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www fun/README server/standards/README.webmaste...
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From: |
Karl Berry |
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Subject: |
www fun/README server/standards/README.webmaste... |
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Date: |
Sun, 24 Feb 2008 21:59:07 +0000 |
CVSROOT: /web/www
Module name: www
Changes by: Karl Berry <karl> 08/02/24 21:59:07
Modified files:
fun : README
server/standards: README.webmastering.html
Log message:
summary of handling tickets
CVSWeb URLs:
http://web.cvs.savannah.gnu.org/viewcvs/www/fun/README?cvsroot=www&r1=1.1&r2=1.2
http://web.cvs.savannah.gnu.org/viewcvs/www/server/standards/README.webmastering.html?cvsroot=www&r1=1.66&r2=1.67
Patches:
Index: fun/README
===================================================================
RCS file: /web/www/www/fun/README,v
retrieving revision 1.1
retrieving revision 1.2
diff -u -b -r1.1 -r1.2
--- fun/README 13 Feb 2001 01:22:02 -0000 1.1
+++ fun/README 24 Feb 2008 21:58:48 -0000 1.2
@@ -1,11 +1,3 @@
-If you are working on the humor pages, please
-1. Read the following emails from rms.
-2. Announce each new addition in /server/whatsnew.html
-
-thanks
--neel
-
---------------------------------------
From: Richard Stallman <address@hidden>
Subject: Re: address@hidden: address@hidden: Gingrich Joke page]]
To: address@hidden
Index: server/standards/README.webmastering.html
===================================================================
RCS file: /web/www/www/server/standards/README.webmastering.html,v
retrieving revision 1.66
retrieving revision 1.67
diff -u -b -r1.66 -r1.67
--- server/standards/README.webmastering.html 16 Feb 2008 18:33:52 -0000
1.66
+++ server/standards/README.webmastering.html 24 Feb 2008 21:59:02 -0000
1.67
@@ -99,10 +99,6 @@
one way for a special reason.
</p>
-<p>If you update or create any pages under <a href="/fun/">/fun</a>,
-please read the <a href="/fun/README">README</a> file under
-<a href="/fun/">/fun</a> first.</p>
-
<h3>Handling Press Releases</h3>
@@ -238,18 +234,91 @@
<a name="rt"></a>
<h3>Using RT</h3>
-<h4>RT Conventions</h4>
+<p>Mail sent to webmasters is stored in a ticket management system
+called RT. This system keeps all correspondence about a given issue
+together, makes sure that no requests are lost, and so on. This section
+documents the conventions used by the GNU webmasters.</p>
+
+<p>It is useful to be copied on all RT-related mail: new tickets, other
+webmasters' answers to tickets, and so on. That way we can all learn
+from each other. If you can actively help with handling RT tickets,
+please consider this. A number of people can set up your RT account for
+this, just mail www-discuss.</p>
+
+<a name="rtguide"></a>
+<h4>RT - Quick Guide</h4>
+
+<p>Of course, first and foremost is to use your judgment, rather than
+blindly following procedures. If the action on a particular ticket is
+in question for any reason, write www-discuss or use the
+‘Comment’ link on the ticket. That said, most tickets fall
+into one of a few categories, so here's a how-to guide.</p>
-<p>
-Mail sent to webmasters is stored in a ticket management system called
-RT. This system keeps all correspondence about a given issue
-together, makes sure that no requests are lost, and so on. It works
-most effectively if people working with each other use roughly the
-same conventions, and so this section documents the conventions
-used by the GNU webmasters.
