I like to get a copy to if that is possible.
On Tue, Apr 19, 2011 at 5:09 PM, Kenneth Crocker <[email protected]> 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 <[email protected]> > wrote: >> >> Can I get a copy? >> >> >> >> From: [email protected] >> [mailto:[email protected]] On Behalf Of Kenneth >> Crocker >> >> Sent: Tuesday, April 19, 2011 3:15 PM >> To: [email protected] >> 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 <[email protected]> >> 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 >> <[email protected]> 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: [email protected] >> [mailto:[email protected]] On Behalf Of Kenneth >> Crocker >> Sent: 19 April 2011 00:12 >> To: [email protected] >> 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 <[email protected]> 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 A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing?
