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 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 such a bad thing? >