Improving Your RT Experience

1. Improving Your RT Experience Paul Henderson May 14, 2009

2. Post-Presentation Note Not all URLs in this presentation can be accessed by everyone. Some of them can only be accessed by a consultant. If you wish to see what the consultant’s view looks like, please ask any IST Contact person for assistance; they should be able to supply their credentials to allow you to have a look.

3. Accessing the Request System • User may use web form • User may use email • Phone IST Help Desk x84357 (519-888-HELP) • Consultant normally uses Consultant’s web form • http://ist.uwaterloo.ca/isthome/istproblem2.htm

4. When using the Web form • Choose appropriate Request Type • Descriptive Subject (if present) • Accurate description of what you need • Name, Department and phone# automatically supplied • https://ist.uwaterloo.ca/request

5. When using email • Descriptive Subject • Accurate description of what you need • Name and Department • Phone number • Email Signature

6. User email Subject: security group addition dejohnston Date: Mon, 13 Apr 2009 11:39:06 -0400 To: "'Client Services-Correspondence'" <request@rt.uwaterloo.ca> From: "Brenda MacDonald" <bgmacdon@admmail.uwaterloo.ca> Could you please add Diane Johnston to the or-Web-Finance security group? Thanks Brenda Brenda MacDonald Manager, Research Operations and Communications Office of Research X32451

7. The Consultant’s Experience • Driven by email • Frequent reference to Consultant’s web form

8. Subject: [UW-RT #155688] SharePoint Protocols From: The RT System itself via RT <rt@rt.uwaterloo.ca> Date: Mon, 20 Apr 2009 13:16:21 -0400 To: "ntmaint@uwaterloo.ca" <ntmaint@uwaterloo.ca> Mon Apr 20 13:16:21 2009: Request 155688 was acted upon. Transaction: Given to ntmaint by RT_System Queue: IST-WinServer Subject: SharePoint Protocols Owner: ntmaint Requestors: cpbell@iqc.ca Status: new Ticket <URL: https://rt.uwaterloo.ca/Ticket/Display.html?id=155688 >

9. Subject: [UW-RT #155666] New Employee - Hayden, Tay From: "\"Doris G Tom via RT\" <Client Services-Correspondence" <request@rt.uwaterloo.ca> Date: Tue, 21 Apr 2009 09:12:07 -0400 CC: "ntmaint@uwaterloo.ca" <ntmaint@uwaterloo.ca> Hi Mike Both bookit and mailservices accts have been created, userid is zytay. Both passwords are the same as his ads (quest) password. ntmaint: please move Hayden Tay (zytay) to the housing OU in order to access Network Drives: T:\\(houswr$ on jam) N:\\(housus$ on jam) Requires security group named hous-Housing and remove hous-NoResources Thanks Doris <URL: https://rt.uwaterloo.ca/Ticket/Display.html?id=155666 >

10. How we can all help • Supply a descriptive subject line when creating a request. • Make sure your email signature contains an extension number. • Ensure that the description of the problem is as accurate as possible. reference • Delete unnecessary included lines when replying.

11. Examples • Good • Respond to email generated from Request

12. Subject: Re: [UW-RT #154739] New Printer From: Chris Watson via RT <rt@rt.uwaterloo.ca> Date: Fri, 03 Apr 2009 14:08:46 -0400 To: hostmaster@rt.uwaterloo.ca Cc: "Peggy S Day (pday)" <pday@uwaterloo.ca> Fri Apr 03 14:08:46 2009: Request 154739 was acted upon. Transaction: Correspondence added by cdwatson Queue: IST-WinServer Subject: Re: [UW-RT #154739] New Printer Owner: ntmaint Requestors: cdwatson@uwaterloo.ca Status: open Ticket <URL: https://rt.uwaterloo.ca/Ticket/Display.html?id=154739 > Just wondering what the status of this request is? Thanks Chris Watson Plant Operations x32179

13. Examples (continued) • Verbose – consultant’s view • “New Samsung printer for Plant Operations” might have been a better Subject. • Verbose with highlights • No longer verbose

14. Summary • Descriptive Subject • Accurate description of what you need • Name and Department • Phone number • Email Signature • Delete unnecessary included lines

15. Questions and Comments