Request Tracker (RT) Introduction

What is RT?

• A request/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
• 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.

Submitting Requests to the RT System

• 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.)

Tracking Your 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

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For Request/Issue Solvers:

Process and Resolve Requests/Tickets Using the RT Web Interface

• https://rt.uwaterloo.ca (the internal site for IT staff and other request/issue solvers)

Documentation

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

Email Reminders

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

Last updated by Lisa Tomalty (ltomalty at uwaterloo.ca) on May 13, 2013

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