<p>Kenn</p>
<p>Can I get a copy as well? </p>
<p>Thanks<br>
Dustin</p>
<div class="gmail_quote">On Apr 19, 2011 7:50 PM, "Joanne Keown" <<a href="mailto:Joanne.Keown@coloradogroup.com.au">Joanne.Keown@coloradogroup.com.au</a>> wrote:<br type="attribution">> Hi Kenn,<br>> Would I be able to have a copy of your handbook too?<br>
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> <br>> From: <a href="mailto:rt-users-bounces@lists.bestpractical.com">rt-users-bounces@lists.bestpractical.com</a> [mailto:<a href="mailto:rt-users-bounces@lists.bestpractical.com">rt-users-bounces@lists.bestpractical.com</a>] On Behalf Of Kenneth Crocker<br>
> Sent: Wednesday, 20 April 2011 8:30 AM<br>> To: <a href="mailto:rt-users@lists.bestpractical.com">rt-users@lists.bestpractical.com</a><br>> Subject: Re: [rt-users] Users Handbook<br>> <br>> 20/20,<br>> <br>
> Sure.<br>> <br>> Kenn Crocker<br>> On Tue, Apr 19, 2011 at 2:47 PM, 20/20 Lab <<a href="mailto:lab@pacbell.net">lab@pacbell.net</a><mailto:<a href="mailto:lab@pacbell.net">lab@pacbell.net</a>>> wrote:<br>
> Hate to feel like I'm jumping on a bandwagon; but I would appreciate a copy as well.<br>> <br>> -Matt<br>> <br>> <br>> <br>> On 04/19/2011 2:39 PM, Kenneth Crocker wrote:<br>> Asif,<br>> <br>
> Sure.<br>> <br>> Kenn<br>> On Tue, Apr 19, 2011 at 2:21 PM, Asif Iqbal <<a href="mailto:vadud3@gmail.com">vadud3@gmail.com</a><mailto:<a href="mailto:vadud3@gmail.com">vadud3@gmail.com</a>>> wrote:<br>
> I like to get a copy to if that is possible.<br>> <br>> <br>> On Tue, Apr 19, 2011 at 5:09 PM, Kenneth Crocker <<a href="mailto:kfcrocker@lbl.gov">kfcrocker@lbl.gov</a><mailto:<a href="mailto:kfcrocker@lbl.gov">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">jledford@biltmore.com</a><mailto:<a href="mailto:jledford@biltmore.com">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">rt-users-bounces@lists.bestpractical.com</a><mailto:<a href="mailto:rt-users-bounces@lists.bestpractical.com">rt-users-bounces@lists.bestpractical.com</a>><br>
>>> [mailto:<a href="mailto:rt-users-bounces@lists.bestpractical.com">rt-users-bounces@lists.bestpractical.com</a><mailto:<a href="mailto:rt-users-bounces@lists.bestpractical.com">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">rt-users@lists.bestpractical.com</a><mailto:<a href="mailto:rt-users@lists.bestpractical.com">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">kfcrocker@lbl.gov</a><mailto:<a href="mailto:kfcrocker@lbl.gov">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">Raed.El-Hames@daisygroupplc.com</a><mailto:<a href="mailto:Raed.El-Hames@daisygroupplc.com">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">rt-users-bounces@lists.bestpractical.com</a><mailto:<a href="mailto:rt-users-bounces@lists.bestpractical.com">rt-users-bounces@lists.bestpractical.com</a>><br>
>>> [mailto:<a href="mailto:rt-users-bounces@lists.bestpractical.com">rt-users-bounces@lists.bestpractical.com</a><mailto:<a href="mailto:rt-users-bounces@lists.bestpractical.com">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">rt-users@lists.bestpractical.com</a><mailto:<a href="mailto:rt-users@lists.bestpractical.com">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">yan@seiner.com</a><mailto:<a href="mailto:yan@seiner.com">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>> Asif Iqbal<br>> PGP Key: 0xE62693C5 KeyServer: <a href="http://pgp.mit.edu">pgp.mit.edu</a><<a href="http://pgp.mit.edu">http://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>> <br>> <br>> <br></div>