RT
This page contains historical information. It may be outdated or unreliable.
Since December 18, 2014 all RT processes are handled in Wikimedia Phabricator except for the procurement@ queue still being handled in RT.
Since December 18, 2014 all RT processes are handled in Wikimedia Phabricator except for the procurement@ queue still being handled in RT.
The Wikimedia Operations team is still using Request Tracker for managing procurement@ queue. RT is a ticket-tracking system written in Perl used to coordinate tasks with a mail based interface to handle support requests. It comes with a web frontend at https://rt.wikimedia.org/.
The process definition and documentation is at RT Flow.
Installation
RT is installed on magnesium, and is setup using Puppet include role::request-tracker-apache::production, exim::rt. It uses the standard Ubuntu packages request-tracker4 ,rt4-db-mysql and rt4-apache2. The database lives on the misc DBs cluster, db1001.
Configuration
Site specific configuration is done in /etc/request-tracker4/RT_SiteConfig.d/80-wikimedia, which is generated by puppet in misc::rt-apache::server and has source => 'puppet:///files/rt/80-wikimedia. It notifies Exec['update-rt-siteconfig'];
The gerrit repository you need to clone for this is operations/puppet. The files you want to look at are ./manifests/role/request-tracker.pp and ./manifests/misc/rt-server-apache.pp. See class role::request-tracker-apache::production for production.
Web server setup
The web server used is Apache. The configuration lives in /etc/apache2/sites-enabled/rt.wikimedia.org. It is puppetized and can be found in operations/puppet in ./templates/rt/rt4.apache.erb.
Mail server setup
To perform its duty of e-mail ticket tracking, RT of course needs to receive mails from the mail servers. The RT server is running a specially configured Exim MTA. Most of the Exim configuration follows the configuration of the other Mail servers, and only the RT specifics will be described here. The MTA is configured by Puppet, using the exim::rt class.
Exim is configured by Puppet to listen on the SMTP port using:
$exim_queuerunner = 'combined'
In /etc/exim4/exim4.conf, the following nonstandard configuration is used for RT:
Mail for the RT domain @rt.wikimedia.org is delivered by the mail relay to the RT server. This configuration is decribed in Mail.
RT mail is only received on the domain @rt.wikimedia.org:
domainlist rt_domains = rt.wikimedia.org hostlist rt_mail_from_hosts = mchenry.wikimedia.org
RT mails on this domain are then picked up by a pair of routers:
# Mail destined for RT
# This router checks whether the local part consists of solely digits,
# and assumes this is the ticket number of an existing ticket if this is
# the case. It rewrites the address to the general queue, and puts the
# ticket nr in $address_data, where the rt_pipe transport can access it.
rt_ticket:
driver = redirect
domains = +rt_domains
local_part_suffix = -comment
local_part_suffix_optional
condition = ${if match{$local_part}{\N^\d+$\N}{yes}{no}}
address_data = EXTENSION=$local_part
data = general$local_part_suffix@$domain
redirect_router = rt
no_verify
rt:
driver = accept
domains = +rt_domains
local_part_suffix = -comment
local_part_suffix_optional
transport = rt_pipe
The first router accepts mail for ticketnr@rt.wikimedia.org, and hands the appropriate information to the RT transport. Other mails that do not follow this format are sent on to the next router, which simply delivers the full message to the RT transport.
# RT transport
rt_pipe:
driver = pipe
command = /usr/bin/rt-mailgate --queue $local_part \
--action "${if eq{$local_part_suffix}{-comment}{comment}{correspond}}" \
--extension ticket --url http://rt.wikimedia.org
environment = $address_data
user = mail
group = mail
return_fail_output
The RT transport delivers a message to the /usr/bin/rt-mailgate program, using the e-mail address local part as the queue name. If the local part consists of a ticketnr, this is handled properly as well, because of the --extension ticket parameter, which uses the EXTENSION environment variable which was previously set by the rt_ticket router.
If the RT transport pipe returns an error code, the message is bounced with an error message.
Usage
Merging
Duplicate tickets should not be deleted but merged instead.
How to Merge Request Tracker (RT) Tickets
Priorities
Example priority scale
- Priorities 11-20 : A minor inconvenience. There is a good workaround
- Priorities 21-30 : An inconvenience. There is a workaround
- Priorities 31-40 : A major inconvenience. There is a troubling workaround
- Priorities 41-50 : A real problem. Someone can not do part of his work until this is resolved.
- Priorities 51-60 : A disaster. Someone can not work at all until this is resolved.
from [1]
Toolbar
There is a toolbar for formatting, but you need to expand it, and it is easily overlooked. Click Expand below for screenshots.
Adding a user
Make sure they have the right approvals (what are those?) and have signed the right NDAs (which ones?)
Then log into rt via the usual web interface as root, see password in /srv/passwords/rt.
You'll want the user's full first and last name, and the typical account name is first initial last name though it's not absolutely required to be in that form.
After the user is created you will need to add it to at least one group.
Detailed How To Add a User
- Do not start out with creating a new user right away, first _search_ for existing auto-created users (by email address or a part of it).
- Once you find that user change the user name from email format ex. "usern@wikimedia.org" to just user name, ex. "usern" (Anyone who has ever mailed RT in the past should have such an auto-created user already, so you almost never have to actually create one from scratch, the goal is to give the existing user more privileges and rename it, because that's how we distinguish them from restricted users.)
- Check the box "this user has privileges" or very similar to make it a privileged user (means access to more queues and more rights than the auto-created user who just has his own tickets in queue ops-requests and nothing else).
