Toolserver:Admin:RT

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 .

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 numbers, 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.