[rt-users] Users Handbook

Tue Apr 19 19:39:54 EDT 2011

Hi Kenn,
Would I be able to have a copy of your handbook too?

Kind regards
Jo

Jo Keown, MBusAdmin(Mgt), PNA
IS Business Analyst
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Mobile:   0402 697 351
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From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth Crocker
Sent: Wednesday, 20 April 2011 8:30 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Users Handbook

20/20,

Sure.

Kenn Crocker
On Tue, Apr 19, 2011 at 2:47 PM, 20/20 Lab <lab at pacbell.net<mailto:lab at pacbell.net>> wrote:
Hate to feel like I'm jumping on a bandwagon; but I would appreciate a copy as well.

-Matt

On 04/19/2011 2:39 PM, Kenneth Crocker wrote:
Asif,

Sure.

Kenn
On Tue, Apr 19, 2011 at 2:21 PM, Asif Iqbal <vadud3 at gmail.com<mailto:vadud3 at gmail.com>> wrote:
I like to get a copy to if that is possible.

On Tue, Apr 19, 2011 at 5:09 PM, Kenneth Crocker <kfcrocker at lbl.gov<mailto:kfcrocker at lbl.gov>> wrote:
> Jason, Miachael, Yan, Kevin, Raed, Tyler & Drew,
>
> I will certainly mail each of you a copy of both the User's Guide as well as
> the Queue Admin Guide. You must keep in mind that this documentation is
> tailored towards the way we do things here at LBNL. We have over 100 Queues
> that are used to support Application Projects/Systems/Support. In most
> cases, we have a WorkFlow process that includes Review & Approval of
> requests before being moved to the support Queue as well as QA procedures
> that allow for separate approval of QA test results (by another team or the
> requestors, etc) before migration to production & Resolution. That means I
> the documentation will be referring to Ticket Status values we added, Custom
> Fields & Scrips created for these processes.
>
> As long as you guys plan to rip out what you don't need, it can be useful as
> a baseline of instruction on understanding terminology, privileges,
> notification scrips, searching & reporting (including dashboards), and on.
>
> I hope it will be useful for you.
>
> I'll be sending them out in a couple of hours.
>
> Kenn
> LBNL
>
> On Tue, Apr 19, 2011 at 1:40 PM, Jason Ledford <jledford at biltmore.com<mailto:jledford at biltmore.com>>
> wrote:
>>
>> Can I get a copy?
>>
>>
>>
>> From: rt-users-bounces at lists.bestpractical.com<mailto:rt-users-bounces at lists.bestpractical.com>
>> [mailto:rt-users-bounces at lists.bestpractical.com<mailto:rt-users-bounces at lists.bestpractical.com>] On Behalf Of Kenneth
>> Crocker
>>
>> Sent: Tuesday, April 19, 2011 3:15 PM
>> To: rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>
>> Subject: Re: [rt-users] Users Handbook
>>
>>
>>
>> Raed & Kevin,
>>
>> I'll have to send these to your individual email address as the User's
>> list will stop it cause the attachments are so large.
>>
>> Kenn
>> LBNL
>>
>> On Tue, Apr 19, 2011 at 9:48 AM, Kenneth Crocker <kfcrocker at lbl.gov<mailto:kfcrocker at lbl.gov>>
>> wrote:
>>
>> Raed,
>>
>> Absolutely! Right now I'm prepping it to remove any company info that
>> shouldn't go out. Both Guides should be ready by EOD.
>>
>> BTW, the guides are based on 3.8.7, including screen shots, etc.
>>
>> Kenn
>> LBNL
>>
>>
>>
>> On Tue, Apr 19, 2011 at 9:33 AM, Raed El-Hames
>> <Raed.El-Hames at daisygroupplc.com<mailto:Raed.El-Hames at daisygroupplc.com>> wrote:
>>
>> Hello Kenn:
>>
>>
>>
>> Ist possible you can share your Users Guide , I've been planning to make
>> one for my users in here for a while, but other work keep cropping up, and
>> any help starting this will be useful.
>>
>>
>>
>> Regards;
>>
>> Roy
>>
>>
>>
>> From: rt-users-bounces at lists.bestpractical.com<mailto:rt-users-bounces at lists.bestpractical.com>
>> [mailto:rt-users-bounces at lists.bestpractical.com<mailto:rt-users-bounces at lists.bestpractical.com>] On Behalf Of Kenneth
>> Crocker
>> Sent: 19 April 2011 00:12
>> To: rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>
>> Subject: Re: [rt-users] Users Handbook
>>
>>
>>
>> Yan,
>>
>> I developed some guides for our user's. It has a Glossary of terms and
>> references tp Privileges (the Admin guide). However, it refers to workflow
>> functions and scrip that we developed that might not be in sync with what
>> you do. This is what the TOC for the User's Guide looks like:
>>
>> 1: Introduction. - 1 -
>>
>> 2: Administration. - 5 -
>>
>> 3: Logging In. - 7 -
>>
>> 4: Home Page. - 8 -
>>
>> 5: Tickets Interface. - 14 -
>>
>> 6: Common Tasks. - 26 -
>>
>>     Searching, Reporting & Dashboards: - 26 -
>>
>>     Create a Ticket: - 26 -
>>
>>     Correspondence with a Ticket: - 26 -
>>
>> 7: Ticket Owner Tasks. - 27 -
>>
>>     Updating Multiple Tickets (Bulk Update): - 28 -
>>
>>     Initiating the Review Process: - 31 -
>>
>>     Updating the Development Progress of an "Open" Ticket: - 32 -
>>
>>     Managing Ticket Relationships: - 35 -
>>
>>     Initiating the QA WorkFlow Process: - 35 -
>>
>>     Resolving a Ticket: - 35 -
>>
>> 8: Email Interface. - 36 -
>>
>> 9: Support - 38 -
>>
>> Appendix A: Glossary of Terms  - 39 -
>>
>> This is what the TOC for the Queue Admin Guide looks like:
>>
>> 1: Introduction. - 1 -
>>
>> 2: System Administration Requests. - 2 -
>>
>>     Request a New Queue: - 2 -
>>
>>     Request a New Group: - 4 -
>>
>>     Request a New Custom Field: - 6 -
>>
>>     Set up Notifications: - 7 -
>>
>> 3: Queue Administration. - 8 -
>>
>>     Adding Members to a Group: - 8 -
>>
>>     Configure Group Rights/Privileges: - 11 -
>>
>>     Sample Instructions to Setup Access Rights for a Queue: - 11 -
>>
>>     Apply a Custom Field to a Queue: - 17 -
>>
>>     Project Management: - 22 -
>>
>>     Calendar View of Tickets: - 22 -
>>
>>     Dashboards for Systematic Reporting: - 22 -
>>
>>     Initiating the Review Process: - 22 -
>>
>>     Initiating the QA WorkFlow Process: - 22 -
>>
>>     Resolving a Ticket: - 22 -
>>
>> 4: Support - 23 -
>>
>> Appendix A: Glossary of Terms. - 24 -
>>
>> Appendix B: Rights and Privileges  - 25 -
>>
>> I also have a System Admin Guide but I'm sure you aren't interested in
>> that. Let me know.
>>
>> Kenn
>> LBNL
>>
>> On Mon, Apr 18, 2011 at 2:22 PM, Yan Seiner <yan at seiner.com<mailto:yan at seiner.com>> wrote:
>>
>> Is there a Users Handbook available?  I will be deploying RT as a pilot
>> project and would like to have some materials for the users to refer to.
>>
>> --Yan
>>
>>
>> --
>> If you have eight hours to chop down a tree
>> spend six sharpening your axe.
>> --Abraham Lincoln
>>
>>
>>
>>
>>
>>
>

--
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu<http://pgp.mit.edu>
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?

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