- Go to group membership and add to "engineering" (means also access to core-ops.
- Set a new password for the user (enter twice) and enter the RT root pass, hit save.
- Mail the user in private with the initial password or put it into a home directory of theirs if they are already shell user.
- Update the RT access request ticket with all the info minus the actual password
Which queues do we have and what are they used for?
| RT queues | ||
|---|---|---|
| name | description | email addresses (request/comment) |
| access-requests | All requests that are access requests.
(To request access to RT, send email to ops-requests@rt.wikimedia.org instead) |
access-requests@rt.wikimedia.org/access-requests@rt.wikimedia.org |
| procurement | Procurement of data center equipment | procurement@rt.wikimedia.org/procurement-comment@rt.wikimedia.org |
How do permissions work ?
We use group-based and role-based authentication. Mostly group-based with the exception of access-requests which uses roles.
Which groups do we have?
There are system groups and custom groups.
system groups
- Unprivileged
- Privileged
- Everyone
custom groups
- Accounting - Accounting users
- Ashburn DC Engineers
- Engineering - Wikimedia Engineering team
- Legal - legal team - domains
- Managers - managers with access to all queues except procurement
- Office Engineers - Contractors or employees doing Linux server stuff and infrastructure for OIT
- Operations - Wikimedia Operations team
- Purchasing - Non-accounting folks who need to approve or deny invoiceing
- San Francisco DC Engineers
- Tampa DC Engineers
- Toolserver
- Volunteers - Trusted Volunteers who have signed an NDA
Which permissions are there?
- AdminQueue
- AssignCustomFields
- CommentOnTicket
- CreateTicket
- DeleteTicket
- ForwardMessage
- ModifyACL
- ModifyCustomField
- ModifyQueueWatchers
- ModifyScrips
- ModifyTemplate
- ModifyTicket
- OwnTicket
- ReplyToTicket
- SeeCustomField
- SeeQueue
- ShowACL
- ShowOutgoingEmail
- ShowScrips
- ShowTemplate
- ShowTicket
- ShowTicketComments
- StealTicket
- TakeTicket
- Watch
- WatchAsAdminCc
Permissions per group per queue
how to update the raw result text below:
- connect to db1001, and mysql to database rt, and execute:
root@db1001: mysql rt
SELECT Queues.Name AS queue_name,Groups.Name AS group_name,ACL.RightName AS right_name FROM ACL LEFT JOIN Groups ON ACL.PrincipalId = Groups.id JOIN Queues ON ACL.ObjectId = Queues.id WHERE Groups.Name IS NOT NULL ORDER BY queue_name,group_name,right_name INTO OUTFILE '/tmp/RT-permissions';
This is the raw result output from the example query above, feel free to run the query and paste to update. You can help by converting output to wiki tables further below or convert from XML using mysql -X or some other method. (HTML2Wiki using Parsoid might be useful as well.) Hit "Expand" to see full output.
queue group right access-requests Managers AssignCustomFields access-requests Managers CommentOnTicket access-requests Managers CreateTicket access-requests Managers ForwardMessage access-requests Managers ModifyCustomField access-requests Managers ModifyQueueWatchers access-requests Managers ModifyTicket access-requests Managers OwnTicket access-requests Managers ReplyToTicket access-requests Managers SeeCustomField access-requests Managers SeeQueue access-requests Managers ShowACL access-requests Managers ShowOutgoingEmail access-requests Managers ShowScrips access-requests Managers ShowTemplate access-requests Managers ShowTicket access-requests Managers ShowTicketComments access-requests Managers StealTicket access-requests Managers TakeTicket access-requests Managers Watch access-requests Managers WatchAsAdminCc access-requests Operations AssignCustomFields access-requests Operations CommentOnTicket access-requests Operations CreateTicket access-requests Operations ForwardMessage access-requests Operations ModifyTicket access-requests Operations OwnTicket access-requests Operations ReplyToTicket access-requests Operations SeeCustomField access-requests Operations SeeQueue access-requests Operations ShowACL access-requests Operations ShowOutgoingEmail access-requests Operations ShowScrips access-requests Operations ShowTemplate access-requests Operations ShowTicket access-requests Operations ShowTicketComments access-requests Operations StealTicket access-requests Operations TakeTicket access-requests Operations Watch access-requests Operations WatchAsAdminCc accounts-payable Accounting AdminQueue accounts-payable Accounting AssignCustomFields accounts-payable Accounting CommentOnTicket accounts-payable Accounting CreateTicket accounts-payable Accounting ForwardMessage accounts-payable Accounting ModifyTicket accounts-payable Accounting OwnTicket accounts-payable Accounting ReplyToTicket accounts-payable Accounting SeeCustomField accounts-payable Accounting SeeQueue accounts-payable Accounting ShowOutgoingEmail accounts-payable Accounting ShowTicket accounts-payable Accounting ShowTicketComments accounts-payable Accounting StealTicket accounts-payable Accounting TakeTicket accounts-payable