doc/support/Coordination.md

 This page describes the role of the help desk coordinator. This role is currently handled by Colin "Phoul" Childs.
 
-= Tasks =
+# Tasks
 
 The support help desk coordinator handles the following tasks:
 
- * Listowner of the ''support-team-private'' mailing list.
- * Administrator for the Request Tracker installation at [wiki:org/operations/Infrastructure/rt.torproject.org rt.torproject.org].
+ * Listowner of the _support-team-private_ mailing list.
+ * Administrator for the Request Tracker installation at [rt.torproject.org](./org/operations/Infrastructure/rt.torproject.org).
  * Keeping the list of known issues at https://help.torproject.org/ up to date.
- * Sending monthly reports on the [https://lists.torproject.org/cgi-bin/mailman/listinfo/tor-reports tor-reports] mailing list.
+ * Sending monthly reports on the [tor-reports](https://lists.torproject.org/cgi-bin/mailman/listinfo/tor-reports) mailing list.
  * Make the life of support assistants as good as it can be.
  * Be the contact point for other parts of the project regarding help desk matters.
  * Lead discussions about non-technical aspects of help requests to conclusions.
- * Maintain the [https://gitweb.torproject.org/support-tools `support-tools` Git repository].
- * Keep an eye on the [wiki:doc/support/Calendar calendar] for the 'help' queue.
+ * Maintain the [`support-tools` Git repository](https://gitweb.torproject.org/support-tools).
+ * Keep an eye on the [calendar](./doc/support/Calendar) for the 'help' queue.
 
-= Howto =
+# Howto
 
-== Create accounts for webchat / stats ==
+## Create accounts for webchat / stats
  * Login to the VM "moschatum"
  * Navigate to /srv/support.torproject.org/pups
  * Run "sudo -u support python manage.py createuser username password"
  * Open a Trac ticket for a new account on moschatum's Prosody installation (same username as pups)
  * Send credentials for pups / prosody to support assistant
 
-== Manage the private mailing list ==
+## Manage the private mailing list
 
 Administration of the private mailing list is done through
-[https://lists.torproject.org/cgi-bin/mailman/admin/support-team-private Mailman web interface].
+[Mailman web interface](https://lists.torproject.org/cgi-bin/mailman/admin/support-team-private).
 
-== Create the monthly report ==
+## Create the monthly report
 
 To create the monthly report chart, one should use the script
 `rude.torproject.org:/srv/rtstuff/support-tools/monthly-report/monthly_stats.py`.
 
-Also, each month data need to be added for the quarterly reports for the [https://gitweb.torproject.org/support-tools.git/tree/HEAD:/queue-graphs/data business graph] and for the [https://gitweb.torproject.org/support-tools.git/tree/HEAD:/response-time/dataresponse time graph].
+Also, each month data need to be added for the quarterly reports for the [business graph](https://gitweb.torproject.org/support-tools.git/tree/HEAD:/queue-graphs/data) and for the [time graph](https://gitweb.torproject.org/support-tools.git/tree/HEAD:/response-time/dataresponse).
 
 Data for the business graph is generated by `monthly_stats`. Data for the response time graph is generated by running `rude.torproject.org:/srv/rtstuff/support-tools/response-time/response_time.py`.
 
-== Read/only access to the RT database ==
+## Read/only access to the RT database
 
 Member of the `rtfolks` group can have read-only access to the RT database. The password
 can be found in `/srv/rtstuff/db-info`.
 
 To connect to the database, one can use:
 
-{{{
+```
 psql "host=drobovi.torproject.org sslmode=require user=rtreader dbname=rt"
-}}}
+```
 
-=== Number of tickets per week ===
+### Number of tickets per week
 
-{{{
+```
     SELECT COUNT(tickets.id),
            CONCAT_WS(' ', DATE_PART('year', tickets.created),
                           TO_CHAR(date_part('week', tickets.created), '99')) AS d
@@ -59,13 +59,13 @@ psql "host=drobovi.torproject.org sslmode=require user=rtreader dbname=rt"
     WHERE queues.name LIKE 'help%'
     GROUP BY d
     ORDER BY d;
-}}}
+```
 
-== Extract the most frequently used articles ==
+## Extract the most frequently used articles
 
-'''Replace the dates.'''
+**Replace the dates.**
 
-{{{
+```
    SELECT COUNT(tickets.id) as usage, articles.name as article
      FROM queues, tickets, links, articles
     WHERE queues.name = 'help'
@@ -77,13 +77,13 @@ psql "host=drobovi.torproject.org sslmode=require user=rtreader dbname=rt"
       AND articles.id = TO_NUMBER(SUBSTRING(links.target from '[0-9]+$'), '9999999')
     GROUP BY articles.id
     ORDER BY usage DESC;
-}}}
+```
 
-=== Graphs of activity for the past month ===
+### Graphs of activity for the past month
 
 Using Gnuplot:
 
-{{{
+```
 set terminal pngcairo enhanced size 600,400
 set style fill solid 1.0 border
 set border linewidth 1.0
@@ -106,11 +106,11 @@ plot "<
   ssh rude.torproject.org psql \\\"host=drobovi.torproject.org sslmode=require user=rtreader dbname=rt\\\" | \
   sed 's/|//'                                                                                                \
 " using 1:xtic(2) with boxes title "new tickets"
-}}}
+```
 
-=== Get the most recent version of each RT articles ===
+### Get the most recent version of each RT articles
 
-{{{
+```
 SELECT classes.name AS class,
        articles.name AS title,
        CASE WHEN objectcustomfieldvalues.content != '' THEN objectcustomfieldvalues.content
@@ -130,16 +130,16 @@ SELECT classes.name AS class,
             ORDER BY objectcustomfieldvalues.lastupdated DESC
             LIMIT 1)
  ORDER BY classes.id, articles.id;
-}}}
+```
 
-= Assets =
+# Assets
 
 The support help desk coordinator needs the following assets to perform their duties:
 
  * Administration password for the support-team-private mailing list.
  * Being owner in the support-team-private mailing list configuration.
- * Commit access to [https://gitweb.torproject.org/project/help/wiki.git help wiki Git repository].
- * Shell access to [https://db.torproject.org/machines.cgi?host=rude rude.torproject.org].
+ * Commit access to [help wiki Git repository](https://gitweb.torproject.org/project/help/wiki.git).
+ * Shell access to [rude.torproject.org](https://db.torproject.org/machines.cgi?host=rude).
  * LDAP account member of the `rtfolks` group.
  * LDAP account member of the `support` group.
  * `root` password for Request Tracker.