[rt-users] Users Handbook

[Kenneth Crocker]

Raed & Kevin,

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.

Kenn
LBNL

On Tue, Apr 19, 2011 at 9:48 AM, Kenneth Crocker <kfcrocker at lbl.gov> wrote:

> 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 -<#12f6ea9a4fbdc8c2_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 -<#12f6ea9a4fbdc8c2_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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