[rt-users] Users Handbook

[Kenneth Crocker]

Yan,

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:

1: Introduction. - 1 -

2: Administration. - 5 -

3: Logging In. - 7 -

4: Home Page. - 8 -

5: Tickets Interface. - 14 -

6: Common Tasks. - 26 -

    Searching, Reporting & Dashboards: - 26 -

    Create a Ticket: - 26 -

    Correspondence with a Ticket: - 26 -

7: Ticket Owner Tasks. - 27 -

    Updating Multiple Tickets (Bulk Update): - 28 -

    Initiating the Review Process: - 31 -

    Updating the Development Progress of an “Open” Ticket: - 32 -

    Managing Ticket Relationships: - 35 -

    Initiating the QA WorkFlow Process: - 35 -

    Resolving a Ticket: - 35 -

8: Email Interface. - 36 -

9: Support - 38 -
Appendix A: Glossary of Terms  - 39 - <#_Toc290550331>

This is what the TOC for the Queue Admin Guide looks like:

1: Introduction. - 1 -

2: System Administration Requests. - 2 -

    Request a New Queue: - 2 -

    Request a New Group: - 4 -

    Request a New Custom Field: - 6 -

    Set up Notifications: - 7 -

3: Queue Administration. - 8 -

    Adding Members to a Group: - 8 -

    Configure Group Rights/Privileges: - 11 -

    Sample Instructions to Setup Access Rights for a Queue: - 11 -

    Apply a Custom Field to a Queue: - 17 -

    Project Management: - 22 -

    Calendar View of Tickets: - 22 -

    Dashboards for Systematic Reporting: - 22 -

    Initiating the Review Process: - 22 -

    Initiating the QA WorkFlow Process: - 22 -

    Resolving a Ticket: - 22 -

4: Support - 23 -

Appendix A: Glossary of Terms. - 24 -
Appendix B: Rights and Privileges  - 25 - <#_Toc290550099>

I also have a System Admin Guide but I'm sure you aren't interested in that.
Let me know.

Kenn
LBNL

On Mon, Apr 18, 2011 at 2:22 PM, Yan Seiner <yan at seiner.com> wrote:

> Is there a Users Handbook available?  I will be deploying RT as a pilot
> project and would like to have some materials for the users to refer to.
>
> --Yan
>
>
> --
> If you have eight hours to chop down a tree
> spend six sharpening your axe.
> --Abraham Lincoln
>
>
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