-</p>
+<ul>
+<li>To see open tickets, visit <a
+href="http://rt.gnu.org/";>rt.gnu.org</a> and log in with your assigned
+username/password. (If you don't have one, email www-discuss.) There
+will be a link (and lots of other things) on your RT home page. Once
+you see the list, clicking on the subject link will open the ticket.</li>
+
+<li>If the message is spam, click the ‘Mark as Spam’ link in
+the top row.</li>
+
+<li>If the message is in a language you don't understand and it's not
+spam, or you're not sure if it's spam, click ‘Basics’, then
+change the Queue field to ‘web-translators”.</li>
+
+<li>If the message is just a thank-you to us, or something else that
+doesn't require action on our part, click ‘Resolve’.</li>
+
+<li>If the message is about the web pages for a given software package,
+forward it to the maintainer of the package. (You can use the <a
+href="http://directory.fsf.org";>Free Software Directory</a> to find the
+maintainers.) Don't just forward the message to a public bug list,
+since the submitter may not want his/her email address to be
+exposed.</li>
+
+<li>If the message is a simple typo or other buglet on a page we
+maintain, go ahead and fix it, using ‘Reply’ to tell the
+submitter what you did.</li>
+
+<li>If the message is a ThankGNU:</li>
+ <ul>
+ <li>for an individual, add it to the appropriate
+ <tt>/thankgnus/YYYYsupporters.html</tt> file in the correct place.</li>
+ <li>for a corporation, confirm with www-discuss first (they can end up
+ on separate pages).</li>
+ <li>Do not bother with a ‘Reply’ to sysadmin when it is
+ done; these messages are automatically generated and no one
+ individually checks. It's up to us to do it right.</li>
+ </ul>
+
+<li>If the message is about making a link on one of our pages, see
+<a href="#pollinking">linking procedures and information</a>.
+
+<li>If the message is about adding a graphic or a joke, be sure to get
+the explicit ok for it to be released under a free
+license—GPLv3-or-later and FDLv1.2-or-later is good. Then make a
+new page under <tt>/graphics</tt> resp. <tt>/fun</tt> and add it to the
+index page. rms' requirements for adding items to <tt>/fun</tt> is in
+<a href="/fun/README">/fun/README</a>.
+
+<li>If the message is about a mirror, see <a
+href="#mirrors">mirror procedures and information</a>.
+
+<li>If the message opened a new ticket, but is actually a follow-up to
+an existing ticket, you can use the ‘Links’ feature of RT to
+combine them. This happens when the original submitter cc'd the message
+to other recipients, and one of the other recipients replies including
+us—their message will start a new ticket.
+
+<li>If the message needs to be dealt with by another group, most often
+sysadmin, licensing, or directory, add a comment to that effect and move
+it to the corresponding queue. <a href="">More info.</a>
+
+</ul>
-<h4>Correspondence and Comments</h4>
+<h4>RT - Correspondence vs. Comments</h4>
<p>
You can attach two kinds of information to a ticket: correspondence and
@@ -313,7 +382,7 @@
format. Please check with www-discuss for these.
</p>
-<h4>Coordination With Others</h4>
+<h4>RT - Coordination With Others</h4>
<p>
You will often need to ask other people for more information about how to
@@ -347,17 +416,16 @@
you're primarily doing work by e-mail, however.
</p>
-<h4>Ticket Statuses</h4>
+<h4>RT - Ticket Statuses</h4>
<p>
-There are five ticket statuses: new, open, stalled, resolved, and dead.
+There are five ticket statuses: new, open, stalled, resolved, and deleted.
Each has its own purpose.
</p>
<p>
new is for tickets which have not had work done on them yet. There usually
-isn't a need to set a ticket to this status. (If a ticket marked
-new is over a week old, feel free to "steal" it from its owner.)
+isn't a need to set a ticket to this status.
</p>
<p>
@@ -367,12 +435,11 @@
</p>
<p>
-dead is for tickets which are spam or otherwise bogus. If you use
+deleted is for tickets which are spam or otherwise bogus. If you use
Emacs, or an mbox mailer, there are scripts which makes it easy to
mass-file spam tickets as dead, so if you see tickets that are just
spam. Make sure to mark them as spam as well. You can also use
-the web interface's search facility to do this (under "update
-all").
+the web interface's search facility to do this (under "update all").
</p>
<p>
@@ -406,10 +473,10 @@
open, rather than marking it as stalled, if we need more information.
