Request Tracker (RT)

From CLAB

Request Tracker (RT) is an open source software package created by Best Practical Solutions, LLC. CLAB staff use RT to track all support and development activity across numerous disparate requestors, resources, and project dependency trees.

[edit] Communication

Email: Customers can interact with our ticketing system with nothing but emails if they like. All correspondence from customers and staff are recorded automatically in the ticket. In this mode RT is nearly invisible and project requestors simply send and respond to emails for all communication about their projects.

To open a new ticket, send an email to support - AT - clab.ist.unomaha.edu. In about a minute RT responds automatically. CLAB staff will respond to your request, which will send you an email.

Web site: Customers and personnel can create, check, or modify their tickets online.

CLAB's RT server is here: http://rtg.ist.unomaha.edu

Read-only access: username "guest", password "guest"

Wiki: Each RT ticket may have a wiki page for additional definitions and discussion. For example, RT 10 has a page in this wiki: RT10

[edit] Organization

[edit] Queues

Every ticket lives in a queue. CLAB staff work the tickets in specific queues based on their areas of expertise.

• GSAF Management - Official GSAF work (Kiran's queue)
• Hardware - Hardware installs/upgrades that are needed to continue the ongoing support of CLAB live in this queue.
• Software - Software installs/upgrades/development for the ongoing support and development of CLAB live in this queue.
• Support-Other An email sent to the support address above automatically opens a ticket here. The requestor immediately receives an automated confirmation including their ticket number. All replies to that email or to emails sent from staff via RT automatically attach into the ticket.
• Support-GCG -
• Support-VNTI -

[edit] Subject Prefixes

We prefix ticket subjects with strings to help us track broad categories. For example, RT ticket #10 begins with "GVRG:" because that request is driven by the GVRG. Here are the prefixes we're currently using:

• GVRG - The Giant Virus Research Group. Lincoln, NE, USA.
• UNMC - University of Nebraska Medical Center. Omaha, NE, USA.
• UNO - University of Nebraska Omaha. Omaha, NE, USA.
• MA3 - Ticket for the MicroArray project.
• RT - Tickets changing how RT works.