OLPC:Volunteer Infrastructure Group/RT: Difference between revisions

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


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==Documentation Project==
==Documentation Project==
* Current Status
* Current [http://rt.laptop.org/Admin/Tools/Configuration.html Status]
** Web: [http://linux-vserver.org/ vserver] instance on solar
** Web: [http://linux-vserver.org/ vserver] instance on solar
*** installed in /usr/local/encap/rt-3.6.5/, configs in /etc/rt3
*** installed in /usr/local/encap/rt-3.6.5/, configs in /etc/rt3
** Database: Postgresql
** Database: Postgresql
*** ''rt3'' on localhost
*** ''rt3'' on localhost
*** Current Queues FIXME
* Medium Term Goals
* Medium Term Goals
** RT 3.8.x
** Backups
** RT 3.9.x
** RT on it's own box, or a bigger host
* Long Term Goals
* Long Term Goals
** RT services available to Repair Centers and Deployments
** {{Trac|1|a laptop in the hands of every child}}
** ...
** ...


==Hot Issues==
==Hot Issues==
* Upgrade our install to RT 3.9.x to fix bugs, improve performance, and unlock features
{{:User:Adricnet/MetaRTTickets}}

* 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 ===
[[User:holt|holt]]'s and the [[Support_gang|SG]]'s top wishes adapted from {{RT|14244}} :
# <i>{{RT|14349|RT should show requestor's stalled & resolved tkts}}</i>
# <i>{{RT|14352|CC and BCC to username}}: mail out</i>
# {{RT|14353|CC and BCC off RT should work}}: mail out
# <strike>{{RT|14354|Intermittant slowdowns}}</strike>: Performance -> '''Upgrade''', '''Move'''
# {{RT|14355|Timed reminders}}:
# <i>{{RT|14356|Metadata (incl Categories!) and workflow problems (cleaner Default Views?)}}: some Upgrade, some Configuration</i>
# Linking tweaks: mail notify (and extra verification or undo): '''Configuration''', mail out
# Scrubbing data from inside tickets and attachments: '''Upgrade'''
# RT should notify ticket owner when someone makes a comment: '''Configuration''', mail out
# Support product Tracking Database?: additional product,'''Upgrade'''
# eg {{RT|13768|}} ticket fails to fully display BUG: poss Upgrade
# blocked and missing incoming emails: mail in
# {{RT|15643|Why did RT erroneously email the Requestor rather than the Owner}}: mail out, configuration?
# <i>{{RT|16859|3.8 upgrade}}: '''Upgrade''', '''Move'''</i>
# <strike>Tickets in multiple Categories? (working)</strike> Separately: Multiple Queues -- still a difficult issue -- even if overlaps w/ 7 above: {{RT|14356}}
# Cleaner Default Views for beginners/all, including Category as a column? See 7.
# RT blocks auto-creation of acnt for a person when he replied to {{RT|41914}} sending him a nastygram
# RT fails to emails owners of tickets in the Contributors queue.
# 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):

# {{RT|19032|Weekly ticket statistics}}
=== Done ===
# <strike>{{RT|14350|From: help@laptop.org}}</strike>: '''Fixed'''
# <strike>Emails to giving@ are rejected with "permission denied</strike>: '''Fixed''' - Allow "everyone" to Reply to tickets.

Latest revision as of 02:10, 20 October 2010

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

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.
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