Accounting Watch accounts-payable Accounting WatchAsAdminCc accounts-payable Purchasing AdminQueue accounts-payable Purchasing AssignCustomFields accounts-payable Purchasing CommentOnTicket accounts-payable Purchasing CreateTicket accounts-payable Purchasing ForwardMessage accounts-payable Purchasing ModifyTicket accounts-payable Purchasing OwnTicket accounts-payable Purchasing ReplyToTicket accounts-payable Purchasing SeeCustomField accounts-payable Purchasing SeeQueue accounts-payable Purchasing ShowOutgoingEmail accounts-payable Purchasing ShowTicket accounts-payable Purchasing ShowTicketComments accounts-payable Purchasing StealTicket accounts-payable Purchasing TakeTicket accounts-payable Purchasing Watch accounts-payable Purchasing WatchAsAdminCc core-ops ReplyToTicket core-ops Engineering AssignCustomFields core-ops Engineering CommentOnTicket core-ops Engineering CreateTicket core-ops Engineering ForwardMessage core-ops Engineering ModifyCustomField core-ops Engineering ModifyTicket core-ops Engineering OwnTicket core-ops Engineering ReplyToTicket core-ops Engineering SeeCustomField core-ops Engineering SeeQueue core-ops Engineering ShowACL core-ops Engineering ShowOutgoingEmail core-ops Engineering ShowScrips core-ops Engineering ShowTemplate core-ops Engineering ShowTicket core-ops Engineering ShowTicketComments core-ops Engineering StealTicket core-ops Engineering TakeTicket core-ops Engineering Watch core-ops Engineering WatchAsAdminCc core-ops Operations AdminQueue core-ops Operations AssignCustomFields core-ops Operations CommentOnTicket core-ops Operations CreateTicket core-ops Operations ForwardMessage core-ops Operations ModifyACL core-ops Operations ModifyCustomField core-ops Operations ModifyQueueWatchers core-ops Operations ModifyScrips core-ops Operations ModifyTemplate core-ops Operations ModifyTicket core-ops Operations OwnTicket core-ops Operations ReplyToTicket core-ops Operations SeeCustomField core-ops Operations SeeQueue core-ops Operations ShowACL core-ops Operations ShowOutgoingEmail core-ops Operations ShowScrips core-ops Operations ShowTemplate core-ops Operations ShowTicket core-ops Operations ShowTicketComments core-ops Operations StealTicket core-ops Operations TakeTicket core-ops Operations Watch core-ops Operations WatchAsAdminCc core-ops Volunteers CommentOnTicket core-ops Volunteers CreateTicket core-ops Volunteers ForwardMessage core-ops Volunteers OwnTicket core-ops Volunteers ReplyToTicket core-ops Volunteers SeeCustomField core-ops Volunteers SeeQueue core-ops Volunteers ShowOutgoingEmail core-ops Volunteers ShowTemplate core-ops Volunteers ShowTicket core-ops Volunteers ShowTicketComments core-ops Volunteers TakeTicket core-ops Volunteers Watch domains Engineering AssignCustomFields domains Engineering CommentOnTicket domains Engineering CreateTicket domains Engineering ForwardMessage domains Engineering ModifyCustomField domains Engineering ModifyTicket domains Engineering OwnTicket domains Engineering ReplyToTicket domains Engineering SeeCustomField domains Engineering SeeQueue domains Engineering ShowACL domains Engineering ShowOutgoingEmail domains Engineering ShowScrips domains Engineering ShowTemplate domains Engineering ShowTicket domains Engineering ShowTicketComments domains Engineering StealTicket domains Engineering TakeTicket domains Engineering Watch domains Engineering WatchAsAdminCc domains Legal AssignCustomFields domains Legal CommentOnTicket domains Legal CreateTicket domains Legal DeleteTicket domains Legal ForwardMessage domains Legal ModifyTicket domains Legal OwnTicket domains Legal ReplyToTicket domains Legal SeeCustomField domains Legal SeeQueue domains Legal ShowOutgoingEmail domains Legal ShowTicket domains Legal ShowTicketComments domains Legal StealTicket domains Legal TakeTicket domains Legal Watch domains Legal WatchAsAdminCc domains Volunteers SeeCustomField domains Volunteers SeeQueue domains Volunteers ShowACL domains Volunteers ShowOutgoingEmail domains Volunteers ShowScrips domains Volunteers ShowTemplate domains Volunteers ShowTicket domains Volunteers ShowTicketComments domains Volunteers Watch eqiad Ashburn DC Engineers AssignCustomFields eqiad Ashburn DC Engineers CommentOnTicket eqiad Ashburn DC Engineers CreateTicket eqiad Ashburn DC Engineers ForwardMessage eqiad Ashburn DC Engineers ModifyCustomField eqiad Ashburn DC Engineers ModifyQueueWatchers eqiad Ashburn DC Engineers ModifyTicket eqiad Ashburn DC Engineers OwnTicket eqiad Ashburn DC Engineers ReplyToTicket eqiad Ashburn DC Engineers SeeCustomField eqiad Ashburn DC Engineers SeeQueue eqiad Ashburn DC Engineers ShowACL eqiad Ashburn DC Engineers ShowOutgoingEmail eqiad Ashburn DC Engineers ShowTemplate eqiad Ashburn DC Engineers ShowTicket eqiad Ashburn DC Engineers ShowTicketComments eqiad Ashburn DC Engineers StealTicket eqiad Ashburn DC Engineers TakeTicket eqiad Ashburn DC Engineers Watch eqiad Ashburn DC Engineers WatchAsAdminCc eqiad Engineering CreateTicket eqiad Engineering ForwardMessage eqiad Engineering ModifyCustomField eqiad Engineering ModifyTicket