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About our Support System
RITG uses a system called RT (Request Tracker) to keep track of requests from the users we serve. We track both large projects (like designing and implementing a new system) and smaller requests (such as day-to-day computer support issues) using RT.
This helps us provide you with good service in a number of ways:
When you submit a request via our web form, you will receive an automatic response by e-mail shortly after your submission. Please handle any future correspondence on that same issue by replying to that automatic response, or any other e-mail you receive from RITG staff via RT.
If you have several requests at the same time, please submit each separately. This makes it easier for us to assign work appropriately and to keep track of your requests.
If you have a specific deadline for a given request, please let us know what it is when you submit the request.
Please be as detailed as possible when submitting requests. For example, if you are reporting a problem with a service we maintain, please provide us with specific error messages and information about the computer you're using (like what operating system it is running).
Thanks! We appreciate your help as we strive to provide excellent service to all the researchers we serve.
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