OBS RT Tickets Guidelines

rt.umbc.edu

Reviewing RT Queues

Each RT Queue should be reviewed every 2-3 business days to identify new and open tickets.

Ticket Ownership

Tickets should be assigned/taken within 2-3 business day of their submission.

• Taking a ticket. Any member of the Observatory is that’s able to act on tickets should claim “ownership” of a ticket if and only if they are able to work substantively on that ticket.
• Assigning a ticket. Coordinators can also assign tickets directly to specific members of the Observatory
• Stealing a ticket. Perhaps if the original owner is not available or otherwise unable to answer the ticket in the timeframe described in this document, it is appropriate for a member of the observatory to “steal” ownership of a ticket.

Stalling Tickets

Tickets can be “stalled” if:

• The ticket “depends on” another ticket

• Additional information has been requested

Resolving Tickets

Tickets can be “resolved” if:

• “open” or “new” ticket. The original issue has been fully addressed, and the requester has been notified. Ensure there is a record of both in the ticket.
• “stalled” ticket. Additional information was requested, but there has been no response for at least four business days. Explain this and ask the questions again when resolving the ticket.

• Initial Contact (New/Transferred Tickets): Within 2 business days, notify the requestor. Confirm that it’s in the right RT queue, clarify the request, ask necessary questions, and assign/take the ticket.
• Resolution: While there is no timeline on a ticket resolution, be mindful of ticket correspondence becoming circular or not being constructive. Discuss with your Coordinator on the best way to proceed in these cases, maybe a synchronous meeting or another type of communication is warranted.
• Updates: The Observatory should act on a ticket at least every two business days, unless discussed with a supervisor. This can be substantive work or a simple “We’re still working on this” message, so long as such messages are accompanied by an estimated resolution time or next steps.

Ticket Information and Messages

• Any substantial time or effort spent on tickets should be documented in the ticket
• Strive for concise, clear communication. Remember that many faculty/staff/students are not native English speakers. Avoid idiomatic phrases and complicated sentences when possible. The clearer we communicate, the faster we can work to a meaningful resolution.