eqiad Engineering OwnTicket eqiad Engineering ReplyToTicket eqiad Engineering SeeCustomField eqiad Engineering SeeQueue eqiad Engineering ShowOutgoingEmail eqiad Engineering ShowTicket eqiad Engineering ShowTicketComments eqiad Engineering StealTicket eqiad Engineering TakeTicket eqiad Engineering Watch eqiad Engineering WatchAsAdminCc eqiad Volunteers SeeCustomField eqiad Volunteers SeeQueue eqiad Volunteers ShowACL eqiad Volunteers ShowOutgoingEmail eqiad Volunteers ShowScrips eqiad Volunteers ShowTemplate eqiad Volunteers ShowTicket eqiad Volunteers ShowTicketComments eqiad Volunteers Watch esams Engineering AdminQueue esams Engineering AssignCustomFields esams Engineering CommentOnTicket esams Engineering CreateTicket esams Engineering ForwardMessage esams Engineering ModifyCustomField esams Engineering ModifyQueueWatchers esams Engineering ModifyTicket esams Engineering OwnTicket esams Engineering ReplyToTicket esams Engineering SeeCustomField esams Engineering SeeQueue esams Engineering ShowTicket esams Engineering ShowTicketComments esams Engineering StealTicket esams Engineering TakeTicket esams Engineering Watch esams Engineering WatchAsAdminCc esams Operations AdminQueue esams Operations AssignCustomFields esams Operations CommentOnTicket esams Operations CreateTicket esams Operations DeleteTicket esams Operations ForwardMessage esams Operations ModifyACL esams Operations ModifyCustomField esams Operations ModifyQueueWatchers esams Operations ModifyScrips esams Operations ModifyTemplate esams Operations ModifyTicket esams Operations OwnTicket esams Operations ReplyToTicket esams Operations SeeCustomField esams Operations SeeQueue esams Operations ShowACL esams Operations ShowOutgoingEmail esams Operations ShowScrips esams Operations ShowTemplate esams Operations ShowTicket esams Operations ShowTicketComments esams Operations StealTicket esams Operations TakeTicket esams Operations Watch esams Operations WatchAsAdminCc esams Toolserver AssignCustomFields esams Toolserver CommentOnTicket esams Toolserver CreateTicket esams Toolserver ForwardMessage esams Toolserver ModifyCustomField esams Toolserver ModifyTicket esams Toolserver ReplyToTicket esams Toolserver SeeCustomField esams Toolserver SeeQueue esams Toolserver ShowTicket esams Toolserver ShowTicketComments esams Toolserver Watch esams Volunteers SeeCustomField esams Volunteers SeeQueue esams Volunteers ShowACL esams Volunteers ShowOutgoingEmail esams Volunteers ShowScrips esams Volunteers ShowTemplate esams Volunteers ShowTicket esams Volunteers ShowTicketComments esams Volunteers Watch General AdminOwnPersonalGroups General CreateOwnDashboard General CreateSavedSearch General CreateTicket General DeleteOwnDashboard General EditSavedSearches General LoadSavedSearch General ModifyOwnDashboard General ModifySelf General ReplyToTicket General SeeCustomField General SeeOwnDashboard General SeeQueue General ShowApprovalsTab General ShowSavedSearches General SubscribeDashboard General Engineering ModifyCustomField General Engineering SeeCustomField General User 1 SuperUser General User 12 SuperUser General User 6 OwnTicket hw-decommission CommentOnTicket hw-decommission CreateTicket hw-decommission CreateTicket hw-decommission CreateTicket hw-decommission ReplyToTicket hw-decommission Accounting CommentOnTicket hw-decommission Accounting CreateTicket hw-decommission Accounting ForwardMessage hw-decommission Accounting ModifyTicket hw-decommission Accounting OwnTicket hw-decommission Accounting ReplyToTicket hw-decommission Accounting SeeCustomField hw-decommission Accounting SeeQueue hw-decommission Accounting ShowOutgoingEmail hw-decommission Accounting ShowTicket hw-decommission Accounting ShowTicketComments hw-decommission Accounting StealTicket hw-decommission Accounting TakeTicket hw-decommission Accounting Watch hw-decommission Accounting WatchAsAdminCc hw-decommission Engineering CommentOnTicket hw-decommission Engineering CreateTicket hw-decommission Engineering ForwardMessage hw-decommission Engineering OwnTicket hw-decommission Engineering ReplyToTicket hw-decommission Engineering SeeQueue hw-decommission Engineering ShowOutgoingEmail hw-decommission Engineering ShowTicket hw-decommission Engineering ShowTicketComments hw-decommission Engineering Watch hw-decommission Operations AssignCustomFields hw-decommission Operations CommentOnTicket hw-decommission Operations CreateTicket hw-decommission Operations ForwardMessage hw-decommission Operations ModifyTicket hw-decommission Operations OwnTicket hw-decommission Operations ReplyToTicket hw-decommission Operations SeeCustomField hw-decommission Operations SeeQueue hw-decommission Operations ShowOutgoingEmail hw-decommission Operations ShowTicket hw-decommission Operations ShowTicketComments hw-decommission Operations StealTicket hw-decommission Operations TakeTicket hw-decommission Operations Watch hw-decommission Operations WatchAsAdminCc hw-decommission Tampa DC Engineers AssignCustomFields hw-decommission Tampa DC Engineers CommentOnTicket hw-decommission Tampa DC Engineers