<html xmlns:v="urn:schemas-microsoft-com:vml" xmlns:o="urn:schemas-microsoft-com:office:office" xmlns:w="urn:schemas-microsoft-com:office:word" xmlns:m="http://schemas.microsoft.com/office/2004/12/omml" xmlns="http://www.w3.org/TR/REC-html40"><head><META HTTP-EQUIV="Content-Type" CONTENT="text/html; charset=us-ascii"><meta name=Generator content="Microsoft Word 12 (filtered medium)"><style><!--
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</o:shapelayout></xml><![endif]--></head><body lang=EN-US link=blue vlink=purple><div class=WordSection1><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>Hi Kenneth,<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'>I’d appreciated a copy of the guides as well.<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'>Regards,<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>Graham<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><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"'>From:</span></b><span 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 7:10 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'>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 the Queue Admin Guide. You must keep in mind that this documentation is tailored towards the way we do things here at LBNL. We have over 100 Queues that are used to support Application Projects/Systems/Support. In most cases, we have a WorkFlow process that includes Review & Approval of requests before being moved to the support Queue as well as QA procedures that allow for separate approval of QA test results (by another team or the requestors, etc) before migration to production & Resolution. That means I the documentation will be referring to Ticket Status values we added, Custom 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 a baseline of instruction on understanding terminology, privileges, 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<o:p></o:p></p><div><p class=MsoNormal>On Tue, Apr 19, 2011 at 1:40 PM, Jason Ledford <<a href="mailto:jledford@biltmore.com">jledford@biltmore.com</a>> wrote:<o:p></o:p></p><div><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:11.0pt;color:#1F497D'>Can I get a copy?</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:11.0pt;color:#1F497D'> </span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><b><span style='font-size:10.0pt'>From:</span></b><span style='font-size:10.0pt'> <a href="mailto:rt-users-bounces@lists.bestpractical.com" target="_blank">rt-users-bounces@lists.bestpractical.com</a> [mailto:<a href="mailto:rt-users-bounces@lists.bestpractical.com" target="_blank">rt-users-bounces@lists.bestpractical.com</a>] <b>On Behalf Of </b>Kenneth Crocker<o:p></o:p></span></p><div><p class=MsoNormal><span style='font-size:10.0pt'><br><b>Sent:</b> Tuesday, April 19, 2011 3:15 PM<o:p></o:p></span></p></div><div><div><p class=MsoNormal><b><span style='font-size:10.0pt'>To:</span></b><span style='font-size:10.0pt'> <a href="mailto:rt-users@lists.bestpractical.com" target="_blank">rt-users@lists.bestpractical.com</a><br><b>Subject:</b> Re: [rt-users] Users Handbook<o:p></o:p></span></p></div></div><div><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;margin-bottom:12.0pt'>Raed & Kevin,<br><br>I'll have to send these to your individual email address as the User's list will stop it cause the attachments are so large.<br><br>Kenn<br>LBNL<o:p></o:p></p><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'>On Tue, Apr 19, 2011 at 9:48 AM, Kenneth Crocker <<a href="mailto:kfcrocker@lbl.gov" target="_blank">kfcrocker@lbl.gov</a>> wrote:<o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'>Raed,<br><br>Absolutely! Right now I'm prepping it to remove any company info that 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<o:p></o:p></p><div><div><p class=MsoNormal style='mso-margin-top-alt:auto;margin-bottom:12.0pt'> <o:p></o:p></p><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'>On Tue, Apr 19, 2011 at 9:33 AM, Raed El-Hames <<a href="mailto:Raed.El-Hames@daisygroupplc.com" target="_blank">Raed.El-Hames@daisygroupplc.com</a>> wrote:<o:p></o:p></p><div><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span lang=EN-GB style='color:#1F497D'>Hello Kenn:</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span lang=EN-GB style='color:#1F497D'> </span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span lang=EN-GB style='color:#1F497D'>Ist possible you can share your Users Guide , I’ve been planning to make one for my users in here for a while, but other work keep cropping up, and any help starting this will be useful. </span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span lang=EN-GB style='color:#1F497D'> </span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span lang=EN-GB style='color:#1F497D'>Regards;</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span lang=EN-GB style='color:#1F497D'>Roy</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span lang=EN-GB style='color:#1F497D'> </span><o:p></o:p></p><div style='border:none;border-left:solid windowtext 1.5pt;padding:0cm 0cm 0cm 4.0pt;border-color:-moz-use-text-color -moz-use-text-color -moz-use-text-color blue'><div><div style='border:none;border-top:solid windowtext 1.0pt;padding:3.0pt 0cm 0cm 0cm;border-color:-moz-use-text-color'><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><b><span