In the main queues there are a variety of custom fields. These can vary by queue.

Urgent Fatal failure across services or one entire service. Constitutes emergency support if after hours.

If - All sites affected If - Data loss or severe data corruption If - Co-op Servers down e.g. in Sitka core services stopped like circ, search, communication between servers that comprise Evergreen broken, or, for e.g, in LibPress all websites are down. If - Restart required for core services to be restored.

High Due to Failure of service or current prioritization of outcome (e.g. new service, new member expectations). May constitute emergency support if after hours.

If- Tickets from a new site that are affecting staff workflows If - tickets are a result of roll out of new version or new service /feature/function. If - Majority of sites affected (emergency support may have to kick in) If - Core services affected (emergency support may have to kick in) If - Service restart required for core services to be restored (emergency support should kick in) Examples: servers offline, email failure, holds targetter failure, Evergreen reporter offline, upgrade related patches or roll ups.

Medium If- Affects one or more site If - Costs site time/money, affects core public service workflows, or affects communications with their patrons (i.e. overdues not running, problem with fine generator, web site forms not working, etc.) Is a contractual obligation on Co-op’s part – i.e. required for Co-op services to perform as per contracts and policy. e.g. MOU/SMA, is not fatal, but needs attention. Failure to provide a required outcome of the service, but not fatal. Examples: new site waiting for overdues to be set up, new site’s fines not charging correctly, , OPAC display problems affecting most sites, EZ Proxy changes, for LibPress, basic website functionality affected or fixing menu links.

Low If- “How to” questions If -Can be resolved by information, or a scheduled chron job ,or by development,or a workaround. If -Things that need to be done, but don’t affect daily operations at all If- Affects one or few sites only, nice if it worked. Examples: cataloguing questions, policy questions, functionality questions, bug reporting, feature requests,

Each RT ticket has a Reminders section where you can type in reminders for yourself if you want. These Reminders will appear on your RT homepage (My Reminders area) so you can easily view and monitor them. It can be used like a checklist of to-do’s.

Sometimes you may want to keep track of a ticket that you do not own. You can bookmark a ticket by opening it up and clicking on the star icon (it will turn yellow) in the top right menu. These bookmarked tickets should appear on your RT homepage under My Bookmarked Tickets. When you don’t want to track the ticket anymore, simple reselect the star icon and it will turn back to grey.

On your RT homepage, at the top right of the page, in the blue bar, there is a darker blue New ticket in button don’t select the button. Beside this button is a white drop down menu. Open the dropdown menu and select the type of ticket you want to create.

There are queues: Sitka Support: Testing:

In the Subject line of the ticket enter the name of the book or title for the ticket you are creating. In the Basics area on the right, set the owner to the appropriate person. In the Custom Fields area on the right, you only need to set these fields (using the above instructions): Switch to the Details button at the top right corner and set the following fields: Set the Priority (using the above instructions). Once all is good, click Create. The ticket should appear in the appropriate queue.