LITS would like to request that staff begin using the Request Tracker system
for placing requests for assistance from LITS.
To begin the process, go to http://rt.umbc.edu. You will have to put in
your user name and password. Once you've done that you'll be taken to the
main RT page. In the upper right hand corner of the page you'll see [your
name]| Preferences | Logout. Click on Preferences. This will bring up
another page. On that page under the General tab you'll see Default queue.
Click on the pull down menu and scroll down to Library-IT Support. Choose
that. Then go to the bottom of the page to click Save changes. Once you
have done that, when you now go to rt.umbc.edu, the default queue will be
Library-IT Support. You can then click "New Ticket In" to get a blank page
for you to describe what assistance you need. The tickets will
automatically come to Alex and myself.
Please use this system as your primary way to request our assistance. It's
not that we don't want to talk to you. But RT should allow us better
control over the otherwise helter skelter way in which requests come to us
by phone calls, litshelp, emails, stopping us with requests as we are headed
to or from providing assistance, stopping our students and asking them to
tell us that something's needed, etc. If we don't respond quickly enough,
you will also have a record of your request to which you can refer.