Request Tracker System

The Request Tracker (RT) system is used to report problems to, or request services from, various groups within IST, and some other departments/faculties; RT is also used to record planned and completed changes.

Online

• The Web Form is recommended
  • A WatIAM userid and password are required.
  • Request Tracker User's Guide.
• Web site for support staff to access the request system.

Email

• Send a description of the problem to request@rt.uwaterloo.ca.
• You need to be in the uwaterloo.ca domain to use this email address (on-campus or using UW's dial-up service) and the request must be submitted from your WatIAM userid.
• Note: when CC'ing someone on a request use their full email address.

Phone

• IST Help Desk - x34357 or 519-888-4357 (HELP).
• Faculty Help Desks

 

Escalation Process

The Request Tracker (RT) system is used by clients to report problems to, or request services from, various groups within IST. IST continues to work on ways to improve the RT monitoring and follow-up process, with the goal to resolve requests as quickly as possible. Clients also request help from IST using direct email or phone calls to IST staff. If your problem or request to IST is taking too long to resolve, or was not resolved to your satisfaction, you are invited to contact Bob Hicks, Director, Client Services. Bob can be reached at extension 32194, or by email at bjhicks@uwaterloo.ca. 

Information Systems & Technology
University of Waterloo
200 University Avenue West
Waterloo, Ontario, Canada N2L 3G1
519 888 4567 x37070

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