02-27-2012
I've been in similar situations, and it is often very difficult to push back to the customers (end-users) that while you can RCA the problem, you are not authorized to fix it.
A lot of my time now is spent proving negatives where an issue is raised to us and we need to check if it is our problem. If it is not, we often have to provide documentary evidence that it is not us and point the customer to who they need to contact to escalate the issue.
I think the single most important help for me is the fact that my line manager will back us engineers up completely if we have taken an issue as far as we can, and he fields the heat from the customer in that case.
It is difficult not doing something you know will work to fix an issue, but I've learned to be careful to not do anything without cast-iron authorization from the correct person(s), simply as a self-preservation measure.
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LEARN ABOUT DEBIAN
ditrack
DITRACK(1) General Commands Manual DITRACK(1)
NAME
dt - DITrack command line client tool
SYNOPSIS
dt command [options] [args]
dt-createdb repository-url issue-db-dir local-wc
dt-upgrade-0.7-db issue-db-dir
OVERVIEW
DITrack is a free, open source, lightweight, distributed issue (bug, defect, ticket) tracking system using a Subversion repository instead
of a backend database. It is written in Python and runs in UNIX environment (*BSD, Linux, MacOS X).
The project is inspired by the idea of Subissue issue tracking system.
However, while Subissue aims in merely replacing the traditional database storage with Subversion repository, DITrack is a major rethought
of the issue tracking system paradigm. The main difference is that instead of sticking to the centralized model (one database, one web
interface, one mail integration machinery), DITrack treats underlying Subversion storage as a versioned distributed file system which
enables benefits of truly distributed operation mode.
For more information about the DITrack project, visit http://www.ditrack.org.
Documentation for DITrack and its tools, including detailed usage explanations of the dt and dt-createdb programs, can be found at
/usr/share/doc/ditrack/html/index.html.
Run `dt help' to access the built-in tool documentation.
Automatic upgrade is possible for databases created by DITrack 0.7. If you are upgrading from previous version of DITrack, use the upgrage
utility from DITrack 0.7 first.
To upgrade a database run the dt-upgrade-0.7-db script, passing the database path as the argument, like:
dt-upgrade-0.7-db /home/user/ditrack-database
The upgrade procedure merely modifies the working copy (nothing gets committed to the repository). So, when done, you should commit the
changes manually.
April 2007 DITRACK(1)