RT 2 How To

see also: RtFAQ

Note: this is the old version of RT How-to, related to the previous running versionof request tracker. For more information on the current indymedia's RT, see the SoS page

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Help desk work

• RTHowToResolveTickets

Keywords

• [ BrandF 06 Jan 2003 ] how do we add keywords to the system, and to individual tickets?

Queues

[deanna]

I suppose requests for new RT queues will go through listwork first (for the sarai alias) and then through imc-tech-coord for the judi aliases and actual queue creation. Here are the steps involved with the dns rt as an example.

on sarai, create two aliases that look like this:

dns-rt: "|/usr/adm/sm.bin/procmail -m \
RECIPIENTS='dns-rt@judi.indymedia.org' /etc/procmailrc-rtqueue"

dns-rt-comment: "|/usr/adm/sm.bin/procmail -m \
RECIPIENTS='dns-rt-comment@judi.indymedia.org' \
/etc/procmailrc-rtqueue"

All on one line, of course..

Then on judi, make the following aliases:

dns-rt: "|/usr/local/rt2/bin/rt-mailgate --queue dns --action \
correspond"

dns-rt-comment: "|/usr/local/rt2/bin/rt-mailgate --queue dns \
--action comment"

Again, all on one line without the backslashes.

Then log in to RT at http://rt.indymedia.org as root.  Go to
Configuration/Queues/Create a New Queue.

For 'Correspondence Address' put something like
dns-rt@indymedia.org (use just the @indymedia.org address here)
and for 'Comment Address' something like
'dns-rt-comment@indymedia.org'.

Now you'll have to add your users, through
Configuration/Users/Create a New User.

The last important step is to add Watchers through
Configuration/Queues/Your Queue/Watchers.

Find your users in the list and add them to AdminCc.

The RT root password is stored on judi in ~root.  If for some
reason you can't find it there, you can reset it with the
rtadmin command :

/usr/local/rt2/bin/rtadmin --user root --password newpassword

Hope this is enough to get us going.

deanna

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-- RabbleRouser - 12 Aug 2002

-- BertAgaz - 10 Jun 2005 - Updated infos and links on the new RT page
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