RT Helpdesk User Manual

Research Computing Service of the University of Cantabria (SCI-UC)

Request Tracker (RT), version 6.0.2

System access: https://soporte.sci.unican.es

1. Introduction

The Research Computing Service of the University of Cantabria (SCI-UC) provides a technical support system (Helpdesk) for managing incidents, service requests, and inquiries from registered users through a ticket-based system built on Request Tracker (RT).

This system allows users to:

  • Request any type of technical assistance related to computing systems.
  • Report incidents or problems detected in the computing infrastructure.
  • Submit requests related to any component of the infrastructure.
  • Track the status of their requests.

The primary objective of the Helpdesk is to centralize and organize support requests, enabling the SCI-UC technical team to address them efficiently and systematically, while allowing users to monitor the status of their cases at all times.

This manual is intended for users with no prior experience in RT or helpdesk systems, and explains step by step how to use the system’s basic features.

2. What Is a Helpdesk System and What Is a Ticket?

Before using the system, it is important to understand some basic concepts.

2.1 What Is a Helpdesk?

A Helpdesk is an IT platform used to manage support requests within a specific computing environment or context. Instead of sending isolated emails or informal messages, all requests can be formally recorded through the Web portal.

This allows:

  • Ensuring requests are not lost or left unattended.
  • Knowing which technician is assigned to each case.
  • Maintaining a complete communication history.
  • Prioritizing and organizing the technical team’s workload.

In our Helpdesk system, the SCI-UC support mailbox If you experience issues accessing the system or have questions about its use, you can contact the SCI-UC team through the support mailbox soporte.sci@unican.es is integrated. As a result, many emails sent by users to this mailbox are converted into Helpdesk tickets. Therefore, it is not strictly necessary to access the RT web portal to create a case; sending an email to the support mailbox is sufficient.

2.2 What Is a Ticket?

A ticket (or case) is a record within the system representing a specific request from a registered user.

A ticket includes, among other data:

  • The requester.
  • The subject of the issue or request.
  • A detailed description of the issue or request.
  • The case status (open, in progress, resolved, etc.).
  • All communications between the user and the technical team.

Each ticket has a unique identification number, which allows it to be referenced clearly.

3. System Access

3.1 Access Requirements

To use the SCI-UC Helpdesk, you must meet all of the following requirements:

  • Be a registered user of the Research Computing Service.
  • Have valid credentials (username/password) in the SCI.UNICAN.ES domain.
  • Be connected to the University of Cantabria VPN (1).

⚠️ (1) Important:
Currently, system access is blocked from the public Internet. If you are not connected to the UC VPN, the system will not be accessible through the web portal https://soporte.sci.unican.es. To create a request, you will need to send an email to the support mailbox soporte.sci@unican.es

3.2 Accessing the Helpdesk (Web Access)

  1. Open your web browser (Firefox, Chrome, Edge, etc.).
  2. Go to the following address:

👉 https://soporte.sci.unican.es

  1. A login screen will appear.
  2. Enter:

Username: your SCI.UNICAN.ES domain username
Password: the password associated with that account

  1. Click the login button.

RT login screen requesting username and password

If the credentials are correct, you will access the system’s main page.

4. User Main Page

After logging in, the system displays the main page (also called the dashboard).

This page is the starting point for working with the Helpdesk and typically shows:

  • A summary of your tickets.
  • Links to main functions.
  • A ticket search bar.

4.1 Information Displayed on the Dashboard

On the main page you may find:

  • Open tickets: cases that have not yet been resolved.
  • Closed tickets: cases that have been resolved and closed.

Each ticket typically displays:

  • Ticket number.
  • Subject.
  • Status.
  • Requestor.
  • Owner (assigned technician).

Overview of the main dashboard showing the user’s ticket list

5. Creating a New Ticket

Creating a ticket is the recommended way to request technical support.

