Request Tracking System Documentation
Overview/Email Usage
Email Usage
To keep people informed with a paperless request tracking system, email is
automatically generated. Three classes of email may be sent, as follows:
- New Request Notification
- When a request for services is entered by someone outside of IT,
email is sent to the Director in charge of Applications Support and to
the Applications Support Manager. These two email addresses are on the
miscellaneous request tracking table (RQM).
- Personnel Assignment Notification
- Requests, when originally created, are assigned to a non-existent project
leader (NA). When someone within IT reassigns the request
to a Project Lead, that Project Lead is sent email as notification that the
request has been assigned to them. Assignments of people to the Project
Team do not generate email notifications.
- Request Completion Notification
- When someone within IT changes the status of a request to indicate that
it is complete or cancelled, email will be sent to the person who originally
entered the request.
OIT Applications Support
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