Yan,<br><br>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:<br>
<p class="MsoToc1"><span style="">1:
Introduction</span><span style="color: windowtext; display: none; text-decoration: none;"><span style="">. </span></span><span style="color: windowtext; display: none; text-decoration: none;">- 1 -</span><span style="font-size: 11pt; font-family: "Calibri","sans-serif";"></span></p>
<p class="MsoToc1"><span style="">2:
Administration</span><span style="color: windowtext; display: none; text-decoration: none;"><span style="">. </span></span><span style="color: windowtext; display: none; text-decoration: none;">- 5 -</span><span style="font-size: 11pt; font-family: "Calibri","sans-serif";"></span></p>
<p class="MsoToc1"><span style="">3:
Logging In</span><span style="color: windowtext; display: none; text-decoration: none;"><span style="">. </span></span><span style="color: windowtext; display: none; text-decoration: none;">- 7 -</span><span style="font-size: 11pt; font-family: "Calibri","sans-serif";"></span></p>
<p class="MsoToc1"><span style="">4:
Home Page</span><span style="color: windowtext; display: none; text-decoration: none;"><span style="">. </span></span><span style="color: windowtext; display: none; text-decoration: none;">- 8 -</span><span style="font-size: 11pt; font-family: "Calibri","sans-serif";"></span></p>
<p class="MsoToc1"><span style="">5:
Tickets Interface</span><span style="color: windowtext; display: none; text-decoration: none;"><span style="">. </span></span><span style="color: windowtext; display: none; text-decoration: none;">- 14 -</span><span style="font-size: 11pt; font-family: "Calibri","sans-serif";"></span></p>
<p class="MsoToc1"><span style="">6:
Common Tasks</span><span style="color: windowtext; display: none; text-decoration: none;"><span style="">. </span></span><span style="color: windowtext; display: none; text-decoration: none;">- 26 -</span><span style="font-size: 11pt; font-family: "Calibri","sans-serif";"></span></p>
<p class="MsoToc2" style=""><span style=""> Searching, Reporting & Dashboards:</span><span style="color: windowtext; display: none; text-decoration: none;"><span style=""> </span></span><span style="color: windowtext; display: none; text-decoration: none;">- 26 -</span><span style="font-size: 11pt; font-family: "Calibri","sans-serif";"></span></p>
<p class="MsoToc2" style=""><span style=""> Create a Ticket:</span><span style="color: windowtext; display: none; text-decoration: none;"><span style=""> </span></span><span style="color: windowtext; display: none; text-decoration: none;">- 26 -</span><span style="font-size: 11pt; font-family: "Calibri","sans-serif";"></span></p>
<p class="MsoToc2" style=""><span style=""> Correspondence with a Ticket:</span><span style="color: windowtext; display: none; text-decoration: none;"><span style=""> </span></span><span style="color: windowtext; display: none; text-decoration: none;">- 26 -</span><span style="font-size: 11pt; font-family: "Calibri","sans-serif";"></span></p>
<p class="MsoToc1"><span style="">7:
Ticket Owner Tasks</span><span style="color: windowtext; display: none; text-decoration: none;"><span style="">. </span></span><span style="color: windowtext; display: none; text-decoration: none;">- 27 -</span><span style="font-size: 11pt; font-family: "Calibri","sans-serif";"></span></p>
<p class="MsoToc2" style=""><span style=""> Updating Multiple Tickets (Bulk Update):</span><span style="color: windowtext; display: none; text-decoration: none;"><span style=""> </span></span><span style="color: windowtext; display: none; text-decoration: none;">- 28 -</span><span style="font-size: 11pt; font-family: "Calibri","sans-serif";"></span></p>
<p class="MsoToc2" style=""><span style=""> Initiating the Review Process:</span><span style="color: windowtext; display: none; text-decoration: none;"><span style=""> </span></span><span style="color: windowtext; display: none; text-decoration: none;">- 31 -</span><span style="font-size: 11pt; font-family: "Calibri","sans-serif";"></span></p>
<p class="MsoToc2" style=""><span style=""> Updating the Development Progress of an “Open” Ticket:</span><span style="color: windowtext; display: none; text-decoration: none;"><span style=""> </span></span><span style="color: windowtext; display: none; text-decoration: none;">- 32 -</span><span style="font-size: 11pt; font-family: "Calibri","sans-serif";"></span></p>
<p class="MsoToc2" style=""><span style=""> Managing Ticket Relationships:</span><span style="color: windowtext; display: none; text-decoration: none;"><span style=""> </span></span><span style="color: windowtext; display: none; text-decoration: none;">- 35 -</span><span style="font-size: 11pt; font-family: "Calibri","sans-serif";"></span></p>
