Request Tracker (RT) Introduction

RT is:

• a problem tracking system
• used to report problems or request services from:
  • various groups within Information Systems and Technology (IST) AND
  • some other departments/faculties/areas on campus

Accessing the RT System

Submitting Requests/Tickets

• Via web form (some areas require requests to be submitted via web form):
  https://rt.uwaterloo.ca/request (requires WatIAM/Quest userid and password)
• Via email:
  request@rt.uwaterloo.ca (**Note: The Request Tracker system only receives email from on campus email addresses.)

Process Requests/Tickets Using the RT Web Interface

• https://rt.uwaterloo.ca (the web site for staff to access the request system)

Documentation

• RT Documentation on using the RT web interface for staff
• IST/UW Service Updates System documentation

Tracking Requests/Tickets

• Visit https://rt.uwaterloo.ca/request (requires WatIAM/Quest userid and password) to view content/progress of any requests/tickets you have submitted

Each request that is submitted results in the generation of a request "ticket".

This ticket contains a number of attributes including a request/ticket number that is used to track the progress of the request.

Email Reminders

Details are in the Email Reminders section of the RT Documentation.

 

Last updated by Lisa Tomalty (ltomalty at uwaterloo.ca) on December 1, 2011

Information Systems & Technology
University of Waterloo
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Waterloo, Ontario, Canada N2L 3G1
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