----Original Message---- From: Kenneth Crocker <[email protected] <mailto:kenneth%20crocker%20%[email protected]%3e> > To: [email protected] 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 > <[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 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: [email protected] [mailto:[email protected]] On Behalf Of Luciano Silva Sent: Wednesday, April 20, 2011 12:46 PM To: Kenneth Crocker Cc: [email protected] Subject: Re: [rt-users] Users Handbook Hi Kenn, Can I have a copy too? Thanks. -- Luciano Silva [email protected]
