University |
BUCS/MIS |
Registry |
SAMIS
|
|
 |
 |
 |
 |
RT for Admissions: User Guide |
|
[Process Summary | Getting started with RT | Detailed RT Manual] |
|
Process SummaryApplicant enters question on Ask Admissions web form, having selected a broad subject area that the question relates to from a list of options - Prospectus Request, Open Days, Fees, Status of a submitted application etc. The web form is designed so that queries are filtered into appropriate RT Queues. After submitting a query, the applicant receives an email confirming that their query has been received and specifying the ticket number. A ticket is created within RT, in a queue corresponding to the subject area of the question. Relevant admissions personnel will check RT via the web interface on a regular basis. Admissions personnel can check for new tickets in Queues to which they have access by checking the 'New' column in RT. A member of the Queue will take ownership of the ticket by replying to or resolving that ticket. The first person to access a 'new' ticket becomes the 'owner'. The owner of the ticket can then correspond with the applicant by using the 'Reply' option in RT, can add comments using the 'Comments' option, or can 'Resolve' the ticket immediately. The applicant may reply to the autoreply or to any other correspondence they receive. Their replies are all recorded in RT. The ticket owner is emailed a copy of any replies made by the applicant. When the ticket has been Resolved, it no longer appears in the list of current tickets for the Queue, but it can be accessed via the search screen. Tickets can be 'bounced' to another Queue if it is felt appropriate, or to another member of the same Queue. Every action pertaining to the ticket is recorded and can be viewed. Every action is stored in a database and will not be deleted, providing a detailed audit trail for every ticket.
|
|
|
University | Search | News | A-Z Index | Contact Us |
|
|
