1. Improving Your RT Experience Paul Henderson May 14, 2009

2. Post-Presentation Note Not all URLs in this presentation can be accessed by everyone. Some of them can only be accessed by a consultant. If you wish to see what the consultant’s view looks like, please ask any IST Contact person for assistance; they should be able to supply their credentials to allow you to have a look.

3. Accessing the Request System User may use web form User may use email Phone IST Help Desk x84357 (519-888-HELP) Consultant normally uses Consultant’s web form http://ist.uwaterloo.ca/isthome/istproblem2.htm

4. When using the Web form Choose appropriate Request Type Descriptive Subject (if present) Accurate description of what you need Name, Department and phone# automatically supplied https://ist.uwaterloo.ca/request

5. When using email Descriptive Subject Accurate description of what you need Name and Department Phone number Email Signature

6. User email Subject: security group addition dejohnston Date: Mon, 13 Apr 2009 11:39:06 -0400 To: "'Client Services-Correspondence'" From: "Brenda MacDonald" Could you please add Diane Johnston to the or-Web-Finance security group? Thanks Brenda Brenda MacDonald Manager, Research Operations and Communications Office of Research X32451

7. The Consultant’s Experience Driven by email Frequent reference to Consultant’s web form

8. Subject: [UW-RT #155688] SharePoint Protocols From: The RT System itself via RT Date: Mon, 20 Apr 2009 13:16:21 -0400 To: "ntmaint@uwaterloo.ca" Mon Apr 20 13:16:21 2009: Request 155688 was acted upon. Transaction: Given to ntmaint by RT_System Queue: IST-WinServer Subject: SharePoint Protocols Owner: ntmaint Requestors: cpbell@iqc.ca Status: new Ticket https://rt.uwaterloo.ca/Ticket/Display.html?id=155688

9. Subject: [UW-RT #155666] New Employee - Hayden, Tay From: "\"Doris G Tom via RT\" Date: Tue, 21 Apr 2009 09:12:07 -0400 CC: "ntmaint@uwaterloo.ca" Hi Mike Both bookit and mailservices accts have been created, userid is zytay. Both passwords are the same as his ads (quest) password. ntmaint: please move Hayden Tay (zytay) to the housing OU in order to access Network Drives: T:\\(houswr$ on jam) N:\\(housus$ on jam) Requires security group named hous-Housing and remove hous-NoResources Thanks Doris https://rt.uwaterloo.ca/Ticket/Display.html?id=155666

10. How we can all help Supply a descriptive subject line when creating a request. Make sure your email signature contains an extension number. Ensure that the description of the problem is as accurate as possible. referencereference Delete unnecessary included lines when replying.

11. Examples Good Respond to email generated from Request

12. Subject: Re: [UW-RT #154739] New Printer From: Chris Watson via RT Date: Fri, 03 Apr 2009 14:08:46 -0400 To: hostmaster@rt.uwaterloo.ca Cc: "Peggy S Day (pday)" Fri Apr 03 14:08:46 2009: Request 154739 was acted upon. Transaction: Correspondence added by cdwatson Queue: IST-WinServer Subject: Re: [UW-RT #154739] New Printer Owner: ntmaint Requestors: cdwatson@uwaterloo.ca Status: open Ticket https://rt.uwaterloo.ca/Ticket/Display.html?id=154739 Just wondering what the status of this request is? Thanks Chris Watson Plant Operations x32179

13. Examples (continued) Verbose – consultant’s view Verbose “New Samsung printer for Plant Operations” might have been a better Subject. Verbose with highlights Verbose No longer verbose No longer

14. Summary Descriptive Subject Accurate description of what you need Name and Department Phone number Email Signature Delete unnecessary included lines

15. Questions and Comments