This is the new system.

First little more about how RTT works

blobby things are people

oval things are databases - reg db, mh’s own current mail db and ticket db, also containing filed mails

square things are programs:

mh mail system gets and sends emails to/from Local IRs

hmin is script for stt -stt is a mail handling program

simple, clever and brilliantly written by Daniel, my boss,

who’s sitting over there -

hmin checks message contains regid and/or correct ticket number

and passes msg on to HMs

-the one that moans at you

rtt perl porgam - stores all ticket details and handles all interaction with tickets

reg perl program - talks to registry database

tkgetnum - shell script which makes new ticket numbers so don’t overlap

hmin & rtt taken together are the ticketing system.

Now Walk through the process of a new ticket:

- local IR send a msg to hostmaster@ripe.net

- hm-dist - who fields all incoming msgs - sees msg in inbox, runs hmin on it

- hmin program

checks for regid, existing ticket number, contact=sender

reports to hmdist, makes acknowledgement msg,

creates new ticket and adds msg to it

- hmdist can reply himself if simple

or forwards msg to hm who handles that reg (or backup) or puts in wait queue if all busy.

- hm will have a new open ticket -

handles., then replies to local ir using rtt.