CreateTicket hw-decommission Tampa DC Engineers ModifyTicket hw-decommission Tampa DC Engineers OwnTicket hw-decommission Tampa DC Engineers ReplyToTicket hw-decommission Tampa DC Engineers SeeCustomField hw-decommission Tampa DC Engineers SeeQueue hw-decommission Tampa DC Engineers ShowTicket hw-decommission Tampa DC Engineers ShowTicketComments hw-decommission Tampa DC Engineers StealTicket hw-decommission Tampa DC Engineers TakeTicket hw-decommission Tampa DC Engineers Watch hw-decommission Tampa DC Engineers WatchAsAdminCc hw-decommission Volunteers ShowACL hw-decommission Volunteers ShowOutgoingEmail hw-decommission Volunteers ShowScrips hw-decommission Volunteers ShowTemplate hw-decommission Volunteers ShowTicket hw-decommission Volunteers ShowTicketComments hw-decommission Volunteers Watch legal Operations AdminQueue legal Operations AssignCustomFields legal Operations CommentOnTicket legal Operations CreateTicket legal Operations DeleteTicket legal Operations ForwardMessage legal Operations ModifyACL legal Operations ModifyCustomField legal Operations ModifyQueueWatchers legal Operations ModifyScrips legal Operations ModifyTemplate legal Operations ModifyTicket legal Operations OwnTicket legal Operations ReplyToTicket legal Operations SeeCustomField legal Operations SeeQueue legal Operations ShowACL legal Operations ShowOutgoingEmail legal Operations ShowScrips legal Operations ShowTemplate legal Operations ShowTicket legal Operations ShowTicketComments legal Operations StealTicket legal Operations TakeTicket legal Operations Watch legal Operations WatchAsAdminCc maint-announce CommentOnTicket maint-announce CreateTicket maint-announce ReplyToTicket maint-announce Engineering AdminQueue maint-announce Engineering ForwardMessage maint-announce Engineering ModifyTicket maint-announce Engineering OwnTicket maint-announce Engineering ReplyToTicket maint-announce Engineering SeeCustomField maint-announce Engineering SeeQueue maint-announce Engineering ShowTicket maint-announce Engineering ShowTicketComments maint-announce Engineering StealTicket maint-announce Engineering TakeTicket maint-announce Engineering Watch maint-announce Engineering WatchAsAdminCc maint-announce Operations AdminQueue maint-announce Operations AssignCustomFields maint-announce Operations CommentOnTicket maint-announce Operations CreateTicket maint-announce Operations DeleteTicket maint-announce Operations ForwardMessage maint-announce Operations ModifyCustomField maint-announce Operations ModifyTicket maint-announce Operations OwnTicket maint-announce Operations ReplyToTicket maint-announce Operations SeeCustomField maint-announce Operations SeeQueue maint-announce Operations ShowOutgoingEmail maint-announce Operations ShowTicket maint-announce Operations ShowTicketComments maint-announce Operations StealTicket maint-announce Operations TakeTicket maint-announce Operations Watch maint-announce Operations WatchAsAdminCc maint-announce Volunteers SeeCustomField maint-announce Volunteers SeeQueue maint-announce Volunteers ShowACL maint-announce Volunteers ShowOutgoingEmail maint-announce Volunteers ShowScrips maint-announce Volunteers ShowTemplate maint-announce Volunteers ShowTicket maint-announce Volunteers ShowTicketComments maint-announce Volunteers Watch network ReplyToTicket network SeeCustomField network Engineering CommentOnTicket network Engineering CreateTicket network Engineering ForwardMessage network Engineering ModifyCustomField network Engineering ModifyTicket network Engineering OwnTicket network Engineering ReplyToTicket network Engineering SeeCustomField network Engineering SeeQueue network Engineering ShowTicket network Engineering ShowTicketComments network Engineering StealTicket network Engineering TakeTicket network Engineering Watch network Engineering WatchAsAdminCc network Operations AdminQueue network Operations AssignCustomFields network Operations CommentOnTicket network Operations CreateTicket network Operations DeleteTicket network Operations ForwardMessage network Operations ModifyACL network Operations ModifyCustomField network Operations ModifyQueueWatchers network Operations ModifyScrips network Operations ModifyTemplate network Operations ModifyTicket network Operations OwnTicket network Operations ReplyToTicket network Operations SeeCustomField network Operations SeeQueue network Operations ShowACL network Operations ShowOutgoingEmail network Operations ShowScrips network Operations ShowTemplate network Operations ShowTicket network Operations ShowTicketComments network Operations StealTicket network Operations TakeTicket network Operations Watch network Operations WatchAsAdminCc network User 12 AdminCustomField network User 12 ModifyCustomField network User 12 SeeCustomField network Volunteers CommentOnTicket network Volunteers CreateTicket network Volunteers ForwardMessage network Volunteers OwnTicket network Volunteers ReplyToTicket network Volunteers SeeCustomField network Volunteers SeeQueue network Volunteers ShowACL network Volunteers ShowOutgoingEmail network Volunteers ShowScrips