[rt-users] Users Handbook

Wed Apr 20 14:45:37 EDT 2011

Hi Kenn,

Can I have a copy too?

Thanks.

-- 

Luciano Silva
luciano at cpd.ufrgs.br

-----Original Message-----
From: Kenneth Crocker <kfcrocker at lbl.gov>
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Users Handbook
Date: Tue, 19 Apr 2011 14:09:56 -0700

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

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