HTCondorWiki: Using Rust

-10,000 foot view:
+{section: 10,000 foot view}
 
 When someone sends email to condor-admin or condor-support, it gets entered into RUST. RUST sends them email telling them we got their message, assigning them a ticket number, and telling them to direct all replies to condor-admin or condor-support. It then shows up in one of the two RUST queues (condor-admin is unpaid support, condor-support is paid support).
 
 Every ticket has a bunch of info associated with it:
 
-   1. A number and subject line
-   2. The email address of the person who sent the problem report (the "user", in RUST-speak)
-   3. The email address of the person dealing with the problem (the "owner", in RUST-speak)
-   4. A list of everyone who should get copies of any email sent about the problem.
-   5. A "status" ("new" = no one has done anything with it yet, "open" = someone has replied to it, "resolved" = problem solved, "source" = request for source, etc. See the section at the bottom of this on "RUST Status Settings" for the whole story).
+1:A number and subject line
+1:The email address of the person who sent the problem report (the "user", in RUST-speak)
+1:The email address of the person dealing with the problem (the "owner", in RUST-speak)
+1:A list of everyone who should get copies of any email sent about the problem.
+1:A "status" ("new" = no one has done anything with it yet, "open" = someone has replied to it, "resolved" = problem solved, "source" = request for source, etc. See the section at the bottom of this on "RUST Status Settings" for the whole story).
 
 All RUST email goes through condor-admin or condor-support. You never send a message directly to user, and the user never sends email directly to the owner. Every time RUST sends a message to anyone, it sets the Reply-To file to point to itself, so if RUST sends you email for some reason, you should just reply to it and RUST will do the rest. The reason for this is that RUST maintains the list of all people who should get email about a given ticket. If anyone (owners or users) ever CC's someone when they're sending a message to RUST, that email address will get added to the list. So, you never have to remember to CC anyone (like you do with the CSL's setup), since RUST deals with all of that for you.
 
@@ -16,13 +16,13 @@
 
 If you've discovered that you have a ticket really destined for the CAE, this is how you move it there:
 
-/p/condor/home/bin/tocae.pl <queuename> <ticket number>
+  /p/condor/home/bin/tocae.pl <queuename> <ticket number>
 
 Example:
 
-/p/condor/home/bin/tocae.pl condor-admin 1234
+  /p/condor/home/bin/tocae.pl condor-admin 1234
 
-10 foot view:
+{seciont: 10 foot view}
 
 You can access the Condor RUST queue from any dept. linux workstation. To setup, add /p/condor/home/rust/bin/sys to your PATH. If you don't have it already, you probably also want to add /p/condor/home/bin to your PATH, since there are some handy scripts in there to help deal with RUST.
 
@@ -55,7 +55,7 @@
   qs --owner wright
   ...
 
-To see the entire contents of a RUST item #1 in the condor-admin queue:
+To see the entire contents of a RUST item {quote:#1} in the condor-admin queue:
 
   query --queue condor-admin --show 1
 
@@ -67,7 +67,7 @@
 
   shows 23
 
-To resolve ticket #1 in the condor-admin queue:
+To resolve ticket {quote:#1} in the condor-admin queue:
 
   action --queue condor-admin --num 1 --set status --value resolved
 
@@ -76,7 +76,7 @@
   resa <number>		# resolves <number> from condor-admin
   ress <number>		# resolves <number> from condor-support
 
-To assign ticket #1 in the condor-admin queue to jbasney:
+To assign ticket {quote:#1} in the condor-admin queue to jbasney:
 
   action --queue condor-admin --num 1 --assign jbasney
 
@@ -100,22 +100,23 @@
 
 or:
 
-\% acta 2383 --comment
-Adding comments to condor-admin request 2383
+  % acta 2383 --comment
+  Adding comments to condor-admin request 2383
 
-Enter comments (End with ^D):
-typing in comments here...
-^D
-\%
+  Enter comments (End with ^D):
+  typing in comments here...
+  ^D
+  %
 
-Flagging Spam
+{subsection: Flagging Spam}
 
 If you're looking at spam that you want to permenantly purge from RUST (such as handling SPAM that inevitably gets through), use spama:
 
-spama 12345
+  spama 12345
 
-spama sets the ETA on a ticket to be 'spam', and then resolves it. We can later look through and calculate how much of our ticket traffic is spam.
-Merging tickets
+spama sets the ETA on a ticket to be 'spam', and then resolves it. We can later look through and calculate how much of our ticket traffic is spam. There's an equivalent =spams= command for condor-support.
+
+{subsection: Merging tickets}
 
 If, instead of responding to the last message you sent them, a user decides to send a new RUST query pertaining to an already-open ticket, you can merge the two: