Request Tracker (RT)

Category: Business Tools
Audience: IT

Overview 

Request Tracker (RT) is a request tracking system -- 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. The ACCC uses RT for request tracking and offers RT instances to other campus units for any type of email or request tracking that needs to be handled by a group of people.

Features 

In an RT Instance:

  • Requests (or tickets) can be initiated by email or the Web; each RT instance will have a Web address and will usually have one or more email addresses.
  • Appends and status changes are tracked.
  • Tickets can be assigned to queues.
  • RT has a rich privilege system, so that different users may have different rights to change or assign a ticket, based on queue, etc.

RT is a product of Best Practical. Best Practical has a list of RT features and an RT Wiki that explains the details of details of normal use.

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's "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 on Principal Administrator, who will have superuser privileges allowing them to configure that RT instance. The principal administrator: adds the instance's "users" -- the people will answer the requests/tickets, creates the instance's queues, assigns privileges, and can create new superusers.

Applicability 

 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 some changes by email if convenient.
  • Allowing interaction via the Web, with any Web browser, for people with UIC NetIDs and password. No special client is involved. Further, the original requestor can check the status of his ticket and view appends on the Web.
  • 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.

Cost 

Monthly Maintenance Fee per Instance: $35

Support 

Further Information 

ACCC Service Level Agreement (SLA)

Service Request Fulfillment Time

3 business days.

Incident Resolution Time

4 business days.

Service Availability 24x7
Maintenance Window(s) Approved ACCC maintenance window(s): accc.uic.edu/service-status
Service Notification Channel(s) ACCC News and Alerts: accc.uic.edu/news/all
REACH distribution email list.
Reviewed to Ensure SLA Meets Business Requirements

Provisional SLA - Currently under IT Governance review.

Date Reviewed

Provisional SLA - Currently under IT Governance review.