DATE CHANGE - RT Downtime Notice for 12-19-2013 I apologize for the confusion but logistics have created a need to move the original date and time from 12-14-2014 6am-2pm to 12-19-2013 6pm-9pm.

The database server will be updated the evening of December 19, 2013 starting at 6pm with an anticipated completion by 9pm. This is a reduction of 5 hours off the original downtime schedule due to some enhancements to the upgrade process.

A version of this new setup is available for testing. You can access the test RT system by:

1. Get into the VPN. (vpn.umbc.edu). This is for non-production only
2. Go to rt-dev.core.umbc.edu. You should see a different color theme for this system to ensure you are not in RT production. The data is a few weeks old but should still provide adequate scenarios for testing.

Please share any issues you may find asap so we can do our best to remedy the problem.

Thank you  in advance for your cooperation.

Joe Kirby
]]> I apologize for the confusion but logistics have created a need to move the original date and time from 12-14-2014 6am-2pm to 12-19-2013 6pm-9pm. The database server will be updated the evening... https://beta.my.umbc.edu/api/v0/pixel/news/39336/guest@my.umbc.edu/96c5938bf02331e04c0be13b413af399/api/pixel RT - Request Tracker https://beta.my.umbc.edu/groups/rt https://assets3-beta.my.umbc.edu/system/shared/avatars/groups/000/000/434/608c52894a47a2e6e35b9c555500b1e8/xsmall.png?1343496195 https://assets4-beta.my.umbc.edu/system/shared/avatars/groups/000/000/434/608c52894a47a2e6e35b9c555500b1e8/original.png?1343496195 https://assets1-beta.my.umbc.edu/system/shared/avatars/groups/000/000/434/608c52894a47a2e6e35b9c555500b1e8/xxlarge.png?1343496195 https://assets1-beta.my.umbc.edu/system/shared/avatars/groups/000/000/434/608c52894a47a2e6e35b9c555500b1e8/xlarge.png?1343496195 https://assets1-beta.my.umbc.edu/system/shared/avatars/groups/000/000/434/608c52894a47a2e6e35b9c555500b1e8/large.png?1343496195 https://assets3-beta.my.umbc.edu/system/shared/avatars/groups/000/000/434/608c52894a47a2e6e35b9c555500b1e8/medium.png?1343496195 https://assets3-beta.my.umbc.edu/system/shared/avatars/groups/000/000/434/608c52894a47a2e6e35b9c555500b1e8/small.png?1343496195 https://assets3-beta.my.umbc.edu/system/shared/avatars/groups/000/000/434/608c52894a47a2e6e35b9c555500b1e8/xsmall.png?1343496195 https://assets2-beta.my.umbc.edu/system/shared/avatars/groups/000/000/434/608c52894a47a2e6e35b9c555500b1e8/xxsmall.png?1343496195 DoIT 0 0 true Wed, 11 Dec 2013 10:08:13 -0500 Reminder - RT Downtime Notice for 12-14-2013 This is a reminder that the database server will be updated the morning of December 14, 2013 starting at 6am with an anticipated completion by 2pm.

A version of this new setup is available for testing. You can access the test RT system by:

1. Get into the VPN. (vpn.umbc.edu). This is for non-production only
2. Go to rt-dev.core.umbc.edu. You should see a different color theme for this system to ensure you are not in RT production. The data is a few weeks old but should still provide adequate scenarios for testing.

Please share any issues you may find asap so we can do our best to remedy the problem.

