Re: [rt-users] installation of RT-Extension-SLA-0.03
Asanka asanka_gunasekera at yahoo.co.uk writes: Hi all found the solution by writing to the author, all that I had to do was add RT::Extension::SLA to @plugin Set(@Plugins, qw( RT::Authen::ExternalAuth RT::Extension::SLA ) ); and it works!! Thank you all for your help Best Regards
[rt-users] rt-mailgate and command by mail
Hi all I've exact same probleme as http://www.mail-archive.com/rt-users@lists.bestpractical.com/msg08421.html Do you've any news idea ? Regards. JAS -- Albert SHIH DIO batiment 15 Observatoire de Paris Meudon 5 Place Jules Janssen 92195 Meudon Cedex Téléphone : 01 45 07 76 26/06 86 69 95 71 Heure local/Local time: mar 19 avr 2011 10:02:15 CEST
[rt-users] RE Creating a custom correspdonence template
hello, there's one simple thing you could do : in RT_SiteConfig.pm, change option UseFriendlyFromLine to 0 : Set($UseFriendlyFromLine, 0) so RT will send the email using the default queue's adress/name may it help Rapahël Brad Hughes b...@staff.broadbandsolutions.com.au Envoyé par : rt-users-boun...@lists.bestpractical.com 19/04/2011 01:30 A rt-users@lists.bestpractical.com cc Objet [rt-users] Creating a custom correspdonence template Hi List, We have just upgraded from RT 3.6.7 to 3.8.8. The first thing we noticed is that RT now uses the Real Name variable to show who posted comments/replies into a ticket, instead of the Username variable, which we were previously used too. In our case, all staff members Real Names are set to our company name, so after the upgrade we are unable to tell which staff member posted a comment/reply because they are all listed as our company name. The only reason we have our Real Names set to our company name, is because we want our staff members names to remain anonymous in Correspondence to customers. I have no problem changing our Real Names to our individual names, and that will fix part of the problem because we will then be able to see internally which staff member has updated a ticket, however doing that will then mean that when we send Correspondence to customers, they will see the staff members Real Name in the FROM field (eg John Citizen via RT). So I believe as well as changing our Real Names to our actual real names, I am also going to need to mofify the correspdance template, and some how get it to strip out our Real Name in the FROM field, and replace it with our company name. The problem I am having is I cannot find documentation on how I could do this. If someone could please point me in the right direction that would be much appreciated. -- Kind regards, Brad Hughes # Ce courriel et les documents qui lui sont joints peuvent contenir des informations confidentielles ou ayant un caractère privé. S'ils ne vous sont pas destinés, nous vous signalons qu'il est strictement interdit de les divulguer, de les reproduire ou d'en utiliser de quelque manière que ce soit le contenu. Si ce message vous a été transmis par erreur, merci d'en informer l'expéditeur et de supprimer immédiatement de votre système informatique ce courriel ainsi que tous les documents qui y sont attachés. ** This e-mail and any attached documents may contain confidential or proprietary information. If you are not the intended recipient, you are notified that any dissemination, copying of this e-mail and any attachments thereto or use of their contents by any means whatsoever is strictly prohibited. If you have received this e-mail in error, please advise the sender immediately and delete this e-mail and all attached documents from your computer system. #
[rt-users] ExternalAuth vs HistoryFilter(or BriefHistory)
Hi All, After installing HistoryFilter(or BriefHistory) to rt3.8.8 the plugin RT-Authen-ExternalAuth-0.08 stops work. I could login with local account, but login with ldap account is not possible. It looks, the plugin ExternalAuth is not initialized after start RT_SiteConfig.pm Set(@Plugins,(qw(RT::Authen::ExternalAuth))); Set(@Plugins,qw(RT::Extension::HistoryFilter)); [Tue Apr 19 07:42:14 2011] [error]: FAILED LOGIN for radek.svoboda from 192.168.7.254 (/opt/rt388/bin/../lib/RT/Interface/Web.pm:424) if I change order in RT_SiteConfig.pm Set(@Plugins,qw(RT::Extension::HistoryFilter)); Set(@Plugins,(qw(RT::Authen::ExternalAuth))); Successful login for radek.svoboda from 10.1.0.18 (/opt/rt388/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:219 but HistoryFilter doesn't working Any idea how to fix this Thanks Radek
[rt-users] RE ExternalAuth vs HistoryFilter(or BriefHistory)
