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Guidelines concerning the usage of the request tracker

This page concerns anyone who has to interact with the DSA team through the request tracker.

Checklist before opening a new ticket

Check that the issue is not already known

In order to avoid reporting the same issue several times, please check the list of [https://rt.debian.org/Search/Results.html?Order=DESC&Query=%20Queue%20%3D%20'DSA'%20AND%20%20(%20%20Status%20%3D%20'new'%20OR%20Status%20%3D%20'open'%20OR%20Status%20%3D%20'stalled'%20)&Rows=50&OrderBy=id&Page=1&Format='%20%20%20%3Cb%3E%3Ca%20href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3A%23'%2C%0A'%3Cb%3E%3Ca%20href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3ASubject'%2C%0A'__Status__'%2C%0A'__QueueName__'%2C%0A'__OwnerName__'%2C%0A'__Priority__'%2C%0A'__NEWLINE__'%2C%0A''%2C%0A'%3Csmall%3E__Requestors__%3C%2Fsmall%3E'%2C%0A'%3Csmall%3E__CreatedRelative__%3C%2Fsmall%3E'%2C%0A'%3Csmall%3E__ToldRelative__%3C%2Fsmall%3E'%2C%0A'%3Csmall%3E__LastUpdatedRelative__%3C%2Fsmall%3E'%2C%0A'%3Csmall%3E__TimeLeft__%3C%2Fsmall%3E'

• open tickets] and verify that it's not already reported.

Make sure that it concerns the DSA team

While the DSA team has full root rights on most machines of the project, it has a policy of not interfering with the work of other teams. Use your best judgment to see if something is the resort of DSA or of another team. If the members of a team can't fix a problem that concerns them, they are of course free to request the help of DSA. Do not shortcut the respective teams, please channel the requests through them.

In particular, do not contact the DSA team for:

• update and fixes in buildd chroots: you should get in touch with <arch>@buildd.debian.org which should reach the respective buildd maintainers (note: some are listed on http://buildd.net)

• problems concerning a service running on ftp-master.debian.org, it's the domain of ftpmasters. Instead report a bug against "ftp.debian.org".
• problems that concern services that are handled by other dedicated teams, check the list of various "Infrastructure teams" on ["Teams"].

Some valid request that concern DSA are:

• installation of supplementary packages on any machine and/or in some chroot on porter/development machines
• anything that concerns the central LDAP database (adding/removing members in teams, fixing information concerning our hosts, etc.)

How to submit a ticket

Send your request by mail to admin@rt.debian.org and include "Debian RT" in the subject. It's also possible to submit tickets through the web interface but we prefer that people do not use that facility: tickets created by mail are associated to a dedicated user that is auto-created while tickets created on the web are associated to the unpersonal "debian" or "guest" accounts. The web interface only allows creation of tickets in the public queue, which may not always be desirable depending on what you're reporting.

In any case, if you submit a ticket through the web interface, make sure to fill the "requestor" field with your email.