ST - An Introduction

MFCF workflow is large enough, that (like most other support groups) it long ago became a necessity to use a work tracking system. The system we've been using for the last few years is derived from a freely available system called "RT" (Request Tracker).

To see it in action, start at the MFCF home page

http://www.math.uwaterloo.ca/math-faculty-computing-facility

Help me
   Report a problem or submit a request

https://www.math.uwaterloo.ca/mfcf/help/request/CreateRequest

Looking at Requests

Before you can see the details of requests you've made, it's necessary to identify yourself; only the "Requester" of a request can see the commentary. This only has to be done once (ever), as your proof of identity is recorded in a "Cookie" where you run your browser. If you haven't yet identified yourself, the "login" choice will be the first in the offered list. It's easy to use.

If Display Queue is selected, you'll see all open work requests that mention your userid in various fields. You're welcome to search for any text you like. Some requests (that others have submitted) are marked "private"; in practice that means you won't be able to see the "Subject" of the request.

If you want to see the notes about a work request, find it in the Display Queue page, then select the serial number (left hand column) of the request of interest. The notes are usually added by the people doing the work, but you can add some yourself if you like. If you already know the request number, it can be entered directly to the Display a Request page.

Making New Requests

From the main menu, you can select Create a Request to record the details of work you'd like done. It's intended to be self-explanatory, so if it isn't, let us know. To avoid using ST for that, call the Client Support Supervisor at extension MFCF (6323).

There are several ways in which requests are created.

• You can do it yourself;
• or the Help Centre, at MC3017 ext. MFCF (6323), will do it,

Eliminating Old Requests

Once a work request has been resolved, the people assigned to the work record it as such. Unfortunately, there are so many work requests, that some are never completed, due due to higher priority work. So, to help solve the problem of the resulting large list, it is appreciated whenever someone can say that a request they've made is no longer relevant. So please do let us know if any of your requests are no longer needed.