Queue
From CSS Wiki
In RT, queues are used to organize tickets.
Contents |
Computing
Tickets that deal with computing issues such as workstations, network problems, classroom computers. Monitored by the Computing & Technology Services group.
Events
Tickets that deal with special events such as conferences, lectures, concerts, trade fairs, etc. predominately in Kane, Mary Gates and Johnson Halls. Training for Help Desk Analysts and Media Operators; CSS Human Resources for student positions. Monitored by the Event Services group. See the procedure for tickets in the Events Queue Procedures
Helpdesk
Origination point for all classroom-related requests for assistance generated by Help Desk Analysts on behalf of customers, and direct requests for assistance from customers via problems reported from the web, e-mail sent to CLASSRM. Monitored by the Help Desk Supervisor and Events Supervisor. See the Help Desk Queue Procedures
HR
Tickets that deal with Human Resources issues such as hiring and orientation.
Kane Hall
Tickets that deal with issues regarding the physical Kane Hall Building. Monitored by the Building Coordinator.
Operations
Tickets that deal with issues such as faculty equipment training, classroom equipment reservations, and classroom technology support. Monitored by the Media Services group.
Purchases
Tickets for equipment inventory location changes that require database updates, and notice of new equipment orders. This is an asset tracking queue.
Spam
There is a spam filter scanning all incoming mail from the CLASSRM e-mail address. The filter prevents messages that have an 80% to 100% likelihood of being spam from being passed on to RT. All other messages are passed directly to RT and placed in the Help Desk Queue. Some messages will inevitably be spam, despite the filtering.
If some spam makes it through to the Help Desk queue, you should move it into the spam queue, by clicking the Spam link at the top right corner of the display page. Until the spam has been moved to the spam queue, it will appear in the "10 newest unowned tickets" display window. Tickets can also be rescued from the spam queue by moving the ticket into the queue it was originally intended for, by clicking the Ham link at the top right corner of the display page.
Tickets in the spam queue will be periodically reviewed by staff to make a final determination as to whether it should be deleted, or rescued and reassigned to another queue. Only staff with -admin permissions can delete tickets from the spam queue. Monitored by the Computing & Technology Services and Media Services groups.
STF
Tickets pertaining to the Student Technology Fee program.
Workorders
Tickets used to inform operators of their assigned shows/duties. Monitored by Media Services and Event Services.