network Volunteers ShowTemplate network Volunteers ShowTicket network Volunteers ShowTicketComments network Volunteers Watch office Engineering AdminQueue office Engineering AssignCustomFields office Engineering CommentOnTicket office Engineering CreateTicket office Engineering DeleteTicket office Engineering ForwardMessage office Engineering ModifyACL office Engineering ModifyCustomField office Engineering ModifyQueueWatchers office Engineering ModifyScrips office Engineering ModifyTemplate office Engineering ModifyTicket office Engineering OwnTicket office Engineering ReplyToTicket office Engineering SeeCustomField office Engineering SeeQueue office Engineering ShowACL office Engineering ShowOutgoingEmail office Engineering ShowScrips office Engineering ShowTemplate office Engineering ShowTicket office Engineering ShowTicketComments office Engineering StealTicket office Engineering TakeTicket office Engineering Watch office Engineering WatchAsAdminCc office Office Engineers AssignCustomFields office Office Engineers CommentOnTicket office Office Engineers CreateTicket office Office Engineers ForwardMessage office Office Engineers ModifyCustomField office Office Engineers ModifyQueueWatchers office Office Engineers ModifyScrips office Office Engineers ModifyTemplate office Office Engineers ModifyTicket office Office Engineers OwnTicket office Office Engineers ReplyToTicket office Office Engineers SeeCustomField office Office Engineers SeeQueue office Office Engineers ShowACL office Office Engineers ShowOutgoingEmail office Office Engineers ShowScrips office Office Engineers ShowTemplate office Office Engineers ShowTicket office Office Engineers ShowTicketComments office Office Engineers StealTicket office Office Engineers TakeTicket office Office Engineers Watch office Office Engineers WatchAsAdminCc office Operations AdminQueue office Operations AssignCustomFields office Operations CommentOnTicket office Operations CreateTicket office Operations DeleteTicket office Operations ForwardMessage office Operations ModifyACL office Operations ModifyCustomField office Operations ModifyQueueWatchers office Operations ModifyScrips office Operations ModifyTemplate office Operations ModifyTicket office Operations OwnTicket office Operations ReplyToTicket office Operations SeeCustomField office Operations SeeQueue office Operations ShowACL office Operations ShowOutgoingEmail office Operations ShowScrips office Operations ShowTemplate office Operations ShowTicket office Operations ShowTicketComments office Operations StealTicket office Operations TakeTicket office Operations Watch office Operations WatchAsAdminCc office Volunteers CommentOnTicket office Volunteers CreateTicket office Volunteers OwnTicket office Volunteers ReplyToTicket office Volunteers SeeCustomField office Volunteers SeeQueue office Volunteers ShowACL office Volunteers ShowOutgoingEmail office Volunteers ShowScrips office Volunteers ShowTemplate office Volunteers ShowTicket office Volunteers ShowTicketComments office Volunteers Watch ops-requests CommentOnTicket ops-requests CreateTicket ops-requests ForwardMessage ops-requests ModifyCustomField ops-requests ReplyToTicket ops-requests SeeCustomField ops-requests SeeQueue ops-requests ShowTicket ops-requests Watch ops-requests Engineering AdminQueue ops-requests Engineering AssignCustomFields ops-requests Engineering CommentOnTicket ops-requests Engineering CreateTicket ops-requests Engineering DeleteTicket ops-requests Engineering ForwardMessage ops-requests Engineering ModifyACL ops-requests Engineering ModifyCustomField ops-requests Engineering ModifyQueueWatchers ops-requests Engineering ModifyScrips ops-requests Engineering ModifyTemplate ops-requests Engineering ModifyTicket ops-requests Engineering OwnTicket ops-requests Engineering ReplyToTicket ops-requests Engineering SeeCustomField ops-requests Engineering SeeQueue ops-requests Engineering ShowACL ops-requests Engineering ShowOutgoingEmail ops-requests Engineering ShowScrips ops-requests Engineering ShowTemplate ops-requests Engineering ShowTicket ops-requests Engineering ShowTicketComments ops-requests Engineering StealTicket ops-requests Engineering TakeTicket ops-requests Engineering Watch ops-requests Engineering WatchAsAdminCc ops-requests Operations AdminQueue ops-requests Operations AssignCustomFields ops-requests Operations CommentOnTicket ops-requests Operations CreateTicket ops-requests Operations DeleteTicket ops-requests Operations ForwardMessage ops-requests Operations ModifyACL ops-requests Operations ModifyCustomField ops-requests Operations ModifyQueueWatchers ops-requests Operations ModifyTicket ops-requests Operations OwnTicket ops-requests Operations ReplyToTicket ops-requests Operations SeeCustomField ops-requests Operations SeeQueue ops-requests Operations ShowACL ops-requests Operations ShowOutgoingEmail ops-requests Operations ShowScrips ops-requests Operations ShowTemplate ops-requests Operations ShowTicket ops-requests Operations ShowTicketComments ops-requests Operations StealTicket ops-requests Operations