Trouble Ticket System
LCSR has deployed OTRS (Open-source Ticket Request System) for
tracking system problems, bugs, and help requests.
We are using email to submit problem reports to OTRS.
A ticket will be generated and the ticket number will be
sent back to the user in an email message. Additional messages
from the system may appear when the state of the ticket changes.
How do I report a problem?
- Send an email to help@cs.rutgers.edu detailing your specific problem.
- Contact Operations at ex. 2443 (445-2001 ex. 2443 for external callers) for issues that might require a more immediate response.
See the
Operations page for coverage schedules.
What do the
messages look like?
This can be seen in the following
example
session.
What happens
when I submit a problem?
You should get a new ticket message from the system with the ticket
number. This can be seen in the following
example
session.
Why didn't I
get a response?
The incoming messages are passed through a spam filter. If the
filter marks the message as spam, the message will be dropped before it
is delivered to the system. This is an attempt to prevent
spam from creating extraneous tickets. If you don't get a
response, try resending the message or call Operations.
Last update: 8/3/06
