Skynet now has a request tracker for admin issues up at https://rt.skynet.ie login is with your usual username/password.
At the moment there are still user side problems.
1) You have to manually add your email address to be able to recieve emails from firstname.lastname@example.org about tickets. To change your preferences, go to Preferences...
2) New users have to be added to the Standard Group in addition to any other group. Failure to do this will mean they cant do anything/ wierd stuff will happen.
The gist of it is as follows:
Tickets are the things that all of the issues are packaged in. This is what you should create when you've got an issue/ tracking one.
Queues are groups of relevant tickets. For example there's a queue for Accounts and General Skynet issues.
One creates a ticket for an issue. The create ticket button is in the top left of the window.
Whoever goes about solving the issue first takes the ticket. They then are acknowledged as the owner and person responsible for the ticket/issue.
Everyone is still free to comment on the ticket (please do!) but only the current holder of the ticket can resolve the issue.
It now works \o/
email@example.com either creates a ticket in the General Skynet queue or comments on a ticket in *any* queue if [rt.skynet.ie #n] (where n = ticket number) is in the subject
Aliases are under /etc/aliases (basically forwards mail to /usr/bin/rt-mailgate and it looks after it from there
At the moment there are 4 groups, these determine what permissions each user has.
Standard Group is for everyone, this means you can see the general queue and create tickets in there.
Admin, can do pretty much everything bar a couple of things that SuperUsers can only do.
Website, this enables you to properly use the website queue.
Accounts, this enables you to properly use the accounts queue.
Config for groups is under Configuration->Groups Select your group them you can change group rights, membership etc
The only way you can resolve tickets is via the webUI, you can also cc people to that final comment and it will be mailed out to them from firstname.lastname@example.org but with David Mcilwee via RT the sender (example).
It takes a while (>10mins) but not too long for updates to the queue's to *show*, they apply instantly but take a bit to show. Im not sure why, probably somethings caching something most likely apache. It also sometimes crops up when youre doing updates to users in regards groups and permissions.
For alot more info see http://www.bestpractical.com And please please PLEASE use it!