On Friday, April 10, 2026, we’re migrating our ticketing system to Request Tracker (RT) 6. This is a major update focused on dramatically improving system speed, tightening our security, and preparing our system for modern AI tools. Click here to learn more from our vendor.
Impact & Downtime
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When: Friday April 10 - Sunday, April 12
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Downtime: The system will be offline for maintenance starting at 6 PM on Friday, April 10, to finalize the migration. While we expect the upgrade activities to be shorter, we’re holding the entire weekend for potential upgrade activities.
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No action is required on your part; the update will be applied automatically.
Key Changes & Improvements
A Faster, Customizable Interface
If you spend your day working in queues, you will immediately feel the difference in RT 6:
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Lightning-Fast Interactions: The system now uses modern web technology (HTMX) to load different parts of the page in parallel. Instead of waiting for full-page reloads every time you update a ticket, edit a field, or use "Quick Create," changes happen instantly inline.
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Custom Page Layouts: You are no longer stuck with a one-size-fits-all view. You can now arrange widgets, prioritize the fields you actually use, and declutter your ticket views to match your specific workflow.
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Independent Refresh: Do you have a saved search that you monitor? Searches can now auto-refresh on their own independent timers without reloading your entire dashboard.
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Cleaner Design: The entire interface has been upgraded with a modern framework, making complex ticket histories much easier to read and navigate.
Under-the-Hood Priorities
Beyond the UI, we are moving to RT 6 to solve two major backend goals:
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Enterprise-Grade Security
Protecting internal requests and data is our top priority. Moving to this version ensures we stay compliant with the latest security standards. -
Laying the Groundwork for AI
While you won't see "AI buttons" on launch day, RT 6 is the necessary foundation to get us there. The updated architecture allows us to start testing AI integrations later this year. Once stable, we will explore tools to support our users, including:- Smart Summaries to instantly catch you up on long, complex ticket threads.
- Response Drafting to speed up common replies.
- Automated Categorization to route tickets more efficiently.
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MCP Server access for advanced users to interact via workflow tools (learn more).
Need Assistance?
Support Portal: Request Tracker (RT)
The first draft of the above announcement was generated using AI and edited by the Division of Information Technology Communications and IT teams.