This guide is to ensure efficient communication, coordination, prioritization, and completion of business tasks in the Math department. 

RT audit instruction (Excel document)

Several RT System Training Presentations are available online at http://www.youtube.com/pammusc.

Creating a Task or Adding Information to a Task

Tickets generally are created via an outside emailing into the RT system using one of the following Business Group email addresses.  The RT system generates an autoreply to the requestor, including a unique RT ticket number.  The ticket number, if left in the subject line of an email sent to the ticket address or comment address, will allow emails to attach to the same ticket details in the RT system. 

Emailing Into the RT System

The Ticket Address is used when creating a new ticket or when replying to or adding to the ticket details while simultaneously informing requestors and people cc'ed on the ticket.  The Comment Address is used to when adding information to the ticket, without informing requestors and people cc'ed on the ticket.  Emails sent to the comment address are only sent to watchers within the RT system.

Online Training Presentations

Creating Tickets from inside of the RT system:  http://www.youtube.com/pammusc#p/u/0/_nFXOxnOAYc

RT All Assignments Dashboard:  http://www.youtube.com/pammusc#p/u/5/hrsE2JxSAvo

Forwarding an email that is in the RT system:  http://www.youtube.com/pammusc#p/u/4/3X-tXo-iFdE

Taking, stealing, or reassigning tickets in the RT system:  http://www.youtube.com/pammusc#p/u/3/J2odmivmMk4

Merging Tickets in RT:  http://www.youtube.com/pammusc#p/u/1/iWUSRmh2CPE

Maintaining watchers and people in the RT system:  http://www.youtube.com/pammusc#p/u/2/jOPqCHTnzyI

Handling RT tickets associated to Payroll Situations

      Overpayment Process and Ticket Handling 2/13/13
       - Payback form is received
       - Payback form is filed in binder with w/ RT number and FMP number noted on the form. The FMP number should be the "Record Num" in FMP (not the Payroll Record Num). This is found on bottom of the Monthly Summary Form screen of the record associated to the salary payroll record showing the encumbered amounts associated to the overpayment. Also note the FY of the record. This can change from year to year.
       - Payback form is e-filed in the employee's personnel file with the RT number and FMP number.
       - Payback form is sent to the RT ticket associated with the situation.
       - Confirm that there is an open encumbrance posted in FMP w/RT number associated to the payback.
       - Note the FMP record numbers associated to the overpayment in RT.
       - Contact the employee and send them the form to request payback.
       - Close the RT ticket.
       - Contact employee monthly with the form attached, and cc the DBA on the 2nd month. You can reopen the ticket in RT for a day to make this contact again, and then resolve it after you have made contact. The ticket will automatically reopen if the employee replies via email to any ticket correspondence.
       - Log your contact efforts on the back of the payback form in the binder, whether a call was made to which number, whether an email was sent.
       - Use RT to send follow up emails and note research done for contact info.
       - Write off after 2 fiscal years per the University's policies.
      
      
    Underpayment or Payroll Research Ticket Handling 2/13/13
       - Follow up on researching w/Dormese at least once per week
       - Resolve within 2 weeks, on the 2nd week CC Margaret Busch and the DBA
      
      
    Trial and Final Tickets Handling 2/13/13
        - Go through final errors documents when you receive them signed from the DBA in case there is a note about the situation.
        - Save all signed trial and finals in the P drive
        - Resolve the ticket