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    Hi Ken,<br>
    <br>
    I'd love both the User and Admin if that's a possibility?<br>
    <br>
    Paul<br>
    <br>
    On 11-04-19 07:27 PM, Rocel M. Lacida wrote:
    <blockquote cite="mid:4DAE44A9.9080906@biz.phisl.net" type="cite">
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      Hello Ken,<br>
      Good Day!<br>
      <br>
      Can I have a copy also. I really need to know more about RT.<br>
      <br>
      Thanks in Advance<br>
      Rocel<br>
      <br>
      On 4/20/2011 6:29 AM, Kenneth Crocker wrote:
      <blockquote
        cite="mid:BANLkTimDtS2Z7wZ_r-0SAYyFzqhPq_tbVA@mail.gmail.com"
        type="cite">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 moz-do-not-send="true"
              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 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
                          moz-do-not-send="true"
                          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 moz-do-not-send="true"
                              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 moz-do-not-send="true"
                              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 moz-do-not-send="true"
                              href="mailto:rt-users-bounces@lists.bestpractical.com"
                              target="_blank">rt-users-bounces@lists.bestpractical.com</a><br>
                            >> [mailto:<a moz-do-not-send="true"
                              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 moz-do-not-send="true"
                              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
                              moz-do-not-send="true"
                              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 moz-do-not-send="true"
                              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 moz-do-not-send="true"
                              href="mailto:rt-users-bounces@lists.bestpractical.com"
                              target="_blank">rt-users-bounces@lists.bestpractical.com</a><br>
                            >> [mailto:<a moz-do-not-send="true"
                              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 moz-do-not-send="true"
                              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 moz-do-not-send="true"
                              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>
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                        <font color="#888888">--<br>
                          Asif Iqbal<br>
                          PGP Key: 0xE62693C5 KeyServer: <a
                            moz-do-not-send="true"
                            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>
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      Paul O'Rorke<br>
      <p><a href="mailto:paul@paulororke.net">paul@paulororke.net</a><br>
        home.: (250) 483 1456<br>
        cell.: (250) 732 7022<br>
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