Raed & Kevin,<br><br>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.<br><br>Kenn<br>LBNL<br><br><div class="gmail_quote">On Tue, Apr 19, 2011 at 9:48 AM, Kenneth Crocker <span dir="ltr"><<a href="mailto:kfcrocker@lbl.gov">kfcrocker@lbl.gov</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;">Raed,<br><br>Absolutely! Right now I'm prepping it to remove any company info that shouldn't go out. Both Guides should be ready by EOD.<br>
<br>BTW, the guides are based on 3.8.7, including screen shots, etc.<br><br>
Kenn<br>LBNL<div><div></div><div class="h5"><br><br><div class="gmail_quote">On Tue, Apr 19, 2011 at 9:33 AM, Raed El-Hames <span dir="ltr"><<a href="mailto:Raed.El-Hames@daisygroupplc.com" target="_blank">Raed.El-Hames@daisygroupplc.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;">
<div link="blue" vlink="purple" lang="EN-GB">
<div>
<p class="MsoNormal"><span style="color: rgb(31, 73, 125);">Hello Kenn:</span></p>
<p class="MsoNormal"><span style="color: rgb(31, 73, 125);"> </span></p>
<p class="MsoNormal"><span style="color: rgb(31, 73, 125);">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. </span></p>
<p class="MsoNormal"><span style="color: rgb(31, 73, 125);"> </span></p>
<p class="MsoNormal"><span style="color: rgb(31, 73, 125);">Regards;</span></p>
<p class="MsoNormal"><span style="color: rgb(31, 73, 125);">Roy</span></p>
<p class="MsoNormal"><span style="color: rgb(31, 73, 125);"> </span></p>
<div style="border-width: medium medium medium 1.5pt; border-style: none none none solid; border-color: -moz-use-text-color -moz-use-text-color -moz-use-text-color blue; padding: 0cm 0cm 0cm 4pt;">
<div>
<div style="border-width: 1pt medium medium; border-style: solid none none; border-color: rgb(181, 196, 223) -moz-use-text-color -moz-use-text-color; padding: 3pt 0cm 0cm;">
<p class="MsoNormal"><b><span style="font-size: 10pt;" lang="EN-US">From:</span></b><span style="font-size: 10pt;" lang="EN-US"> <a href="mailto:rt-users-bounces@lists.bestpractical.com" target="_blank">rt-users-bounces@lists.bestpractical.com</a> [mailto:<a href="mailto:rt-users-bounces@lists.bestpractical.com" target="_blank">rt-users-bounces@lists.bestpractical.com</a>]
<b>On Behalf Of </b>Kenneth Crocker<br>
<b>Sent:</b> 19 April 2011 00:12<br>
<b>To:</b> <a href="mailto:rt-users@lists.bestpractical.com" target="_blank">rt-users@lists.bestpractical.com</a><br>
<b>Subject:</b> Re: [rt-users] Users Handbook</span></p>
</div>
</div><div><div></div><div>
<p class="MsoNormal"> </p>
<p class="MsoNormal">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:</p>
<p>1: Introduction. - 1 -</p>
<p>2: Administration. - 5 -</p>
<p>3: Logging In. - 7 -</p>
<p>4: Home Page. - 8 -</p>
<p>5: Tickets Interface. - 14 -</p>
<p>6: Common Tasks. - 26 -</p>
<p> Searching, Reporting & Dashboards: - 26 -</p>
<p> Create a Ticket: - 26 -</p>
<p> Correspondence with a Ticket: - 26 -</p>
<p>7: Ticket Owner Tasks. - 27 -</p>
<p> Updating Multiple Tickets (Bulk Update): - 28 -</p>
<p> Initiating the Review Process: - 31 -</p>
<p> Updating the Development Progress of an “Open” Ticket: - 32 -</p>
<p> Managing Ticket Relationships: - 35 -</p>
<p> Initiating the QA WorkFlow Process: - 35 -</p>
<p> Resolving a Ticket: - 35 -</p>
<p>8: Email Interface. - 36 -</p>
<p>9: Support - 38 -</p>
<p class="MsoNormal" style="margin-bottom: 12pt;">Appendix A: Glossary of Terms<a href="#12f6ea9a4fbdc8c2_12f6e9bbf5073025__Toc290550331"><span style="color: windowtext; text-decoration: none;"> - 39 -</span></a><br>
<br>
This is what the TOC for the Queue Admin Guide looks like:</p>
<p>1: Introduction. - 1 -</p>
<p>2: System Administration Requests. - 2 -</p>
<p> Request a New Queue: - 2 -</p>
<p> Request a New Group: - 4 -</p>
<p> Request a New Custom Field: - 6 -</p>
<p> Set up Notifications: - 7 -</p>
<p>3: Queue Administration. - 8 -</p>
<p> Adding Members to a Group: - 8 -</p>
<p> Configure Group Rights/Privileges: - 11 -</p>
<p> Sample Instructions to Setup Access Rights for a Queue: - 11 -</p>
<p> Apply a Custom Field to a Queue: - 17 -</p>
<p> Project Management: - 22 -</p>
<p> Calendar View of Tickets: - 22 -</p>
<p> Dashboards for Systematic Reporting: - 22 -</p>
<p> Initiating the Review Process: - 22 -</p>
<p> Initiating the QA WorkFlow Process: - 22 -</p>
<p> Resolving a Ticket: - 22 -</p>
<p>4: Support - 23 -</p>
<p>Appendix A: Glossary of Terms. - 24 -</p>
<p class="MsoNormal" style="margin-bottom: 12pt;">Appendix B: Rights and Privileges<a href="#12f6ea9a4fbdc8c2_12f6e9bbf5073025__Toc290550099"><span style="color: windowtext; text-decoration: none;"> - 25 -</span></a><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</p>
<div>
<p class="MsoNormal">On Mon, Apr 18, 2011 at 2:22 PM, Yan Seiner <<a href="mailto:yan@seiner.com" target="_blank">yan@seiner.com</a>> wrote:</p>
<p class="MsoNormal" style="margin-bottom: 12pt;">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>
<span style="color: rgb(136, 136, 136);"><br>
<br>
--<br>
If you have eight hours to chop down a tree<br>
spend six sharpening your axe.<br>
--Abraham Lincoln</span></p>
</div>
<p class="MsoNormal"> </p>
</div></div></div>
</div>
</div>
</blockquote></div><br>
</div></div></blockquote></div><br>