Thanks

Joe Kirby
]]> This is a reminder that the database server will be updated the morning of December 14, 2013 starting at 6am with an anticipated completion by 2pm. A version of this new setup is available for... https://beta.my.umbc.edu/api/v0/pixel/news/39301/guest@my.umbc.edu/5fa658ff63d329d3af1c791bae2854a2/api/pixel RT - Request Tracker https://beta.my.umbc.edu/groups/rt https://assets3-beta.my.umbc.edu/system/shared/avatars/groups/000/000/434/608c52894a47a2e6e35b9c555500b1e8/xsmall.png?1343496195 https://assets4-beta.my.umbc.edu/system/shared/avatars/groups/000/000/434/608c52894a47a2e6e35b9c555500b1e8/original.png?1343496195 https://assets1-beta.my.umbc.edu/system/shared/avatars/groups/000/000/434/608c52894a47a2e6e35b9c555500b1e8/xxlarge.png?1343496195 https://assets1-beta.my.umbc.edu/system/shared/avatars/groups/000/000/434/608c52894a47a2e6e35b9c555500b1e8/xlarge.png?1343496195 https://assets1-beta.my.umbc.edu/system/shared/avatars/groups/000/000/434/608c52894a47a2e6e35b9c555500b1e8/large.png?1343496195 https://assets3-beta.my.umbc.edu/system/shared/avatars/groups/000/000/434/608c52894a47a2e6e35b9c555500b1e8/medium.png?1343496195 https://assets3-beta.my.umbc.edu/system/shared/avatars/groups/000/000/434/608c52894a47a2e6e35b9c555500b1e8/small.png?1343496195 https://assets3-beta.my.umbc.edu/system/shared/avatars/groups/000/000/434/608c52894a47a2e6e35b9c555500b1e8/xsmall.png?1343496195 https://assets2-beta.my.umbc.edu/system/shared/avatars/groups/000/000/434/608c52894a47a2e6e35b9c555500b1e8/xxsmall.png?1343496195 DoIT 0 0 true Tue, 10 Dec 2013 13:58:51 -0500 RT Downtime Notice for 12-14-2013 I wanted to reach out to this group and provide an update on some system upgrades scheduled for RT over the next 8 months or so.

RT has been in place almost 5 years now running on the same hardware. The first phase is to upgrade the database server hardware.

This update will occur the morning of December 14, 2013 starting at 6am with an anticipated completion by 2pm. A version of this new setup will be available for testing the week of 12-3-2013. Please share any issues you may find asap so we can do our best to remedy the problem.

This upgrade will provide some improvements in stability and performance.

Our second phase will be the migration of the RT Application to new hardware. This is currently schedule to be completed by March 2014.

Both of the phases, although complex for the technical team, should be seamless to the end-user community as we are not changing the actual application.

The final phase (3) will be completed in June of 2014 and this will involve the actual application used by all users of RT. This phase will require more testing and possible training to power users depending on the new features that may be available by that time. Currently we are on version 4.0.6 and version 4.2.0 is now available. I will review the product for the most stable and up to date version available by the beginning Q2 2014.

Please feel free to provide any feedback or questions concerning any of the 3 phases I have identified.

Lastly, John and I have discussed the possibility of having a users group just prior to the holidays to catch up on the many uses of RT in your offices as well as introduce some new practices being employed by many new members of the RT community.

Thanks

Joe
]]> I wanted to reach out to this group and provide an update on some system upgrades scheduled for RT over the next 8 months or so. RT has been in place almost 5 years now running on the same... https://beta.my.umbc.edu/api/v0/pixel/news/38208/guest@my.umbc.edu/4e766a40c56d867280827be9e235370e/api/pixel RT - Request Tracker https://beta.my.umbc.edu/groups/rt https://assets3-beta.my.umbc.edu/system/shared/avatars/groups/000/000/434/608c52894a47a2e6e35b9c555500b1e8/xsmall.png?1343496195 https://assets4-beta.my.umbc.edu/system/shared/avatars/groups/000/000/434/608c52894a47a2e6e35b9c555500b1e8/original.png?1343496195 https://assets1-beta.my.umbc.edu/system/shared/avatars/groups/000/000/434/608c52894a47a2e6e35b9c555500b1e8/xxlarge.png?1343496195 https://assets1-beta.my.umbc.edu/system/shared/avatars/groups/000/000/434/608c52894a47a2e6e35b9c555500b1e8/xlarge.png?1343496195 https://assets1-beta.my.umbc.edu/system/shared/avatars/groups/000/000/434/608c52894a47a2e6e35b9c555500b1e8/large.png?1343496195 https://assets3-beta.my.umbc.edu/system/shared/avatars/groups/000/000/434/608c52894a47a2e6e35b9c555500b1e8/medium.png?1343496195 https://assets3-beta.my.umbc.edu/system/shared/avatars/groups/000/000/434/608c52894a47a2e6e35b9c555500b1e8/small.png?1343496195 https://assets3-beta.my.umbc.edu/system/shared/avatars/groups/000/000/434/608c52894a47a2e6e35b9c555500b1e8/xsmall.png?1343496195 https://assets2-beta.my.umbc.edu/system/shared/avatars/groups/000/000/434/608c52894a47a2e6e35b9c555500b1e8/xxsmall.png?1343496195 RT - Request Tracker 0 0 true Mon, 11 Nov 2013 10:04:22 -0500 RT-at-a-Glance tip of the day For those of you who wish to have your RT-at-a-Glance refresh often and yet have a large number of dashboard items you desire from time to time, there is an option to have the best of both worlds.

