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<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>Hi Kenn,<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>Would I be able to have a copy of your handbook too?<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 style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>Kind regards<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>Jo<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><b><span style='font-size:14.0pt;font-family:"Comic Sans MS";
color:#004040'>Jo Keown,</span></b><span style='font-size:13.5pt;font-family:
"Comic Sans MS";color:#004040'> </span><i><span style='font-size:10.0pt;
font-family:"Comic Sans MS";color:#004040'>MBusAdmin(Mgt), PNA</span></i><span
style='color:#1F497D'><o:p></o:p></span></p>
<p class=MsoNormal><b><span style='color:#400040'>IS Business Analyst</span></b><span
style='color:#1F497D'><o:p></o:p></span></p>
<p class=MsoNormal><i><span style='font-size:7.5pt;font-family:"Arial","sans-serif";
color:navy'>Colorado Group Ltd <br>
100 Melbourne Street<br>
South Brisbane QLD 4101</span></i><span style='color:#1F497D'><o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:7.5pt;color:#1F497D'>Ph:
+61 7 3877 3399<br>
Mobile: 0402 697 351</span><span style='color:#1F497D'><o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:7.5pt;font-family:"Arial","sans-serif";
color:navy'>Email: </span><span style='font-size:10.0pt;font-family:"Arial","sans-serif";
color:navy'><a href="mailto:joanne.keown@coloradogroup.com.au"
title="mailto:tania.matheson@coloradogroup.com.au"><span style='font-size:7.5pt'>joanne.keown@coloradogroup.com.au</span></a><o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:5.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'><o:p> </o:p></span></p>
<p class=MsoNormal><a href="http://www.dianaferrari.com.au/"><span
style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D;
text-decoration:none'><img border=0 width=94 height=28 id="Picture_x0020_1"
src="cid:image001.png@01CBFF3E.E760B100"
alt="cid:image010.png@01CB714C.CF2A2510"></span></a><a
href="http://www.williamstheshoemen.com.au/"><span style='font-size:11.0pt;
font-family:"Calibri","sans-serif";color:#1F497D;text-decoration:none'><img
border=0 width=93 height=32 id="Picture_x0020_2"
src="cid:image002.png@01CBFF3E.E760B100"
alt="cid:image011.png@01CB714C.CF2A2510"></span></a><a
href="http://www.colorado.com.au/"><span style='font-size:11.0pt;font-family:
"Calibri","sans-serif";color:#1F497D;text-decoration:none'><img border=0
width=117 height=27 id="Picture_x0020_3"
src="cid:image003.png@01CBFF3E.E760B100"
alt="cid:image012.png@01CB714C.CF2A2510"></span></a><a
href="http://www.jag.com.au/"><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D;text-decoration:none'><img border=0 width=42 height=27
id="Picture_x0020_4" src="cid:image004.png@01CBFF3E.E760B100"
alt="cid:image013.png@01CB714C.CF2A2510"></span></a><a
href="http://www.mathers.com.au/"><span style='font-size:11.0pt;font-family:
"Calibri","sans-serif";color:#1F497D;text-decoration:none'><img border=0
width=86 height=31 id="Picture_x0020_5" src="cid:image005.png@01CBFF3E.E760B100"
alt="cid:image014.png@01CB714C.CF2A2510"></span></a><span style='font-size:
11.0pt;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'><a
href="http://www.fusioncard.com.au/"><b><span style='font-size:10.0pt;
font-family:"Arial","sans-serif";color:maroon;text-decoration:none'><img
border=0 width=68 height=45 id="Picture_x0020_6"
src="cid:image006.jpg@01CBFF3E.E760B100" alt="fusion front"></span></b></a><b><span
lang=EN-US style='font-size:10.0pt;font-family:"Arial","sans-serif";color:maroon'> Sign
up to <a href="http://www.fusioncard.com.au/">FUSION</a> now for <i>special</i>
member offers at 5 of Australia's leading fashion brands.<o:p></o:p></span></b></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'><o:p> </o:p></span></p>
<div style='border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0cm 0cm 0cm'>
<p class=MsoNormal><b><span lang=EN-US style='font-size:10.0pt;font-family:
"Tahoma","sans-serif"'>From:</span></b><span lang=EN-US style='font-size:10.0pt;
font-family:"Tahoma","sans-serif"'> rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] <b>On Behalf Of </b>Kenneth
Crocker<br>
<b>Sent:</b> Wednesday, 20 April 2011 8:30 AM<br>
<b>To:</b> rt-users@lists.bestpractical.com<br>
<b>Subject:</b> Re: [rt-users] Users Handbook<o:p></o:p></span></p>
</div>
<p class=MsoNormal><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:<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>
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<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>
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