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Apparatus utilizes Request Tracker to manage trouble tickets and change requests.

1. A new ticket is generated.
2. The individual requesting support (the "requestor") receives confirmation, including the ticket number.
3. The appropriate support team at Apparatus is notified.

Additionally, the requestor can carbon copy (Cc) any email address during the initial report and they will also be notified of the new ticket, including any replies to that ticket.

Each email generated by Request Tracker will contain a ticket identifier in the subject (i.e.,  [Apparatus #1221]). Any email sent to a support address with the ticket identifier in the subject line will be appended to the ticket and all interested parties will be notified.

Apparatus personnel, instead of responding directly to the requestor, will reply to the ticket, as should the requestor to provide updates or ask questions.

When the ticket is closed, the requestor and carbon copies will be notified with an automatic message from Request Tracker. Any emails sent to the support address with the ticket identifier in the subject will re-open the ticket.