Refreshing often can be a performance issue for both the user and the system, especially if you have a very busy RT-at-a-Glance. A solution for this is available by adding the Saved Searches report to your RT-at-a-Glance. Things like My Closed Tickets, etc. which probably do not use that often but are needed in a pinch are perfect candidates for this option.

By using the Saved Searches option the data is not loaded until the item is clicked on.

In my setup this allows for less active items on my dashboard giving me better performance and it also allows me access to seldom used reports without having to add them to my RT-at-a-Glance manually.

I will not be surprised if many of you have already discovered this but decided it was worth sharing in case there are others out there like me.

Joe Kirby
]]> For those of you who wish to have your RT-at-a-Glance refresh often and yet have a large number of dashboard items you desire from time to time, there is an option to have the best of both... https://beta.my.umbc.edu/api/v0/pixel/news/33852/guest@my.umbc.edu/3c9c43baa1beccc242196cd1529e8668/api/pixel RT - Request Tracker https://beta.my.umbc.edu/groups/rt https://assets3-beta.my.umbc.edu/system/shared/avatars/groups/000/000/434/608c52894a47a2e6e35b9c555500b1e8/xsmall.png?1343496195 https://assets4-beta.my.umbc.edu/system/shared/avatars/groups/000/000/434/608c52894a47a2e6e35b9c555500b1e8/original.png?1343496195 https://assets1-beta.my.umbc.edu/system/shared/avatars/groups/000/000/434/608c52894a47a2e6e35b9c555500b1e8/xxlarge.png?1343496195 https://assets1-beta.my.umbc.edu/system/shared/avatars/groups/000/000/434/608c52894a47a2e6e35b9c555500b1e8/xlarge.png?1343496195 https://assets1-beta.my.umbc.edu/system/shared/avatars/groups/000/000/434/608c52894a47a2e6e35b9c555500b1e8/large.png?1343496195 https://assets3-beta.my.umbc.edu/system/shared/avatars/groups/000/000/434/608c52894a47a2e6e35b9c555500b1e8/medium.png?1343496195 https://assets3-beta.my.umbc.edu/system/shared/avatars/groups/000/000/434/608c52894a47a2e6e35b9c555500b1e8/small.png?1343496195 https://assets3-beta.my.umbc.edu/system/shared/avatars/groups/000/000/434/608c52894a47a2e6e35b9c555500b1e8/xsmall.png?1343496195 https://assets2-beta.my.umbc.edu/system/shared/avatars/groups/000/000/434/608c52894a47a2e6e35b9c555500b1e8/xxsmall.png?1343496195 RT - Request Tracker 0 0 true Thu, 08 Aug 2013 15:20:40 -0400 Thu, 08 Aug 2013 15:22:47 -0400 DoIT Student Intern Published in Educause Review Please join me in congratulating Laura Lefavor on her recent article published in Educause Review Online called Beyond the IT Help Desk.

EDUCAUSE® is a nonprofit association and the foremost community of IT leaders and professionals committed to advancing higher education.

The article explains how UMBC was able to use the RT (Request Tracker) Help System, REX (Report EXchange) Data Warehouse, and FAQ's (Frequently Asked Questions) Knowledge Base systems to achieve a comprehensive help desk solution for the entire university.

Laura joined the Business Systems Group (BSG) of Division of Information Technology (DoIT) in the summer of 2012 and has been invaluable getting the word out about some of the success stories involving DoIT and our campus partners.

Her ability to grasp the concepts of the various technologies used throughout DoIT and pull them together in a cohesive manner has been remarkable.

Laura is a recent UMBC graduate (Class of 2013), a member of the English Honors Society (Sigma Tau Delta), and a recipient of the Learning Resource Center's Outstanding Tutor Award.

