To configure RT for use as a feedback catcher for INSPIRE I have the following setup on the queue "Feedback" (tied to feedback@inspire-hepNOSPAMPLEASE.net and feedback@inspirebetaNOSPAMPLEASE.net)

Getting to RT

• Go to https://inspirert.cern.ch"
• login using your RT name and PW
  • Can change PW in "Preferences", can change username by telling Travis
• To see Feedback tickets, click on feedback on the right hand side (note you can see New/Open/etc)

Feedback Queue Info

• Feedback Triage team should work from Search "Feedback Triage" which is a saved search and can be put on the front page of RT
• For each feedback set the Triage level (miscellaneous/future/ToDo/Urgent/Already working), and possibly make a comment and or reply
• travis should work from "Feedback to Savannah"
• Travis will then come by and enter into Savannah and set priority, and link back to the ticket in cases of ToDO/Urgent (possibly in the dupes cases)
• Other saved searches may be useful as well.

Saved Searches

• Click on "Edit" under the blue bar under "RT at a glance"
• Select saved searches (see above for suggestions on what might be useful) that you'd like on front page and click arrow to move them over to the box on the right.
• You can remove unneeded saved searches from the RHS box to make room, or reorder them.
• You only need do this once and it will remember
• You can make your own search with a bad GUI search builder under "Tickets"

Other RT Tips

• Note the little ^ and similar symbols by many things in RT. You can toggle these to display or hide big chunks of info, and it will remember what you like to see and hide. (useful when looking at Tickets)
• Comment/Reply
  • Comment means your notes go to Ticket owner (usually you) and other internal people, but not the requestor
  • Reply means that your notes go to everyone
  • In both cases they are saved
  • Clicking on Comment/Reply within the history will quote the part of the ticket you are clicking on * Note you can thus quote a comment (internal) in a reply (external) so beware!
  • Clicking Comment/Reply up above quotes nothing (preferred for keeping the history clean)
• The intended recipients are shown at the bottom of the Update screen, just to check before sending...

-- TravisBrooks - 21-Mar-2010