TakeTicket ops-requests Operations Watch ops-requests Operations WatchAsAdminCc ops-requests Tampa DC Engineers WatchAsAdminCc ops-requests Volunteers CommentOnTicket ops-requests Volunteers CreateTicket ops-requests Volunteers ForwardMessage ops-requests Volunteers ModifyCustomField ops-requests Volunteers OwnTicket ops-requests Volunteers ReplyToTicket ops-requests Volunteers SeeCustomField ops-requests Volunteers SeeQueue ops-requests Volunteers ShowACL ops-requests Volunteers ShowOutgoingEmail ops-requests Volunteers ShowScrips ops-requests Volunteers ShowTemplate ops-requests Volunteers ShowTicket ops-requests Volunteers ShowTicketComments ops-requests Volunteers Watch pmtpa SeeCustomField pmtpa Engineering AdminQueue pmtpa Engineering AssignCustomFields pmtpa Engineering CommentOnTicket pmtpa Engineering CreateTicket pmtpa Engineering DeleteTicket pmtpa Engineering ForwardMessage pmtpa Engineering ModifyACL pmtpa Engineering ModifyCustomField pmtpa Engineering ModifyQueueWatchers pmtpa Engineering ModifyScrips pmtpa Engineering ModifyTemplate pmtpa Engineering ModifyTicket pmtpa Engineering OwnTicket pmtpa Engineering ReplyToTicket pmtpa Engineering SeeCustomField pmtpa Engineering SeeQueue pmtpa Engineering ShowACL pmtpa Engineering ShowOutgoingEmail pmtpa Engineering ShowScrips pmtpa Engineering ShowTemplate pmtpa Engineering ShowTicket pmtpa Engineering ShowTicketComments pmtpa Engineering StealTicket pmtpa Engineering TakeTicket pmtpa Engineering Watch pmtpa Engineering WatchAsAdminCc pmtpa Tampa DC Engineers AdminQueue pmtpa Tampa DC Engineers AssignCustomFields pmtpa Tampa DC Engineers CommentOnTicket pmtpa Tampa DC Engineers CreateTicket pmtpa Tampa DC Engineers ForwardMessage pmtpa Tampa DC Engineers ModifyCustomField pmtpa Tampa DC Engineers ModifyQueueWatchers pmtpa Tampa DC Engineers ModifyTicket pmtpa Tampa DC Engineers OwnTicket pmtpa Tampa DC Engineers ReplyToTicket pmtpa Tampa DC Engineers SeeCustomField pmtpa Tampa DC Engineers SeeQueue pmtpa Tampa DC Engineers ShowACL pmtpa Tampa DC Engineers ShowOutgoingEmail pmtpa Tampa DC Engineers ShowTemplate pmtpa Tampa DC Engineers ShowTicket pmtpa Tampa DC Engineers ShowTicketComments pmtpa Tampa DC Engineers StealTicket pmtpa Tampa DC Engineers TakeTicket pmtpa Tampa DC Engineers Watch pmtpa Tampa DC Engineers WatchAsAdminCc pmtpa Volunteers SeeCustomField pmtpa Volunteers SeeQueue pmtpa Volunteers ShowACL pmtpa Volunteers ShowOutgoingEmail pmtpa Volunteers ShowScrips pmtpa Volunteers ShowTemplate pmtpa Volunteers ShowTicket pmtpa Volunteers ShowTicketComments pmtpa Volunteers Watch procurement Accounting CommentOnTicket procurement Accounting ForwardMessage procurement Accounting ModifyTicket procurement Accounting OwnTicket procurement Accounting ReplyToTicket procurement Accounting ShowOutgoingEmail procurement Accounting ShowTicket procurement Accounting ShowTicketComments procurement Accounting StealTicket procurement Accounting TakeTicket procurement Accounting Watch procurement Operations AdminQueue procurement Operations AssignCustomFields procurement Operations CommentOnTicket procurement Operations CreateTicket procurement Operations ForwardMessage procurement Operations ModifyACL procurement Operations ModifyCustomField procurement Operations ModifyQueueWatchers procurement Operations ModifyScrips procurement Operations ModifyTemplate procurement Operations ModifyTicket procurement Operations OwnTicket procurement Operations ReplyToTicket procurement Operations SeeCustomField procurement Operations SeeQueue procurement Operations ShowACL procurement Operations ShowOutgoingEmail procurement Operations ShowScrips procurement Operations ShowTemplate procurement Operations ShowTicket procurement Operations ShowTicketComments procurement Operations StealTicket procurement Operations TakeTicket procurement Operations Watch procurement Operations WatchAsAdminCc procurement Purchasing AdminQueue procurement Purchasing CommentOnTicket procurement Purchasing CreateTicket procurement Purchasing ForwardMessage procurement Purchasing ModifyTicket procurement Purchasing OwnTicket procurement Purchasing ReplyToTicket procurement Purchasing SeeCustomField procurement Purchasing SeeQueue procurement Purchasing ShowOutgoingEmail procurement Purchasing ShowTicket procurement Purchasing StealTicket procurement Purchasing TakeTicket procurement Purchasing Watch procurement Purchasing WatchAsAdminCc security-announce Volunteers SeeCustomField security-announce Volunteers SeeQueue security-announce Volunteers ShowACL security-announce Volunteers ShowOutgoingEmail security-announce Volunteers ShowScrips security-announce Volunteers ShowTemplate security-announce Volunteers ShowTicket security-announce Volunteers ShowTicketComments security-announce Volunteers Watch todo CreateTicket todo OwnTicket todo SeeQueue ulsfo Engineering AdminQueue ulsfo Engineering CreateTicket ulsfo Engineering DeleteTicket ulsfo Engineering ForwardMessage ulsfo Engineering ModifyCustomField ulsfo Engineering ModifyTicket ulsfo Engineering OwnTicket ulsfo Engineering