Ticketing System

What Is It?

Ticketing Systems track request and incident tickets -- a way to record requests that come in via email or the Web and to track the history of responses and changes to the status of the requests to promote efficiency and avoid missed requests. Technology Solutions has made this service available via a platform called Request Tracker (RT) by Best Practical. However, this service is no longer being offered to new customers as we transition to a new platform powered by TeamDynamix. More information on the new platform will be made available in Spring 2021.

Features

Using RT improves on the idea of using a secondary NetID or listserv list to respond to a single email address by doing the following:

  • Tracking request history
  • Sorting related tickets into queues
  • Allowing a ticket to be assigned to a given staff member
  • Allowing priorities to be assigned and automatically escalated
  • Sending copies of changes by email to the staff and to the original requestor
  • Using a departmental email address for all correspondence; personal email addresses need never be involved
  • Allowing interaction via any Web browser for people with UIC NetIDs and password
  • No special client is involved
  • Using Bluestem login, so no additional passwords need to be remembered
  • Allowing administration — new queues, ticket assignment, new users, etc. — to be done directly by a departmental administrator

Requirements

From the department/unit’s point of view: At UIC, a UIC NetID and ACCC common password are required to use the RT Web interface. The Principal Administrator of each RT instance must have a UIC NetID and ACCC common password, and, in general, so will all the other people in the department or unit who will be handling the tickets in the RT instance. These are the RT instance “users”; the people who will answer the tickets/requests.

From the requestor’s point of view: Anyone can send email to RT or receive email from RT, regardless of what their email address is and regardless of whether they have a UIC account. So its use as a ticket handling system via email is not limited in any way by the location or privileges of the person asking the question — the “requestor.”

Also, anyone with a UIC NetID and ACCC common password can log into the RT Web site and manage all the tickets they are associated with, either as a requestor, an interested party, or as a person responding to the ticket.

Each RT Instance must have at least one Principal Administrator, who will have superuser privileges allowing them to configure that RT instance. The principal administrator: adds the instance’s “users,” creates the instance’s queues, assigns privileges, and can create new superusers.

Who Is Eligible To Use It?

  • Staff

Where Can I Get It?

New requests for RT instances are no longer available, while the university transitions to the TeamDynamix system. To request a change in configuration for an existing RT instance, select the Request Change for RT button located on this page.

How Do I Use It?

How Much Does It Cost?

This service is Self-Supported. The monthly maintenance fee per RT Instance is currently $35.

How Can I Get Support?

If you are experiencing a problem with this service, please report it. If you just have a question, feel free to ask us.

Service Levels

Service Request Fulfillment Time

Requests for updates/changes: 3 business days

New instances requests are no longer available

Incident Resolution Time 4 business days
Service Availability 24/7
Maintenance Window(s) Approved ACCC maintenance window(s)
Service Notification Channel(s) ACCC Service Notices, REACH distribution email list
 
Request Change for RT

Details

Service ID: 430
Created
Mon 12/21/20 7:38 PM
Modified
Wed 5/5/21 1:12 PM
Service Owner
This person is accountable for the overall performance of this service. This is not a support contact.
Service Review Date
Date of the most recent review of this service.
02/28/2021