20/20,<br><br>Sure.<br><br>Kenn Crocker<br><br><div class="gmail_quote">On Tue, Apr 19, 2011 at 2:47 PM, 20/20 Lab <span dir="ltr"><<a href="mailto:lab@pacbell.net">lab@pacbell.net</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 bgcolor="#ffffff" text="#000000">
Hate to feel like I'm jumping on a bandwagon; but I would appreciate
a copy as well.<br>
<br>
-Matt<div><div></div><div class="h5"><br>
<br>
<br>
On 04/19/2011 2:39 PM, Kenneth Crocker wrote:
<blockquote type="cite">Asif,<br>
<br>
Sure.<br>
<br>
Kenn<br>
<br>
<div class="gmail_quote">On Tue, Apr 19, 2011 at 2:21 PM, Asif
Iqbal <span dir="ltr"><<a href="mailto:vadud3@gmail.com" target="_blank">vadud3@gmail.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;">
I like to get a copy to if that is possible.<br>
<div>
<div><br>
<br>
On Tue, Apr 19, 2011 at 5:09 PM, Kenneth Crocker <<a href="mailto:kfcrocker@lbl.gov" target="_blank">kfcrocker@lbl.gov</a>>
wrote:<br>
> Jason, Miachael, Yan, Kevin, Raed, Tyler & Drew,<br>
><br>
> I will certainly mail each of you a copy of both the
User's Guide as well as<br>
> the Queue Admin Guide. You must keep in mind that
this documentation is<br>
> tailored towards the way we do things here at LBNL.
We have over 100 Queues<br>
> that are used to support Application
Projects/Systems/Support. In most<br>
> cases, we have a WorkFlow process that includes
Review & Approval of<br>
> requests before being moved to the support Queue as
well as QA procedures<br>
> that allow for separate approval of QA test results
(by another team or the<br>
> requestors, etc) before migration to production &
Resolution. That means I<br>
> the documentation will be referring to Ticket Status
values we added, Custom<br>
> Fields & Scrips created for these processes.<br>
><br>
> As long as you guys plan to rip out what you don't
need, it can be useful as<br>
> a baseline of instruction on understanding
terminology, privileges,<br>
> notification scrips, searching & reporting
(including dashboards), and on.<br>
><br>
> I hope it will be useful for you.<br>
><br>
> I'll be sending them out in a couple of hours.<br>
><br>
> Kenn<br>
> LBNL<br>
><br>
> On Tue, Apr 19, 2011 at 1:40 PM, Jason Ledford <<a href="mailto:jledford@biltmore.com" target="_blank">jledford@biltmore.com</a>><br>
> wrote:<br>
>><br>
>> Can I get a copy?<br>
>><br>
>><br>
>><br>
>> From: <a href="mailto:rt-users-bounces@lists.bestpractical.com" target="_blank">rt-users-bounces@lists.bestpractical.com</a><br>
>> [mailto:<a href="mailto:rt-users-bounces@lists.bestpractical.com" target="_blank">rt-users-bounces@lists.bestpractical.com</a>]
On Behalf Of Kenneth<br>
>> Crocker<br>
>><br>
>> Sent: Tuesday, April 19, 2011 3:15 PM<br>
>> To: <a href="mailto:rt-users@lists.bestpractical.com" target="_blank">rt-users@lists.bestpractical.com</a><br>
>> Subject: Re: [rt-users] Users Handbook<br>
>><br>
>><br>
>><br>
>> Raed & Kevin,<br>
>><br>
>> I'll have to send these to your individual email
address as the User's<br>
>> list will stop it cause the attachments are so
large.<br>
>><br>
>> Kenn<br>
>> LBNL<br>
>><br>
>> On Tue, Apr 19, 2011 at 9:48 AM, Kenneth Crocker
<<a href="mailto:kfcrocker@lbl.gov" target="_blank">kfcrocker@lbl.gov</a>><br>
>> wrote:<br>
>><br>
>> Raed,<br>
>><br>
>> Absolutely! Right now I'm prepping it to remove
any company info that<br>
>> 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<br>
>><br>
>><br>
>><br>
>> On Tue, Apr 19, 2011 at 9:33 AM, Raed El-Hames<br>
>> <<a href="mailto:Raed.El-Hames@daisygroupplc.com" target="_blank">Raed.El-Hames@daisygroupplc.com</a>>
wrote:<br>
>><br>
>> Hello Kenn:<br>
>><br>
>><br>
>><br>
>> Ist possible you can share your Users Guide ,
I’ve been planning to make<br>
>> one for my users in here for a while, but other
work keep cropping up, and<br>
>> any help starting this will be useful.<br>
>><br>
>><br>
>><br>
>> Regards;<br>
>><br>
>> Roy<br>
>><br>
>><br>
>><br>
>> From: <a href="mailto:rt-users-bounces@lists.bestpractical.com" target="_blank">rt-users-bounces@lists.bestpractical.com</a><br>
>> [mailto:<a href="mailto:rt-users-bounces@lists.bestpractical.com" target="_blank">rt-users-bounces@lists.bestpractical.com</a>]
On Behalf Of Kenneth<br>
>> Crocker<br>
>> Sent: 19 April 2011 00:12<br>
>> To: <a href="mailto:rt-users@lists.bestpractical.com" target="_blank">rt-users@lists.bestpractical.com</a><br>
>> Subject: Re: [rt-users] Users Handbook<br>
>><br>
>><br>
>><br>
>> Yan,<br>
>><br>
>> I developed some guides for our user's. It has a
Glossary of terms and<br>
>> references tp Privileges (the Admin guide).
