A new campus system for tracking IT requests

by Lisa Tomalty, project lead for the Request Tracking (RT) Investigation Project.

The Request Tracking (RT) Investigation Project started its work in June 2012 and was assigned the task of examining the current Information Technology (IT) request tracking needs of the University of Waterloo, and  recommending an IT request tracking system for the campus.

What does a request tracking system do, you might ask? A number of things, including:

• Ticket/request-tracking systems are used to coordinate tasks and manage user requests;
• Users (aka requestors or clients) receive email updates on work being done;
• Staff working on a ticket/request sees all of the activity, communications, etc; and
• The system is primarily used for IT related requests, but non-IT areas use it as well.

Benefits of a shared IT request tracking system include:

• Allows collaboration between IT units to effectively help solve issues;
• Shared tool, one installation;
• Shared knowledge base;
• Shared communications, support;
• Shared system development and configuration; and
• Common tracking and metrics.

The project team, led by Lisa Tomalty, Information Systems and Technology (IST), and IST Liaison to the Arts Computing Office, consisted of staff involved in IT support from across campus.  While developing the requirements for the new system, additional stakeholders and groups were also consulted, using the following channels:

• Focus groups (which included IT managers, issue solvers, and clients of the existing system)
• Survey (of users of RT systems on campus)
• Consultations with current RT queue owners
• Consultations with other stakeholders

Based on the requirements gathered and the research of available systems, the final recommendation is to implement Best Practical’s Request Tracker version 4 (RT4).

An RT4 Implementation Project will begin in August or September 2013 and will address the requirements and issues identified in the RT Investigation Project.

A key success factor for this implementation is a commitment to implement the system in a federated way across campus, in order to provide better service to our clients.

RT4 is the newest version of Best Practical's Request Tracker system, It has many new features, is customizable and expandable, and has an active user community. RT4 also meets all critical requirements identified by the project via focus groups, survey, and stakeholder consultations. Expertise for RT4 already exists on campus and in general, it is a well-liked, stable solution.

The requirements identified during the project's consultation will be addressed in an RT Implmentation Project as well as in an IT Best Practices Project.

It was found that many of the issues identified in the existing RT system can be addressed via process changes and leveraging existing features and capabilities of Best Practical's Request Tracker system (especially the newer features available in version

Key factors were used in choosing Request Tracker version 4 (RT4) to ensure the system chosen would meet requirements, work in browsers and on operating systems used on campus, and fit with the current IT Strategic Planning initiative, including: "Exchange high quality data and information when, where, and how it’s needed" and "...ensure that the University community is fully enabled any time, anywhere, on their preferred platform or device, ..."

More information about the project is available at the RT Investigation Project website.

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Astigmatism study seeks participants

If you have an astimatism and wear contact lenses, take a look at this offer from the Centre for Contact Lens Research:

The Centre for Contact Lens Research at the School of Optometry is seeking people (18yrs +) who wear toric contact lenses for astigmatism. The study includes 5 visits for a total of 5 ½ hours and $110 in appreciation for your time.

If you are interested in participating, please call for more details or to book your appointment at 519-888-4742. You will be provided with all relevant study information prior to study enrollment and you are under no obligation to participate.

All studies conducted at the CCLR have been reviewed and received ethics clearance through the University of Waterloo Office of Research Ethics. If you have any questions or concerns resulting from your participation in this study, please contact Dr. Maureen Nummelin (ORE), at 519-888-4567, ext. 36005.

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Notes knocked into the middle of next week

The Graduate Studies Office will be closed on Wednesday, July 17 from 8:30 p.m. to 2:00 p.m. for a staff retreat for a staff retreat.

New additions to the Waterloo Stories site include pieces on entrepreneurial engineering graduate Armen Bakirtzian, economics professor Larry Smith, Earth & Environmental Sciences researcher Igor Lehnherr, and the International Student Experience.

Finally, I will be on a one-week vacation starting Monday, July 15 and will return on the 22nd. My esteemed colleagues in Communications and Public Affairs will be editing the Daily Bulletin in my absence. Please be sure to send emails directly to the Daily Bulletin's address if you need to get in touch next week. See you next Monday!

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