RT Request Tracker User Manual v.2.0
Contents
1. FREIE UNIVERSITAT BOZEN LIBERA UNIVERSIT DI BOLZANO FREE UNIVERSITY OF BOZEN BOLZANO Verwaltung Amministrazione Administration RT Request Tracker User Manual v 2 0 Contents What is the RT Request Tracker and where can it be found sssssssssseessesrrrserreresrrerssrresrrerssrereserersseerese 2 What do we want to achieve with RT esses enne rentes serere tete sse sese testes te ree seerun 2 How do l create a Que i eR ne 3 How is a ticket processed NER 5 Whatis the RT Request Tracker and where can it be found The Information amp Communication Technology department of the Free University of Bolzano Bozen provides an electronic HelpDesk System for all the staff of the organization It is used to manage and process the inquiries problems and disturbances in a quick and clear manner The software called RT Request Tracker gives the possibility to send inquires or report problems around the clock and furthermore in a simple and uniform way You can access the RT Request Tracker via following URL https support unibz it We kindly ask you to make inquiries to ICT only about those issues for which our department is responsible What do we want to achieve with RT We would like to achieve following goals using RT Request Tracker v You can make an electronic inquiry at any time and get a confirmation immediat2. ely By accessing the internet page of the RT you can check the status of your inquiry Y The HelpDesk staff has a new tool that allows them to manage and solve problems appropriately and quickly Y All other users are provided with a complete documentation and overview of all actions taken within the process of solving the inquiry How do I create a ticket After entering your username and password the following mask is displayed F s p o me fesi Hoch Fed Qe Oo dah Dua Je oe e 90 L HlBOo AT Sell Service ntp mere Bs irh estin o Nas Field Gees LE ai id dd LER BLADE vue a aeri lush and Q O Ff ee 0520 awie aros M rcs DAT u ameti i cati arl PF Y x y ET S ll Sarve 7 Crente a ticket qun Plead pel a ipriit q med Hen ates Deurkbe Wem accom bria In the drop down box one hast to choose the responsibility area Following sections are available e Computer Pool Faculty of Computer Science e Computer Pool Faculty of Design and Art e Information and Communication Technology e Maintenance BK e Maintenance BX e Maintenance BZ e Security Troubles The Subject field should be used the e mail subject alike It should describe the kind of the issue briefly The field Attach file can be used if there is a attachment one wants to send which can be helpful for solving the issue Describe the issue below field should contain as detailed as possible description of a problem Aft
3. er having entered the information one has to click Create ticket The following page is now displayed ETIAM e pu Pus dde ieee lee rus Jus o EF OUS pee e Gee dh i Bags dicm eae mh ed pe ig run hd E ELE uL Pete oxX E b ume Fy o ee b ms Ji iF H zit E T Lgj mon ccr was T for unibz it AT Seif Service f 73 test Bes lA 22 an Fee CHafu al Cres bisa SL Lism See den JF ee phi bap Pe Tames Tia hand i rond Ap Beat Fugit al bates LIT This page is divided into four areas Results The Basics Dates and History One can see all the details of the newly created ticket At the same time you receive an e mail with a confirmation communicating that your inquiry has been sent to the group responsible for the issues E E ne 7 7 110 MH Pep T T bet nil aman deeper unir i ker hy FLOP a Te Pomi Share ma zx fae air t iD rome Pat ines Hechricht Farts mutomat pch eretedlis Eere n rege wird ma ech she m nplich brarbzitst 2119 Ee FLEA ul Pe JALLE GE da SE LA amp EST Ee ml bee Sewers eer pe Tisbei ee jeg hm y pe EH GLUE JIk Bi BLD ESIHVALLES LL Io Du Eran Li GA I JEF TEE Le ke Fi suf diame ysi eet woctan the TT Tem EL PL RM ee Ld L duh PL ee amp plu pr stu pe In meslrismi momento ph commaltarmw jo teie delis Bus ricbhisszas sila memTwrste pegina kc pan P Pu FEN Sm a TL Ere EEG Mei TE FE a rie ie dress rere AR z Jhu
4. n Fel Sie Soe jiteriori mformarioni sili slhi sisbocecions dalis Bee richissza La preghiamo di invieccels FPldjecuA4 ld duda l Lo i ee ee o ad Tid LULT This mpre was automatically peered Fur eyar wiil be eee am BCORE WB ole RETLIms Tu C m DORRI LiF WEALuE DoD Tous ee amp t Dis EoIllo amp 5dPA LIREI bre pp ZI mupzcrct uns hr iar Ticket Du pm imp ham Port D Tid Phi ih u Mie GML i5BTOCEME Liu FLER KBpbg DA TEIE ei All the communication between the person who made the inquiry and the HelpDesk is made via e mail The user can use either the Reply function in his her e mail software or log in to RT web page and reply there How is a ticket processed Status new The user creates a new inquiry assigning it to a certain queue responsibility area At this moment the ticket is assigned to a responsible group but not to a certain person yet However it is displayed on the RT web page already Status open The responsible staff member has been assigned to process the inquiry Status resolved The inquiry or the problem is solved and the ticket is closed The user who created the ticket receives an e mail message
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