OLPC:Volunteer Infrastructure Group/RT

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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


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