Manual for ops on duty

a page that is supposed to help the current "op on duty" in charge of typical "ops-requests" RT tickets

how to handle IRC requests

If reasonable politely ask to turn into an RT ticket in the "ops-requests" queue by either simply mailing to RT or by using the web interface. If requestor lacks a real RT user (real = not just auto-created via mail without decent permissions) and is staff, offer to create one. If user relies on email replies to a ticket ensure to use "Reply" in RT instead of just commenting.