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Perhaps a link via a file hosting site - that way we all can grab a copy?<br>
<br>--------------------------
<br>Sent using BlackBerry
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<b>From</b>: Nehmer Torben [mailto:torben.nehmer@cancom.de]
<br><b>Sent</b>: Tuesday, April 19, 2011 11:53 PM<br><b>To</b>: rt-users@lists.bestpractical.com <rt-users@lists.bestpractical.com>
<br><b>Subject</b>: Re: [rt-users] Users Handbook
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<div class="WordSection1"><p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D">Hi Ken,<o:p></o:p></span></p><p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D"><o:p> </o:p></span></p><p class="MsoNormal"><span lang="EN-GB" style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D">Same here too, it would be greate if I could have a copy too.<o:p></o:p></span></p><p class="MsoNormal"><span lang="EN-GB" style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D"><o:p> </o:p></span></p><div><p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D">Torben Nehmer<o:p></o:p></span></p><p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span style="font-size:7.5pt;font-family:"Calibri","sans-serif";color:#1F497D">-------<br>Torben Nehmer<br>Diplom Informatiker (FH)<br>Business System Developer</span><span style="font-family:"Calibri","sans-serif";color:#1F497D"><o:p></o:p></span></p><p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span style="font-size:7.5pt;font-family:"Calibri","sans-serif";color:#1F497D">CANCOM Deutschland GmbH<br>Messerschmittstr. 20<br>89343 Scheppach<br>Germany</span><span style="font-family:"Calibri","sans-serif";color:#1F497D"><o:p></o:p></span></p><p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span lang="EN-US" style="font-size:7.5pt;font-family:"Calibri","sans-serif";color:#1F497D">Tel.: +49 8225 - 996-1118<br>Fax: +49 8225 - 996-41118<br></span><span style="font-family:"Calibri","sans-serif";color:#1F497D"><a href="mailto:torben.nehmer@cancom.de"><span lang="EN-US" style="font-size:7.5pt">torben.nehmer@cancom.de</span></a></span><span lang="EN-US" style="font-size:10.0pt;font-family:"Calibri","sans-serif";color:#1F497D"><br></span><span style="font-size:10.0pt;font-family:"Calibri","sans-serif";color:#1F497D"><a href="http://www.cancom.de"><span lang="EN-US" style="font-size:7.5pt">www.cancom.de</span></a></span><span lang="EN-US" style="font-family:"Calibri","sans-serif";color:#1F497D"><o:p></o:p></span></p><p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span style="font-size:7.5pt;font-family:"Calibri","sans-serif";color:#1F497D">CANCOM Deutschland GmbH<br>Sitz der Gesellschaft: Jettingen-Scheppach<br>HRB 10653 Memmingen<br>Geschäftsführer: Martin Mayr, Tobias Hörmann</span><span style="font-family:"Calibri","sans-serif";color:#1F497D"><o:p></o:p></span></p><p class="MsoNormal"><span style="font-size:7.5pt;font-family:"Calibri","sans-serif";color:#1F497D">Diese E-Mail und alle mitgesendeten Dateien sind vertraulich und ausschließlich für den Gebrauch durch den Empfänger bestimmt! <br></span><span lang="EN-US" style="font-size:7.5pt;font-family:"Calibri","sans-serif";color:#1F497D">This e-mail and any files transmitted with it are confidential intended solely for the use of the addressee!</span><span lang="EN-US" style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D"><o:p></o:p></span></p></div><p class="MsoNormal"><span lang="EN-GB" style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D"><o:p> </o:p></span></p><div><div style="border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0cm 0cm 0cm"><p class="MsoNormal"><b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:windowtext">Von:</span></b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:windowtext"> rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] <b>Im Auftrag von </b>Paul O'Rorke<br><b>Gesendet:</b> Mittwoch, 20. April 2011 06:06<br><b>An:</b> rt-users@lists.bestpractical.com<br><b>Betreff:</b> Re: [rt-users] Users Handbook<o:p></o:p></span></p></div></div><p class="MsoNormal"><o:p> </o:p></p><p class="MsoNormal">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: <o:p></o:p></p><p class="MsoNormal">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: <o:p></o:p></p><p class="MsoNormal" style="margin-bottom:12.0pt">20/20,<br><br>Sure.<br><br>Kenn Crocker<o:p></o:p></p><div><p class="MsoNormal">On Tue, Apr 19, 2011 at 2:47 PM, 20/20 Lab <<a href="mailto:lab@pacbell.net">lab@pacbell.net</a>> wrote:<o:p></o:p></p><div><p class="MsoNormal">Hate to feel like I'm jumping on a bandwagon; but I would appreciate a copy as well.<br><br>-Matt <o:p></o:p></p><div><div><p class="MsoNormal"><br><br><br>On 04/19/2011 2:39 PM, Kenneth Crocker wrote: <o:p></o:p></p><p class="MsoNormal" style="margin-bottom:12.0pt">Asif,<br><br>Sure.<br><br>Kenn<o:p></o:p></p><div><p class="MsoNormal">On Tue, Apr 19, 2011 at 2:21 PM, Asif Iqbal <<a href="mailto:vadud3@gmail.com" target="_blank">vadud3@gmail.com</a>> wrote:<br><br><o:p></o:p></p><p class="MsoNormal">I like to get a copy to if that is possible.<o:p></o:p></p><div><div><p class="MsoNormal" style="margin-bottom:12.0pt"><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><o:p></o:p></p></div></div><p class="MsoNormal"><span style="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?</span><o:p></o:p></p></div><p class="MsoNormal"><o:p> </o:p></p><p class="MsoNormal"><o:p> </o:p></p></div></div></div></div><p class="MsoNormal"><o:p> </o:p></p><p class="MsoNormal" style="margin-bottom:12.0pt"><o:p> </o:p></p><div><p class="MsoNormal">-- <br>Paul O'Rorke<o:p></o:p></p><p><a href="mailto:paul@paulororke.net">paul@paulororke.net</a><br>home.: (250) 483 1456<br>cell.: (250) 732 7022<o:p></o:p></p></div></div></body></html>