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RT System Quick Start Guide

by John S. De Stefano Jr. last modified Nov 20, 2015 11:42 AM
This page is intended as a quick reference guide for users who wish to submit problem reports to the RT system.

What is RT?

RT, or Request Tracking, is the system used by the RACF center to track user requests and problem reports. You can open a new ticket, or follow up on an existing ticket, via email or through the Web interface, as both interfaces interact with and update a single RT system.

Getting Started with RT: Creating a Ticket

Determine the appropriate RT queue

RT problem categories are organized into queues, each having its own set of experts assigned in order to efficiently resolve issues. To open a ticket in a specific queue, send an email to the appropriate address.

You can create a ticket simply by sending an email to RT-RACF-Category@bnl.gov, where Category denotes a specific problem type.

For example: to create an RT ticket related to a Linux Farm node, you would send an email to RT-RACF-LinuxFarms@bnl.gov and include a description of the issue in your email.

Complete the ticket request

In the email Subject field, include a brief description of the nature of the problem or request ("SSH login failed", "New Web hosting area needed", etc.).

In the body of your email, include as much detailed, related information as possible, including any error messages that may aid in troubleshooting.

Please include the experiment for which you are working (Star, Phenix, ATLAS, etc.) or your collaboration area. This will help us to properly classify your request.

That is all. No special registration is required.

What happens once I submit a ticket?

You will receive confirmation of your ticket via an e-mail, which will include the ticket number for your issue.

While your issue is being resolved, you will receive additional communications from experts via email, to which you can respond directly. Do not alter the subject of the email message when replying.

Additional Information

For more information about using advanced RT features, visit the RT System Advanced User Guide and RT Frequently Asked Questions.

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