Contact information

Contents

  1. Contact information
  2. Description
  3. Action
    1. Ticket lifecycle
    2. Working with tickets
      1. SPAM - deleting tickets
      2. Assigning tickets
      3. Ticket workflow
    3. Adding a new queue (contact a sysadmin if you need one)

Owner: Gnome Sysadmin Team

Contact: #sysadmin

Persons: AndreaVeri

Purpose: General workflow for the GNOME's Request Tracker istance.

Description

This SOP explains some of the general usage guidelines of the RT istance located at https://rt.gnome.org

Action

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 smtp.gnome.org and forwarded to Webapps
  3. Postfix on Webapps 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)

  • in Puppet, add the queue to the following line in modules/rt/manifests/init.pp: 

rt::queue{ ['accounts', 'FoundationMembershipApplications', 'elections' ]

  • in Puppet, edit modules/postfix/files/aliases-gnome.org and add a line similar to: 

rt-QUEUENAME: rt-QUEUENAME@[172.31.1.38]

  • on RT, log in as root (see /home/admin/secrets/rt4) and add a new queue with name QUEUENAME

  • on RT, add create, comment, and reply privileges to everybody for QUEUENAME queue

Infrastructure/Archive/SOP/RTWorkflow (last edited 2022-02-22 14:37:43 by AndreaVeri)