I am also excited for Laura as she begins her new position as the Arts and Entertainment Coordinator at The Baltimore Sun starting August 19, 2013. ]]> Please join me in congratulating Laura Lefavor on her recent article published in Educause Review Online called Beyond the IT Help Desk. EDUCAUSE® is a nonprofit association and the foremost... https://beta.my.umbc.edu/api/v0/pixel/news/33749/guest@my.umbc.edu/72b5a8cf223c6258fbd84a2b1050a007/api/pixel RT - Request Tracker https://beta.my.umbc.edu/groups/rt https://assets3-beta.my.umbc.edu/system/shared/avatars/groups/000/000/434/608c52894a47a2e6e35b9c555500b1e8/xsmall.png?1343496195 https://assets4-beta.my.umbc.edu/system/shared/avatars/groups/000/000/434/608c52894a47a2e6e35b9c555500b1e8/original.png?1343496195 https://assets1-beta.my.umbc.edu/system/shared/avatars/groups/000/000/434/608c52894a47a2e6e35b9c555500b1e8/xxlarge.png?1343496195 https://assets1-beta.my.umbc.edu/system/shared/avatars/groups/000/000/434/608c52894a47a2e6e35b9c555500b1e8/xlarge.png?1343496195 https://assets1-beta.my.umbc.edu/system/shared/avatars/groups/000/000/434/608c52894a47a2e6e35b9c555500b1e8/large.png?1343496195 https://assets3-beta.my.umbc.edu/system/shared/avatars/groups/000/000/434/608c52894a47a2e6e35b9c555500b1e8/medium.png?1343496195 https://assets3-beta.my.umbc.edu/system/shared/avatars/groups/000/000/434/608c52894a47a2e6e35b9c555500b1e8/small.png?1343496195 https://assets3-beta.my.umbc.edu/system/shared/avatars/groups/000/000/434/608c52894a47a2e6e35b9c555500b1e8/xsmall.png?1343496195 https://assets2-beta.my.umbc.edu/system/shared/avatars/groups/000/000/434/608c52894a47a2e6e35b9c555500b1e8/xxsmall.png?1343496195 RT - Request Tracker https://assets1-beta.my.umbc.edu/system/shared/thumbnails/news/000/033/749/e6e4223421e4e4021aa3d7fa7925cebf/xxlarge.jpg?1375827917 https://assets4-beta.my.umbc.edu/system/shared/thumbnails/news/000/033/749/e6e4223421e4e4021aa3d7fa7925cebf/xlarge.jpg?1375827917 https://assets1-beta.my.umbc.edu/system/shared/thumbnails/news/000/033/749/e6e4223421e4e4021aa3d7fa7925cebf/large.jpg?1375827917 https://assets4-beta.my.umbc.edu/system/shared/thumbnails/news/000/033/749/e6e4223421e4e4021aa3d7fa7925cebf/medium.jpg?1375827917 https://assets3-beta.my.umbc.edu/system/shared/thumbnails/news/000/033/749/e6e4223421e4e4021aa3d7fa7925cebf/small.jpg?1375827917 https://assets3-beta.my.umbc.edu/system/shared/thumbnails/news/000/033/749/e6e4223421e4e4021aa3d7fa7925cebf/xsmall.jpg?1375827917 https://assets1-beta.my.umbc.edu/system/shared/thumbnails/news/000/033/749/e6e4223421e4e4021aa3d7fa7925cebf/xxsmall.jpg?1375827917 0 0 true Tue, 06 Aug 2013 18:20:15 -0400 Tue, 06 Aug 2013 18:28:36 -0400 RT ticket history enhancement Although a minor detail to some, many, including the Library, have indicated that the assignment log within the ticket only showing the Campus-Id is not helpful since the current owner may not be the owners identified in the previous history and not knowing a persons name restricts the usability of the history.

Please note that the history will now display the owners real name rather than campus-id.

Thank you to Steve and Alex in the Library for recommending this enhancement and Paul Riddle for making this happen.

Please contact me if you have any questions.

Joe
]]> Although a minor detail to some, many, including the Library, have indicated that the assignment log within the ticket only showing the Campus-Id is not helpful since the current owner may not be... https://beta.my.umbc.edu/api/v0/pixel/news/17506/guest@my.umbc.edu/6818b759fbe6f99746b880478bab2c2e/api/pixel RT - Request Tracker https://beta.my.umbc.edu/groups/rt https://assets3-beta.my.umbc.edu/system/shared/avatars/groups/000/000/434/608c52894a47a2e6e35b9c555500b1e8/xsmall.png?1343496195 https://assets4-beta.my.umbc.edu/system/shared/avatars/groups/000/000/434/608c52894a47a2e6e35b9c555500b1e8/original.png?1343496195 https://assets1-beta.my.umbc.edu/system/shared/avatars/groups/000/000/434/608c52894a47a2e6e35b9c555500b1e8/xxlarge.png?1343496195 https://assets1-beta.my.umbc.edu/system/shared/avatars/groups/000/000/434/608c52894a47a2e6e35b9c555500b1e8/xlarge.png?1343496195 https://assets1-beta.my.umbc.edu/system/shared/avatars/groups/000/000/434/608c52894a47a2e6e35b9c555500b1e8/large.png?1343496195 https://assets3-beta.my.umbc.edu/system/shared/avatars/groups/000/000/434/608c52894a47a2e6e35b9c555500b1e8/medium.png?1343496195 https://assets3-beta.my.umbc.edu/system/shared/avatars/groups/000/000/434/608c52894a47a2e6e35b9c555500b1e8/small.png?1343496195 https://assets3-beta.my.umbc.edu/system/shared/avatars/groups/000/000/434/608c52894a47a2e6e35b9c555500b1e8/xsmall.png?1343496195 https://assets2-beta.my.umbc.edu/system/shared/avatars/groups/000/000/434/608c52894a47a2e6e35b9c555500b1e8/xxsmall.png?1343496195 RT - Request Tracker 0 0 true Fri, 12 Oct 2012 09:16:20 -0400 RT Success Stories DoIT/RT Community 'Behind the Scenes' Success Stories

