Lessons Learned at the TSC

In 2009, DoIT launched a new, web-based, ticket tracking system, Request Tracker (RT). The Technology Support Center (TSC), formerly the Help Desk, was one of the first offices to begin working with RT, and has relied heavily on it ever since.

Over the past 6 years, as RT's usage has grown, the TSC has developed several best practices to handle its role in initially triaging the majority of DoIT's incoming tickets as well as a portion of those from other groups on campus effectively and efficiently. This presentation will discuss those practices as well as lessons learned along the way.