RT User Tutorial for SAP Support Pack 2008

Overview

RT is used to Open, Track and Report defects found during support pack testing.  RT can be accessed via email or directly through the RT Self Service Interface. 

RT Email Access

Step 1:  Address an Email

Using your preferred email application, (MSOutlook, MIT Webmail, Yahoo, Gmail...) paste the following address in the "To:" field;

...

• SAP 2008
• Functional Area
• Summary of Ticket 

Example:    Subject: SAP 2008 - HR Payroll - Error on Distribution Changes posting data
 

Step 3: Populate the email Body

...

The sender receives an AutoReply email from SAP Test Issues via RT (alias saptest@RED-SOX.mit.edu ) confirming the creation of the ticket.  A link is provided in the body of the confirmation email to check the status of the ticket. 
Tickets created in the queue via email will be edited to ensure the correct Project Name (SAP Support Pack 2008) is assigned for future reporting.    

RT Web Self Service Access 

https://help.mit.edu/SelfService/ 

Launching RT

RT can be accessed from MIT Web Self Service at the following link: 

...

• SAP 2008
• Functional Area
• Summary of Ticket 

Example:   Subject: SAP 2008 - HR Payroll - Error on Distribution Changes posting data 

Once all data fields are populated, click the "Create ticket" button on the bottom right of the screen. 
The user will receive an email from SAP Test Issues via RT (alias saptest@RED-SOX.mit.edu ) confirming the creation of the ticket.  A link is provided in the body of the confirmation email to check the status of the ticket.