request tracker 4 (rt4) implementation project lisa tomalty,...
TRANSCRIPT
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Request Tracker 4 (RT4) Implementation
Project
Lisa Tomalty, [email protected]
Information Systems and Technology
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Background: RT Investigation Project (2012-13)
• Recommended RT4– Open source; support available from Best
Practical Solutions LLC – Existing expertise for RT exists on campus– Well liked, stable solution– Many new features, customizable and expandable– Active user community – Many issues identified can be addressed via
• Process changes/leveraging existing RT functionality
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RT Investigation Project• Recommended RT4
– Meets critical requirements identified– Works with browsers/operating systems used on campus– Ability to integrate with asset management and other
systems– Request Tracking Investigation Project Recommendation
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Campus Wide Involvement• Members from each IT area on campus to
provide input/participation– In implementation – In on-going use and development
• Consistent user experience • Key success factor:
– adoption of common request tracking system
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• Continue to provide an ongoing, reliable RT system
• Meet the most important request tracking needs of the IT areas on campus
• Implement a knowledge base• Integrate with the service catalogue • Enable processes to improve IT support
RT4 Implementation Project
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Benefits of Campus Wide System• Efficiency
– Shared tool, one installation– Share administration and development
• Improved IT service support through– Collaboration between and within IT units– Improved communications, support– Increased functionality– Enable/automate improved IT service processes – Shared knowledge base– Common tracking and metrics
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Program of Projects
• Program of related projects will include:– RT4 Implementation Project – IT Best Practices Project– Asset Management Project– SLA Project– Possibly other projects
• Dependencies between projects will be defined
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Objectives/Goals-1
• Work together with IT areas on campus to leverage the many benefits of RT4
• Enable IT units to share and collaborate on requests• Upgrade to the most recent version of RT4• Update user request forms • Import existing data • Provide training, documentation and communication• Expand the use of RT4 to other IT units on campus
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Objectives/Goals-2• Implement new functionality and configure the new
system based on:– Requirement information gathered in the RT Investigation
Project – Requirements that will come out of the IT Best Practices
project (TBA)– Other requirements that are deemed necessary for IT
support on campus
• Non-IT areas use of the system:– Non-IT areas may continue to use the system– Focus will be on meeting IT needs of campus for request
tracking
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New functionality/features-1• Reporting/metrics• Knowledge base (“Articles”)• New user request forms (linked from
service catalogue)• Shared queue administration• Customizable workflows - per queue• Customizable email templates – per queue
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New functionality/features-2• Recurring tickets• Escalation• Better tools for synchronizing
accounts/groups with Nexus/LDAP• Improved user interface (including ability
to hide quoted text)• Improved searching/canned searches• Supposedly significantly faster. :-)
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Timeline• Phase 1A (late Dec 2013)
– Planning, clean up user accounts in RT3– Install and configure newest release of RT 4.2 and necessary plug-ins
• Phase 1B (Jan-Apr 2014)– Configuration/development– Testing– Permissions– Documentation, Training, Communication– Some new features
• Phase 2 (May-Aug+ 2014) – More new features– Migrations and continual improvement– Make recommendation for maintaining and keeping RT current– Training/documentation of changes
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Questions?
• Inquiries and requests for RT access/queues can be directed to: – Lisa Tomalty [email protected]
• RT4 Project documentation Web site:https://uwaterloo.ca/it-service-asset-management/request-tracker-4-rt4-implementation-project