5.1 Accessing the Creation Form

  1. From the main menu, click New Ticket.
  2. The system will display a form where you can enter the case information.

5.2 Queue Selection

In the SCI-UC Helpdesk, several queues are configured. Each queue defines a management channel for the ticket depending on its nature:

  • soporte: General incidents, anomaly reports, errors. This is the default queue for all SCI-UC users.
  • solicitudes: Creation of new users, software installation, new services.
  • compras: Requests for advice and/or procurement processes for new equipment, services, or applications.

It is not strictly necessary to choose a queue when creating a new case. Simply use the default soporte queue.

Additionally, RT includes two internal-use queues for technical staff:

  • operacion: Internal operations of SCI-UC technical staff.
  • proyectos: Definition, management, and coordination of large-scale work related to new deployments and infrastructure changes.

5.3 Form Fields

When creating a ticket, you must complete the following fields:

Subject

  • Should be a short, clear sentence.
  • Summarizes the issue or request.

Examples: - “Error when running jobs on the cluster” - “Access problem to compute node” - “Request for disk quota expansion”

Description

This is the most important part of the ticket.

You should explain the issue in as much detail as possible, for example:

  • What you were trying to do and on which system or working node.
  • What exactly happened.
  • Specific error messages (include screenshots if necessary).
  • When the problem started.
  • What you have already tried to resolve it.

The more information you provide, the faster the technical team will be able to assist you.

Attachments

You may attach files that help clarify the issue, such as:

  • Screenshots.
  • Log files.
  • Scripts or configuration files.

Ticket creation form with Subject, Description, and Attachments fields

5.4 Submitting the Ticket

Once you have completed the fields:

  1. Review the information.
  2. Click Create.

The ticket will be registered in the system and will be visible to the SCI-UC technical team.

6. Viewing and Tracking Tickets

6.1 Accessing an Existing Ticket

To view ticket details:

  1. Go to the main dashboard.
  2. Click on the ticket subject.

The full case view will open.

6.2 Ticket Information

In the ticket view you can see:

  • General case information.
  • Current status.
  • Complete history of messages and actions.
  • Attached files.

This allows you to follow the evolution of the issue from its creation.

6.3 Replying to a Ticket

The technical team may request additional information.

To respond:

  1. Access the ticket.
  2. Click Reply.
  3. Write your message.
  4. Submit your response.

Your reply will be recorded in the history and visible to the support staff.

Ticket reply form view

6.4 Ticket Statuses

Common statuses include:

  • Open: The ticket is pending resolution.
  • In Progress: The technical team is actively working on it.
  • Resolved: The issue has been addressed.
  • Closed: The ticket has been finalized.

Users do not normally need to change these statuses; they are managed by the technical team.

7. Searching for Tickets

The system includes a search function that allows you to (2):

  • Search tickets by number.
  • Search by keywords in the subject or description.

This is useful if you have many tickets or need to locate an older one.

(2) You must request that this feature be enabled by the SCI-UC team via the support mailbox soporte.sci@unican.es

Ticket search bar at the top of the interface

8. Email Integration with RT

The Helpdesk is linked to the support mailbox:

📧 soporte.sci@unican.es

8.1 Emails That Generate Tickets

  • Some emails sent to this mailbox may be converted into tickets.
  • The SCI technical team decides whether to create a ticket from an email.
  • Not all emails automatically generate a ticket.

8.2 Email Communication

When a ticket exists:

  • Notifications may be sent by email.
  • Replying to those emails typically adds your response to the corresponding ticket, maintaining a communication thread within the Helpdesk system.

This allows you to interact with support without always accessing the web interface.

9. Best Practices

To facilitate faster issue resolution:

  • Use clear and specific subject lines.
  • Describe the issue in as much detail as possible, indicating the affected service or node.
  • Do not open multiple tickets for the same issue.
  • Add additional information by replying to the existing ticket (either via the web interface or by email).
  • Attach relevant files whenever possible.

10. Additional Support

If you experience issues accessing the system or have questions about its use, you can contact the SCI-UC team through the support mailbox soporte.sci@unican.es