Hi, all plugins need to be int the same qw : Set(@Plugins,qw(RT::Authen::ExternalAuth RT::Extension::HistoryFilter)); that's it Raphaël Radek Svoboda radek.svob...@upp.cz Envoyé par : rt-users-boun...@lists.bestpractical.com 19/04/2011 10:14 A rt-users@lists.bestpractical.com cc Objet [rt-users] ExternalAuth vs HistoryFilter(or BriefHistory) Hi All, After installing HistoryFilter(or BriefHistory) to rt3.8.8 the plugin RT-Authen-ExternalAuth-0.08 stops work. I could login with local account, but login with ldap account is not possible. It looks, the plugin ExternalAuth is not initialized after start RT_SiteConfig.pm Set(@Plugins,(qw(RT::Authen::ExternalAuth))); Set(@Plugins,qw(RT::Extension::HistoryFilter)); [Tue Apr 19 07:42:14 2011] [error]: FAILED LOGIN for radek.svoboda from 192.168.7.254 (/opt/rt388/bin/../lib/RT/Interface/Web.pm:424) if I change order in RT_SiteConfig.pm Set(@Plugins,qw(RT::Extension::HistoryFilter)); Set(@Plugins,(qw(RT::Authen::ExternalAuth))); Successful login for radek.svoboda from 10.1.0.18 (/opt/rt388/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:219 but HistoryFilter doesn't working Any idea how to fix this Thanks Radek # Ce courriel et les documents qui lui sont joints peuvent contenir des informations confidentielles ou ayant un caractère privé. S'ils ne vous sont pas destinés, nous vous signalons qu'il est strictement interdit de les divulguer, de les reproduire ou d'en utiliser de quelque manière que ce soit le contenu. Si ce message vous a été transmis par erreur, merci d'en informer l'expéditeur et de supprimer immédiatement de votre système informatique ce courriel ainsi que tous les documents qui y sont attachés. ** This e-mail and any attached documents may contain confidential or proprietary information. If you are not the intended recipient, you are notified that any dissemination, copying of this e-mail and any attachments thereto or use of their contents by any means whatsoever is strictly prohibited. If you have received this e-mail in error, please advise the sender immediately and delete this e-mail and all attached documents from your computer system. #
Re: [rt-users] AutoCloseOnNagiosRecoveryMessage
Hi Kevin, thanks for the advise - I'll try this one although I'm wondering if it's stable enough? Thomas, oops, something must have gone wrong in the copypaste. Thanks, Giuseppe On 15/04/11 17:25, Kevin Falcone wrote: On Fri, Apr 15, 2011 at 11:32:22AM -0400, Thomas Sibley wrote: On 04/15/2011 11:23 AM, Giuseppe Sollazzo wrote: Hi all, I've been trying to use this scrip to auto close Nagios tickets upon recovery: http://requesttracker.wikia.com/wiki/AutoCloseOnNagiosRecoveryMessages The Script is launched, but there's an error [Sat Mar 5 02:40:02 2011] [error]: Scrip 12 Commit failed: Quantifier follows nothing in regex; marked by-- HERE in m/*-- HERE * RECOVERY (w+) - (.*) OK **/ at (eval 3695) line 13. I'm not terribly good at Perl and especially its regexp, but I've got a feeling it might be an escaping issue? Has anyone encountered this problem - or am I maybe just using a very old script? I don't know if the scrip is old or not, but you need to backslash escape the asterisks at the beginning and end of that regex (but not the one following the period in the middle). m/\*\* RECOVERY (w+) - (.*) OK \*\*/ There is also http://search.cpan.org/dist/RT-Extension-Nagios/ -- Giuseppe Sollazzo Senior Systems Analyst Computing Services Information Services St. George's, University Of London Cranmer Terrace London SW17 0RE Email: gsoll...@sgul.ac.uk Direct Dial: +44 20 8725 5160 Fax: +44 20 8725 3583
[rt-users] External (non-LDAP/database) users management
Hi all, I'd like to hear some experiences about managing external users that are not in our Directory. Sometimes we have users who open support tickets by sending a mail with external (gmail/hotmail/...) e-mail addresses (e.g. if there are problems with their corporate e-mail). Now, assuming we don't want to grant Everyone rights to create tickets to avoid possible DoS/Spam issues, we'd still like to have the possibility of going through these requests. An option might be to use fetchmail/procmail to move all non-corporate domains to a quarantine e-mail address that is not automatically imported in the queue. We are protected using MailScanner and this might be enough to trust all incoming mail to be genuine, but if anyone's got some experience on this and maybe found a different solution I'd like to hear about it. Thanks, Giuseppe -- Giuseppe Sollazzo Senior Systems Analyst Computing Services Information Services St. George's, University Of London Cranmer Terrace London SW17 0RE Email: gsoll...@sgul.ac.uk Direct Dial: +44 20 8725 5160 Fax: +44 20 8725 3583
Re: [rt-users] Getting the page source code from a generated MASON-File
On 04/18/2011 08:58 AM, Wolfram Huettermann wrote: use IO::File; my $File = new IO::File/var/tmp/bar$id.html; Abort(Could not open file!) unless $File; $PageSource = $m-comp(/Ticket/foo.html, id = $id); You want $m-scomp. Thomas
Re: [rt-users] HTML Comments with RT REST Interface
On 04/17/2011 07:54 PM, Roman Plessl wrote: Hi Everybody, I'm using the REST interface of a large RT 3.8.8 installation to communicate and fill in data from a CRM tool. Is there a possibility to insert HTML comments instead of plain text comments with this REST interface? Does anybody has an example for doing this? You'd need to patch the RT api endpoint itself as well. Currently it assumes all content is plain text. Thomas
