[1026] | 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 | |
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[1369] | 13 | Another useful option here is to set an RT passwordfor your account, so you |
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| 14 | don't need certs to log in (though it sometimes will keep asking you for |
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| 15 | your password on each page load if you don't have certs) and so you can use |
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| 16 | the zephyrbot). The zephyrbot will take commands to |
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| 17 | -c scripts -i [ticket number] of the form /set status=resolved or |
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| 18 | /set owner=geofft. You need to drop a file in |
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| 19 | /mit/geofft/web_scripts/rt/rt-passwords by your username with the format: |
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[1026] | 20 | |
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[1366] | 21 | "username" "yourawesomepassword" |
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| 22 | |
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| 23 | And then ask geofft (zwrite geofft) to restart the RT bot. |
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| 24 | |
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[1369] | 25 | Note that in the event that Geoff's account is compromised, it is possible |
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| 26 | for an attacker to use this password do manipulate tickets in *any* |
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| 27 | queue you have bits on, not just the Scripts one. |
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| 28 | |
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[1367] | 29 | The RT bot will post ticket notifications as -c scripts -i nnn. If you are |
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| 30 | responding to a ticket, it is conventional to post "lock" to the appropriate |
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| 31 | instance, so others know not to pre-empt you. You should post "unlock" once |
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| 32 | you are done handling the ticket. |
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| 33 | |
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[1026] | 34 | You can also place these commands on a line by themselves inside e-mail; they |
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| 35 | will be acted upon and removed before the e-mail gets sent back out. |
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| 36 | |
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[1369] | 37 | If you're adding a *comment* (such as when you're forwarding a cname request |
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| 38 | on to IS&T), don't use the 'To:' field, because it'll be clobbered by our |
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| 39 | RT scrips and the mail won't actually go to the destination you added. |
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| 40 | Instead, you should use the 'Cc:' field. Similarly, if you're adding |
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| 41 | *correspondence*, the 'Cc:' field will be clobbered and you need to use |
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| 42 | the 'To:' field. |
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[1026] | 43 | |
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| 44 | Don't CC other RT queues, it doesn't work. If you really need to, use your |
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| 45 | e-mail client to forward it and remove the [help.mit.edu #nnn] tag. |
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| 46 | |
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| 47 | E-mail to scripts-comment that carries a [help.mit.edu #nnn] tag will be |
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| 48 | included in the ticket history for the scripts team to see, but will not be |
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| 49 | sent to the user. You can use this for asking "Help, what do I do here?" |
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