Problem Tracking

When You Submit a Problem

When a message is submitted to problem, an automatic response will be emailed to you. This lets you know that your email made it into the system, and gives you the ticket number you should use when referring to it. Any time you need to correspond with Tstaff on a ticket, you should try and reply to one of these specially formatted email messages. That way, the ticket tracking system will assure your response is properly routed to the people working on your problem. Please try and refrain from emailing members of Tstaff directly, as these emails won't be entered into our problem tracking mechanism.

How We Assign Priorities

The following is the tstaff's goal, not a promise.

When RT receives a new problem request, it automatically assigns the ticket a priority of 100. Within one business day, a member of the tstaff will look at your problem, sort it into an appropriate sub-queue, and re-assign an appropriate priority. Tickets are sorted into sub-queues based on the type of problem, i.e. hardware, software, long term, project, etc. New priorities are assigned based on the severity of the problem and the number of people it affects. If a ticket is not deemed to be a long term project, it is also assigned an owner, who should then contact you that same business day.

When assigning a new priority, Tstaff uses these guidelines:

Tstaff does not always work on problems in a strict priority order, although we do attempt to use the priorities as a guide. Over time, ticket priorities are subject to change, based on Tstaff's judgement of how best to service the entire computing facility as well as the changing needs of our requesters.