[rt-users] Users Handbook

Tue Apr 19 23:56:47 EDT 2011

Hi Kenneth,

I'd appreciated a copy of the guides as well.

Regards,
Graham

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 7:10 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Users Handbook

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

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