SOS working group

About

The SOS working group maintains and administrates Indymedias installation of a ticket based issue/incident/response tracking software. While formerly a software called Request Tracker was used for this, we have now moved on to OTRS, which is easier to configure, manage, administrate and extend (and there are Debian packages, too).

The working group was formed during the NewTechOrientation2005 meeting, back then it was called Request Tracker Working Group. For more information on Request Tracker, please have a look at the - currently outdated and unmaintained RtFAQ - as well as the Best Practical web site.

Who/what is able to have a queue on SOS and how?

• SOS is mostly intended to be used to track indymedia's servers, indymedia's specific codebase and to be used by indymedia's tech working groups. If you belong to one of this category, you can then request a queue sending an email to mailto:sos@sos.indymedia.org the sos queue

• Currently, there are 4 queues that have been setup:
  • mailto:docs@sos.indymedia.org Docs: docs.indymedia.org tech working group related queue, where new wiki accounts creation advisory are sent
  • mailto:listwork@sos.indymedia.org Listwork: Listwork working group queue, mostly used by the http://newlist.indymedia.org form
  • mailto:dns@sos.indymedia.org DNS: DNS working group queue, where dns requests should end up.
  • mailto:sos@sos.indymedia.org SoS: SoS working group queue, for new queue/admin account or bug reports/features requests

Documentation

Current documentation

• SoS FAQ for users
• Queue Adminstration FAQ
• Auto Response Template examples
• SoS system administration FAQ (for members of the SoS working group)
• SoS system administration documentation (for admins, like those having shell access)
• Documentation about our OTRS installation

Other more or less related documents

• How to ask questions the smart way?
• CaCertSsl - SSL certificates will be needed for the web interface

Old documentation (on Request Tracker)

• RTInstallHowTo - Installation how to
• RTAdminHowTo - Administration how to
• RTTechLog - Administration backlog
• RtFAQ - Frequently asked questions (from an even older setup)
• RTTwoHowTo - User how to (from an even older setup)
• RTHowToResolveTickets - Manager how to (from an even older setup)

More information on the former Request Tracker installation is available in former revisions of this topic.

Discussion & Contact

• Mailling list: mailto:sos_AT_lists.indymedia.org sos_AT_lists.indymedia.org (publically archived)
• Requests: mailto:sos_AT_sos.indymedia.org sos_AT_sos.indymedia.org (SoS queue)
• Support chat: #sos on irc.indymedia.org