OLPC:Volunteer Infrastructure Group/RT

OLPC uses the RequestTracker ticketing system from Best Practical for tracking support requests, volunteers, and many other things. The public RT is at http://rt.laptop.org

Draft Strategy

Please read and comment on the draft.

Documentation Project

• Current Status
  • Web: vserver instance on solar
    • installed in /usr/local/encap/rt-3.6.5/, configs in /etc/rt3
  • Database: Postgresql
    • rt3 on localhost
    • Current Queues FIXME
• Medium Term Goals
  • Backups
  • RT 3.9.x
• Long Term Goals
  • RT services available to Repair Centers and Deployments
  • a laptop in the hands of every child (Trac #1)
  • ...

Hot Issues

• Upgrade our install to RT 3.9.x to fix bugs, improve performance, and unlock features

• Configure around or get help with outstanding feature requests and bugs

• Metadata and organization for G1G1v2 (need meeting)

• SPAM (we don't like it):
  • outside RT
  • inside RT
  • and (salearn) feedback from one to the other

• Document the state of RT, our existing configuration, and any changes we make

MetaRT Tickets

To do

holt's and the SG's top wishes adapted from RT #14244  :

1. RT #14349 RT should show requestor's stalled & resolved tkts
2. RT #14352 CC and BCC to username: mail out
3. RT #14353 CC and BCC off RT should work: mail out
4. RT #14354 Intermittant slowdowns: Performance -> Upgrade, Move
5. RT #14355 Timed reminders:
6. RT #14356 Metadata (incl Categories!) and workflow problems (cleaner Default Views?): some Upgrade, some Configuration
7. Linking tweaks: mail notify (and extra verification or undo): Configuration, mail out
8. Scrubbing data from inside tickets and attachments: Upgrade
9. RT should notify ticket owner when someone makes a comment: Configuration, mail out
10. Support product Tracking Database?: additional product,Upgrade
11. eg RT #13768 ticket fails to fully display BUG: poss Upgrade
12. blocked and missing incoming emails: mail in
13. RT #15643 Why did RT erroneously email the Requestor rather than the Owner: mail out, configuration?
14. RT #16859 3.8 upgrade: Upgrade, Move
15. Tickets in multiple Categories? (working) Separately: Multiple Queues -- still a difficult issue -- even if overlaps w/ 7 above: RT #14356
16. Cleaner Default Views for beginners/all, including Category as a column? See 7.
17. RT blocks auto-creation of acnt for a person when he replied to RT #41914 sending him a nastygram
18. RT fails to emails owners of tickets in the Contributors queue.
19. Emailers to the giving queue cannot use another email address to correspond.
    • Solution: Allow "everyone" to correspond in the queue, including unprivileged users.

Management priorities (from Kim):

1. RT #19032 Weekly ticket statistics

Done

1. RT #14350 From: help@laptop.org: Fixed
2. Emails to giving@ are rejected with "permission denied: Fixed - Allow "everyone" to Reply to tickets.