<br><font size=2 face="sans-serif">Hello Kenn,</font>
<br>
<br><font size=2 face="sans-serif">i'm also intersted in having a copy
of both documents.</font>
<br>
<br><font size=2 face="sans-serif">As i've started a similar document as
a baseline for instruction to new technicians, i'm considering translating
the baseline paragraphs to french.</font>
<br><font size=2 face="sans-serif">It may be usefull for other french RT
user's.</font>
<br>
<br><font size=2 face="sans-serif">Raphaël</font>
<br>
<br>
<br>
<br>
<table width=100%>
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<td width=40%><font size=1 face="sans-serif"><b>Kenneth Crocker <kfcrocker@lbl.gov></b>
</font>
<br><font size=1 face="sans-serif">Envoyé par : rt-users-bounces@lists.bestpractical.com</font>
<p><font size=1 face="sans-serif">19/04/2011 23:10</font>
<td width=59%>
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<td>
<div align=right><font size=1 face="sans-serif">A</font></div>
<td><font size=1 face="sans-serif">rt-users@lists.bestpractical.com</font>
<tr valign=top>
<td>
<div align=right><font size=1 face="sans-serif">cc</font></div>
<td>
<tr valign=top>
<td>
<div align=right><font size=1 face="sans-serif">Objet</font></div>
<td><font size=1 face="sans-serif">Re: [rt-users] Users Handbook</font></table>
<br>
<table>
<tr valign=top>
<td>
<td></table>
<br></table>
<br>
<br>
<br><font size=3>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<br>
</font>
<br><font size=3>On Tue, Apr 19, 2011 at 1:40 PM, Jason Ledford <</font><a href=mailto:jledford@biltmore.com><font size=3 color=blue><u>jledford@biltmore.com</u></font></a><font size=3>>
wrote:</font>
<p><font size=2 color=#004080>Can I get a copy?</font>
<p><font size=2 color=#004080> </font>
<p><font size=2><b>From:</b> </font><a href="mailto:rt-users-bounces@lists.bestpractical.com" target=_blank><font size=2 color=blue><u>rt-users-bounces@lists.bestpractical.com</u></font></a><font size=2>
[mailto:</font><a href="mailto:rt-users-bounces@lists.bestpractical.com" target=_blank><font size=2 color=blue><u>rt-users-bounces@lists.bestpractical.com</u></font></a><font size=2>]
<b>On Behalf Of </b>Kenneth Crocker</font>
<br><font size=2><b><br>
Sent:</b> Tuesday, April 19, 2011 3:15 PM</font>
<p><font size=2><b>To:</b> </font><a href="mailto:rt-users@lists.bestpractical.com" target=_blank><font size=2 color=blue><u>rt-users@lists.bestpractical.com</u></font></a><font size=2><b><br>
Subject:</b> Re: [rt-users] Users Handbook</font>
<p><font size=3> </font>
<p><font size=3>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</font>
<p><font size=3>On Tue, Apr 19, 2011 at 9:48 AM, Kenneth Crocker <</font><a href=mailto:kfcrocker@lbl.gov target=_blank><font size=3 color=blue><u>kfcrocker@lbl.gov</u></font></a><font size=3>>
wrote:</font>
<p><font size=3>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</font>
<p><font size=3> </font>
<p><font size=3>On Tue, Apr 19, 2011 at 9:33 AM, Raed El-Hames <</font><a href="mailto:Raed.El-Hames@daisygroupplc.com" target=_blank><font size=3 color=blue><u>Raed.El-Hames@daisygroupplc.com</u></font></a><font size=3>>
wrote:</font>
<p><font size=3 color=#004080>Hello Kenn:</font>
<p><font size=3 color=#004080> </font>
<p><font size=3 color=#004080>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.
