Frequently Asked Questions when submitting help requests to Request Tracker (RT).

Frequently Asked Questions about RT

1. How do I request help in RT?

A request can be as simple as sending an email message to helpdesk@support.education.wisc.edu or logging in to the RT web page (http://support.education.wisc.edu), choose "Ticket > New ticket..." from the menu, and completing and submitting the form.

2. When can I expect a response?

New requests trigger an immediate auto-reply email message. The message is sent to the originating email address. Requests submitted on the RT web site are sent to the person's "@wisc.edu" email address. Our goal as staff members is to reply to requests within 24 hours.

3. Am I required to use a campus email address to submit a request to RT?

No, any email address can be used to submit a request. The limitation of submitting requests with an external email address is that you probably will not find requests associated with your email address if you login to the RT web page. Web logins are always tied to the UW NetID and its "@wisc.edu" email address.

4. Where is the web site and how do I login?

The RT web site address is http://support.education.wisc.edu. Type your UW NetID and password to login.

5. Can I phone the Help Desk or do I have to submit an online help request?

You can request help in person, by phone, or online. The request will be entered into RT, regardless, and all updates will be posted to your email address.

6. Who receives the help request submitted online?

Managers watch the RT queues and assign requests to staff members with the appropriate experience and skills. A request can be transferred between technicians, yet there will always be an observing manager.

Keywords:RT FAQ helpdesk   Doc ID:23753
Owner:Chris D.Group:School of Education
Created:2012-04-12 14:23 CDTUpdated:2014-07-04 19:19 CDT
Sites:School of Education
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