The implementation of the newest version of Best Practical’s Request Tracker 4 (RT4) system was recommended by the RT Investigation Project (2012-13).
To continue to provide and improve the quality of IT service on campus, the IT Strategic plan and the RT Investigation Project (2012-13) made a number of recommendations. The recommendation to implement RT4 is in line with a number of strategic objectives from the IT Strategic Plan, version 6.4:
RM1 "Make the necessary technology infrastructure and resource investments"
Investing in helpdesk and staff support technology
OC2 "Take a University-wide perspective to IT"
OC3 "Build a cohesive knowledgeable IT community across the campus"
Enable communication, collaboration
Knowledge sharing through requests and knowledge base
IP5 "Continuously improve and optimize IT processes, workflow, and platforms"
Collaborative, structured approach to improving processes and workflow
U1 "Empower the user and optimize the user's experience"
Improve responding to requests, allow users to check progress
Knowledge base feature would help "build our users' knowledge and capabilities"
The Request Tracker 4 (RT4) Implementation Project will use the results of the RT Investigation Project (2012-13) and input from the IT Best Practices (ITBP) Project (2013-14) to implement Best Practical’s Request Tracker system, version 4.2, in such a way that it will:
Continue to provide a reliable system for request tracking
Enable processes to improve effectiveness of IT support
Regarding processes, the RT4 Implementation Project will be dependent on the ITBP project for direction
The ITBP project will make recommendations for IT service and support processes (It was identified in the RT Investigation Project, that some of the issues related to the current RT system are related to processes)
As appropriate, where possible, enable workflow and functionality as defined by the ITBP Project, especially service desk operations processes for IT service support
Processes to be consistent (e.g. new hire; new laptop)
Processes to catch lost tickets (no owner, categorized incorrectly)
Meet the most important request tracking needs of the IT areas on campus
Enable collaboration between IT areas (and non-IT areas as appropriate)
Implement a knowledge base
Integrate with the service catalogue (create forms that can be linked to from the IST Service Catalogue, and other service catalogues on campus)
This project will follow a phased approach and implement incremental changes so as to keep the RT system operational and functional throughout the project.
The information contained within this Charter is high level and will be continually expanded and modified in the Project Management Plan for this project. The RT4 Implementation Project Management Plan and other supporting documents will be stored on the RT4 SharePoint site.
The RT4 Implementation Project has the following primary goals:
Work together with IT units on campus to leverage the many benefits of RT4, and enable all IT units on campus to share and collaborate on IT incidents, requests and problems using the RT4 system.
Upgrade the current Request Tracker version 3 system to the most recent Request Tracker version 4 system and:
Install appropriate plug-ins, based on current needs, and needs identified in the RT Investigation Project
Ensure disaster recovery (including backups, failover machine and testing machine) is in place.
Move the existing user request forms into RT4 and ensure usability and accessibility of these forms
Import existing data into the new RT4 system.
Provide clear, simple, consistent training, documentation and communication around the new RT4 system (for users, issue solvers and queue managers)()
Expand use of RT4 system to IT units on campus including the IT units in all of the faculties, Housing, the Library, and any other IT areas who collaborate with the IT units or would like to use the system.
Implement new functionality and configure the new system based on:
Requirement information gathered in the RT Investigation Project (June 2012-June 2013) including:
Requirements that will come out of the IT Best Practices project (TBA)
Other requirements that are deemed necessary for IT support on campus
Non-IT areas use of the system:
Non-IT areas may use the system. They may or may not be provided with assistance in importing data from other systems into this system.
RT is used by non-IT areas, and the intent is for this to continue; modifications and configuration for non-IT areas will be assessed on a case by case basis and will depend on cost/time as well as keeping RT’s functionality reasonably consistent between areas
Clarity, consistency, transparency, ease of use and simplicity (for users and issues solvers) are end goals to encourage and enable successful use of system.
What is in scope:
The objectives listed above are in scope.
Improve user request forms.
Form an RT administrators group to:
Define standards and procedures for changes and development, including use of change requests
IT Best Practices project will make recommendations to this project for workflow, processes, knowledge base, etc.
If RT 4.2’s built in reporting/metrics are not sufficient, reporting/metrics may be dependent on the Cognos 10 Reporting Tool being available (dependent on Cognos EBI environment); expected sandbox in November 2013; expected availability January/February 2014 hopefully. Pam Fluttert is the current contact for this.
Timeline for the project maybe dependent on budget for monthly support from Best Practical.
There is currently a limited budget for this project. As of September 2013, there is no additional guaranteed budget money available for this project.
A budget for support/consulting from Best Practical will be requested. Also see the RT Budget spreadsheet.
The timeline will be included in the RT4 Implementation Project Management Plan.
Start date: Sept 2013
Anticipated end date: Aug 2014
Phase 1A (Nov-Dec 2013)
Project planning and documentation
Clean up user accounts in RT3
Install and configure newest release of RT 4.2 (and version 4.0 if necessary for migration)
Phase 1B (Jan-Apr 2014)
Decide what behaviors of RT should be consistent across queues and what we would expect to be different across queues (e.g. Autoreply email, ticket re-opens on reply, etc.)
Configuration/development/system set up
Set up versioning in GIT or similar system for development (or this may be moved to Phase 2)
Arrange consulting/support from Best Practical as needed
Clean up users/groups/queues (names and descriptions)/permissions in 4.2 as needed
Develop forms for client interface for clients
Set up Reminders in new system (as they are in RT 3.8)
Set up feedback forms in new system
Ensure initial request information is included in Autoreply email for all
In list of users requests: list the most recent request at the top
Ticket display: show newest ticket history first (document this and show in training)
Update theme to identify it as a University of Waterloo site
Install and configure RTIR (version 3.2 (hopefully by Dec) to work with RT 4.2)
Decide on consistent naming conventions for queues and groups (to implement gradually throughout project, queue by queue basis)
Import all data (users/queues/tickets/etc.) into rt-dev for testing on eve before go live date
*Areas not represented on the project will be consulted through their representative on the IT Best Practices project, or a representative from their area. All areas using the RT system will be communicated with regarding upcoming changes, documentation and training.
The amount of time required for participation in this project will vary by area, and will be estimated early in the project. At minimum:
October 2013-June 2014:
Kick off meeting (2-2.5 hours)
1.5 hour meetings every 2 weeks
An additional 1-2 hours every two weeks
Additional time, based on
Requirements for each team member’s area
Amount of configuration, development, testing required for team member’s area
Amount of additional configuration/development/testing team member is interested doing
This charter formally authorizes the RT4 Implementation Project, based on the information outlined in this charter. Should any of this information change throughout the duration of the project, it shall be discussed by IST Directors and CTSC members and documented in the “Revision History” section of this charter document.
Approved by: IST Management and Dave Wallace
Approval Date: Oct 21, 2013
Presented to: CTSC
Presented to: UCIST
This approval was discussed by IST Management (Oct 21, 2013), CTSC (Nov 14, 2013), UCIST (Nov 22, 2013) in MC2018A, University of Waterloo, and documented at:
IST Management: https://ist.uwaterloo.ca/internal/ISTminutes/2013-10-21.pdf