Re: [rt-users] Users Handbook
Me too! :) Thanks! -Mark -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Susan McClure Sent: Wednesday, April 20, 2011 2:29 PM To: RT-Users; Ken Crocker Subject: Re: [rt-users] Users Handbook Kenn Make me a me three for the Handbook as well. Thanks ! Susie Electronic Privacy Notice. This e-mail, and any attachments, contains information that is, or may be, covered by electronic communications privacy laws, and is also confidential and proprietary in nature. If you are not the intended recipient, please be advised that you are legally prohibited from retaining, using, copying, distributing, or otherwise disclosing this information in any manner. Instead, please reply to the sender that you have received this communication in error, and then immediately delete it. Thank you in advance for your cooperation
Re: [rt-users] Users Handbook
Me too, please. Thanks.
Re: [rt-users] Users Handbook
Hi Ken, Same here too, it would be greate if I could have a copy too. Torben Nehmer --- Torben Nehmer Diplom Informatiker (FH) Business System Developer CANCOM Deutschland GmbH Messerschmittstr. 20 89343 Scheppach Germany Tel.: +49 8225 - 996-1118 Fax: +49 8225 - 996-41118 torben.neh...@cancom.demailto:torben.neh...@cancom.de www.cancom.dehttp://www.cancom.de CANCOM Deutschland GmbH Sitz der Gesellschaft: Jettingen-Scheppach HRB 10653 Memmingen Geschäftsführer: Martin Mayr, Tobias Hörmann Diese E-Mail und alle mitgesendeten Dateien sind vertraulich und ausschließlich für den Gebrauch durch den Empfänger bestimmt! This e-mail and any files transmitted with it are confidential intended solely for the use of the addressee! Von: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Paul O'Rorke Gesendet: Mittwoch, 20. April 2011 06:06 An: rt-users@lists.bestpractical.com Betreff: Re: [rt-users] Users Handbook Hi Ken, I'd love both the User and Admin if that's a possibility? Paul On 11-04-19 07:27 PM, Rocel M. Lacida wrote: Hello Ken, Good Day! Can I have a copy also. I really need to know more about RT. Thanks in Advance Rocel On 4/20/2011 6:29 AM, Kenneth Crocker wrote: 20/20, Sure. Kenn Crocker On Tue, Apr 19, 2011 at 2:47 PM, 20/20 Lab l...@pacbell.netmailto:l...@pacbell.net 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 vad...@gmail.commailto:vad...@gmail.com wrote: I like to get a copy to if that is possible. On Tue, Apr 19, 2011 at 5:09 PM, Kenneth Crocker kfcroc...@lbl.govmailto:kfcroc...@lbl.gov 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 jledf...@biltmore.commailto:jledf...@biltmore.com wrote: Can I get a copy? From: rt-users-boun...@lists.bestpractical.commailto:rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.commailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: Tuesday, April 19, 2011 3:15 PM To: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com 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 kfcroc...@lbl.govmailto:kfcroc...@lbl.gov 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 raed.el-ha...@daisygroupplc.commailto:raed.el-ha...@daisygroupplc.com 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: rt-users-boun...@lists.bestpractical.commailto:rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.commailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: 19 April 2011 00:12 To: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com 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
Re: [rt-users] Users Handbook
Perhaps a link via a file hosting site - that way we all can grab a copy? -- Sent using BlackBerry From: Nehmer Torben [mailto:torben.neh...@cancom.de] Sent: Tuesday, April 19, 2011 11:53 PM To: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com Subject: Re: [rt-users] Users Handbook Hi Ken, Same here too, it would be greate if I could have a copy too. Torben Nehmer --- Torben Nehmer Diplom Informatiker (FH) Business System Developer CANCOM Deutschland GmbH Messerschmittstr. 20 89343 Scheppach Germany Tel.: +49 8225 - 996-1118 Fax: +49 8225 - 996-41118 torben.neh...@cancom.demailto:torben.neh...@cancom.de www.cancom.dehttp://www.cancom.de CANCOM Deutschland GmbH Sitz der Gesellschaft: Jettingen-Scheppach HRB 10653 Memmingen Geschäftsführer: Martin Mayr, Tobias Hörmann Diese E-Mail und alle mitgesendeten Dateien sind vertraulich und ausschließlich für den Gebrauch durch den Empfänger bestimmt! This e-mail and any files transmitted with it are confidential intended solely for the use of the addressee! Von: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Paul O'Rorke Gesendet: Mittwoch, 20. April 2011 06:06 An: rt-users@lists.bestpractical.com Betreff: Re: [rt-users] Users Handbook Hi Ken, I'd love both the User and Admin if that's a possibility? Paul On 11-04-19 07:27 PM, Rocel M. Lacida wrote: Hello Ken, Good Day! Can I have a copy also. I really need to know more about RT. Thanks in Advance Rocel On 4/20/2011 6:29 AM, Kenneth Crocker wrote: 20/20, Sure. Kenn Crocker On Tue, Apr 19, 2011 at 2:47 PM, 20/20 Lab l...