OTRS Best Practices

  1. Include the inventory number or hostname (tagged on the workstation) unless the problem affects all the machines in a room or area.
    1. If a large number of computers (approx. 5 or more) are affected, Library IT doesn’t need the inventory or host number. Please be as descriptive as possible about where the impacted computers are located.
    2. Example: All the computers along the west wall of room 52 have no network connection.
  2. Be as descriptive as possible.
    1. Bad: I can’t print.
    2. Better: I can’t print this PDF (see attachment). So far I have tried to send it to two different printers and restarted my computer. The error message I see is “There were no pages selected to print”.
  3. Tell us how you have already tried to solve the problem.
    1. Bad: My computer won’t start.
    2. Better: My computer won’t start. I made sure it is plugged in and the power strip is turned on. My monitor turns on and off fine but doesn’t display anything.
  4. If you believe it is a permissions issue or are requesting access for someone, try and tell us someone else with the same level of permissions.
    1. Example: “Please give my new GA the same Voyager cataloging level as the other GA John Doe.”
  5. If the problem is at a service point or affects a large number of users, please effectively communicate the scale of the issue.
    1. Example: “After inspection, we found all print release stations on the first floor are not allowing users to log in. As a result, students are currently unable to print in Grainger.”
  6. If the computer is shared with another user, please copy them on the ticket when emailing help@library.illinois.edu. This helps the other users know that the issue has been reported and it also helps us know who else to contact if you are not available.
  7. If you will be away from your desk, please let us know if (and when) someone else will be available to show Library IT the issue.