ReplyToTicket ulsfo Engineering SeeCustomField ulsfo Engineering SeeQueue ulsfo Engineering ShowOutgoingEmail ulsfo Engineering ShowTicket ulsfo Engineering ShowTicketComments ulsfo Engineering StealTicket ulsfo Engineering TakeTicket ulsfo Engineering Watch ulsfo Engineering WatchAsAdminCc ulsfo San Francisco DC Engineers AdminQueue ulsfo San Francisco DC Engineers AssignCustomFields ulsfo San Francisco DC Engineers CommentOnTicket ulsfo San Francisco DC Engineers CreateTicket ulsfo San Francisco DC Engineers ForwardMessage ulsfo San Francisco DC Engineers ModifyCustomField ulsfo San Francisco DC Engineers ModifyQueueWatchers ulsfo San Francisco DC Engineers ModifyTicket ulsfo San Francisco DC Engineers OwnTicket ulsfo San Francisco DC Engineers ReplyToTicket ulsfo San Francisco DC Engineers SeeCustomField ulsfo San Francisco DC Engineers SeeQueue ulsfo San Francisco DC Engineers ShowACL ulsfo San Francisco DC Engineers ShowOutgoingEmail ulsfo San Francisco DC Engineers ShowTemplate ulsfo San Francisco DC Engineers ShowTicket ulsfo San Francisco DC Engineers ShowTicketComments ulsfo San Francisco DC Engineers StealTicket ulsfo San Francisco DC Engineers TakeTicket ulsfo San Francisco DC Engineers Watch ulsfo San Francisco DC Engineers WatchAsAdminCc ___Approvals SeeCustomField
core-ops
Please note these tables are NOT up to date, but you can help updating them from the raw output or mysql query above
| Unprivileged | Privileged | Everyone | Accounting | Ashburn DC Engineers | Engineering | Legal | Managers | Office Engineers | Operations | Purchasing | San Francisco DC Engineers | Tampa DC Engineers | Toolserver | |
| AdminQueue | ||||||||||||||
| AssignCustomFields | ||||||||||||||
| CommentOnTicket | ||||||||||||||
| CreateTicket | ||||||||||||||
| DeleteTicket | ||||||||||||||
| ForwardMessage | ||||||||||||||
| ModifyACL | ||||||||||||||
| ModifyCustomField | ||||||||||||||
| ModifyQueueWatchers | ||||||||||||||
| ModifyScrips | ||||||||||||||
| ModifyTemplate | ||||||||||||||
| ModifyTicket | ||||||||||||||
| OwnTicket | ||||||||||||||
| ReplyToTicket | ||||||||||||||
| SeeCustomField | ||||||||||||||
| SeeQueue | ||||||||||||||
| ShowACL | ||||||||||||||
| ShowOutgoingEmail | ||||||||||||||
| ShowScrips | ||||||||||||||
| ShowTemplate | ||||||||||||||
| ShowTicket | ||||||||||||||
| ShowTicketComments | ||||||||||||||
| StealTicket | ||||||||||||||
| TakeTicket | ||||||||||||||
| Watch | ||||||||||||||
| WatchAsAdminCc |
domains
| Unprivileged | Privileged | Everyone | Accounting | Ashburn DC Engineers | Engineering | Legal | Managers | Office Engineers | Operations | Purchasing | San Francisco DC Engineers | Tampa DC Engineers | Toolserver | |
| AdminQueue | ||||||||||||||
| AssignCustomFields | ||||||||||||||
| CommentOnTicket | ||||||||||||||
| CreateTicket | ||||||||||||||
| DeleteTicket | ||||||||||||||
| ForwardMessage | ||||||||||||||
| ModifyACL | ||||||||||||||
| ModifyCustomField | ||||||||||||||
| ModifyQueueWatchers | ||||||||||||||
| ModifyScrips | ||||||||||||||
| ModifyTemplate | ||||||||||||||
| ModifyTicket | ||||||||||||||
| OwnTicket | ||||||||||||||
| ReplyToTicket | ||||||||||||||
| SeeCustomField | ||||||||||||||
| SeeQueue | ||||||||||||||
| ShowACL | ||||||||||||||
| ShowOutgoingEmail | ||||||||||||||
| ShowScrips | ||||||||||||||
| ShowTemplate | ||||||||||||||
| ShowTicket | ||||||||||||||
| ShowTicketComments | ||||||||||||||
| StealTicket | ||||||||||||||
| TakeTicket | ||||||||||||||
| Watch | ||||||||||||||
| WatchAsAdminCc |
eqiad
| Unprivileged | Privileged | Everyone | Accounting | Ashburn DC Engineers | Engineering | Legal | Managers | Office Engineers | Operations | Purchasing | San Francisco DC Engineers | Tampa DC Engineers | Toolserver | |
| AdminQueue | ||||||||||||||
| AssignCustomFields | ||||||||||||||
| CommentOnTicket | ||||||||||||||
| CreateTicket | ||||||||||||||
| DeleteTicket | ||||||||||||||
| ForwardMessage | ||||||||||||||
| ModifyACL | ||||||||||||||
| ModifyCustomField | ||||||||||||||
| ModifyQueueWatchers | ||||||||||||||
| ModifyScrips | ||||||||||||||
| ModifyTemplate | ||||||||||||||
| ModifyTicket | ||||||||||||||
| OwnTicket | ||||||||||||||
| ReplyToTicket | ||||||||||||||
| SeeCustomField | ||||||||||||||
| SeeQueue | ||||||||||||||
| ShowACL | ||||||||||||||
| ShowOutgoingEmail | ||||||||||||||
| ShowScrips | ||||||||||||||
| ShowTemplate | ||||||||||||||
| ShowTicket | ||||||||||||||
| ShowTicketComments | ||||||||||||||
| StealTicket | ||||||||||||||
| TakeTicket | ||||||||||||||
| Watch | ||||||||||||||
| WatchAsAdminCc |
Permissions per queue per group
ToDo/How to help: Create wiki tables for all queues and permissions and keep them updated from raw info paste above.
graphs
ops RT, graph examples:
How much has been resolved in all queues?
How much has been resolved monthly?
How much is left to do per queue?
Wishlist & annoyances
- If you (accidently) click on any link while updating a ticket, and hit the browser Back button, your entered text is gone. Very annoying.
- Set($NotifyActor, 1) should be a personal user preference.