Toolserver:Admin:RT

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Request Tracker (RT) is an email ticket system. Since 2011-04-13, we use this for ts-admins mail instead of OTRS, which sucked. RT is located off-site at <https://rt.tcx.org.uk/>.

At the moment RT is only used for mail to ts-admins, which is low-volume. In the future we might replace some things currently in JIRA (like accounts-related problems) with RT.

Incoming mail

When a user sends mail, RT will create a ticket, send the user an auto-reply with the ticket number, and notify admins of the ticket and its content. To reply to the ticket, just send a reply from your email client, and it will go to the user (cc'd to admins) via RT. Once the ticket is done, you should log into the web interface to close it. (In future it will be possible to do this via email as well.) There's no need to do this right away, tickets can be closed in batches.

To see a list of all outstanding tickets, log into the web interface.

Outgoing mail

To contact a user about something (rather than them contacting us):

• Log into RT and select "New ticket in: ts-admins" from the top-right of the page
• Replace "Requestors" with the user's email address (xyz@toolserver.org)
• Set ticket owner to you, and leave cc and admin cc blank (unless you want to cc someone, in which case use cc, not admin cc)
• Fill in the subject and the body as normal

A mail will be sent to the user with the subject and body you enter, and nothing else (except the ticket number). After that, replies from the user will be handled in the same way as other tickets.

PGP

RT has full support for PGP. All mail sent from RT will be signed. If someone (a user or an admin) sends an encrypted mail, all notifications about that mail will be encrypted. This means:

• If you receive an encrypted notification from RT, this means the user's original mail was encrypted. You should encrypt your reply using RT's key id; RT will decrypt your mail and re-encrypt it to send the reply to the user. (In this case, it knows how to fetch PGP keys automatically.)
• If you receive an unencrypted (but signed) notification from RT, do not encrypt your reply. If you do, RT will try to encrypt the mail it sends to the user, but it will fail, since it doesn't have the user's public key. It then sends an ugly and confusing error to the user. So, don't do that.

In general, most MUAs should behave the right way by default (encrypted replies only to encrypted mail).

You can (and should) sign all mail you send to RT, but although the signature status will be shown in the web interface, RT will replace your signature with its own when it sends out notifications.

Category:Admin