</font>
<p><font size=3 color=#004080> </font>
<p><font size=3 color=#004080>Regards;</font>
<p><font size=3 color=#004080>Roy</font>
<p><font size=3 color=#004080> </font>
<p><font size=2><b>From:</b> </font><a href="mailto:rt-users-bounces@lists.bestpractical.com" target=_blank><font size=2 color=blue><u>rt-users-bounces@lists.bestpractical.com</u></font></a><font size=2>
[mailto:</font><a href="mailto:rt-users-bounces@lists.bestpractical.com" target=_blank><font size=2 color=blue><u>rt-users-bounces@lists.bestpractical.com</u></font></a><font size=2>]
<b>On Behalf Of </b>Kenneth Crocker<b><br>
Sent:</b> 19 April 2011 00:12<b><br>
To:</b> </font><a href="mailto:rt-users@lists.bestpractical.com" target=_blank><font size=2 color=blue><u>rt-users@lists.bestpractical.com</u></font></a><font size=2><b><br>
Subject:</b> Re: [rt-users] Users Handbook</font>
<p><font size=3> </font>
<p><font size=3>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:</font>
<p><font size=3>1: Introduction. - 1 -</font>
<p><font size=3>2: Administration. - 5 -</font>
<p><font size=3>3: Logging In. - 7 -</font>
<p><font size=3>4: Home Page. - 8 -</font>
<p><font size=3>5: Tickets Interface. - 14 -</font>
<p><font size=3>6: Common Tasks. - 26 -</font>
<p><font size=3> Searching, Reporting & Dashboards:
- 26 -</font>
<p><font size=3> Create a Ticket: - 26 -</font>
<p><font size=3> Correspondence with a Ticket: - 26 -</font>
<p><font size=3>7: Ticket Owner Tasks. - 27 -</font>
<p><font size=3> Updating Multiple Tickets (Bulk Update):
- 28 -</font>
<p><font size=3> Initiating the Review Process: - 31
-</font>
<p><font size=3> Updating the Development Progress of
an “Open” Ticket: - 32 -</font>
<p><font size=3> Managing Ticket Relationships: - 35
-</font>
<p><font size=3> Initiating the QA WorkFlow Process:
- 35 -</font>
<p><font size=3> Resolving a Ticket: - 35 -</font>
<p><font size=3>8: Email Interface. - 36 -</font>
<p><font size=3>9: Support - 38 -</font>
<p><font size=3>Appendix A: Glossary of Terms</font><a href=#12f6f7e4caccebdd_12f6ea9a4fbdc8c2_12f6e9bbf5073025__Toc2><font size=3 color=blue>
- 39 -</font></a><font size=3><br>
<br>
This is what the TOC for the Queue Admin Guide looks like:</font>
<p><font size=3>1: Introduction. - 1 -</font>
<p><font size=3>2: System Administration Requests. - 2 -</font>
<p><font size=3> Request a New Queue: - 2 -</font>
<p><font size=3> Request a New Group: - 4 -</font>
<p><font size=3> Request a New Custom Field: - 6 -</font>
<p><font size=3> Set up Notifications: - 7 -</font>
<p><font size=3>3: Queue Administration. - 8 -</font>
<p><font size=3> Adding Members to a Group: - 8 -</font>
<p><font size=3> Configure Group Rights/Privileges: -
11 -</font>
<p><font size=3> Sample Instructions to Setup Access
Rights for a Queue: - 11 -</font>
<p><font size=3> Apply a Custom Field to a Queue: - 17
-</font>
<p><font size=3> Project Management: - 22 -</font>
<p><font size=3> Calendar View of Tickets: - 22 -</font>
<p><font size=3> Dashboards for Systematic Reporting:
- 22 -</font>
<p><font size=3> Initiating the Review Process: - 22
-</font>
<p><font size=3> Initiating the QA WorkFlow Process:
- 22 -</font>
<p><font size=3> Resolving a Ticket: - 22 -</font>
<p><font size=3>4: Support - 23 -</font>
<p><font size=3>Appendix A: Glossary of Terms. - 24 -</font>
<p><font size=3>Appendix B: Rights and Privileges</font><a href=#12f6f7e4caccebdd_12f6ea9a4fbdc8c2_12f6e9bbf5073025__Toc2><font size=3 color=blue>
- 25 -</font></a><font size=3><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</font>
<p><font size=3>On Mon, Apr 18, 2011 at 2:22 PM, Yan Seiner <</font><a href=mailto:yan@seiner.com target=_blank><font size=3 color=blue><u>yan@seiner.com</u></font></a><font size=3>>
wrote:</font>
<p><font size=3>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</font><font size=3 color=#8f8f8f><br>
<br>
<br>
--<br>
If you have eight hours to chop down a tree<br>
spend six sharpening your axe.<br>
--Abraham Lincoln</font>
<p><font size=3> </font>
<p><font size=3> </font>
<p><font size=3> </font>
<p>
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