Order RT services
Here, the process for using RT is described, including how to add extra functionality such as custom data fields and articles.
The forms you need to fill in are unfortunately only in Norwegian.
New RT queue
It is recommended to conduct a simple needs analysis before using RT in a new area at UiO. Please feel free to contact RT operations if you have any questions.
RT operations assesses applications and determines whether the described activity/need can be covered by RT.
Deactivation of RT queue
You must fill out the form below to deactivate an RT queue.
Use articles
Articles are ready-made template responses that can be pasted in when replying to inquiries in RT. You can easily create, edit, navigate, and search for articles.
Feel free to read through the guide for articles before you possibly fill out the order form.
Use custom fields
Custom data fields allow for the optimization of the ticket workflow regarding searching, categorization, overview, and statistics.
Feel free to read the brief introduction to custom data fields before you start the ordering process.
New case handler
To become a case handler for a queue in RT, you must be added to a group that a queue manager administers.
- Make sure you log in to RT with your UiO username and password.
- Contact one of the queue managers who will ensure that you become a member of the correct group of case handlers (see the guide for queue managers here)
New queue manager
To become a queue manager for a queue, you must first become a case handler for that queue. Then, one of the existing queue managers must contact the service group in RT to be added to the queue manager group.
RT case handler at USIT
Most of USIT's queues use the same case handler group ("rt-saksbehandler"), and all employees at USIT are automatically included in this group. This means that everyone at USIT automatically becomes case handlers for most of USIT's queues as soon as they become RT users.