Opened 5 months ago

Last modified 6 weeks ago

#31242 assigned task

switch root@ aliases and possibly other torproject-admin@ aliases to RT

Reported by: anarcat Owned by: anarcat
Priority: Medium Milestone:
Component: Internal Services/Tor Sysadmin Team Version:
Severity: Normal Keywords:
Cc: Actual Points:
Parent ID: Points:
Reviewer: Sponsor:

Description

As discussed in Stockholm and recommended in the ops report card (see #30881), we should have a way to track requests. Trac provides a way to do that for people that have a Trac account, but it has a few downsides:

  • non-Trac users cannot submit isssues
  • Trac users might not find the right component to see us
  • all issues are public which means some issues get sent to use in private
  • lots of email goes to that private email address, which means lots of noise and it forces admin to sort through those emails on the client side

Trac and issue trackers in general suffer from a "infinite to do list of death" where the queue is never empty and we can never resolve all issues because urgent requests are mixed with long term project management, which makes it hard to find the former and organise the latter

We have an RT instance which we could use to accept requests and sort root@ emails. First start by sending root email there then see if it pleases us, then switch most support there.

Child Tickets

Change History (1)

comment:1 Changed 6 weeks ago by anarcat

this requires #32283 to be done first.

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