Support System: OTRS

All staffers will soon have access to queues in the OTRS system and will be expected to check them, solving reported problems during their proctoring shifts.

What Is OTRS?
OTRS is the CWRL’s support system. When a problem is logged in the database, it is given a ticket number and assigned to an appropriate queue for someone to handle. As tasks are picked up and completed, the system logs a history of who has worked on the problem, how the problem was solved and allows users to comment on their solutions and or make future suggestions. To log into OTRS simply go to http://support.cwrl.utexas.edu while using a CWRL computer.

When should I use OTRS?
When you encounter any problem that you are unable to fix and that has not already been logged, you should submit a ticket to the system. This applies to Instructors, Proctors or any other CWRL users. You may create a ticket by sending an email to support@support.cwrl.utexas.edu or within the system itself by clicking on "email ticket." The subject line of the email should include a brief statement about the nature of the problem. In the body of the email, describe as thoroughly as you can the problem that needs attention. You should also use OTRS to find problems that have been assigned to your particular group and that you may be able to address.

How do I check to see if a problem has already been logged?
Before you submit a ticket, you should check within your particular queue to see if the problem has already been registered. You should also check your assigned queue regularly to see if there are any problems that you may be able to address. You will be assigned to at least one of several queues that include Administrator, Assistant Directors, Developers, and Proctors. If you are a proctor, you should look in the proctor queue at the beginning of your shift to see what problems have been logged and find those that you would be able to work on.

What happens to my ticket after I send it?
When you send a support ticket, it is automatically put into the system’s general mailbox. The mailbox is administered several times daily by assigning these tickets to particular queues, or groups, to which they are most relevant. When a ticket is taken by someone working within that queue group, the system sends a notification that the person is addressing the problem. Once the problem has been fixed, the ticket is closed with an explanation of the steps taken to address the situation.

How do I handle a task/ticket?

• Look for tasks that need addressing into the relevant queue, i.e. in the Proctor queue if you are a proctor.
• To start working on a task, you should first claim it as yours by clicking on the Lock link (see screenshot below). The task will disappear from the queue and move to the locked tickets queue in the top right corner of the window. The system will notify whoever reported the problem that you are working on it.
• To finish off a task, you need to close it by using the Close link or by using the Empty answer link to the right that allows you to compose an email message and/or write internal notes along with closing the task.

How do I check the status of a task/ticket?

• Look in the relevant queue, such as Proctors. The task will be there if it has not been completed or locked by someone. If you use the Zoom or History links above the ticket text, you will be able to see the history of internal notes and activities associated with it.
• In addition to the relevant queue that contains unclaimed tasks, the locked tickets queue on the top right of your screen will show you all tasks that have been claimed by people and are currently being dealt with.
• If you are looking for a specific task, you should use the Search function from the main menu. Once you get the search results and identify the task of your interest, you can see it by following the link off of the ticket id number.