Request Tracker, or RT, is the service management platform the campus has used since 2008. For information on its history, visit the DoIT web site. RT is not a system of record for institutional data; however, as part of the process of answering requests for service, your personal data may be in the system. Since this system is operated by DoIT, UMBC oversees the security and privacy of the system.
What Data We Collect:
User Information
Your user data of name, email address, and campus ID.
User Content
The request for service you made through the web form and any attachments you may have provided.
How We Use The Data We Collect:
Academic and Administrative Services
Staff in departments receive your request for support and act on the service request. As part of that effort, RT is configured to send the requestor an email response with the answer or to request additional information, which the requester can respond via email.
We do keep a record of your service requests, this is used to see if there was a past problem you encountered and to expedite a solution.
Planning and Reporting
To provide departments with information on monitoring service delivery and quality we have summarized the metadata in the tickets into our analytics platform. This metadata does not include the question or attachment but does include information on the date and time of the request, time stamps of responses and final completion, the requestor and responder(s), and the service queue this was assigned to. This information is summarized in reports to show the number of tickets over different time periods.
Service and Support
We collect system operation information to ensure that the system operates correctly, securely, and with adequate performance to provide a positive user experience.
How Do We Collect Request-Tracker Data:
Directly
When you request service through a web form or email link.
Also as part of answering your service request, the responder may include data from our systems to explain the issue you encountered and, if necessary, the correction.
Automatically
We log information on the performance and metadata when a ticket is closed to summarize the service interaction.
From Other Sources
Some service requests UMBC utilizes additional tools such as DocuSign. For these requests we receive data back from DocuSign.
How Do We Share This Data:
We don’t share this data outside of UMBC unless the request utilizes a DocuSign form. UMBC has an enterprise contract with DocuSign that covers the security and privacy of our data.
What Actions Can Individuals Take?
Review Your Service Requests
You can view your history of RT requests at umbc.edu/go/help-request-history, alternatively if you go to help.umbc.edu and click on Request History, you will be prompted to login to your myUMBC account and see the history of your RT requests. Some DocuSign documents may be viewable under the Agreements tab of your DocuSign portal, which can be accessed at umbc.edu/go/docusign.
Can I Delete My Requests
Yes, you can request that tickets can be purged from Request Tracker (RT) in which you are marked as the Requestor. You can request that DocuSign envelopes be purged from the DocuSign cloud environment, only in which you are the initiator of the form.
Submit a Privacy Request Form
If you would like to review, correct, or request the deletion of your personal data held by UMBC, or opt-out of third party sharing, please fill out our Privacy Request Form and follow the instructions. This form ensures that your request is processed promptly and in accordance with privacy regulations. Our team will review your submission and respond as soon as possible. For any questions or assistance, please contact our privacy office at privacy@UMBC.edu.