Changeset 2464


Ignore:
Timestamp:
Sep 21, 2013, 5:14:40 PM (8 years ago)
Author:
achernya
Message:
Update the RT documentation
File:
1 edited

Legend:

Unmodified
Added
Removed
  • trunk/locker/doc/tickets/rt.txt

    r1369 r2464  
    88
    99You should take a look in "Preferences" at the left. Make sure "Notify
    10 yourself of own updates" is on. You can also set the "Default Working Queue"
    11 to Scripts, and give yourself a signature referring to scripts@mit.edu.
     10yourself of own updates" is on. You can also set the "Default Working
     11Queue" to Scripts, and give yourself a signature referring to
     12scripts@mit.edu.
    1213
    13 Another useful option here is to set an RT passwordfor your account, so you
    14 don't need certs to log in (though it sometimes will keep asking you for
    15 your password on each page load if you don't have certs) and so you can use
    16 the zephyrbot).  The zephyrbot will take commands to
    17 -c scripts -i [ticket number] of the form /set status=resolved or
    18 /set owner=geofft.  You need to drop a file in
    19 /mit/geofft/web_scripts/rt/rt-passwords by your username with the format:
     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
    2019
    21 "username" "yourawesomepassword"
     20    mkdir -p ~/.owl/modules
     21    cd ~/.owl/modules
     22    ln -s /mit/snippets/rt/BarnOwl RT
    2223
    23 And then ask geofft (zwrite geofft) to restart the RT bot.
     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.
    2430
    25 Note that in the event that Geoff's account is compromised, it is possible
    26 for an attacker to use this password do manipulate tickets in *any*
    27 queue you have bits on, not just the Scripts one.
     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.
    2834
    29 The RT bot will post ticket notifications as -c scripts -i nnn.  If you are
    30 responding to a ticket, it is conventional to post "lock" to the appropriate
    31 instance, so others know not to pre-empt you.  You should post "unlock" once
    32 you are done handling the ticket.
     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.
    3339
    34 You can also place these commands on a line by themselves inside e-mail; they
    35 will be acted upon and removed before the e-mail gets sent back out.
     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.
    3643
    37 If you're adding a *comment* (such as when you're forwarding a cname request
    38 on to IS&T), don't use the 'To:' field, because it'll be clobbered by our
    39 RT scrips and the mail won't actually go to the destination you added.
    40 Instead, you should use the 'Cc:' field.  Similarly, if you're adding
    41 *correspondence*, the 'Cc:' field will be clobbered and you need to use
    42 the 'To:' field.
     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.
    4350
    44 Don't CC other RT queues, it doesn't work. If you really need to, use your
    45 e-mail client to forward it and remove the [help.mit.edu #nnn] tag.
     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 [help.mit.edu #nnn]
     53tag.
    4654
    47 E-mail to scripts-comment that carries a [help.mit.edu #nnn] tag will be
    48 included in the ticket history for the scripts team to see, but will not be
    49 sent to the user. You can use this for asking "Help, what do I do here?"
     55E-mail to scripts-comment that carries a [help.mit.edu #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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