[rt-users] Users Handbook

Wed Apr 20 08:12:36 EDT 2011

Hi Ken,

I would appreciate if you can send one to me too.

Thanks

Naweed 

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Rocel M.
Lacida
Sent: Tuesday, April 19, 2011 10:28 PM
To: Kenneth Crocker
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Users Handbook

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> 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> 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>
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>
> wrote:
>>
>> Can I get a copy?
>>
>>
>>
>> From: 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
>> 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>
>> 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> 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] On Behalf Of
Kenneth
>> Crocker
>> Sent: 19 April 2011 00:12
>> To: 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> 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
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?

-----------------------------------------
The information contained in this e-mail message is intended only
for the personal and confidential use of the recipient(s) named
above. This message may be an attorney-client communication and/or
work product and as such is privileged and confidential. If the
reader of this message is not the intended recipient or an agent
responsible for delivering it to the intended recipient, you are
hereby notified that you have received this document in error and
that any review, dissemination, distribution, or copying of this
message is strictly prohibited. If you have received this
communication in error, please notify us immediately by e-mail, and
delete the original message.
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20110420/163c9a3d/attachment.htm>