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.au<mailto: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 FUSION<http://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.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 - >>>> >>>> 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<mailto: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<http://pgp.mit.edu> >> A: Because it messes up the order in which people normally read text. >> Q: Why is top-posting such a bad thing? >> >> >> > -- -- Tom Davey t...@tomdavey.com New York NY USA