Computer Systems Lab
Connecting & Supporting the Computer Sciences Department
Self Service Support

CSL Request Tracking (Ticket) System

The Computer Systems Lab uses a request tracking/ticket system to track all requests for service and support.

New tickets can be created by sending email to lab@cs.wisc.edu or by using the web interface at https://rt.cs.wisc.edu

The ticket system will send a copy of all ticket correspondence via email. Email updates can be added to a ticket by using the exact Subject: line of the confirmation email or other email message in that ticket (typically by using the reply function in your email client), keeping the tracking number exactly as it appears in the Subject: line.

For example:

Subject: Re: [CSL #123456] request for project data archive

Existing tickets can also be viewed or updated using the web interface.

The web interface requires NetID authentication.

Tips for submitting problem reports and service requests

  • Please provide as much information and context as possible in the ticket, and use a meaningful subject line, so that we can easily identify your request.

  • Please use a new request for each new or separate request or problem. That allows us to assign the ticket to the appropriate staff, and track the work.

    • If this request/report is related to a previous ticket, please include the information and the related ticket number in the ticket

  • Please include any context or additional information that might help us understand your problem report/request

    • Is this for a Computer Sciences class? If so, which class?
    • Is this for a Computer Sciences research project? If so, which project?
    • What computer are you using (hostname)?
    • What program are you running? With what options or input/output files?
    • What (exact) error messages are you seeing? Cut-and-paste for text output is preferred, or a screen shot
    • What other error indicators are there, or describe the unexpected behavior (and the expected behavior if it is not obvious)
    • When was the last time it worked correctly?
      • Did you change anything since it last worked correctly?
    • What steps have you taken to try and debug or work-around the problem?

If you need additional assistance, one of our staff will contact you via email, to arrange an in-person or online meeting or consultation.