<p class="MsoToc2" style=""><span style=""> Initiating the QA WorkFlow Process:</span><span style="color: windowtext; display: none; text-decoration: none;"><span style=""> </span></span><span style="color: windowtext; display: none; text-decoration: none;">- 35 -</span><span style="font-size: 11pt; font-family: "Calibri","sans-serif";"></span></p>
<p class="MsoToc2" style=""><span style=""> Resolving a Ticket:</span><span style="color: windowtext; display: none; text-decoration: none;"><span style=""> </span></span><span style="color: windowtext; display: none; text-decoration: none;">- 35 -</span><span style="font-size: 11pt; font-family: "Calibri","sans-serif";"></span></p>
<p class="MsoToc1"><span style="">8:
Email Interface</span><span style="color: windowtext; display: none; text-decoration: none;"><span style="">. </span></span><span style="color: windowtext; display: none; text-decoration: none;">- 36 -</span><span style="font-size: 11pt; font-family: "Calibri","sans-serif";"></span></p>
<p class="MsoToc1"><span style="">9:
Support</span><span style="color: windowtext; display: none; text-decoration: none;"><span style=""> </span></span><span style="color: windowtext; display: none; text-decoration: none;">- 38 -</span><span style="font-size: 11pt; font-family: "Calibri","sans-serif";"></span></p>
<span style="font-size: 12pt; font-family: "Times New Roman","serif";"><span style="">Appendix A: Glossary of Terms</span><a href="#_Toc290550331"><span style="color: windowtext; display: none; text-decoration: none;"><span style=""> </span></span><span style="color: windowtext; display: none; text-decoration: none;">- 39 -</span></a></span><br>
<br>This is what the TOC for the Queue Admin Guide looks like:<br><br>
<p class="MsoToc1"><span style="">1:
Introduction</span><span style="color: windowtext; display: none; text-decoration: none;"><span style="">. </span></span><span style="color: windowtext; display: none; text-decoration: none;">- 1 -</span><span style="font-size: 11pt; font-family: "Calibri","sans-serif";"></span></p>
<p class="MsoToc1"><span style="">2:
System Administration Requests</span><span style="color: windowtext; display: none; text-decoration: none;"><span style="">. </span></span><span style="color: windowtext; display: none; text-decoration: none;">- 2 -</span><span style="font-size: 11pt; font-family: "Calibri","sans-serif";"></span></p>
<p class="MsoToc2" style=""><span style=""> Request a New Queue:</span><span style="color: windowtext; display: none; text-decoration: none;"><span style=""> </span></span><span style="color: windowtext; display: none; text-decoration: none;">- 2 -</span><span style="font-size: 11pt; font-family: "Calibri","sans-serif";"></span></p>
<p class="MsoToc2" style=""><span style=""> Request a New Group:</span><span style="color: windowtext; display: none; text-decoration: none;"><span style=""> </span></span><span style="color: windowtext; display: none; text-decoration: none;">- 4 -</span><span style="font-size: 11pt; font-family: "Calibri","sans-serif";"></span></p>
<p class="MsoToc2" style=""><span style=""> Request a New Custom Field:</span><span style="color: windowtext; display: none; text-decoration: none;"><span style=""> </span></span><span style="color: windowtext; display: none; text-decoration: none;">- 6 -</span><span style="font-size: 11pt; font-family: "Calibri","sans-serif";"></span></p>
<p class="MsoToc2" style=""><span style=""> Set up Notifications:</span><span style="color: windowtext; display: none; text-decoration: none;"><span style=""> </span></span><span style="color: windowtext; display: none; text-decoration: none;">- 7 -</span><span style="font-size: 11pt; font-family: "Calibri","sans-serif";"></span></p>
<p class="MsoToc1"><span style="">3:
Queue Administration</span><span style="color: windowtext; display: none; text-decoration: none;"><span style="">. </span></span><span style="color: windowtext; display: none; text-decoration: none;">- 8 -</span><span style="font-size: 11pt; font-family: "Calibri","sans-serif";"></span></p>
<p class="MsoToc2" style=""><span style=""> Adding Members to a Group:</span><span style="color: windowtext; display: none; text-decoration: none;"><span style=""> </span></span><span style="color: windowtext; display: none; text-decoration: none;">- 8 -</span><span style="font-size: 11pt; font-family: "Calibri","sans-serif";"></span></p>
<p class="MsoToc2" style=""><span style=""> Configure Group Rights/Privileges:</span><span style="color: windowtext; display: none; text-decoration: none;"><span style=""> </span></span><span style="color: windowtext; display: none; text-decoration: none;">- 11 -</span><span style="font-size: 11pt; font-family: "Calibri","sans-serif";"></span></p>