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
[rt-users] can't locate XXX
When the apache error_log shows an error stating it can't locate a given .pm file in @INC what are my steps to resolve this? Specifically, when I insert the line Set(@Plugins,qw(... RT::Extension::ExtractCustomFieldValues)); into my site config, apache won't start up and complains it cannot find the ExtractCustomFieldValues.pm I searched the lists, and some have said the path to the pm is not in the @INC environment variable and to move the .pm to a place that is. In the error it lists the @INC variable, and /opt/rt3/local/lib or /opt/rt3/lib exist in it, so I attempted to move the .pm in question to one of those areas with no luck... Strikes me as odd that I'd have to move this considering I've installed 2 other extensions prior to this one that fired up with out any issues... Anyone give me a few steps to troubleshoot or try out? Thanks! Mike. -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.john...@nosm.ca
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] attachment and This transaction appears to have no content
Hi Ruslan Zakirov. I did check today, there were text as well as attachments, and mail received to RT previlleged users as it is(text with attachments), but to non previleged users, text is stripped and only attachments are sent by RT (This transaction appears to have no content ) :( it is quite surprising me. any help ? *LAHORE LIONS* Rana Tanveer +923224247373 On Fri, Jan 7, 2011 at 12:43 AM, Ruslan Zakirov r...@bestpractical.comwrote: Not clear who sends attachment and how (ui or mail). If message is empty and there is only an attachment then sure transaction has no content. Regards, Ruslan. From phone. 05.01.2011 20:57 пользователь Rana Tanveer ranatanv...@gmail.com написал: Hi Community. I am using RT 3.8.7, my problem is when we send attachment it returns following message to requesters of the tickets along with attachment. This transaction appears to have no content and normal communication is fine, this happens only when any of the requester or AdminCC of the queue send attachment, can someone please help regarding this issue as i am clueless reading mailing lists. *LAHORE LIONS* Rana Tanveer
Re: [rt-users] bouncing a ticket out of RT
Le 18/04/2011 à 09:01:47-0500, Chris Barnes a écrit This is a I wish RT had this function email. Can it go on the wish list for the next version?:-) We use RT as a computing help desk ticket system- with a generic email address for our entire group. This way users only need to learn a single email address for computing questions. This works very well as 90% of the email that comes in are support requests. About 5% of the email that comes in is spam. Eh... I can live with that (it's easy enough to set the status to deleted and move on). This email is about that other 5% - those messages which are meant for one of the IT folks directly (eg. administrivia within the dept). What I wish RT had was a bounce/redirect function (in pine/Thunderbird addon terms). Basically a way I could redirect the email message to another address. Note that this is similar to a forward. But a standard forward creates a whole new set of headers, where the message comes FROM the intermediate person (in this case, RT). A redirect forwards the message, but leaves the headers completely intact - such that the new recipient sees the message as if it came from the original person. I'm not sure but I think you can do that through procmail, mean not directly use rt-mailgate but through a procmailrc call rt-mailgate just in case you want the mail, if it's spam just push to trash. Regards. JAS -- Albert SHIH DIO batiment 15 Observatoire de Paris Meudon 5 Place Jules Janssen 92195 Meudon Cedex Téléphone : 01 45 07 76 26/06 86 69 95 71 Heure local/Local time: mar 19 avr 2011 22:35:39 CEST
Re: [rt-users] bouncing a ticket out of RT
On 4/19/2011 3:36 PM, Albert Shih wrote: I'm not sure but I think you can do that through procmail, mean not directly use rt-mailgate but through a procmailrc call rt-mailgate just in case you want the mail, if it's spam just push to trash. ??? I don't think you understood what I was asking for. Procmail's job ends after the ticket is in RT. Once it gets there, it's not in an email system at all - which means procmail can't get to it at all. I'm talking about bouncing a message AFTER it is in RT. After all, there is no way to determine which messages need to get bounced until a person looks at it in RT. Therefore, this would have to be a function/addon in RT. -- Chris Barnes AOL IM: CNBarnes chris-bar...@tamu.eduYahoo IM: chrisnbarnes Computer Systems Manager MSN IM: ch...@txbarnes.com Department of Physics ph: 979-845-1379 Texas AM University fax: 979-845-2590
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 for the
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] Creating a custom correspdonence template
