source: trunk/locker/doc/tickets/rt.txt @ 1367

Last change on this file since 1367 was 1367, checked in by ezyang, 14 years ago
Add comment about lock/unlock conventions.
File size: 1.7 KB
3To edit stuff like ticket status, click "Basic" in the left.
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.
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
13Another useful option here is to set a password, so you don't need certs to log
14in (and so you can use the zephyrbot).  The zephyrbot will take commands to -c
15scripts -i [ticket number] of the form /set status=resolved or /set
16owner=geofft.  You need to drop a file in /mit/geofft/web_scripts/rt/rt-passwords
17by your username with the format:
19"username" "yourawesomepassword"
21And then ask geofft (zwrite geofft) to restart the RT bot.
23The RT bot will post ticket notifications as -c scripts -i nnn.  If you are
24responding to a ticket, it is conventional to post "lock" to the appropriate
25instance, so others know not to pre-empt you.  You should post "unlock" once
26you are done handling the ticket.
28You can also place these commands on a line by themselves inside e-mail; they
29will be acted upon and removed before the e-mail gets sent back out.
31Don't use the To field, it doesn't work. If you want to send the ticket somewhere else, use CC.
33Don't CC other RT queues, it doesn't work. If you really need to, use your
34e-mail client to forward it and remove the [ #nnn] tag.
36E-mail to scripts-comment that carries a [ #nnn] tag will be
37included in the ticket history for the scripts team to see, but will not be
38sent to the user. You can use this for asking "Help, what do I do here?"
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