[rt-users] Users Handbook

Tue Apr 19 20:21:52 EDT 2011

Hi Ken,

I too would really love to get a copy of your two guides. They look
excellent, and would be a godsend to me. All the Website operations at
the Council on Foreign Relations in New York run via RT.

Thanks much,
Tom Davey

On Tue, Apr 19, 2011 at 7:55 PM, Dustin Berube <dustin.berube at gmail.com> wrote:
> 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
>> Colorado Group Ltd
>> 100 Melbourne Street
>> South Brisbane QLD 4101
>> Ph: +61 7 3877 3399
>> Mobile: 0402 697 351
>> Email:
>> joanne.keown at coloradogroup.com.au<mailto:joanne.keown at coloradogroup.com.au>
>>
>>
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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?
>>
>>
>>
>

-- 
--
Tom Davey
tom at tomdavey.com
New York NY USA