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Request Tracker (RT) Ticket Tracking System
Overview
Request Tracker has replaced Casetracker as IS&T's system for tracking client problems and questions. To ensure a smooth transition, all open Casetracker cases have been migrated into Request Tracker and assigned an RT ticket number. Closed cases January 1, 2006-June 4, 2006 have also been migrated and assigned a ticket number. If you want to view Casetracker cases from 2005 or earlier, Casetracker will still be available in read-only mode.
Using
Clients:
Use the following methods for submitting questions or checking on existing tickets:
- RT Self Service to view all open and closed tickets or to create a ticket
- Computing Help Desk's online form to submit a question or problem to the IS&T Computing Help Desk
- computing-help@mit.edu continues to be the email address for submitting a question or problem to the IS&T Computing Help Desk
Consultants:
Go to the RT home page to view, create
and modify tickets in their queues.
Finding Casetracker Cases
Clients:
- Go to RT Self Service. Any open Casetracker cases you have will appear in the My Open Tickets list.
- For closed cases, go to the old Casetracker home page.
- To reopen a closed case, send email to the Computing Help Desk and mention the case number.
Consultants:
All open Help Desk tickets and all closed Help Desk tickets since 1 January 2006 were copied over to the new Request Tracker system.
- Go to the RT home page and click on Simple Search.
- Enter the Casetracker case number in History Entry Content.
- Choose the Queue, then click Search.
If no tickets display in the results list, go the old Casetracker consultant page and search for it.
Getting Help
Go to the RT Documentation page for a list of documents related to using RT.