@pacbell.netmailto:l...@pacbell.net 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 vad...@gmail.commailto:vad...@gmail.com wrote: I like to get a copy to if that is possible. On Tue, Apr 19, 2011 at 5:09 PM, Kenneth Crocker kfcroc...@lbl.govmailto:kfcroc...@lbl.gov 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 jledf...@biltmore.commailto:jledf...@biltmore.com wrote: Can I get a copy? From: rt-users-boun...@lists.bestpractical.commailto:rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.commailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: Tuesday, April 19, 2011 3:15 PM To: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com 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 kfcroc...@lbl.govmailto:kfcroc...@lbl.gov 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 raed.el-ha...@daisygroupplc.commailto:raed.el-ha...@daisygroupplc.com 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: rt-users-boun...@lists.bestpractical.commailto:rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.commailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: 19 April 2011 00:12 To: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com Subject: Re: [rt-users] Users Handbook Yan, I developed some guides for our user's. It has a Glossary of terms
Re: [rt-users] Users Handbook
Hello Kenn, i'm also intersted in having a copy of both documents. As i've started a similar document as a baseline for instruction to new technicians, i'm considering translating the baseline paragraphs to french. It may be usefull for other french RT user's. Raphaël Kenneth Crocker kfcroc...@lbl.gov Envoyé par : rt-users-boun...@lists.bestpractical.com 19/04/2011 23:10 A rt-users@lists.bestpractical.com cc Objet Re: [rt-users] Users Handbook 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 jledf...@biltmore.com wrote: Can I get a copy? From: rt-users-boun...@lists.bestpractical.com [mailto: rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: Tuesday, April 19, 2011 3:15 PM To: rt-users@lists.bestpractical.com 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 kfcroc...@lbl.gov 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 raed.el-ha...@daisygroupplc.com 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: rt-users-boun...@lists.bestpractical.com [mailto: rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: 19 April 2011 00:12 To: rt-users@lists.bestpractical.com 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 y...@seiner.com 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
Re: [rt-users] Users Handbook
Hi Ken, I would appreciate if you can send one to me too. Thanks Naweed From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Rocel M. Lacida Sent: Tuesday, April 19, 2011 10:28 PM To: Kenneth Crocker Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Users Handbook Hello Ken, Good Day! Can I have a copy also. I really need to know more about RT. Thanks in Advance Rocel On 4/20/2011 6:29 AM, Kenneth Crocker wrote: 20/20, Sure. Kenn Crocker On Tue, Apr 19, 2011 at 2:47 PM, 20/20 Lab l...@pacbell.net 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 vad...@gmail.com wrote: I like to get a copy to if that is possible. On Tue, Apr 19, 2011 at 5:09 PM, Kenneth Crocker kfcroc...@lbl.gov 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 jledf...@biltmore.com wrote: Can I get a copy? From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: Tuesday, April 19, 2011 3:15 PM To: rt-users@lists.bestpractical.com 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 kfcroc...@lbl.gov 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 raed.el-ha...@daisygroupplc.com 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: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: 19 April 2011 00:12 To: rt-users@lists.bestpractical.com 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
Re: [rt-users] Users Handbook
Me to :-) On 20.4.2011 . 17:56 ., Benjamin Proudman wrote: Kenn, It'd be awesome if I could get a copy as well. Thanks! Benjamin -- Miroslav Asenov system administrator phone +359 2 8012 690 e-mail mirosl...@aiidatapro.com address 64, Kiril i Metodii Str., Sofia 1202, Bulgaria website www.aiidatapro.com Think of the environment! Please, don't print this e-mail unless you really need to. This e-mail and any attached files were sent to you by AII Data Processing Ltd., a major outsourcing provider and business information company. AII Data Processing owns the newswires SeeNews (www.seenews.com) and ADPnews (www.adpnews.info). Any views or opinions expressed in this message are solely those of the sender, except where the sender specifically states them to be views of AII Data Processing Ltd.
