Request Tracker

 

The Request Tracker (RT) is a web and email based request tracking system. It offers the possibility to save and process requests, internal processes and projects in one place using so-called "tickets".

We offer the possibility of setting up a "queue" in which requests can be collected and processed.

How does my team get a queue?

In principle, this requires the approval of the responsible group leader as well as the nomination of a responsible contact person who takes over the administration of the RT in the group.

In addition, for each queue, a so-called form for "recording a processing activity" must be filled out. Among other things, this form contains information on which data is collected from users and how long it is stored.  The "Default" setting here is the deletion of a ticket as soon as it is three years old. However, it is possible to extend the period of storage in well-founded cases. In this case, our template for the form must be adapted in consultation with D4. Our template can be found here.

n each queue, an automatic response is set which users receive when they generate a ticket. In this "Auto-Reply", users are informed about the storage and processing of their data in the ticket system and referred to our privacy policy. Our template can be used for this purpose. This can be found here.

An overview of standard settings for queues can be found here.

As soon as these things are done, we can create a queue with the desired name and e-mail address. In addition there is the possibility to receive a training for the use and functionality of the Request-Tracker. (For a training please contact it-training@desy.de )

If you have any further questions, you can contact us at rt-admin@desy.de.