Overview of the TT req system

Introduction

The tt-ops@ripe.net mailing list now uses the req ticketing system. This means that new problems sent to 'tt-ops' will be assigned a new Request number that appears in the Subject line. The sender will recieve an automatic acknowledgement to tell them what the Request number is.

If you are replying to a message that has a Request number, send the message directly to the user and copy it to tt-ops@ripe.net. req will then file it away with the rest of the corresponence for that request. The user should always send requests and replies to tt-ops@ripe.net, not to individual TT ops people.

Installation

The TT req system has been installed in /ncc/test-traffic/req with user tt-request. The BSD/OS binaries are in /ncc/test-traffic/req/bin and the manual pages in /ncc/test-traffic/req/man. There are copies of the most important binaries in /usr/local/bin so people won't need to change their PATHs.

In addition, a glimpse based search facility is provided through the ttreqsearch CGI script.

Use

The req system can safely be ignored by the support staff if the standard procedure for using a support mailling list are followed.

Interfaces

There are several interfaces to the req system.

Note: Only the command line is outlined below.

Command Line

The simplest interface is the command line interface. There are a handful of programs that can be used to track requests...

Note: ttq has been renamed. In the standard distribution it is called q - which is probably too short for a standard utility. Also note that ttreqstat and ttreqtail are not installed in /usr/local/bin (not needed for day to day usage).

See ttq(1) for details.

ttq

ttq gives a list of outstanding requests...

Req # ! Owner    Age    Told   Status  User       Subject
----- - -------- ------ ------ ------- ---------- ---------------------------
 1135   wilhelm    2 hr        open    henk@ripe. Before I forget.....
  908   henk      6 day        open    henk@ripe. tt46
  907   henk      6 day        open    henk@ripe. tt45
  906   fotis     6 day        open    henk@ripe. tt44
  ...

See ttq(1) for details.

ttreq

ttreq is the main utility. With it you can create, modify and delete requests.

usage:  ttreq [-d] -create
        ttreq [-d] -mcreate 
        ttreq [-d] -show 
        ttreq [-d] -take 
        ttreq [-d] -untake 
        ttreq [-d] -steal  [file]
        ttreq [-d] -give   [file]
        ttreq [-d] -user   [file]
        ttreq [-d] -comment  
        ttreq [-d] -subject  ""
        ttreq [-d] -prio   
        ttreq [-d] -notify  [file]
        ttreq [-d] -merge    (num1 into num2)
        ttreq [-d] -resolve  [file]
        ttreq [-d] -stall  [file]
        ttreq [-d] -unstall  [file]
        ttreq [-d] -open  [file]
        ttreq [-d] -reopen  [file]
        ttreq [-d] -kill 
        ttreq [-d] -mail [file]

  Things in [] are optional.  Things in <> aren't.
  If [file] is "-", stdin is used.
  The -d flag produces debugging output.

See ttreq(1) for details.

ttshow

ttshow displays the archive of mail for a specific request. e.g.

x27 [1] ttshow 1135

X-Request-Number: 1135
X-Request-Owner: wilhelm
X-Request-User: henk@ripe.net
X-Request-Date: Thu Apr  1 10:49:43 1999 (922956583)
X-Request-Due: 
X-Request-Status: open
X-Request-Priority: normal
X-Request-Updated: Thu Apr  1 10:51:53 1999 (922956713)
X-Request-Notified: 
X-Request-Keywords: 
X-Request-Areas: 
Received: from postman.ripe.net (postman.ripe.net [193.0.0.199])
        by office.ripe.net (8.8.8/8.8.5) with SMTP id KAA15270
        for ; Thu, 1 Apr 1999 10:49:43 +0200 (CEST)
Received: (qmail 5391 invoked by uid 0); 1 Apr 1999 08:49:42 -0000
Received: from birch.ripe.net (193.0.1.96)
        by postman.ripe.net with SMTP; 1 Apr 1999 08:49:42 -0000
Received: from x49.ripe.net (x49.ripe.net [193.0.1.49])
        by birch.ripe.net (8.8.8/8.8.8) with ESMTP id KAA19625
        for ; Thu, 1 Apr 1999 10:49:42 +0200 (CEST)
Received: from localhost (henk@localhost)
        by x49.ripe.net (8.8.8/8.8.5) with SMTP id KAA12641
        for ; Thu, 1 Apr 1999 10:49:41 +0200 (CEST)
X-Authentication-Warning: x49.ripe.net: henk owned process doing -bs
Date: Thu, 1 Apr 1999 10:49:41 +0200 (CEST)
From: "Henk Uijterwaal (RIPE-NCC)" 
To: tt-ops@ripe.net
Subject: [ripe-ttraffic #1135] Before I forget.....
Message-Id: 
Mime-Version: 1.0
Content-Type: TEXT/PLAIN; charset=US-ASCII


Rene, 

Can you add fotis to the tt-ops distribution list?

Henk

------------------------------------------------------------------------------
Henk Uijterwaal                    Email: henk.uijterwaal@ripe.net
RIPE Network Coordination Centre     WWW: http://www.ripe.net/home/henk
Singel 258                         Phone: +31.20.535-4414,  Fax -4445
1016 AB Amsterdam                   Home: +31.20.4195305
The Netherlands                   Mobile: +31.6.55861746  
------------------------------------------------------------------------------
It would be nice if this would generate an MH folder rather than a single (unformatted) concatenation of mail messages.

See also ttshow(1).

ttreqstat

ttreqstat displays various statistics describing the use of the req system.

x27 [2] /ncc/test-traffic/bin/ttreqstat
Active: 34
High: 0
Normal: 27
Low: 0
Day: 51
ResDay: 50
NewResDay: 53
Week: 246
ResWeek: 227
NewResWeek: 229
See also ttreqstat(1).

ttreqtail

ttreqtail is simply a wrapper around tail which points it at the req log file.

x27 [3] /ncc/test-traffic/req/bin/ttreqtail
Before I forget..... (#1135) given to rene by henk. 10:51:50, Apr 1
Before I forget..... (#1135) given to wilhelm by henk. 10:51:55, Apr 1
tt08 problems (#306) commented via mail by henk@ripe.net. 10:57:29, Apr 1
tt08 check (fwd) (#1136) created via mail by henk@ripe.net. 10:58:03, Apr 1
tt08 check (fwd) (#1136) merged into 306 by henk. 10:58:33, Apr 1
tt08 check (#1137) created via mail by henk@ripe.net. 11:12:40, Apr 1
tt08 check (fwd) (#1137) merged into 306 by henk. 11:13:10, Apr 1
at job 1858 (#1138) created via mail by ttraffic@ripe.net. 12:02:39, Apr 1
at job 1858 (#1138) resolved by henk. 12:06:49, Apr 1
tt08 check (fwd) (#306) resolved by henk. 12:07:10, Apr 1


wilhelm@ripe.net
Last Modified: Thu Apr 1 13:34:06 CEST 1999