Re: [rt-users] Users Handbook
Hi Kenn, Can I have a copy too? Thanks. -- Luciano Silva luci...@cpd.ufrgs.br -Original Message- From: Kenneth Crocker kfcroc...@lbl.gov To: rt-users@lists.bestpractical.com 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 jledf...@biltmore.com wrote: Can I get a copy? From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: Tuesday, April 19, 2011 3:15 PM To: rt-users@lists.bestpractical.com 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 kfcroc...@lbl.gov 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 raed.el-ha...@daisygroupplc.com 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: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: 19 April 2011 00:12 To: rt-users@lists.bestpractical.com 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
Re: [rt-users] Users Handbook
Kenn Make me a me three for the Handbook as well. Thanks ! Susie
Re: [rt-users] Users Handbook
Original Message From: Kenneth Crocker kfcroc...@lbl.gov mailto:kenneth%20crocker%20%3ckfcroc...@lbl.gov%3e To: rt-users@lists.bestpractical.com 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 jledf...@biltmore.com wrote: Can I get a copy? From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: Tuesday, April 19, 2011 3:15 PM To: rt-users@lists.bestpractical.com 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 kfcroc...@lbl.gov 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 raed.el-ha...@daisygroupplc.com 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: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: 19 April 2011 00:12 To: rt-users@lists.bestpractical.com 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
Re: [rt-users] Users Handbook
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 raed.el-ha...@daisygroupplc.com 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:* rt-users-boun...@lists.bestpractical.com [mailto: rt-users-boun...@lists.bestpractical.com] *On Behalf Of *Kenneth Crocker *Sent:* 19 April 2011 00:12 *To:* rt-users@lists.bestpractical.com *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 - #12f6e9bbf5073025__Toc290550331 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 -#12f6e9bbf5073025__Toc290550099 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 y...@seiner.com 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
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 kfcroc...@lbl.gov 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 raed.el-ha...@daisygroupplc.com 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:* rt-users-boun...@lists.bestpractical.com [mailto: rt-users-boun...@lists.bestpractical.com] *On Behalf Of *Kenneth Crocker *Sent:* 19 April 2011 00:12 *To:* rt-users@lists.bestpractical.com *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 -#12f6ea9a4fbdc8c2_12f6e9bbf5073025__Toc290550331 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 -#12f6ea9a4fbdc8c2_12f6e9bbf5073025__Toc290550099 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 y...@seiner.com 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
Re: [rt-users] Users Handbook
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 jledf...@biltmore.comwrote: Can I get a copy? *From:* rt-users-boun...@lists.bestpractical.com [mailto: rt-users-boun...@lists.bestpractical.com] *On Behalf Of *Kenneth Crocker *Sent:* Tuesday, April 19, 2011 3:15 PM *To:* rt-users@lists.bestpractical.com *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 kfcroc...@lbl.gov 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 raed.el-ha...@daisygroupplc.com 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:* rt-users-boun...@lists.bestpractical.com [mailto: rt-users-boun...@lists.bestpractical.com] *On Behalf Of *Kenneth Crocker *Sent:* 19 April 2011 00:12 *To:* rt-users@lists.bestpractical.com *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 -#12f6f7e4caccebdd_12f6ea9a4fbdc8c2_12f6e9bbf5073025__Toc2 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 -#12f6f7e4caccebdd_12f6ea9a4fbdc8c2_12f6e9bbf5073025__Toc2 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 y...@seiner.com 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
Re: [rt-users] Users Handbook
I like to get a copy to if that is possible. On Tue, Apr 19, 2011 at 5:09 PM, Kenneth Crocker kfcroc...@lbl.gov 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 jledf...@biltmore.com wrote: Can I get a copy? From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: Tuesday, April 19, 2011 3:15 PM To: rt-users@lists.bestpractical.com 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 kfcroc...@lbl.gov 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 raed.el-ha...@daisygroupplc.com 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: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: 19 April 2011 00:12 To: rt-users@lists.bestpractical.com 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 y...@seiner.com 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
