Convey's Issue Tracker Help Page

Click here for Convey's Issue Tracking Web Interface

Convey's web-based Issue Tracking tool may be used to report technical problems, including issues with:

Convey's hardware
Convey's operating system
Convey's compilers, debugger, and other software development tools
Convey's documentation
Convey's software repositories, software packages, installation of Convey SW packages, ...
Convey's support website and associated tools (including the Issue Tracker)
Convey's main website (conveycomputer.com)

The main Convey website, conveycomputer.com, has contact information for non-technical issues (sales, jobs, media inquiries, ...).

The issue tracker website is http://rt.conveysupport.com.

Convey's issue tracker requires a username and password to log in (different from the username and password used to access protected portions of the Convey Support web site):

Please check with your project leader, manager, and/or Convey system administrator to see if a Convey Issue Tracker username and password have already been assigned for your company's or project's use. Note that a particular username can only access issues submitted by that username, or issues where that user was explicitly added as a "watcher". Therefore, a group project may want to use a shared username for all users that want to submit or review issues for that group project. You may request a username and password by e-mailing question@conveysupport.com , and supplying the following information.

a user id -- we will e-mail/call you if the user id is already taken (feel free to submit several potential user ids). Convey recommends using your e-mail address as your user id. Note that you cannot change your user id once it has been created, and only the user id that created a ticket can typically see that ticket.
an e-mail address -- please send the username request from this address if possible. This e-mail will receive automatic e-mail notifications when the submitted ticket is modified.
your preferred password -- at least 3 characters long
your name
your phone # -- if you prefer Convey to call you with questions about your issue (instead of e-mail)
Please add rt@conveycomputer.com to your e-mail address book, so e-mail from the issue tracker won't be classified as spam

Forgot your password?

Send an e-mail to request@conveysupport.com from the e-mail address you want to reset the password for. Please include your new desired password. We're sorry, but we cannot retrieve your existing password, we can only reset it.

A Brief Overview of Convey's Issue Tracker

Logging in

Browse to http://rt.conveysupport.com and log in with your assigned username (usually your e-mail address) and password.
You should now see the default "RT at a glance" screen (same as the "Home" screen):

Down the left hand side of the page, there is a Menu of tasks, including Home, Simple Search, and Tickets.
The rest of the page consists of several labeled areas. The first area will be a list of the new and open issues you have submitted.

Submitting a new ticket

Find the button New ticket in near the top of the webpage. Pick an appropriate queue for the new ticket from the drop down menu immediately to the right, and then click on the New ticket in button. Alternatively, just start filling in the Quick ticket creation area.
Fill in the various fields as described below:

QUEUE assignment -- choose the most appropriate queue. If there is no appropriate choice, or you aren't sure what queue to pick, please use General

Requestor -- should be preset to your email address -- do not change this field
Owner -- should be preset to your email address (please do NOT change the owner to be anyone else)
Subject: a very brief description of the problem or request
Attachments: attach any files needed to reproduce the problem
Description Field: Please describe the bug completely. Attach additonal files as needed so Convey can reproduce the problem.

When you are ready, click on the Create button at the bottom right of ticket creation area.

Browsing and Searching your open and closed tickets

Open tickets are listed on the Home page (the top 10 new/open tickets, based on priority).

You can generate a complete list of open tickets that you have submitted by entering your e-mail address into the search box in the upper right portion of the home page, and clicking on Search .
The Quick Search area shows all the available Queues, and how many open/new tickets are in each queue (a total count, not those you have submitted). You can click on any of the queue names to show all the new/open tickets in that queue that you submitted.

Closed tickets can be searched for by ticket # (in the Search function), or by clicking on Tickets in the menu on the left side of the home page, and then

selecting and deleting all existing criteria in the Current Search box,
add a criteria, where the Requestor Email Address matches your e-mail address,
add a criteria where the Status is Resolved, and
clicking on Add these terms and Search

You can also save this search and reload it whenever you want to rerun it.

You can click on an individual ticket's description to see the details for that ticket. When viewing a ticket's detail, you can click on the star () in the upper right corner to bookmark this particular issue. Bookmarked issues are listed on the "RT at a glance" page in the bookmarked issues area.

Email

You will receive an e-mail when the issue is resolved, as well as whenever some other action is taken on your ticket.

Sharing your ticket with other users

Find the ticket (click on it, or enter the ticket # into the Search area),
click on People on the top menu bar, and
add the e-mail address of the person you want to share this ticket with as a new watcher, with type Requestor, and click on Save Changes .
You can also search for people by username or login id to add them as a new watcher.
Note that a watcher (of type requestor) can modify your ticket.

About Convey's Issue Tracker

The open source RT: Request Tracker tool was developed by, and is licensed (GNU Public License v2) and copyrighted by Best Practical Solutions LLC.

All support for Convey's issue tracker is provided by Convey Computer. Do not contact Best Practical Solutions for help with Convey's issue tracker.