Your goal
Your primary goal is that of keeping the bug-tracking list efficient and clean. There are three fundamental issues you have to address:
Checking for new user questions and responding to them


NOTE: most of the operations on the bugs web page which are not just reading messages require you to check in as an administrator, going through this link (you should have registered as an "administrator" during your first day of shift ).

User questions are posted on the cdf_software_help mailing list, and reach the cdf-bugs Jitter Bug Tracking System in parallel.
First of all become familiar with the Jitter interface, connecting to it as a guest with the above link.
Basically you will see a list of folders, each with its own link. Each folder contains messages organized by topic (or "thread") that is, each message comes automatically with all the replies/followups appended. As an exercise try picking a particular folder and click on a message Id:you will be shown a new page which contains the original message, the list of replies and followups.
The typical operations you might want to do here are:
A good fraction of the messages is sent to cdf_software_help but also cc'd to some expert. Make sure that to the best of your knowledge the expert invoked is the right one, or otherwise forward the message to the proper expert.
If the message is not cc'd to some expert, or however if the question is still open you should follow the sequence:
Classification of solved problems


The main message folder you are concerned about is the one called "incoming" ( here).
You have to go through the messages in this folder, see which ones still have no response and which ones need to be moved to other folders (using the rightmost field in the folder page, in the column "Move To"). Move the ones which have a complete thread to the appropriate sub folder, according to the nature of the problem discussed.

Thread maintenance


When the reply or followup to the problem is not submitted through jitter itself (this happens often) the reply to the message is not automatically classified by jitter in the same thread. Your job is then that of grouping these under the same thread.
First of all log on cdfsga as cdf-bugs using the cdfopr kerberos ticket. (Remember that you have to go through the merry-go-round local terminal - cdfopr/fcdflnx3 - cdf-bugs/cdfsga)
Then cd to bug_tracking/incoming.
This directory contains a bunch of files, each one of which is a different message or reply to it.
The message id, as listed in the first column of the table in the jitter folder web page, identifies the thread and is common to the message and all the replies and follow ups.
For example, the message with Id 4347 is stored as the file
bug_tracking/incoming/4347
The first reply will be stored in:
bug_tracking/incoming/4347.reply.1
The second as:
bug_tracking/incoming/4347.reply.2
and so on... Followups are similarly stored as:
bug_tracking/incoming/4347.followup.1

So, if you realize that message 4387 is a followup to message 4347, you have to: Refresh your bugs web page to check that everything worked fine: message 4387 must have disappeared as a new entry in the incoming folder and you should find it appended as the last entry in the followups for message 4347.