Re: [rt-users] Users Handbook
Asif, Sure. Kenn On Tue, Apr 19, 2011 at 2:21 PM, Asif Iqbal vad...@gmail.com wrote: I like to get a copy to if that is possible. On Tue, Apr 19, 2011 at 5:09 PM, Kenneth Crocker kfcroc...@lbl.gov 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 jledf...@biltmore.com wrote: Can I get a copy? From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: Tuesday, April 19, 2011 3:15 PM To: rt-users@lists.bestpractical.com 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 kfcroc...@lbl.gov 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 raed.el-ha...@daisygroupplc.com 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: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: 19 April 2011 00:12 To: rt-users@lists.bestpractical.com 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 y...@seiner.com wrote: Is there a Users Handbook available? I will be deploying RT as a pilot project and would like to have some materials
Re: [rt-users] Users Handbook
20/20, Sure. Kenn Crocker On Tue, Apr 19, 2011 at 2:47 PM, 20/20 Lab l...@pacbell.net 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 vad...@gmail.com wrote: I like to get a copy to if that is possible. On Tue, Apr 19, 2011 at 5:09 PM, Kenneth Crocker kfcroc...@lbl.gov 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 jledf...@biltmore.com wrote: Can I get a copy? From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: Tuesday, April 19, 2011 3:15 PM To: rt-users@lists.bestpractical.com 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 kfcroc...@lbl.gov 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 raed.el-ha...@daisygroupplc.com 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: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: 19 April 2011 00:12 To: rt-users@lists.bestpractical.com 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
Re: [rt-users] Users Handbook
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: joanne.ke...@coloradogroup.com.aumailto:joanne.ke...@coloradogroup.com.au [cid:image001.png@01CBFF3E.E760B100]http://www.dianaferrari.com.au/[cid:image002.png@01CBFF3E.E760B100]http://www.williamstheshoemen.com.au/[cid:image003.png@01CBFF3E.E760B100]http://www.colorado.com.au/[cid:image004.png@01CBFF3E.E760B100]http://www.jag.com.au/[cid:image005.png@01CBFF3E.E760B100]http://www.mathers.com.au/ [cid:image006.jpg@01CBFF3E.E760B100]http://www.fusioncard.com.au/ Sign up to FUSIONhttp://www.fusioncard.com.au/ now for special member offers at 5 of Australia's leading fashion brands. From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: Wednesday, 20 April 2011 8:30 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Users Handbook 20/20, Sure. Kenn Crocker On Tue, Apr 19, 2011 at 2:47 PM, 20/20 Lab l...@pacbell.netmailto:l...@pacbell.net 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 vad...@gmail.commailto:vad...@gmail.com wrote: I like to get a copy to if that is possible. On Tue, Apr 19, 2011 at 5:09 PM, Kenneth Crocker kfcroc...@lbl.govmailto:kfcroc...@lbl.gov 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 jledf...@biltmore.commailto:jledf...@biltmore.com wrote: Can I get a copy? From: rt-users-boun...@lists.bestpractical.commailto:rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.commailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: Tuesday, April 19, 2011 3:15 PM To: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com 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 kfcroc...@lbl.govmailto:kfcroc...@lbl.gov 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 raed.el-ha...@daisygroupplc.commailto:raed.el-ha...@daisygroupplc.com 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: rt-users-boun...@lists.bestpractical.commailto:rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.commailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: 19 April 2011 00:12 To: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com 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
Re: [rt-users] Users Handbook
