Purpose

The Mission of Triage Team is:

some amplification:

This page documents the various incoming acts and resultant outgoing acts. It is intended to be the triage team's primary resource, the starting point.

The general concept of triage is defined on wikipedia. Triage Team is part of the overall Support Team.

The Picture

The task is to look at each email coming into support@ and to pick one of several places to send it. These places are called channels or buckets. Together, these are shown as Triage Queues in the system. The below is a summary (not exact): 

               /----> SE   ... support engineers ("fix" cacert-se)
              /
             /
             |   /--> help ... help team (mail list cacert-support)
             |  /
             | /
  triage team ------> disputes ...  case managers  -->  arbitrators
             |\
             | \
             |  \---> meta ... stuff related to support, but not
             \
              \
               \----> buckets ... visible/searchable by SEs

The Channels

Triage is about selecting the right place. There are several channels available to you.

A channel is a place where there are CAcert people ready and waiting to receive your forwards. Channels are generally served by the issue tracking system. In these pages we talk about channels at the conceptual level; it is a separate subject how they are served in reality (you have to figure that out).

Channels are also to be defined at a high-level in the SecurityManual.

The Buckets

There are also several places for low level and bulk stuff, seen above as buckets. These should be visible to SEs for analysis, but there isn't necessarily anyone looking at them. Mails are stored in buckets until they are needed.

Sieve Filters

Buckets are sometimes automated and sometimes not. Server-side Sieve filters are set up, thanks to Neo.

The classes of Incoming Mail

Guidelines

To Join Triage

Contact the T/L who will start you on the track.

  1. You need to be an Assurer. This is because some of the things that you do will be relied upon by others; it's a responsibility.

    1. CARS or CAcert Assurer Reliable Statement.

    2. To be part of Triage, you acknowledge / agree to Security Policy, as a dominating document. You don't need to know it, but you do need to respect it.
  2. Read and understand this page of notes.
  3. You should be good at handling email clients and IMAP boxes.
  4. Make sure your IRC access is good.
  5. Get your certs into your MUA / mail client and browser.

    • a CAcert CommunityEmail address is useful because email is protected point to point.

    • or you must send all the work in Encrypted form (latter probably not working yet).

(OLD) Mailbox Setup

This is no longer part of Triage, however SEs may need to get access:

  1. details:
    • username is support
    • IMAP only.
    • password you have to get from t/l.

    • See CommunityEmail for most of the details

  2. a separate sending-STMP-out service needs to configured in your MUA client. This is because the smtp server rejects your existing one as using your individual user name, not 'support'.
    • in Tbird, it is Tools/Accounts/ "Outgoing Server (SMTP)" in the list of accounts at left; Add.

    • username is 'support'; see rest of details at CommunityEmail.

  3. Turn OFF downloading of mail before you connect.
    • The mailbox is already big enough that it will take hours for your client to download and index it locally.
    • Also, for security reasons, we don't want all this stuff cached on your machine.

Historical

The Famous Mailbox

mnemoc writes:

"old team"

The "old team" had decided to move to trash when deleting, and not really deleting, and also to BCC:support@ to keep threads consistent.

comma/Support/Triage (last edited 2010-02-17 11:15:33 by SunTzuMelange)