20/20, Sure.
Kenn Crocker On Tue, Apr 19, 2011 at 2:47 PM, 20/20 Lab <[email protected]> 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 <[email protected]> wrote: > >> 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? >> > > >
