The RT ticketing system
It is important not to reply to old tickets with new issues nor to alter the subject line in the replies you recieve back via the ticketing system. Requests sent to to that address are processed by the person currently on the help-desk, so expect to have interactions with more than one person to resolve a fault - especially if it is a specialist issue or a complex one.
- System and network administration in general
- For issues relating to printers and printing
- For anything to do with the building and other physical infrastructure
If you are unsure about which queue to send your item, send it to sys-admin – we can easily move the ticket to a different queue if necessary.
It helps us if tickets are each about one distinct item. If you have several requests which are all different and you expect could be dealt with by different people, then please send separate e-mails – it helps us manage the work better.
When you first send mail to a queue on a new subject, a ticket is created and you are sent an automatic reply with the ticket reference, e.g. [rt.cl.cam.ac.uk #2830], in the subject line. This should be quoted in the subject line on all further correspondence relating to that matter.
When the new ticket is created, all watchers of the given queue are notified by e-mail. At some point, one will take ownership of the ticket and start work on it until it is resolved, whereupon it disappears from the queue. Any resolved ticket can be resurrected by someone sending further correspondence to the queue address with that ticket's identifier in the subject line.
Seeing your own tickets
If you go to SelfService, you will see a list of the tickets which you have sent to RT. (Requires Raven login)
I can't see my own tickets at SelfService
If you cannot see all the tickets that you think should be there, please email rt-admin with a list of the email addresses that you think you have contacted us from. We can guess at local addresses within cam.ac.uk, but will have no clue about gmail, hotmail or other non-local addresses.
Another possibility is that the ticket has been sent from a list or role address rather than your own. RT does not expand lists and will treat the list address as an individual user, rather than as a set. If you want to see tickets sent from such an address, you will have to discuss this with rt-admin.