[rt-users] Users Handbook

[Kenneth Crocker]

Raed,

Absolutely! Right now I'm prepping it to remove any company info that
shouldn't go out. Both Guides should be ready by EOD.

BTW, the guides are based on 3.8.7, including screen shots, etc.

Kenn
LBNL

On Tue, Apr 19, 2011 at 9:33 AM, Raed El-Hames <
Raed.El-Hames at daisygroupplc.com> wrote:

>  Hello Kenn:
>
>
>
> 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.
>
>
>
> Regards;
>
> Roy
>
>
>
> *From:* rt-users-bounces at lists.bestpractical.com [mailto:
> rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Kenneth Crocker
> *Sent:* 19 April 2011 00:12
> *To:* rt-users at lists.bestpractical.com
> *Subject:* Re: [rt-users] Users Handbook
>
>
>
> 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 - <#12f6e9bbf5073025__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 -<#12f6e9bbf5073025__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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