Hi Mark, Currently, there is no such thing available. What we usually recommend to customers that are implementing OTRS, that they create some kind of quick reference guide themselves. This has the benefit that they can integrate their own procedures together with instructions of the tool.
Of course it would be welcome to have a user's manual for OTRS; especially if this would be contributed by the community. I know someone once started the idea of putting it on the OTRS-forum wiki, see here: http://wiki.otrs-forum.de/index.php?title=English_Area Maybe we can start up an effort to collaboratively put together such a manual? ((enjoy)) - Michiel Beijen R&D Follow me on Twitter: @otrsnl [https://twitter.com/otrsnl] OTRS AG Norsk-Data-Str 1. 61352 Bad Homburg Germany T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I: http://www.otrs.com/ Business Location: Bad Homburg, Country Court: Bad Homburg, Commercial register: 10751, Tax ID: 003 240 97505 Chairman of the Board: Burchard Steinbild, Managing Board: André Mindermann (CEO), Martin Edenhofer On Wed, Mar 10, 2010 at 10:37 PM, Swope, Mark <msw...@sgvinternational.com> wrote: > Hello, > I've noted that the otrs_admin_book v2.4 indicates in the preface that it is > "less interesting for agents or customer users." > > Is there a user manual available for agents? > > Something that explains in plain language what "note-internal" vs. > "note-external", how otrs handles inbound and outbound emails, what "locked" > means, etc? > > Mark > > Mark A. Swope | SGV International, LLC > 8588 Katy Freeway, Suite 200 | Houston, TX 77024 > Office: 713.647.7555 | Cell: 713.870.3975 > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
