HelpDesk: Getting Started with RT

a. Creating a Ticket

You can create a ticket simply by sending an email to help-eeecs@qub.ac.uk

In the email Subject field, include a brief description of the nature of the problem or request ("SSH login failed", "New Web hosting area needed", etc.).

In the body of your email, include as much related information as possible, including any error messages that may aid in troubleshooting.

b. What happens when a ticket is submitted?

1. Email confirmation of ticket
   Confirmation of your ticket will be emailed to you. This will include the ticket number for your issue. If you have never used RT before, this confirmation email will also contain  a username and password to access the web interface (http://help-eeecs.qub.ac.uk/).
   
   
2. Additional communications
   You may receive additional communications from EEECS support staff regarding this ticket via email. If prompted to provide additional information, reply to this email message ensuring that:
   
   
   1. you do not alter the subject of the message: but that:
      
   2. you do delete the body of the message in the reply, as this information is already within the RT system.
      
      
3. Issue Resolution
   Once your issue has been resolved, you will receive an email* to this effect.
   
   * Do NOT reply to this final email message as it will automatically reopen the support ticket and require further action to close it again. (see RT: Etiquette)