source: branches/locker-dev/locker/doc/tickets/rt.txt @ 1221

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