You might look at $UseFriendlyFrom in RT_Config.pm (of course changes should be made in RT_SiteConfig.pm) On Mon, Apr 18, 2011 at 6:29 PM, Brad Hughes b...@staff.broadbandsolutions.com.au wrote: Hi List, We have just upgraded from RT 3.6.7 to 3.8.8. The first thing we noticed is that RT now uses the Real Name variable to show who posted comments/replies into a ticket, instead of the Username variable, which we were previously used too. In our case, all staff members Real Names are set to our company name, so after the upgrade we are unable to tell which staff member posted a comment/reply because they are all listed as our company name. The only reason we have our Real Names set to our company name, is because we want our staff members names to remain anonymous in Correspondence to customers. I have no problem changing our Real Names to our individual names, and that will fix part of the problem because we will then be able to see internally which staff member has updated a ticket, however doing that will then mean that when we send Correspondence to customers, they will see the staff members Real Name in the FROM field (eg John Citizen via RT). So I believe as well as changing our Real Names to our actual real names, I am also going to need to mofify the correspdance template, and some how get it to strip out our Real Name in the FROM field, and replace it with our company name. The problem I am having is I cannot find documentation on how I could do this. If someone could please point me in the right direction that would be much appreciated. -- Kind regards, Brad Hughes
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 (the
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] bouncing a ticket out of RT
On Wed, Apr 20, 2011 at 12:40 AM, Chris Barnes chris-bar...@tamu.edu wrote: On 4/19/2011 3:36 PM, Albert Shih wrote: [snip] Hi, I'm talking about bouncing a message AFTER it is in RT. After all, there is no way to determine which messages need to get bounced until a person looks at it in RT. Therefore, this would have to be a function/addon in RT. As far as I know there is no such extension. With forward code in RT it wouldn't be that hard to implement such thing. I don't know if anybody is working on it. Sounds like a good extension, but not for core. -- Chris Barnes -- Best regards, Ruslan.
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
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] How to configure automatic mail merge of same subject
Hi All, I have used RT 3.8.7 Ver. My concern is that how to configure automatic mail merge of same subject and how to configure when a user send a mail on ticketing system the system can not create a ticket against the user mail and some subject. -- Bijendera Kumar IT Team Travel Boutique Online Ext:1064,1105 Tel: 91 1244998999 Mob: 91 9811449512 Email:bijend...@travelboutiqueonline.com www.travelboutiqueonline.com
Re: [rt-users] can't locate XXX
On Tue, Apr 19, 2011 at 9:29 PM, Mike Johnson mike.john...@nosm.ca wrote: When the apache error_log shows an error stating it can't locate a given .pm file in @INC what are my steps to resolve this? Specifically, when I insert the line Set(@Plugins,qw(... RT::Extension::ExtractCustomFieldValues)); into my site config, apache won't start up and complains it cannot find the ExtractCustomFieldValues.pm I searched the lists, and some have said the path to the pm is not in the @INC environment variable and to move the .pm to a place that is. In the error it lists the @INC variable, and /opt/rt3/local/lib or /opt/rt3/lib exist in it In 3.8 @INC should be rt3/local/lib rt3/local/plugins/X/lib rt3/local/plugins/Y/lib rt3/local/plugins/Z/lib rt3/lib If you have set @Plugins to (X Y Z) in the config, but ... * ..., but only some plugins' paths are in the @INC - check config for double Set(@Plugins, ...) * ..., but only some plugins' paths are in the @INC - check above and check permissions on dirs * ..., but none of rt3/local/plugins/.../lib is in the @INC - check above, may be you have earlier 3.8.x release with a bug, upgrade to the latest , so I attempted to move the .pm in question to one of those areas with no luck... Strikes me as odd that I'd have to move this considering I've installed 2 other extensions prior to this one that fired up with out any issues... 100% there is no need in moving files around. Pretty good chances to break things further or complicate future upgrades. Anyone give me a few steps to troubleshoot or try out? Thanks! Mike. -- Best regards, Ruslan.
[rt-users] Rép. : Re: Users Handbook
Hi Kenn, Would I be able to have a copy of your handbook too? Best regards Horst Le Mardi, 19. Avril 2011 à 23:09, Kenneth Crocker kfcroc...@lbl.gov a écrit : 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 - ( #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 ___ Le contenu de ce courriel est uniquement réservé à la personne ou l'organisme à qui il est destiné. Si vous n'êtes pas le destinataire prévu, veuillez nous en informer au plus
