| 1 | RT TRICKS |
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| 2 | |
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| 3 | To edit stuff like ticket status, click "Basic" in the left. |
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| 4 | |
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| 5 | Note the multiple ways to search for tickets: you can click "All |
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| 6 | {new,open,waiting} Scripts Tickets" on the home page in the center, or |
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| 7 | "Scripts" on the right in the list of queues. |
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| 8 | |
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| 9 | You should take a look in "Preferences" at the left. Make sure "Notify |
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| 10 | yourself of own updates" is on. You can also set the "Default Working Queue" |
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| 11 | to Scripts, and give yourself a signature referring to scripts@mit.edu. |
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| 12 | Another useful option here is to set a password, so you don't need certs to |
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| 13 | log in (and so you can use the zephyrbot). |
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| 14 | |
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| 15 | The zephyrbot (currently down) will take commands to -c scripts -i [ticket |
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| 16 | number] of the form /set status=resolved or /set owner=geofft. |
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| 17 | |
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| 18 | You can also place these commands on a line by themselves inside e-mail; they |
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| 19 | will be acted upon and removed before the e-mail gets sent back out. |
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| 20 | |
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| 21 | Don't use the To field, it doesn't work. If you want to send the ticket somewhere else, use CC. |
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| 22 | |
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| 23 | Don't CC other RT queues, it doesn't work. If you really need to, use your |
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| 24 | e-mail client to forward it and remove the [help.mit.edu #nnn] tag. |
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| 25 | |
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| 26 | E-mail to scripts-comment that carries a [help.mit.edu #nnn] tag will be |
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| 27 | included in the ticket history for the scripts team to see, but will not be |
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| 28 | sent to the user. You can use this for asking "Help, what do I do here?" |
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