Kenn Can I get a copy as well? Thanks Dustin On Apr 19, 2011 7:50 PM, Joanne Keown joanne.ke...@coloradogroup.com.au 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: joanne.ke...@coloradogroup.com.aumailto: joanne.ke...@coloradogroup.com.au [cid:image001.png@01CBFF3E.E760B100]http://www.dianaferrari.com.au/ [cid:image002.png@01CBFF3E.E760B100]http://www.williamstheshoemen.com.au/ [cid:image003.png@01CBFF3E.E760B100]http://www.colorado.com.au/ [cid:image004.png@01CBFF3E.E760B100]http://www.jag.com.au/ [cid:image005.png@01CBFF3E.E760B100]http://www.mathers.com.au/ [cid:image006.jpg@01CBFF3E.E760B100]http://www.fusioncard.com.au/ Sign up to FUSIONhttp://www.fusioncard.com.au/ now for special member offers at 5 of Australia's leading fashion brands. From: rt-users-boun...@lists.bestpractical.com [mailto: rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: Wednesday, 20 April 2011 8:30 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Users Handbook 20/20, Sure. Kenn Crocker On Tue, Apr 19, 2011 at 2:47 PM, 20/20 Lab l...@pacbell.netmailto: l...@pacbell.net 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 vad...@gmail.commailto: vad...@gmail.com wrote: I like to get a copy to if that is possible. On Tue, Apr 19, 2011 at 5:09 PM, Kenneth Crocker kfcroc...@lbl.gov mailto:kfcroc...@lbl.gov 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 jledf...@biltmore.com mailto:jledf...@biltmore.com wrote: Can I get a copy? From: rt-users-boun...@lists.bestpractical.commailto: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.commailto: rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: Tuesday, April 19, 2011 3:15 PM To: rt-users@lists.bestpractical.commailto: rt-users@lists.bestpractical.com 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 kfcroc...@lbl.gov mailto:kfcroc...@lbl.gov 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 raed.el-ha...@daisygroupplc.commailto:raed.el-ha...@daisygroupplc.com 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: rt-users-boun...@lists.bestpractical.commailto: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.commailto: rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: 19 April 2011 00:12 To: rt-users@lists.bestpractical.commailto: rt-users@lists.bestpractical.com 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
Re: [rt-users] Users Handbook
Hi Ken, I too would really love to get a copy of your two guides. They look excellent, and would be a godsend to me. All the Website operations at the Council on Foreign Relations in New York run via RT. Thanks much, Tom Davey On Tue, Apr 19, 2011 at 7:55 PM, Dustin Berube dustin.ber...@gmail.com wrote: Kenn Can I get a copy as well? Thanks Dustin On Apr 19, 2011 7:50 PM, Joanne Keown joanne.ke...@coloradogroup.com.au 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: joanne.ke...@coloradogroup.com.aumailto:joanne.ke...@coloradogroup.com.au [cid:image001.png@01CBFF3E.E760B100]http://www.dianaferrari.com.au/[cid:image002.png@01CBFF3E.E760B100]http://www.williamstheshoemen.com.au/[cid:image003.png@01CBFF3E.E760B100]http://www.colorado.com.au/[cid:image004.png@01CBFF3E.E760B100]http://www.jag.com.au/[cid:image005.png@01CBFF3E.E760B100]http://www.mathers.com.au/ [cid:image006.jpg@01CBFF3E.E760B100]http://www.fusioncard.com.au/ Sign up to FUSIONhttp://www.fusioncard.com.au/ now for special member offers at 5 of Australia's leading fashion brands. From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: Wednesday, 20 April 2011 8:30 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Users Handbook 20/20, Sure. Kenn Crocker On Tue, Apr 19, 2011 at 2:47 PM, 20/20 Lab l...@pacbell.netmailto:l...@pacbell.net 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 vad...@gmail.commailto:vad...@gmail.com wrote: I like to get a copy to if that is possible. On Tue, Apr 19, 2011 at 5:09 PM, Kenneth Crocker kfcroc...@lbl.govmailto:kfcroc...@lbl.gov 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 jledf...@biltmore.commailto:jledf...@biltmore.com wrote: Can I get a copy? From: rt-users-boun...@lists.bestpractical.commailto:rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.commailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: Tuesday, April 19, 2011 3:15 PM To: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com 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 kfcroc...@lbl.govmailto:kfcroc...@lbl.gov 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 raed.el-ha...@daisygroupplc.commailto:raed.el-ha...@daisygroupplc.com 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: rt-users-boun...@lists.bestpractical.commailto:rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.commailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: 19 April 2011 00:12 To: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com 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
