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Breeze Through Processes with NUSRT
— Leong Hong Fai
Just exactly what is NUSRT?
NUSRT is a new system that uses the open source ticketing system known as Request
Tracker or simply RT. However, NUSRT is more than that.
When we were told that the faculties' ITUs are embarking on the ISO9000 bandwagon, everyone was looking for a tool to automate their processes, and RT was
explored. For a start, RT has a customizable workflow engine and integrates
well with the enterprise email system. Since it is an open-sourced
solution, we can further customize it to our needs.
Currently, any request that requires changes to be made on the
application/system would require submission of a hard or
electronic form to the relevant Manager/ Supervisor for approval before changes can
be made by the respective application developer. Requestors sometime have a hard time determining who these forms should be routed to.
This is where NUSRT comes into the picture. By integrating NUSRT with NUS Application Inventory System (where all the software
applications/systems that the University uses are being catalogued), it
can route the requests directly to the correct parties without the
requestors knowing it. This has eliminated all hard copy
circulation. It also has the ability to track correspondences between
the different parties, allowing requests to be managed more efficiently.
NUSRT also has a web interface, and we named it as "RT Client". RT
Client is an interface that queries the RT backend activity, hence new
request forms can be easily created and automatically displayed on the
RT Client.
Moving forward, more forms will be converted to use NUSRT and localized workflows will be established by the faculties and departments. This will definitely
enhance our operational efficiency at work.
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