The RT ticketing system
- System and network administration in general
- Unix/Linux systems administration
- Windows systems administration
- 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.
In addition to the above there are other queues which tickets are moved to. For example there is hardware-admin which is a queue to which hardware-related items are moved. In the first instance though all fault reports should go through one of the above listed queues.
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. This uses Raven authentication, so if you already have a Raven cookie you will be taken right in.
I can't see my own tickets at SelfService
When you login at SelfService, RT logs you in using your CRSID as a user identifier. Thus if the person called John Smith, with CRSID js123, logs in to SelfService then a user with identifier js123 will be created.