UMBC uses an open source system called Request Tracker (RT) from a company named BestPractical to provide help to the UMBC campus community at large. In fact UMBC has been recognized on the BestPractical website as one of their many success stories citing an August 2013 Educause Online Review article called Beyond the IT Help Desk.
On Tue Nov 11, 2014 14:11:24 RT received its 500,000th ticket since going live Feb 23, 2009.
In this time RT has grown from a DoIT centric Help System to a campus wide system serving 25+ areas on campus, and growing. RT has also expanded from a typical trouble ticket system to also include service type request for both internal and external operations across many areas of campus.
As of Nov 12, 2014 RT has recorded 94,934 tickets for the 2014 calendar year.
The acceptance of RT as a mechanism to provide a common support has created increased interest by many of our higher educations peers and this is a tribute to the 'UMBC way' as many of our peers have stated how fortunate we are to have such broad collaborations.
RT has also been nicely complemented by our FAQ system (umbc.edu/faq) to allow the community to try and solve their own issues, especially in off hours.
Our latest members to adopt RT for managing their back office support include Procurement and Student Affairs Business Service Center.
We are also working with the CNMS Business Service Center, the PAHB operations staff, and the MME Technical Center.
Lastly, I would like to thank everyone involved with RT for the continued support and feedback.
Joe Kirby
On Tue Nov 11, 2014 14:11:24 RT received its 500,000th ticket since going live Feb 23, 2009.
In this time RT has grown from a DoIT centric Help System to a campus wide system serving 25+ areas on campus, and growing. RT has also expanded from a typical trouble ticket system to also include service type request for both internal and external operations across many areas of campus.
As of Nov 12, 2014 RT has recorded 94,934 tickets for the 2014 calendar year.
The acceptance of RT as a mechanism to provide a common support has created increased interest by many of our higher educations peers and this is a tribute to the 'UMBC way' as many of our peers have stated how fortunate we are to have such broad collaborations.
RT has also been nicely complemented by our FAQ system (umbc.edu/faq) to allow the community to try and solve their own issues, especially in off hours.
Our latest members to adopt RT for managing their back office support include Procurement and Student Affairs Business Service Center.
We are also working with the CNMS Business Service Center, the PAHB operations staff, and the MME Technical Center.
Lastly, I would like to thank everyone involved with RT for the continued support and feedback.
Joe Kirby
Posted: November 13, 2014, 8:02 AM