NSMS services
Request Tracker Services
Request Tracker (RT) from BestPractical is an enterprise-grade ticketing system which enables diverse groups of people to intelligently and efficiently manage tasks, issues, and requests submitted by a community of users. RT manages key tasks such as the identification, prioritization, assignment, resolution and notification required by enterprise-critical applications including help desk, project management, software development and CRM. RT has been in use for many years at OUCS as their helpdesk system, and is in use by many teams inside the Department for other uses.
The NSMS team provide a managed hosting platform for Request Tracker providing a range of services. In all cases the database backend of the service is managed by NSMS and backed up on a daily basis.
Managed Service
The Managed Service service is suitable for an organisation that intends to use the service on a fairly large scale. It consists of a Request Tracker setup, over which you will have full administration rights. NSMS will ensure that email to the system and the secure web front end are correctly functioning, and that regular backups are taken. You will be able to add queues and authorised users (the system will be set up to use Webauth, by default). Email to <queuename>@<rtname> (eg it-support@rt.nsms.ox.ac.uk) will work, and be managed by NSMS, but we would recommend using aliases to hide these details from users.
Customisable Service
The Customisable Service, is a Managed Service in which you would have a UNIX login to the server. This would enable you to re-brand and add extensions to your service (at your own risk).
Queue Service
The Queue Service is aimed at people who do not wish to run their own Request Tracker setup. The service will consist of a number of queues and users which NSMS will set up within a shared Request Tracker (although only users you authorised will be able to view your queues). The authentication to the secure front end would be using Webauth and email to your queues would be provided. A number of queues and users can be purchased.
Training
A training service is available for new customers that are unfamiliar with the details of the RT system. There is also a consultancy service available if further customisation of the service is required to suite specific requirements.
Charges
For current charging information for this service see our RT services charges page.
