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Request Tracker 4 (RT4) Implementation Project. Lisa Tomalty, [email protected] 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, [email protected]

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

  • 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

  • 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. :-)


  • Phased approach

  • Incremental changes

  • Keep RT system operational and functional throughout the project


  • 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.


  • Inquiries and requests for RT access/queues can be directed to:

    • Lisa Tomalty [email protected]

  • Project Web site: