source: trunk/locker/doc/tickets/rt.txt @ 2464

Last change on this file since 2464 was 2464, checked in by achernya, 11 years ago
Update the RT documentation
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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
11Queue" to Scripts, and give yourself a signature referring to
14Another useful option here is to set an RT password for your account,
15so you don't need certs to log in (though it sometimes will keep
16asking you for your password on each page load if you don't have
17certs) and so you can use the BarnOwl RT module or the zephyrbot).
18The BarnOwl RT module is the preferred option.  To install it, run
20    mkdir -p ~/.owl/modules
21    cd ~/.owl/modules
22    ln -s /mit/snippets/rt/BarnOwl RT
24Then in BarnOwl run ":reload-module RT".  The RT module addes the :rt
25command to barnowl. Run ":rt help" for more information; useful
26shortcuts are ":rt r" to set the status to resolved and ":rt d" to set
27the status to deleted.  The zephyrbot will take commands to -c scripts
28-i [ticket number] of the form /set status=resolved or /set
29owner=geofft.  Talk to ezyang to be added to the zephyrbot.
31Note that in the event that Edward's account is compromised, it is
32possible for an attacker to use this password do manipulate tickets in
33*any* queue you have bits on, not just the Scripts one.
35The RT bot will post ticket notifications as -c scripts -i nnn.  If
36you are responding to a ticket, it is conventional to post "lock" to
37the appropriate instance, so others know not to pre-empt you.  You
38should post "unlock" once you are done handling the ticket.
40You can also place these commands on a line by themselves inside
41e-mail; they will be acted upon and removed before the e-mail gets
42sent back out.
44If you're adding a *comment* (such as when you're forwarding a cname
45request on to IS&T), don't use the 'To:' field, because it'll be
46clobbered by our RT scrips and the mail won't actually go to the
47destination you added.  Instead, you should use the 'Cc:' field.
48Similarly, if you're adding *correspondence*, the 'Cc:' field will be
49clobbered and you need to use the 'To:' field.
51Don't CC other RT queues, it doesn't work. If you really need to, use
52your e-mail client to forward it and remove the [ #nnn]
55E-mail to scripts-comment that carries a [ #nnn] tag will
56be included in the ticket history for the scripts team to see, but
57will not be sent to the user. You can use this for asking "Help, what
58do I do here?"
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