OTRS is an online ticketing system used to report and track issues for a number of Library services including:
OTRS is normally available 24/7.
Maintaining OTRS is a critical priority for Library IT. We make every effort to resolve problems with this service as quickly as possible.
Please log a ticket with the IT Help Desk online or call the Help Desk at 244-4688. If it is outside of normal business hours the IT Help Desk answering service (aka the AITS Service Desk) answers the call and notifies the appropriate on-call staff promptly.
All Faculty, Staff and currently employed Graduate Students in the Library may create a ticket with OTRS. If someone is unable to log in please ask a supervisor to log a ticket requesting permission or call the IT Help Desk 244-4688.
The Library IT Help Desk is responsible for monitoring open OTRS tickets in Library IT Production Services queues to ensure that all tickets are opened promptly and closed within a reasonable amount of time.
The Help Desk reviews all incoming tickets the same day they arrive in the queue, unless they arrive after 4:30 PM. The Help Desk makes every effort to open incoming tickets within 15 to 30 minutes of receipt.
The Help Desk Coordinator will routinely review all open tickets on a weekly basis to catch any that may not have been handled according to the ticket processing policy. Reminders will be sent to ticket owners (and managers, if needed).