Re: [rt-users] Users Handbook
Hello Ken, Good Day! Can I have a copy also. I really need to know more about RT. Thanks in Advance Rocel On 4/20/2011 6:29 AM, Kenneth Crocker wrote: 20/20, Sure. Kenn Crocker On Tue, Apr 19, 2011 at 2:47 PM, 20/20 Lab l...@pacbell.net mailto:l...@pacbell.net 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 vad...@gmail.com mailto:vad...@gmail.com wrote: I like to get a copy to if that is possible. On Tue, Apr 19, 2011 at 5:09 PM, Kenneth Crocker kfcroc...@lbl.gov mailto:kfcroc...@lbl.gov 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 jledf...@biltmore.com mailto:jledf...@biltmore.com wrote: Can I get a copy? From: rt-users-boun...@lists.bestpractical.com mailto:rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: Tuesday, April 19, 2011 3:15 PM To: rt-users@lists.bestpractical.com mailto:rt-users@lists.bestpractical.com 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 kfcroc...@lbl.gov mailto:kfcroc...@lbl.gov 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 raed.el-ha...@daisygroupplc.com mailto:raed.el-ha...@daisygroupplc.com 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: rt-users-boun...@lists.bestpractical.com mailto:rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: 19 April 2011 00:12 To: rt-users@lists.bestpractical.com mailto:rt-users@lists.bestpractical.com 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
Re: [rt-users] Users Handbook
Hi Kenneth, I'd appreciated a copy of the guides as well. Regards, Graham From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: Wednesday, 20 April 2011 7:10 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Users Handbook 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 jledf...@biltmore.commailto:jledf...@biltmore.com wrote: Can I get a copy? From: rt-users-boun...@lists.bestpractical.commailto:rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.commailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: Tuesday, April 19, 2011 3:15 PM To: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com 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 kfcroc...@lbl.govmailto:kfcroc...@lbl.gov 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 raed.el-ha...@daisygroupplc.commailto:raed.el-ha...@daisygroupplc.com 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: rt-users-boun...@lists.bestpractical.commailto:rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.commailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: 19 April 2011 00:12 To: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com 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
Re: [rt-users] Users Handbook
Hi Ken, I'd love both the User and Admin if that's a possibility? Paul On 11-04-19 07:27 PM, Rocel M. Lacida wrote: Hello Ken, Good Day! Can I have a copy also. I really need to know more about RT. Thanks in Advance Rocel On 4/20/2011 6:29 AM, Kenneth Crocker wrote: 20/20, Sure. Kenn Crocker On Tue, Apr 19, 2011 at 2:47 PM, 20/20 Lab l...@pacbell.net mailto:l...@pacbell.net 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 vad...@gmail.com mailto:vad...@gmail.com wrote: I like to get a copy to if that is possible. On Tue, Apr 19, 2011 at 5:09 PM, Kenneth Crocker kfcroc...@lbl.gov mailto:kfcroc...@lbl.gov 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 jledf...@biltmore.com mailto:jledf...@biltmore.com wrote: Can I get a copy? From: rt-users-boun...@lists.bestpractical.com mailto:rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: Tuesday, April 19, 2011 3:15 PM To: rt-users@lists.bestpractical.com mailto:rt-users@lists.bestpractical.com 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 kfcroc...@lbl.gov mailto:kfcroc...@lbl.gov 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 raed.el-ha...@daisygroupplc.com mailto:raed.el-ha...@daisygroupplc.com 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: rt-users-boun...@lists.bestpractical.com mailto:rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: 19 April 2011 00:12 To: rt-users@lists.bestpractical.com mailto:rt-users@lists.bestpractical.com 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
[rt-users] Users Handbook
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
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 - #_Toc290550331 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 - #_Toc290550099 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 y...@seiner.com 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
