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Request Tracker 4 (RT4) Implementation Project. Lisa Tomalty, ltomalty@uwaterloo.ca Information Systems and Technology. What is request tracking?. Ticket/request-tracking systems are used to  coordinate tasks  and manage user requests Users receive email updates on work being done

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request tracker 4 rt4 implementation project

Request Tracker 4 (RT4) Implementation Project

Lisa Tomalty, ltomalty@uwaterloo.ca

Information Systems and Technology

what is request tracking
What is request tracking?
  • Ticket/request-trackingsystems are used to coordinate tasks and manage user requests
  • Users receive email updates on work being done
  • Staff working on a ticket see all of the activity, communications, history, etc.
background rt investigation project 2012 13
Background: RT Investigation Project (2012-13)
  • Recommended RT4
    • Open source; support available from Best Practical Solutions LLC
    • Existing expertise for RT exists on campus
    • Well liked, stable solution
    • Many new features, customizable and expandable
    • Active user community
    • Many issues identified can be addressed via
      • Process changes/leveraging existing RT functionality
rt investigation project
RT Investigation Project
  • Recommended RT4
    • Meets critical requirements identified
    • Works with browsers/operating systems used on campus
    • Ability to integrate with asset management and other systems
    • Request Tracking Investigation Project Recommendation
campus wide involvement
Campus Wide Involvement
  • Members from each IT area on campus to provide input/participation
    • In implementation
    • In on-going use and development
  • Consistent user experience
  • Key success factor:
    • adoption of common request tracking system
additional participants
Additional participants 

Mail list only:

CSCF: Lawrence E Folland

IST-IS: Mike Gaspic

IST-Security: Mike Patterson

Security review:

  • IST-Security: Terry Labach or Patrick Matlock

Testing/Mail list

  • IST-ITMS: Daspina Fefekos
rt4 implementation project
RT4 Implementation Project
  • Continue to provide an ongoing, reliable RT system
  • Meet the most important request tracking needs of the IT areas on campus
  • Implement a knowledge base
  • Integrate with the service catalogue
  • Enable processes to improve IT support
benefits of campus wide system
Benefits of Campus Wide System
  • Efficiency
    • Shared tool, one installation
    • Share administration and development
  • Improved IT service support through
    • Collaboration between and within IT units
    • Improved communications, support
    • Increased functionality
    • Enable/automate improved IT service processes
    • Shared knowledge base
    • Common tracking and metrics
program of projects
Program of Projects
  • Program of related projects will include:
    • RT4 Implementation Project
    • IT Best Practices Project
    • Asset Management Project
    • SLA Project
    • Possibly other projects
  • Dependencies between projects will be defined
objectives goals 1
Objectives/Goals-1
  • Work together with IT areas on campus to leverage the many benefits of RT4
  • Enable IT units to share and collaborate on requests
  • Upgrade to the most recent version of RT4
  • Update user request forms
  • Import existing data
  • Provide training, documentation and communication
  • Expand the use of RT4 to other IT units on campus
objectives goals 2
Objectives/Goals-2
  • Implement new functionality and configure the new system based on:
    • Requirement information gathered in the RT Investigation Project
    • Requirements that will come out of the IT Best Practices project (TBA)
    • Other requirements that are deemed necessary for IT support on campus
  • Non-IT areas use of the system:
    • Non-IT areas may continue to use the system
    • Focus will be on meeting IT needs of campus for request tracking
new functionality features 1
New functionality/features-1
  • Reporting/metrics
  • Knowledge base (“Articles”)
  • New user request forms (linked from service catalogue)
  • Shared queue administration
  • Customizable workflows - per queue
  • Customizable email templates – per queue
new functionality features 2
New functionality/features-2
  • Recurring tickets
  • Escalation
  • Better tools for synchronizing accounts/groups with Nexus/LDAP
  • Improved user interface (including ability to hide quoted text)
  • Improved searching/canned searches
  • Supposedly significantly faster. :-)
approach
Approach
  • Phased approach
  • Incremental changes
  • Keep RT system operational and functional throughout the project
timeline
Timeline
  • Phase 1A (late Dec 2013)
    • Planning, clean up user accounts in RT3
    • Install and configure newest release of RT 4.2 and necessary plug-ins
  • Phase 1B (Jan-Apr 2014)
    • Configuration/development
    • Testing
    • Permissions
    • Documentation, Training, Communication
    • Some new features
  • Phase 2 (May-Aug+ 2014)
    • More new features
    • Migrations and continual improvement
    • Make recommendation for maintaining and keeping RT current
    • Training/documentation of changes
it strategic objective mapping
IT Strategic Objective mapping
  • “IP9: Exchange high quality data and information when, where, and how it\'s needed" and"...ensure that the University community is fully enabled any time, anywhere, on their preferred platform or device, ..."
    • Web browsers: RT4 works across all/most common browsers
    • Mobile: RT4 works well on most mobile devices
    • Client computer: RT4 requires no special configuration to use in web browser
related strategic objectives
Related Strategic Objectives
  • RM1 "Make the necessary technology infrastructure and resource investments"
    • Investing in helpdesk and staff support technology
  • OC2 "Take a University-wide perspective to IT"
  • OC3 "Build a cohesive knowledgeable IT community across the campus"
    • Enable communication, collaboration
    • Knowledge sharing through requests and knowledge base
  • IP5 "Continuously improve and optimize IT processes, workflow, and platforms"
    • Collaborative, structured approach to improving processes and workflow
  • U1 "Empower the user and optimize the user\'s experience"
    • Improve responding to requests, allow users to check progress
    • Knowledge base: help "build our users\' knowledge and capabilities"
related it direction
Related IT Direction
  • Work together to improve the usability, delivery and support of IT
    • Related potential opportunity:
      • Create integrated, service-oriented helpdesks that uphold excellent standards and stay connected to share information to best serve users.
          • One installation of the request system used by all and shared knowledge base would help achieve this.
questions
Questions?
  • Inquiries and requests for RT access/queues can be directed to:
    • Lisa Tomalty ltomalty@uwaterloo.ca
  • Project Web site:https://uwaterloo.ca/it-service-asset-management/request-tracker-4-rt4-implementation-project
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