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Request tracking (Request Tracker)
Definition
The DESY request tracker (RT) is a web and email based request tracking system.
Purpose
Requests or tasks can be documented and tracked within a team independent of personal mailboxes.
Field of application
e.g. Hotlines and/or HelpDesks in all areas of DESY
Implementation
As an alternative to a mailbox, mails/requests to a mail address are collected in so-called "queues" (areas). The requests can be processed jointly by several people, sometimes even across groups.
Consulting / Contact:
Request Tracker includes many features and is largely configurable. Thus, you can better organize your daily work, e.g. with regard to mail avoidance. Please contact us if you have any questions or requests regarding the DESY Request Tracker. We will be happy to advise you.
Training
In order to get to know the use and functionality of the request tracker in more detail, there is the possibility to participate in a training.
If you are interested in a training on the Request Tracker, please contact it-training@desy.de. You can also view information about this in advance on the it-training website at it-training at DESY.
