RT Web Order Procedures
- New requests will generate an email to both the libraryacq@umbc.edu account and the reference librarian of the department listed in the request.
- Requests not coming directly from the library liaison will require an approval in the form of a reply to the ticket.
- Monitor all incoming tickets, ensure the approval, and assign the owner based on the request details
- To assign an owner: Click “The Basics”, change the name, save changes
- A notification email will be sent to the new owner
- Updates will now be sent to the owner, not the libraryacq email
- Once the ticket is assigned the order will be processed:
- Questions and updates should be sent to the requestor via replies to the ticket
- When the order is complete, update the status by choosing "Actions" then "Resolve"
- Enter the status suck as "ordered" or a reason for rejection in the reply box and choose update ticket. The requestor will be notified.
- To resolve an order without notification choose "comments" in the Update Type dropdown box under Ticket and Transaction.
- Replies to this ticket will reopen the ticket and it will have to be resolved again to remove it from the queue
- Orders will remain in the queue until resolved.
To Find a Previously Closed Ticket
- Under the search menu select Tickets, then New Search
- Enter a portion of the title in the Subject field
- Click Add these Terms and Search
{"serverDuration": 303, "requestCorrelationId": "1d1d2b6cd642469493db986a29795fe2"}