Library IT has always held a certain standard for responding to IT tickets, but we’ve never formally announced the policy.  In times of staff turnover, we haven’t always done well in communicating the unwritten rules to new employees, and our response rates might have suffered for it.  To fix this, we have published an official policy for responding to OTRS tickets.  Highlights below:

• You will get an immediate automated response when you submit a ticket.  If you don’t get this response, you may have entered your email address incorrectly.
• You will get a response from a human within 2 business days.  In most cases, this will be a resolution to the problem, but it may also include requests for follow-up information.
• If it will take more than 3 days to resolve the issue, you will receive an update on the progress every 5 business days (once per week).

Sometimes a ticket will be taken “offline”, and closed in OTRS to be dealt with outside the ticketing system.  If you are unsure whether you should follow up with OTRS or reply directly to an IT professional, we recommend that you do BOTH!  We believe that it is better to over-communicate than to have your problem be left forgotten.