OTRS

Description

OTRS is an online ticketing system used to report and track IT or Facilities related issues. 

When is this service available

OTRS is normally available 24/7. 

Priority level for this service

Maintaining OTRS is a critical priority for Library IT.  We make every effort to resolve problems with this service as quickly as possible. 

How to report a problem

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) answer the call and notify the appropriate on-call staff promptly.

Who can use this service

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.

Ticket Processing

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).

Documentation

  OTRS Ticket Process & Review

Date created

7/12/12