Tips for requestors in RT (Request Tracker)

If you send an e-mail to an e-mail address the UiO, and you immediately receive an answer with  [rt.uio.no #xxxxxxxxx] added to the subject, your e-mail was received by an RT queue. The first answer is automatic, but you will receive an answer from a person later. 

Some tips for requestors:

  • If you add CCs to your request, they will receive copies of all of the subsequent correspondence regarding the request
  • You cannot add an RT queue address as a CC in an email (it will be automatically deleted by the system) 
  • Please do not send large filet to RT. Attachments over 3 MB will be deleted without notification
  • You can see all your requests at rt.uio.no/SelfService

When replying to an email sent from RT:

  • A message from RT is recognizable by a code on the following format: [rt.uio.no #1234567]. Do not remove this from the subject filed when you answer an RT-message. It is used to match your answer to the correct case.
  • Please do not "reply to all" when replying to an email from RT. All the people involved in the request already get a copy from the RT system when you reply.
  • If you do not want your answer to be recorded in RT, remove [rt.uio.no #xxxxxxxx] from the e-mail 'Subject' and send your answer to the individual recipients.
Published May 3, 2021 11:35 AM - Last modified May 3, 2021 11:39 AM