Since the initial roll-out of RT in DoIT, Finance, and HR, many other departments such as the Registrar’s Office, Graduate and Undergraduate Admissions, Parking Services, and Residential Life have also incorporated the ticketing system into their support processes.

Here are few of the success stories for those departments outside of DoIT.


Enjoy and feel free to share with others.


Joe

]]> Since the initial roll-out of RT in DoIT, Finance, and HR, many other departments such as the Registrar’s Office, Graduate and Undergraduate Admissions, Parking Services, and Residential Life have... https://beta.my.umbc.edu/api/v0/pixel/news/16110/guest@my.umbc.edu/fd5a4fbc612fbcf38abfc36d894041d0/api/pixel RT - Request Tracker https://beta.my.umbc.edu/groups/rt https://assets3-beta.my.umbc.edu/system/shared/avatars/groups/000/000/434/608c52894a47a2e6e35b9c555500b1e8/xsmall.png?1343496195 https://assets4-beta.my.umbc.edu/system/shared/avatars/groups/000/000/434/608c52894a47a2e6e35b9c555500b1e8/original.png?1343496195 https://assets1-beta.my.umbc.edu/system/shared/avatars/groups/000/000/434/608c52894a47a2e6e35b9c555500b1e8/xxlarge.png?1343496195 https://assets1-beta.my.umbc.edu/system/shared/avatars/groups/000/000/434/608c52894a47a2e6e35b9c555500b1e8/xlarge.png?1343496195 https://assets1-beta.my.umbc.edu/system/shared/avatars/groups/000/000/434/608c52894a47a2e6e35b9c555500b1e8/large.png?1343496195 https://assets3-beta.my.umbc.edu/system/shared/avatars/groups/000/000/434/608c52894a47a2e6e35b9c555500b1e8/medium.png?1343496195 https://assets3-beta.my.umbc.edu/system/shared/avatars/groups/000/000/434/608c52894a47a2e6e35b9c555500b1e8/small.png?1343496195 https://assets3-beta.my.umbc.edu/system/shared/avatars/groups/000/000/434/608c52894a47a2e6e35b9c555500b1e8/xsmall.png?1343496195 https://assets2-beta.my.umbc.edu/system/shared/avatars/groups/000/000/434/608c52894a47a2e6e35b9c555500b1e8/xxsmall.png?1343496195 RT - Request Tracker https://assets1-beta.my.umbc.edu/system/shared/thumbnails/news/000/016/110/e7bb2a9a04e354411b083c574e7e1b1b/xxlarge.jpg?1345752681 https://assets4-beta.my.umbc.edu/system/shared/thumbnails/news/000/016/110/e7bb2a9a04e354411b083c574e7e1b1b/xlarge.jpg?1345752681 https://assets4-beta.my.umbc.edu/system/shared/thumbnails/news/000/016/110/e7bb2a9a04e354411b083c574e7e1b1b/large.jpg?1345752681 https://assets4-beta.my.umbc.edu/system/shared/thumbnails/news/000/016/110/e7bb2a9a04e354411b083c574e7e1b1b/medium.jpg?1345752681 https://assets2-beta.my.umbc.edu/system/shared/thumbnails/news/000/016/110/e7bb2a9a04e354411b083c574e7e1b1b/small.jpg?1345752681 https://assets2-beta.my.umbc.edu/system/shared/thumbnails/news/000/016/110/e7bb2a9a04e354411b083c574e7e1b1b/xsmall.jpg?1345752681 https://assets3-beta.my.umbc.edu/system/shared/thumbnails/news/000/016/110/e7bb2a9a04e354411b083c574e7e1b1b/xxsmall.jpg?1345752681 0 0 true Thu, 23 Aug 2012 16:24:43 -0400