IT Center Blog

Ticket Tool Info – Part 3: Upcoming Upgrade

September 11th, 2023 | by
Ticket with info on the upcoming maintenance of the ticket tool from 12 to 13 September 2023

Source: Own illustration

In the first article of the Ticket Tool-Info series, we introduced you to the ticket tool and its functions. The second article was about the ticket portal and its advantages. In this third and final part of our Ticket Tool-Info series, we would like to tell you about the upcoming upgrade, which will take place from 12 September to 13 September 2023. We’ll also let you know about the service restrictions that will come with it.


Year After Year – Maintenance Work on the IT Center Ticket Tool

The last major maintenance work on the ticket tool took place in 2019. Therefore, it is time to carry out comprehensive ticket tool maintenance work, which will take place over two days. In the period from 12 to 13 September 2023, the ticket tool (and thus also the ticket portal) will receive functional innovations through two imported upgrades. The new release will eliminate software errors and replace old servers with new servers. The respective configurations take place in the background. You will not really notice anything of this, except that you will have to reckon with a slightly delayed processing time of your inquries.


New Shine for the Ticket Tool

To ensure that we continue to offer you the best service in the future, it is essential that we implement new security technologies in the system and improve the security of e-mail handling. In addition, a new server infrastructure is being implemented for a new production environment, which will only bring changes for administrators. Therefore, as students, employees or members of the RWTH, you will not notice any real innovations. The familiar handling of the ticket tool will therefore remain the same and you will not need to get used to it.


The Ticket Tool Upgrade

This week is the time: From 12 to 13 September 2023, the upgrade of our ticket tool is scheduled. During this period, we will only be able to process incoming requests with a significant delay. During the upgrade, we will still be available via chat and telephone. Of course, you can also meet us in person at our offices at Seffenter Weg 23 and SuperC at Templergraben 57. Your incoming e-mails will not be lost during the upgrade. However, they will probably not be processed continuously until September 14, 2023. The ticket portal will also not be unavailable during this period. We ask for your understanding and patience in answering your questions and inquiries.

You can also check the status of the ticket tool upgrade via our status message portal.


Responsible for the content of this article is Lina-Louise Kaulbach.

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