However, it refers to workflow<br>
>> functions and scrip that we developed that might
not be in sync with what<br>
>> you do. This is what the TOC for the User's Guide
looks like:<br>
>><br>
>> 1: Introduction. - 1 -<br>
>><br>
>> 2: Administration. - 5 -<br>
>><br>
>> 3: Logging In. - 7 -<br>
>><br>
>> 4: Home Page. - 8 -<br>
>><br>
>> 5: Tickets Interface. - 14 -<br>
>><br>
>> 6: Common Tasks. - 26 -<br>
>><br>
>> Searching, Reporting & Dashboards: - 26 -<br>
>><br>
>> Create a Ticket: - 26 -<br>
>><br>
>> Correspondence with a Ticket: - 26 -<br>
>><br>
>> 7: Ticket Owner Tasks. - 27 -<br>
>><br>
>> Updating Multiple Tickets (Bulk Update): - 28
-<br>
>><br>
>> Initiating the Review Process: - 31 -<br>
>><br>
>> Updating the Development Progress of an
“Open” Ticket: - 32 -<br>
>><br>
>> Managing Ticket Relationships: - 35 -<br>
>><br>
>> Initiating the QA WorkFlow Process: - 35 -<br>
>><br>
>> Resolving a Ticket: - 35 -<br>
>><br>
>> 8: Email Interface. - 36 -<br>
>><br>
>> 9: Support - 38 -<br>
>><br>
>> Appendix A: Glossary of Terms - 39 -<br>
>><br>
>> This is what the TOC for the Queue Admin Guide
looks like:<br>
>><br>
>> 1: Introduction. - 1 -<br>
>><br>
>> 2: System Administration Requests. - 2 -<br>
>><br>
>> Request a New Queue: - 2 -<br>
>><br>
>> Request a New Group: - 4 -<br>
>><br>
>> Request a New Custom Field: - 6 -<br>
>><br>
>> Set up Notifications: - 7 -<br>
>><br>
>> 3: Queue Administration. - 8 -<br>
>><br>
>> Adding Members to a Group: - 8 -<br>
>><br>
>> Configure Group Rights/Privileges: - 11 -<br>
>><br>
>> Sample Instructions to Setup Access Rights
for a Queue: - 11 -<br>
>><br>
>> Apply a Custom Field to a Queue: - 17 -<br>
>><br>
>> Project Management: - 22 -<br>
>><br>
>> Calendar View of Tickets: - 22 -<br>
>><br>
>> Dashboards for Systematic Reporting: - 22 -<br>
>><br>
>> Initiating the Review Process: - 22 -<br>
>><br>
>> Initiating the QA WorkFlow Process: - 22 -<br>
>><br>
>> Resolving a Ticket: - 22 -<br>
>><br>
>> 4: Support - 23 -<br>
>><br>
>> Appendix A: Glossary of Terms. - 24 -<br>
>><br>
>> Appendix B: Rights and Privileges - 25 -<br>
>><br>
>> I also have a System Admin Guide but I'm sure you
aren't interested in<br>
>> that. Let me know.<br>
>><br>
>> Kenn<br>
>> LBNL<br>
>><br>
>> On Mon, Apr 18, 2011 at 2:22 PM, Yan Seiner <<a href="mailto:yan@seiner.com" target="_blank">yan@seiner.com</a>>
wrote:<br>
>><br>
>> 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>
>><br>
>><br>
>> --<br>
>> If you have eight hours to chop down a tree<br>
>> spend six sharpening your axe.<br>
>> --Abraham Lincoln<br>
>><br>
>><br>
>><br>
>><br>
>><br>
>><br>
><br>
<br>
<br>
<br>
</div>
</div>
<font color="#888888">--<br>
Asif Iqbal<br>
PGP Key: 0xE62693C5 KeyServer: <a href="http://pgp.mit.edu" target="_blank">pgp.mit.edu</a><br>
A: Because it messes up the order in which people normally
read text.<br>
Q: Why is top-posting such a bad thing?<br>
</font></blockquote>
</div>
<br>
</blockquote>
<br>
</div></div></div>
</blockquote></div><br>