rt ug edu gh Create a new ticket New ticket in f incicent Rf Search Basics Details A Create a new ticket Requestors test test gh Queue Electricals Status new id Ce Owner Nobody in particular Admin Cc Subjectq Burning Cables Please ignore This is a Test Describe the i E Custom Fields Contact Number 0248739393 Enter one value Input must match Digits UGCS Department Combobdi Select or enter one value input must match Mandatory Click to attach more files Click to attach pictures or relevant documents related to the request Attach Browse Click to send request Fig 5 3 Your ticket number will be displayed on your screen and also sent to your email for further correspondence regarding your request as shown below in Fig 6 RT at a glance Ticket 6785 created in queue Training 10 highest priority tickets own Edit Subject Priority Queue Status 6785 testing 0 Training new Fig 6 HOW TO TRACK YOUR TICKETS 1 Login to RT 2 Type your ticket number into the Search box as shown in Fig 7 below and press enter eee y AT ata glance gt rug edu gh QQ Search wetf amp 40 RT for rt ug edu gh New ticket in incident Rel 6978 RT at a glance _ Incident Re Edit A 10 highest priority tickets own dit A My reminders Type your ticket number in the sear2. Type in your username and password and click on the Login button HOW TO CREATE A TICKET To create a ticket a request for solution Click on the Queue Box drop down menu as shown in Fig 3 below and select the section within PDMSD you want to send the request to This is referred to as a Queue If you are unsure of the section select PDMSD your request would be routed to the appropriate section The Queue Box has been enlarged in Fig 4 eee UG STAFF University of G x f AT at a glance x of Login x New Tab x 4 rug edu gh Q Search AIA AO E RT for rt ug edu gh RT at a glance EXN on Search Electricals Environment a Grounds amp Garde A 10 highest priority tickets own Edit A Housing Edit A Quick ticket creation Subject Queue _ Incident Reports Owner Me Step 1 Click on the arrows to display a drop down menu of the Queues Requestors test test gh Content Fig 3 1 Click on the dropdown arrow to get access to the options in the Queue box as indicated in Fig 4 below Incident Fe a Electricals Environment g Grounds amp Gardens Housing 7 Fig 4 2 After filling the fields to create a request click on the button as shown in Fig 5 below to complete the process rt ug edu gh Ticket Create htmi Queue 19 E l c Q Search l TA t A AO
3. USER MANUAL ON REQUEST TRACKER FOR PDMSD Table of Contents Introduction How to Login How to create a ticket How to track your ticket on A N e he How to logout INTRODUCTION Request Tracker RT is a service desk solution for making and tracking requests It will be used for making all academic residential and administrative requests to PDMSD and in the future will replace the manual requisition form Below is a step by step tutorial to aid in making and tracking requests to PDMSD HOW TO LOGIN 1 Visit the Request Tracker site using the URL http rt ug edu gh a log on screen will pop up as shown in Fig 2 below Alternatively this can also be located on the UG website under the Staff Menu as shown in Fig 1 below J g Home University of Ghana A Login x New Tab x J KAILAO Staff Student Alumni Contact MIS Web Step 2 Click on the Staff Menu Staff directory Q Staff email Employment LIBRARY INTERNATIONAL PROGRAM equest Tracker for UG Policies Step 3 Click on the Request Tracker for UG link 2015 GRADUATE 2016 ADMISSIONS mnmamia s wh FN A Fig 1 gt C gt rtug edu gh Login Login 4 2 8 Password Login DON T HAVE AN ACCOUNT Click Here Fig 2 If you do not have an account click on the link below the login button as indicated in Fig 2 above for appropriate directions on how to obtain one 2
4. ch box A Quick ticket creation Subject Queue Incident Reports Owner Me Requestors user ug edu gh Content Fig 7 3 Anew page opens with your ticket and details of your request The status of your request can be found at the History section of the page This is located at the bottom of the page as shown in Fig 8 rt ug edu gh Ticket Dispiay ntm id 6978 CES Sees TAIAO E RT for rt ug edu gh 6978 Light Bulb Replacement at UGCS Conference Room Please Ignore Just Testing ETI incident Ref Search People Dates Links Jumbo Reminders Actions X Display History Basics A Ticket metadata The Basics The Basics A Reminders Reminders id 6978 New reminder Status new Subject Priority 0 Owner bcobblah Benjamin Cobbiah id Queue Electricals Due eee f 6978 Light Bulb Replace x amp rtug edu gh Ticket Display htm id 6978 C Q Search wW 8 aa A A Displa Hist Basi Peopl Dat Links Jumbo Reminde Acti m N Light Bulb Replacement at UGCS splay ory asics eople es in um eminders ons w 6978 bo dy Conference Room Please ignore Just new Depended on by Create particular Testing Parents Create Children Create Groups this user belongs to Edit sone e Everyone Refers to Create e Unprivileged Referred to by Create A History Show all quoted text Show full headers ia Sun Jan 18 16 53 53 2015 beobblah Benjamin Cobb
5. lah Ticket created Reply Comment Forward Subject Light Bulb Replacement at UGCS Conference Room Please Ignore Just Testing The light bulbs in UGCS Conference room have burnt out and need replacement Sun Jan 18 16 53 53 2015 The RT System itself Outgoing email recorded Fig 8 HOW TO LOGOUT 1 Click on Logout from the logged in as user menu as shown in Fig 9 below eee a Screen Shot 2015 01 23 at 11 46 09 AM Edited EH ESES fi WaN ef By T O 2n z os ip rt ug edu gh Ticket Display htm 7id 7006 Q Search A LAA AsO RT for rt ug edu gh 7006 Burning Cables Please Ignore This is a Tesi ae New ticket in t f Display History Basics Peopie Jumbo Reminders Actions Ww A Ticket metadata The Basics Id 7006 Status new Priority O Queue Electricals Click on the logout link to be logged out of request tracker me M A Reminders Fig 9
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