style='font-size:10.0pt'>From:</span></b><span style='font-size:10.0pt'> <a href="mailto:rt-users-bounces@lists.bestpractical.com" target="_blank">rt-users-bounces@lists.bestpractical.com</a> [mailto:<a href="mailto:rt-users-bounces@lists.bestpractical.com" target="_blank">rt-users-bounces@lists.bestpractical.com</a>] <b>On Behalf Of </b>Kenneth Crocker<br><b>Sent:</b> 19 April 2011 00:12<br><b>To:</b> <a href="mailto:rt-users@lists.bestpractical.com" target="_blank">rt-users@lists.bestpractical.com</a><br><b>Subject:</b> Re: [rt-users] Users Handbook</span><o:p></o:p></p></div></div><div><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span lang=EN-GB> </span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span lang=EN-GB>Yan,<br><br>I developed some guides for our user's. It has a Glossary of terms and references tp Privileges (the Admin guide). However, it refers to workflow functions and scrip that we developed that might not be in sync with what you do. This is what the TOC for the User's Guide looks like:</span><o:p></o:p></p><p><span lang=EN-GB>1: Introduction. - 1 -</span><o:p></o:p></p><p><span lang=EN-GB>2: Administration. - 5 -</span><o:p></o:p></p><p><span lang=EN-GB>3: Logging In. - 7 -</span><o:p></o:p></p><p><span lang=EN-GB>4: Home Page. - 8 -</span><o:p></o:p></p><p><span lang=EN-GB>5: Tickets Interface. - 14 -</span><o:p></o:p></p><p><span lang=EN-GB>6: Common Tasks. - 26 -</span><o:p></o:p></p><p><span lang=EN-GB> Searching, Reporting & Dashboards: - 26 -</span><o:p></o:p></p><p><span lang=EN-GB> Create a Ticket: - 26 -</span><o:p></o:p></p><p><span lang=EN-GB> Correspondence with a Ticket: - 26 -</span><o:p></o:p></p><p><span lang=EN-GB>7: Ticket Owner Tasks. - 27 -</span><o:p></o:p></p><p><span lang=EN-GB> Updating Multiple Tickets (Bulk Update): - 28 -</span><o:p></o:p></p><p><span lang=EN-GB> Initiating the Review Process: - 31 -</span><o:p></o:p></p><p><span lang=EN-GB> Updating the Development Progress of an “Open” Ticket: - 32 -</span><o:p></o:p></p><p><span lang=EN-GB> Managing Ticket Relationships: - 35 -</span><o:p></o:p></p><p><span lang=EN-GB> Initiating the QA WorkFlow Process: - 35 -</span><o:p></o:p></p><p><span lang=EN-GB> Resolving a Ticket: - 35 -</span><o:p></o:p></p><p><span lang=EN-GB>8: Email Interface. - 36 -</span><o:p></o:p></p><p><span lang=EN-GB>9: Support - 38 -</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;margin-bottom:12.0pt'><span lang=EN-GB>Appendix A: Glossary of Terms<a href="#12f6f7e4caccebdd_12f6ea9a4fbdc8c2_12f6e"><span style='color:windowtext;text-decoration:none'> - 39 -</span></a><br><br>This is what the TOC for the Queue Admin Guide looks like:</span><o:p></o:p></p><p><span lang=EN-GB>1: Introduction. - 1 -</span><o:p></o:p></p><p><span lang=EN-GB>2: System Administration Requests. - 2 -</span><o:p></o:p></p><p><span lang=EN-GB> Request a New Queue: - 2 -</span><o:p></o:p></p><p><span lang=EN-GB> Request a New Group: - 4 -</span><o:p></o:p></p><p><span lang=EN-GB> Request a New Custom Field: - 6 -</span><o:p></o:p></p><p><span lang=EN-GB> Set up Notifications: - 7 -</span><o:p></o:p></p><p><span lang=EN-GB>3: Queue Administration. - 8 -</span><o:p></o:p></p><p><span lang=EN-GB> Adding Members to a Group: - 8 -</span><o:p></o:p></p><p><span lang=EN-GB> Configure Group Rights/Privileges: - 11 -</span><o:p></o:p></p><p><span lang=EN-GB> Sample Instructions to Setup Access Rights for a Queue: - 11 -</span><o:p></o:p></p><p><span lang=EN-GB> Apply a Custom Field to a Queue: - 17 -</span><o:p></o:p></p><p><span lang=EN-GB> Project Management: - 22 -</span><o:p></o:p></p><p><span lang=EN-GB> Calendar View of Tickets: - 22 -</span><o:p></o:p></p><p><span lang=EN-GB> Dashboards for Systematic Reporting: - 22 -</span><o:p></o:p></p><p><span lang=EN-GB> Initiating the Review Process: - 22 -</span><o:p></o:p></p><p><span lang=EN-GB> Initiating the QA WorkFlow Process: - 22 -</span><o:p></o:p></p><p><span lang=EN-GB> Resolving a Ticket: - 22 -</span><o:p></o:p></p><p><span lang=EN-GB>4: Support - 23 -</span><o:p></o:p></p><p><span lang=EN-GB>Appendix A: Glossary of Terms. - 24 -</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;margin-bottom:12.0pt'><span lang=EN-GB>Appendix B: Rights and Privileges<a href="#12f6f7e4caccebdd_12f6ea9a4fbdc8c2_12f6e"><span style='color:windowtext;text-decoration:none'> - 25 -</span></a><br><br>I also have a System Admin Guide but I'm sure you aren't interested in that. Let me know.<br><br>Kenn<br>LBNL</span><o:p></o:p></p><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span lang=EN-GB>On Mon, Apr 18, 2011 at 2:22 PM, Yan Seiner <<a href="mailto:yan@seiner.com" target="_blank">yan@seiner.com</a>> wrote:</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;margin-bottom:12.0pt'><span lang=EN-GB>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><span style='color:#888888'><br><br>--<br>If you have eight hours to chop down a tree<br>spend six sharpening your axe.<br>--Abraham Lincoln</span></span><o:p></o:p></p></div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span lang=EN-GB> </span><o:p></o:p></p></div></div></div></div></div></div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p></o:p></p></div></div></div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p></o:p></p></div></div></div></div></div><p class=MsoNormal><o:p> </o:p></p></div></body></html>