[rt-users] Users Handbook
Paul O'Rorke
paul at paulororke.net
Wed Apr 20 00:06:17 EDT 2011
Hi Ken,
I'd love both the User and Admin if that's a possibility?
Paul
On 11-04-19 07:27 PM, Rocel M. Lacida wrote:
> Hello Ken,
> Good Day!
>
> Can I have a copy also. I really need to know more about RT.
>
> Thanks in Advance
> Rocel
>
> On 4/20/2011 6:29 AM, Kenneth Crocker wrote:
>> 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?
>>>
>>>
>>
>>
--
Paul O'Rorke
paul at paulororke.net <mailto:paul at paulororke.net>
home.: (250) 483 1456
cell.: (250) 732 7022
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