What is RT for?

&RT& is an automated system for monitoring, answering, and documenting requests. It was designed as a system to aid helpdesks, but could conceivably work just as well for development teams, construction groups, political insurgencies, or circus performers -- in short, any situation in which a particular group of people needs to request information or action from another group of people, while monitoring the status of these requests.

Why did Jesse write it?

Jesse began &RT& at the urgings of a coworker while working for the summer for Utopia, Inc, and continued work while attending Wesleyan University and working for Cohesive Network Systems' New England Division (at the time, the LeftBank Operation). All three groups have benefitted from it, and hoped to share these benefits with the user community at large by keeping Jesse fed and amused while working. THE VOCABULARY

What is a Transaction?

A Transaction is the most fundamental unit of matter under &RT&. It may consist of a single emailed communication or a single submission from the web interface or CLUI. It is from one person, and may begin, continue, or mark the end of a Request.

What is a Request?

A Request is a collection of Transactions addressing a single topic through its lifetime.

As a user, what are my personal configuration options?

- contact info, mostly

As a queue administrator, what are they?

Notification options:

User access levels Priority Levels Mail alias Area controls -------

These docs aren't done yet, clearly.

These are notes. Move along, citizens.
THE MOVING PARTS

CLUI

RTQ:
Welcome to Request Tracker 0.9.6

       usage: rtq  
       Where  are almost any combination of:
           -r                list requests in reverse order
           -t                list most recently modified requests first
    
           -prio   list requests which have a  satisfying 
                             op may be one of = < > <= >= <>
           -owner      prints all requests owned by 
           -unowned          prints only the un-taken requests
           -user       prints all requests made by 
           -open             prints only the open requests
           -resolved         prints resolved requests
           -stalled          prints stalled requests
           -dead             prints killed requests
           -orderby    Sorts requests by   (one of serial_num, 
                             queue_id, requestors, owner, subject, priority, 
                             status, date_created, date_due
           -format  allows you to specify the output of rtq.
                              is a string of the form %xn%xn%xn.  
                             x is any of the commands associated below.  
                             n is an integer which corresponds to the 
                             number of spaces you'd like the output of x 
                             to take up.  's default value is 
                             "%n%p%o%g%l%t%r%s". Valid values of x are:
                             n[6]      serial number
                             p[2]      priority
                             r[9]      requestors
                             o[8]      owner
                             s[30]     subject
                             t[5]      status
                             a[7]      area
                             q[8]      queue
                             g[5]      age
                             l[6]      time since last correspondence
                             wt        tab
                             ws        space
                             wn        newline
                     Without options, rtq prints all open requests.

RT-ADMIN:

Welcome to Request Tracker 0.9.6

user
      -create  create a RT account for 
      -modify  modify user info for 
      -delete  delete 's RT account
acl   set user 's privileges for queue 
                   if  is ommitted, list user 's ACLs

queue -create               create a new queue called 
      -modify               modify 's settings
      -delete               completely wipe out 
      -area add       adds  to 
      -area delete    remove  from 

RT:
Welcome to Request Tracker 0.9.6

    
    RT CLI Flags and their arguments
    -----------------------------------------------
    -create               Interactively create a new request
    -resolve         Change 's status to resolved
    -open            Change 's status to open
    -stall           Change 's status to stalled
    -show            Display current status of 
    -take            Become owner of  (if unowned)
    -steal           Become owner of  (if owned by another)
    -untake          Make  ownerless (if owned by you) 
    -give      Make  owner of 
    -user      Change the requestor ID of  to 
    -show            Display transaction history and status of 
    -due      Change 's due date to  (MM/DD/YY)
    -comment         Add comments about  from STDIN
    -respond         Respond to 
    -subject    Change 's subject to 
    -queue    Change 's queue to 
    -area      Change 's area to 
    -prio       Change 's priority to 
    -finalprio  Change 's final priority to 
    -notify          Note that 's requestor was notified
    -merge    Merge  into 
    -kill            Permanently remove  from the database


THE WEB INTERFACE:

User:  Login , View Queue (and view options therein, and Refresh), Create Requests, View History, Logout

Manipulator:  Comment, Reply, Take, Resolve


VIA EMAIL:

create a request

Reply to a Request (goes to initiator, depending on queue settings)

Comment on Request's (doesn't go to users)

Action: (lib/rt/ui/mail) 

(mail to any rt alias with %rt help)