Kenn Can I get a copy as well?
Thanks Dustin On Apr 19, 2011 7:50 PM, "Joanne Keown" <[email protected]> wrote: > Hi Kenn, > Would I be able to have a copy of your handbook too? > > Kind regards > Jo > > Jo Keown, MBusAdmin(Mgt), PNA > IS Business Analyst > Colorado Group Ltd > 100 Melbourne Street > South Brisbane QLD 4101 > Ph: +61 7 3877 3399 > Mobile: 0402 697 351 > Email: [email protected]<mailto: [email protected]> > > [cid:[email protected]]<http://www.dianaferrari.com.au/ >[cid:[email protected]]<http://www.williamstheshoemen.com.au/ >[cid:[email protected]]<http://www.colorado.com.au/ >[cid:[email protected]]<http://www.jag.com.au/ >[cid:[email protected]]<http://www.mathers.com.au/> > [cid:[email protected]]<http://www.fusioncard.com.au/> Sign up to FUSION<http://www.fusioncard.com.au/> now for special member offers at 5 of Australia's leading fashion brands. > > From: [email protected] [mailto: [email protected]] On Behalf Of Kenneth Crocker > Sent: Wednesday, 20 April 2011 8:30 AM > To: [email protected] > Subject: Re: [rt-users] Users Handbook > > 20/20, > > Sure. > > Kenn Crocker > On Tue, Apr 19, 2011 at 2:47 PM, 20/20 Lab <[email protected]<mailto: [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]<mailto: [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] <mailto:[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] <mailto:[email protected]>> >> wrote: >>> >>> Can I get a copy? >>> >>> >>> >>> From: [email protected]<mailto: [email protected]> >>> [mailto:[email protected]<mailto: [email protected]>] On Behalf Of Kenneth >>> Crocker >>> >>> Sent: Tuesday, April 19, 2011 3:15 PM >>> To: [email protected]<mailto: [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] <mailto:[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]<mailto:[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]> >>> [mailto:[email protected]<mailto: [email protected]>] On Behalf Of Kenneth >>> Crocker >>> Sent: 19 April 2011 00:12 >>> To: [email protected]<mailto: [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]<mailto: [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<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? > > >