<p class="MsoToc2" style=""><span style=""> Sample Instructions to Setup Access Rights for a Queue:</span><span style="color: windowtext; display: none; text-decoration: none;"><span style=""> </span></span><span style="color: windowtext; display: none; text-decoration: none;">- 11 -</span><span style="font-size: 11pt; font-family: "Calibri","sans-serif";"></span></p>
<p class="MsoToc2" style=""><span style=""> Apply a Custom Field to a Queue:</span><span style="color: windowtext; display: none; text-decoration: none;"><span style=""> </span></span><span style="color: windowtext; display: none; text-decoration: none;">- 17 -</span><span style="font-size: 11pt; font-family: "Calibri","sans-serif";"></span></p>
<p class="MsoToc2" style=""><span style=""> Project Management:</span><span style="color: windowtext; display: none; text-decoration: none;"><span style=""> </span></span><span style="color: windowtext; display: none; text-decoration: none;">- 22 -</span><span style="font-size: 11pt; font-family: "Calibri","sans-serif";"></span></p>
<p class="MsoToc2" style=""><span style=""> Calendar View of Tickets:</span><span style="color: windowtext; display: none; text-decoration: none;"><span style=""> </span></span><span style="color: windowtext; display: none; text-decoration: none;">- 22 -</span><span style="font-size: 11pt; font-family: "Calibri","sans-serif";"></span></p>
<p class="MsoToc2" style=""><span style=""> Dashboards for Systematic Reporting:</span><span style="color: windowtext; display: none; text-decoration: none;"><span style=""> </span></span><span style="color: windowtext; display: none; text-decoration: none;">- 22 -</span><span style="font-size: 11pt; font-family: "Calibri","sans-serif";"></span></p>
<p class="MsoToc2" style=""><span style=""> Initiating the Review Process:</span><span style="color: windowtext; display: none; text-decoration: none;"><span style=""> </span></span><span style="color: windowtext; display: none; text-decoration: none;">- 22 -</span><span style="font-size: 11pt; font-family: "Calibri","sans-serif";"></span></p>
<p class="MsoToc2" style=""><span style=""> Initiating the QA WorkFlow Process:</span><span style="color: windowtext; display: none; text-decoration: none;"><span style=""> </span></span><span style="color: windowtext; display: none; text-decoration: none;">- 22 -</span><span style="font-size: 11pt; font-family: "Calibri","sans-serif";"></span></p>
<p class="MsoToc2" style=""><span style=""> Resolving a Ticket:</span><span style="color: windowtext; display: none; text-decoration: none;"><span style=""> </span></span><span style="color: windowtext; display: none; text-decoration: none;">- 22 -</span><span style="font-size: 11pt; font-family: "Calibri","sans-serif";"></span></p>
<p class="MsoToc1"><span style="">4:
Support</span><span style="color: windowtext; display: none; text-decoration: none;"><span style=""> </span></span><span style="color: windowtext; display: none; text-decoration: none;">- 23 -</span><span style="font-size: 11pt; font-family: "Calibri","sans-serif";"></span></p>
<p class="MsoToc1"><span style="">Appendix
A: Glossary of Terms</span><span style="color: windowtext; display: none; text-decoration: none;"><span style="">. </span></span><span style="color: windowtext; display: none; text-decoration: none;">- 24 -</span><span style="font-size: 11pt; font-family: "Calibri","sans-serif";"></span></p>
<span style="font-size: 12pt; font-family: "Times New Roman","serif";"><span style="">Appendix B: Rights and Privileges</span><a href="#_Toc290550099"><span style="color: windowtext; display: none; text-decoration: none;"><span style=""> </span></span><span style="color: windowtext; display: none; text-decoration: none;">- 25 -</span></a></span><br>
<br>I also have a System Admin Guide but I'm sure you aren't interested in that. Let me know.<br><br>Kenn<br>LBNL<br><br><div class="gmail_quote">On Mon, Apr 18, 2011 at 2:22 PM, Yan Seiner <span dir="ltr"><<a href="mailto:yan@seiner.com">yan@seiner.com</a>></span> wrote:<br>
<blockquote class="gmail_quote" style="margin: 0pt 0pt 0pt 0.8ex; border-left: 1px solid rgb(204, 204, 204); padding-left: 1ex;">Is there a Users Handbook available? I will be deploying RT as a pilot<br>
project and would like to have some materials for the users to refer to.<br>
<br>
--Yan<br>
<font color="#888888"><br>
<br>
--<br>
If you have eight hours to chop down a tree<br>
spend six sharpening your axe.<br>
--Abraham Lincoln<br>
<br>
</font></blockquote></div><br>