GNOME.org Request Tracker

GNOME.org Sysadmin team has a Request Tracker 3 installed to track user support issues. The web interface is password protected, and currently available only for the sysadmin team.

http://www.gnome.org/rt3/

Web and email modules for RT are installed on window.gnome.org and the MySQL database rt3 runs on button.gnome.org.

If there are problems please contact gnome-sysadmin@gnome.org. Responsible person for RT is ToniWillberg. General discussion about infrastructure takes place in gnome-infrastructure@gnome.org mailing list.

Support addresses routed to RT

Addresses not routed to RT

How it works

Ticket lifecycle

  1. A new support request is sent via email by a user to one of the support addresses
  2. mail is received by Menubar and forwarded to Window
  3. Postfix on Window runs a Perl RT script which injects the mail to correct queue
  4. a notification mail is sent to admins responsible for said queue
  5. admin solves the problem or asks for more information from the requestor
  6. a notification mail is sent to the requestor
  7. case closed

Working with tickets

SPAM - deleting tickets

  1. view the ticket
  2. click "Basics"
  3. change status to "Deleted"
  4. press [Save Changes]

Assigning tickets

  1. assign a ticket to yourself by clicking on "Take" (then others don't accidentally work on same ticket)

Ticket workflow

  1. view the ticket
  2. when you actually start working on a ticket, press "Open". You should have assigned to ticket to yourself at this point already (take).
  3. if you need to ask more details from the requestor, press "Reply". This allows you to send a mail to the requestor.
  4. if you want to add a comment to the ticket, press "Comment". This doesn't send the comment to the requestor, but the comment might be useful later for yourself.
  5. once the issue is solved, press "Resolve"
  6. on the resolving view, you can a) add a comment, or b) send a reply to the user. The comment won't be sent to the requestor, but the reply would be sent. Use the reply type only if you need to add a personalized message. This is selected in the "Update Type".
  7. once the ticket is resolved, the system (usually) sends an automated message to the user telling the ticket is resolved.

Adding a new queue (contact a sysadmin if you need one)

  1. on Menubar, modify /etc/gnome.org/aliases, add a line similar to this:

    rt-queuename: rt-queuename@window.gnome.org

  2. on Menubar, run newaliases.postfix
  3. on Window, modify /etc/postfix/aliases, add a line similar to this:

    rt-queuename: "|/usr/bin/rt-mailgate --queue queuename --action correspond --url http://www.gnome.org/rt3"

  4. on Window, run newaliases.postfix

  5. on RT, add a new queue with name queuename (Can see list of queues in Manage->Queues, but no option to aad a new queue --RossGolder)

  6. on RT, add create, comment, and reply privileges to everybody for queuename queue

Plans for improvement

Sysadmin/RequestTracker (last edited 2008-12-29 15:02:25 by OlavVitters)