[rt-users] Users Handbook

Tue Apr 19 19:55:09 EDT 2011

Kenn

Can I get a copy as well?

Thanks
Dustin
On Apr 19, 2011 7:50 PM, "Joanne Keown" <Joanne.Keown at coloradogroup.com.au>
wrote:
> Hi Kenn,
> Would I be able to have a copy of your handbook too?
>
> Kind regards
> Jo
>
> Jo Keown, MBusAdmin(Mgt), PNA
> IS Business Analyst
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>
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> From: rt-users-bounces at lists.bestpractical.com [mailto:
rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth Crocker
> Sent: Wednesday, 20 April 2011 8:30 AM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Users Handbook
>
> 20/20,
>
> Sure.
>
> Kenn Crocker
> On Tue, Apr 19, 2011 at 2:47 PM, 20/20 Lab <lab at pacbell.net<mailto:
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<mailto:
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
<mailto: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
<mailto: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>
>>> [mailto: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<mailto:
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
<mailto: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<mailto: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>
>>> [mailto: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<mailto:
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<mailto:
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<http://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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