2016-08-16 Schedule Downtime RT scheduled Downtime
This is a specific reminder concerning RT (Request Tracker).

RT  will be down for scheduled maintenance on 8-16-2016 between 5pm-7pm.

Full details for all systems identified for maintenance and their respective scheduled downtimes.

Please contact me if you have any questions.

Joe Kirby

]]> This is a specific reminder concerning RT (Request Tracker). RT  will be down for scheduled maintenance on 8-16-2016 between 5pm-7pm. Full details for all systems identified for... https://beta.my.umbc.edu/api/v0/pixel/news/61513/guest@my.umbc.edu/a37ed14fa339d0f4712e002c90f81d16/api/pixel bsg 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 1 true Mon, 15 Aug 2016 14:40:29 -0400 Thu, 20 Sep 2018 10:22:52 -0400 RT Feature Highlight: Articles Save time typing common phrases and canned responses in RT


Chances are there are things you have found yourself typing over and over again RT. If you type them enough, you may have even come up with various methods to save time typing them whether it be a text expansion app on your computer or a text file that you copy and paste from.

RT’s Articles feature allows you share the phrases you frequently use in RT with your team saving everyone time, avoiding the possibility of embarrassing or costly typos, and providing consistent responses.

RT's Articles feature is currently being tested by a limited number of groups and available by request only, but we're hopeful that sharing this feature may lead to new and exciting ways to use RT.

The video below shows how the TSC is using RT’s Articles feature in conjunction with our FAQs to provide consistent responses to some of our most common requests.

]]> Chances are there are things you have found yourself typing over and over again RT. If you type them enough, you may have even come up with various methods to save time typing them whether it be a... Video https://assets1-beta.my.umbc.edu/system/shared/attachments/4070522a2dd72848a7acff37a8b4ff25/69ee1ddf/news/000/061/014/67b7b196a1d3529edd7d8a896d1b7b1d/quickcast-14-07-2016-11-41-49.mp4?1468511092 https://beta.my.umbc.edu/api/v0/pixel/news/61014/guest@my.umbc.edu/084f7f3e81f817e94f6d86451268425e/api/pixel bsg 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://assets2-beta.my.umbc.edu/system/shared/thumbnails/news/000/061/014/853e52781698c17072e0e6505b79e6b9/xxlarge.jpg?1468511122 https://assets4-beta.my.umbc.edu/system/shared/thumbnails/news/000/061/014/853e52781698c17072e0e6505b79e6b9/xlarge.jpg?1468511122 https://assets4-beta.my.umbc.edu/system/shared/thumbnails/news/000/061/014/853e52781698c17072e0e6505b79e6b9/large.jpg?1468511122 https://assets2-beta.my.umbc.edu/system/shared/thumbnails/news/000/061/014/853e52781698c17072e0e6505b79e6b9/medium.jpg?1468511122 https://assets4-beta.my.umbc.edu/system/shared/thumbnails/news/000/061/014/853e52781698c17072e0e6505b79e6b9/small.jpg?1468511122 https://assets2-beta.my.umbc.edu/system/shared/thumbnails/news/000/061/014/853e52781698c17072e0e6505b79e6b9/xsmall.jpg?1468511122 https://assets1-beta.my.umbc.edu/system/shared/thumbnails/news/000/061/014/853e52781698c17072e0e6505b79e6b9/xxsmall.jpg?1468511122 2 2 true Thu, 14 Jul 2016 11:45:34 -0400 Thu, 20 Sep 2018 10:23:07 -0400 RT hits new milestone - 700,000 tickets RT went live on February 23, 2009 for a small number of departments to track trouble tickets via a web based solution.

Today, at 10:24am, RT registered ticket #700,000 and it was not a trouble ticket but a service request.

In recent years RT has expanded for some departments to assist with various service requests, especially the Shared Service Centers. So while ticket counts may be increasing it is not due to more issues in the initial pioneers with RT in 2009 but rather more widespread use by additional departments for tracking trouble tickets and also leveraging the service request option.

At this rate RT should hit ticket  #1,000,000 by the 10th anniversary.

Thank you to everyone who has contributed to this success.

Joe Kirby


]]> RT went live on February 23, 2009 for a small number of departments to track trouble tickets via a web based solution. Today, at 10:24am, RT registered ticket #700,000 and it was not a trouble... https://beta.my.umbc.edu/api/v0/pixel/news/60436/guest@my.umbc.edu/a1b63dd8088faf3d8a608da0988cceec/api/pixel bsg 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 6 0 true Tue, 31 May 2016 15:52:16 -0400 Thu, 20 Sep 2018 10:23:30 -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.

Joe Kirby
]]> 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/33751/guest@my.umbc.edu/0aff61c759b15202b984ed9975bb8994/api/pixel bsg 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://assets2-beta.my.umbc.edu/system/shared/thumbnails/news/000/033/751/105f42dc7e4a525528246f056ff4dc1d/xxlarge.jpg?1375834200 https://assets4-beta.my.umbc.edu/system/shared/thumbnails/news/000/033/751/105f42dc7e4a525528246f056ff4dc1d/xlarge.jpg?1375834200 https://assets4-beta.my.umbc.edu/system/shared/thumbnails/news/000/033/751/105f42dc7e4a525528246f056ff4dc1d/large.jpg?1375834200 https://assets4-beta.my.umbc.edu/system/shared/thumbnails/news/000/033/751/105f42dc7e4a525528246f056ff4dc1d/medium.jpg?1375834200 https://assets4-beta.my.umbc.edu/system/shared/thumbnails/news/000/033/751/105f42dc7e4a525528246f056ff4dc1d/small.jpg?1375834200 https://assets1-beta.my.umbc.edu/system/shared/thumbnails/news/000/033/751/105f42dc7e4a525528246f056ff4dc1d/xsmall.jpg?1375834200 https://assets4-beta.my.umbc.edu/system/shared/thumbnails/news/000/033/751/105f42dc7e4a525528246f056ff4dc1d/xxsmall.jpg?1375834200 0 0 true Wed, 21 Jan 2015 12:25:44 -0500 Thu, 20 Sep 2018 10:24:53 -0400