6-9-2015 RT update

Tue, 09 Jun 2015 10:40:14 -0400
rt

I would like to share a few updates to the RT community.

First I would like to encourage you to look at this DoIT success story. Financial Aid leveraged the RT front-end form for their Walk-In requests to manage New Student Day.

The department of Mathematics and Statistics, led by Dr. Nagaraj Neerchal and Maggie Kennedy, have joined the RT community in full fashion by managing external (parents, prospective students, etc.) and internal needs (Faculty, Students, Staff) requests.

The department of Physics, led by Paul Ciotta and Erik Crowe, are now using RT for their internal IT support as well as managing key request.

The College of Natural and Mathematical Sciences (CNMS) and the Academic Affairs Other Units (AAOU) will begin leveraging RT for some of their Shared Services activities.

There are several other groups expanding their use of RT to refine their business processing and operations.

Just the facts:
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Feb 2009 UMBC introduces RT
572,581 Tickets
236 Queues
675 Support staff,
251,940 Non-support access
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Lastly, I will be asking RT coordinators from each area to participate in testing an upgraded version of RT. If testing goes well I anticipate the new version will be in place by August. The current version 4.0.21 will be upgraded to 4.2.11 which has been out for a while and considered very stable. Like other systems it is important to stay current with a vendors product to get the benefits of new options as well as support.

Please contact me if you have any questions or suggestions.

Thank you

Joe Kirby