[rt-users] Users Handbook

Tue Apr 19 18:29:51 EDT 2011

20/20,

Sure.

Kenn Crocker

On Tue, Apr 19, 2011 at 2:47 PM, 20/20 Lab <lab at pacbell.net> wrote:

>  Hate to feel like I'm jumping on a bandwagon; but I would appreciate a
> copy as well.
>
> -Matt
>
>
>
> On 04/19/2011 2:39 PM, Kenneth Crocker wrote:
>
> 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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