That way, we will keep seeing it, and remember to push for the necessary
information, rather than forgetting about it. (Stalled tickets can be
- searched, but by default are hidden except on you entry page.)</li>
+ searched, but by default are hidden except on your entry page.)</li>
</ul>
-<h4>Escalation</h4>
+<h4>RT - Ticket Escalation</h4>
<p>
If you'd like to handle a request, but aren't sure how to go about it,
@@ -420,40 +487,19 @@
the www-discuss list.
</p>
-<h4>Misdirected Tickets</h4>
+<a name="rtmisdirected"></a>
+<h4>RT - Misdirected Tickets</h4>
<p>
Sometimes people send mail to webmasters which should've gone elsewhere.
-When this happens, you can do one of two things.
+When this happens, you can do one of two things: redirect the ticket
+within RT, or forward it in regular email.
</p>
-<ul>
-<li>
<p>
If there's an RT queue which is appropriate for the ticket, move it
-there. The ticket's queue can be changed under a ticket's "The Basics"
-dialog.
-</p>
-
-<p>
-It's nice to notify a queue's watchers when a ticket is moved; RT doesn't
- provide automatic notification. You can determine who watches a queue by
- going to "Configuration," choosing "Queues," selecting the desired queue,
- and choosing "Watchers." Just a brief mail to them saying "I moved
- ticket 1234 to your queue" will suffice.
-</p>
-</li>
-
-<li>If there isn't an appropriate RT queue, forward the mail to the
- appropriate party, and make a comment indicating that you did so. (You
- can send the forward itself as a comment to the ticket if you like. See
- the instructions in "Coordination with others," above, for more
- information about doing this.)</li>
-</ul>
-
-<p>
-Webmasters gets a fair amount mail about a number of issues which are only
-tangentially related to the web site; here's where to redirect all that.
+there. The ticket's queue can be changed
+under the ‘Basics’ menu item.
</p>
<ul>
@@ -472,7 +518,22 @@
info or gnu queue.</li>
</ul>
-<h4>RT Spam Quarantine</h4>
+<p>
+It's nice to notify a queue's watchers when a ticket is moved; RT doesn't
+ provide automatic notification. You can determine who watches a queue by
+ going to "Configuration," choosing "Queues," selecting the desired queue,
+ and choosing "Watchers." Just a brief mail to them saying "I moved
+ ticket 1234 to your queue" will suffice.
+</p>
+
+<p>If there isn't an appropriate RT queue, forward the mail to the
+ appropriate party, and make a comment indicating that you did so. (You
+ can send the forward itself as a comment to the ticket if you like. See
+ the instructions in "Coordination with others," above, for more
+ information about doing this.)</p>
+
+
+<h4>RT - Spam Quarantine</h4>
<p>When time has elapsed, a ticket will be automatically sent to the
webmaster's queue to remind them to clean out the mail quarantine. The
@@ -490,8 +551,7 @@
the index page are spam, you can delete them using the "Delete All
Message On This Page" button at the bottom of the index page.</p>
-<p>When done you should take the ticket, comment that you took care of
-it, and mark it as resolved.</p>
+<p>When done you should resolve the ticket.</p>
<!-- Some of this information is redundant. If you find it above -->
@@ -623,10 +683,10 @@
</p>
-<h4>Mirrors</h4>
+<a name="mirrors"></a><h4>Mirrors</h4>
-<p>The <a href="http://www.gnu.org/server/mirror.html";>Advice for
-mirrors</a> page has general information.</p>
+<p>The <a href="/server/mirror.html">Advice for mirrors</a> page has
+general information.</p>
<p>www mirrors: we no longer recommend or list mirrors of www.gnu.org.</p>
@@ -637,7 +697,7 @@
<p>nongnu mirrors: when we get a request to add, change, or remove a
nongnu savannah mirror, email address@hidden with the
information. The reason to use -private is to avoid the contact address
-from being public. It's also good to do something to obscure the
+from becoming public. It's also good to edit the message to obscure the
address from harvesting.</p>
<p>When we get a request relating to contact information for a mirror,
@@ -1148,7 +1208,7 @@
<p>Updated:
<!-- timestamp start -->
- $Date: 2008/02/16 18:33:52 $
+ $Date: 2008/02/24 21:59:02 $
<!-- timestamp end -->
</p>
</div>
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