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?
