[rt-users] Users Handbook

Kenneth Crocker kfcrocker at lbl.gov
Tue Apr 19 17:39:10 EDT 2011


Asif,

Sure.

Kenn

On Tue, Apr 19, 2011 at 2:21 PM, Asif Iqbal <vadud3 at gmail.com> wrote:

> I like to get a copy to if that is possible.
>
>
> On Tue, Apr 19, 2011 at 5:09 PM, Kenneth Crocker <kfcrocker at lbl.gov>
> wrote:
> > Jason, Miachael, Yan, Kevin, Raed, Tyler & Drew,
> >
> > 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.
> >
> > 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.
> >
> > I hope it will be useful for you.
> >
> > I'll be sending them out in a couple of hours.
> >
> > Kenn
> > LBNL
> >
> > On Tue, Apr 19, 2011 at 1:40 PM, Jason Ledford <jledford at biltmore.com>
> > wrote:
> >>
> >> Can I get a copy?
> >>
> >>
> >>
> >> From: rt-users-bounces at lists.bestpractical.com
> >> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth
> >> Crocker
> >>
> >> Sent: Tuesday, April 19, 2011 3:15 PM
> >> To: rt-users at lists.bestpractical.com
> >> Subject: Re: [rt-users] Users Handbook
> >>
> >>
> >>
> >> 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 -
> >>
> >> 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 -
> >>
> >> 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
> >>
> >>
> >>
> >>
> >>
> >>
> >
>
>
>
> --
> Asif Iqbal
> PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
> A: Because it messes up the order in which people normally read text.
> Q: Why is top-posting such a bad thing?
>
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