[rt-users] Users Handbook

Paul O'Rorke paul at paulororke.net
Wed Apr 20 00:06:17 EDT 2011


Hi Ken,

I'd love both the User and Admin if that's a possibility?

Paul

On 11-04-19 07:27 PM, Rocel M. Lacida wrote:
> Hello Ken,
> Good Day!
>
> Can I have a copy also. I really need to know more about RT.
>
> Thanks in Advance
> Rocel
>
> On 4/20/2011 6:29 AM, Kenneth Crocker wrote:
>> 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?
>>>
>>>
>>
>>


-- 
Paul O'Rorke

paul at paulororke.net <mailto:paul at paulororke.net>
home.: (250) 483 1456
cell.: (250) 732 7022

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