[rt-users] Users Handbook

[Eli Guzman]

----Original Message----
From: Kenneth Crocker <kfcrocker at lbl.gov
<mailto:Kenneth%20Crocker%20%3ckfcrocker at lbl.gov%3e> > 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



I know this thread is getting inundated with requests, but hey can I
get a copy as well, we could certainly make good use of it. 

Regards,
Eli

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Luciano
Silva Sent: Wednesday, April 20, 2011 12:46 PM To: Kenneth Crocker
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Users Handbook


Hi Kenn,

Can I have a copy too?

Thanks.


-- 
Luciano Silva
luciano at cpd.ufrgs.br