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 

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  • 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