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DICE RT Team

Remit

Responsible for the management and operation of the frontline support request tracking service, liaison with the Frontline Support Team for effective use of RT and possibly the provision of work/bug tracking facilities for all COs/CSOs.

The Team

John Berry
Alison Downie

(CSOs have honorary membership)

Meetings

Agenda of Next Meeting: not yet scheduled
Previous Meetings/Minutes

Documentation

These documents are about our current version of RT, RT3:

RT is at https://rt3.inf.ed.ac.uk
Searching for dead tickets
RT Best Practice [pdf] [html]
Installing rt3
Tips for RT
RT Modifications
How RT sends a ticket to bugzilla

These documents are about RT2, the old version formerly in use, but parts of them may still be of some use for RT3:

Notes on making a new RT queue.
RT (Support's message tracker) disaster recovery
Using RT/inf.ed.ac.uk

The RT team is also responsible for Bugzilla. Here are some notes on our Bugzilla installation.

: Groups : User_support

Please contact us with any comments or corrections.
Unless explicitly stated otherwise, all material is copyright The University of Edinburgh