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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*** Current Queues FIXME |
*** Current Queues FIXME |
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* Medium Term Goals |
* Medium Term Goals |
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** |
** Backups |
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** RT 3.9.x |
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** RT on it's own box, or a bigger host |
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** smooth successful G1G1 2008-2009 |
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* Long Term Goals |
* Long Term Goals |
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** RT services available to Repair Centers and Deployments |
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** {{Trac|1|a laptop in the hands of every child}} |
** {{Trac|1|a laptop in the hands of every child}} |
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** ... |
** ... |
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==Hot Issues== |
==Hot Issues== |
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* Upgrade our install to RT 3. |
* Upgrade our install to RT 3.9.x to fix bugs, improve performance, and unlock features |
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* Configure around or get help with outstanding feature requests and bugs |
* Configure around or get help with outstanding feature requests and bugs |
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==MetaRT Tickets== |
==MetaRT Tickets== |
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=== To do === |
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{{:User:Adricnet/MetaRTTickets}} |
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[[User:holt|holt]]'s and the [[Support_gang|SG]]'s top wishes adapted from {{RT|14244}} : |
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# <i>{{RT|14349|RT should show requestor's stalled & resolved tkts}}</i> |
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# <i>{{RT|14352|CC and BCC to username}}: mail out</i> |
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# {{RT|14353|CC and BCC off RT should work}}: mail out |
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# <strike>{{RT|14354|Intermittant slowdowns}}</strike>: Performance -> '''Upgrade''', '''Move''' |
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# {{RT|14355|Timed reminders}}: |
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# <i>{{RT|14356|Metadata (incl Categories!) and workflow problems (cleaner Default Views?)}}: some Upgrade, some Configuration</i> |
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# Linking tweaks: mail notify (and extra verification or undo): '''Configuration''', mail out |
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# Scrubbing data from inside tickets and attachments: '''Upgrade''' |
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# RT should notify ticket owner when someone makes a comment: '''Configuration''', mail out |
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# Support product Tracking Database?: additional product,'''Upgrade''' |
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# eg {{RT|13768|}} ticket fails to fully display BUG: poss Upgrade |
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# blocked and missing incoming emails: mail in |
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# {{RT|15643|Why did RT erroneously email the Requestor rather than the Owner}}: mail out, configuration? |
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# <i>{{RT|16859|3.8 upgrade}}: '''Upgrade''', '''Move'''</i> |
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# <strike>Tickets in multiple Categories? (working)</strike> Separately: Multiple Queues -- still a difficult issue -- even if overlaps w/ 7 above: {{RT|14356}} |
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# Cleaner Default Views for beginners/all, including Category as a column? See 7. |
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# RT blocks auto-creation of acnt for a person when he replied to {{RT|41914}} sending him a nastygram |
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# RT fails to emails owners of tickets in the Contributors queue. |
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# Emailers to the giving queue cannot use another email address to correspond. |
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#* Solution: Allow "everyone" to correspond in the queue, including unprivileged users. |
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Management priorities (from Kim): |
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# {{RT|19032|Weekly ticket statistics}} |
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=== Done === |
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# <strike>{{RT|14350|From: help@laptop.org}}</strike>: '''Fixed''' |
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# <strike>Emails to giving@ are rejected with "permission denied</strike>: '''Fixed''' - Allow "everyone" to Reply to tickets. |
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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
- Web: vserver instance on solar
- 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 :
- RT #14349 RT should show requestor's stalled & resolved tkts
- RT #14352 CC and BCC to username: mail out
- RT #14353 CC and BCC off RT should work: mail out
RT #14354 Intermittant slowdowns: Performance -> Upgrade, Move- RT #14355 Timed reminders:
- RT #14356 Metadata (incl Categories!) and workflow problems (cleaner Default Views?): some Upgrade, some Configuration
- 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?
- RT #16859 3.8 upgrade: Upgrade, Move
Tickets in multiple Categories? (working)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
RT #14350 From: help@laptop.org: FixedEmails to giving@ are rejected with "permission denied: Fixed - Allow "everyone" to Reply to tickets.