Request Tracker (RT) FAQ:
 
How do I create a new ticket via Email?

     Simply send an email to helpdesk@htu.edu with a detailed subject (e.g., computer won't boot, CX password reset) and an in depth description of the problem in the body of the email message.  Please include any relevant information about your computing environment (e.g., computer model, applications involved), also include information that specifically states what you were intending to do (e.g., clicked the send/receive button to check for incoming mail), and finally include information to let IT know what happened (e.g., an error message displayed [please specify the text of the message], machine froze).  Your email will be automatically entered into the RT system and you will receive a confirmation email with the new ticket number.

How do I create a new ticket if I am on campus and do not have access to my email?

     Log into the RT web portal (http://helpdesk.htu.edu) with your HT username and password then click on the New Ticket link in the header of the website.  Your email address will automatically populate the Requestors field, but you are able to modify this field if you are entering a work order request for another HT employee.  If you would like to cc: anybody on the ticket, enter their full email address, including @htu.edu.  Add as many email addresses as you would like, just be sure to separate them with a comma.  Feel out the rest of the fields and attach any relevant documentation.  The more information you provide in the ticket will greatly aid the IT staff in our effort to troubleshoot the issue.  Click the create button and a new ticket number will be generated. 

 
 
How do I view my open tickets?

     Log into (http://helpdesk.htu.edu) and click the Open Tickets link in the header of the website.  A list of all your open tickets will be displayed.  If you would like to see the detail of the ticket just click on the ticket number and all of the ticket information will be displayed.

 
 
How do I update an existing ticket or reopen a closed ticket?

     There are a couple of ways to perform this task.  Log into the http://helpdesk.htu.edu portal and find the ticket you would like to update.  Simply scroll down through the ticket and click on any of the Reply links to add a new message to the ticket.  When you click on the reply link a new page will be displayed that will allow you to update the ticket and also add any new attachments. 

     The second way to update or reopen a closed ticket is to simply reply back to one of the automated email messages in your email.  The RT system will automatically add any new correspondence to an open ticket if you send an email with the same subject that was initially sent to you when the ticket was created.  There is no need to cc additional people on the email message.  If they were initially added as a CC when the ticket was created then they will receive all necessary correspondence for the ticket. 

 
 
What is the Preferences section?

    The Preferences section of RT is currently displaying a section titled “Change Password”.  Since the RT system password is the same as your HT login password the IT staff has turned off the “Change Password” functionality and we are investigating further how to remove this entire Preferences section.