OST-part 1

Learning Objectives: by the end of this page please make sure you are able to: 1) access OST, 2) find (and claim) open tickets, 3) find your (older) tickets, 4) set appropriate ticket status (pending client, works in progress, resolved), 5) add a collaborator, 6) create a new ticket, 7) forward a concern to the help line (with appropriate demarcation) 8) post an internal note. Practice doing these things

Make sure you have your login/password to log into OST at https://qticket.cns.utexas.edu/scp/login.php

This is what OST looks like.  Note two main header tabs–Tickets (where the individual rows are tickets themselves), and Knowledgebase (where stock language in canned responses can be edited and made). Lets explore tickets first, as that's where you'll spend most of your time.

When the ticket tab is selected, any rows that do not have an assigned to name is open and available to claim (in example above first two, OST 0138993 and 013892 are currently open. There are a few exceptions to this we'll get to later–billing and when a staff member has emailed something in ex: OST 013892). When you are the first to respond to a ticket it will automatically be assigned to you.

Drilling down into an individual ticket looks like this:

Select the ticket status (pending customer, works in progress, and resolved are the most used).

Notice you can add collaborators to get more folks involved (useful if a student is saying my teacher says this, or for team taught classes to make sure everyone's on the same page). Click Collaborators, add new.

Check to see if the person you're adding is not already in the system by typing in their name or email in the search by email, phone or name line. Shane is in the system.

zyg_super_new is not in the system, so we have to make them using the create new user lines below:

Add user.

To share information that the client does not necessarily need to know, post an internal note (which has a yellowish banner):

Relevant information to include in 'post internal note' are any helpful notes (trac tickets for issues in process of getting resolved, relevant info like UT eid, assignment/module session number, etc)

(Notice replies to the client are in a blue banner, while internal notes are in a yellow banner.)

Back on the main tickets page, under the 'my tickets' tab, you can pull up all of your active tickets that aren't resolved or closed–best to go through this weekly and resolve any that are lingering. To report/create a new issue (usually received by email–which can be forwarded to questhelp@austin.utexas.edu ) or phone, click 'new ticket'. Feel free to forward emails you personally receive (or for any reason requests aren't landing in OST and you are pulling from the systems admin page to retrieve these–more on this later) to questhelp@austin.utexas.edu. If you're punting it to the OST line so it will be documented and needs follow up, great!, please edit the subject to include 'Attn:' (whatever subject was)–this is a clue to others just to be aware of it but that you're monitoring the situation. If this is something that needs others attention, please include a "!: " before the subject so others know they need to look and act on it as soon as they lay eyes on it (not uncommon if a professor emails you on the weekend and someone else is fielding help line–reply to the prof, cc: questhelp@austin.utexas.edu, and include ! at the beginning of the subject line.

Now you try! Can you:

1) access OST at https://qticket.cns.utexas.edu/scp/login.php ?

2) find (and claim) open tickets on the main tickets, open page?

3) find your (older) tickets on the tickets, my tickets page?

4) set appropriate ticket status (pending customer, work in progress, resolved) when replying to a request?

5) add a collaborator to a ticket?

6) create a new ticket using tickets, new ticket?

7) forward a concern to the help line (questhelp@austin.utexas.edu , with appropriate demarcation: Attn: , !: )?

8) post an internal note?