Kevin-
Is there any users manual and administrators manual available for RT?
Deepika Bhatia
Sr. Manager
Prosum Technology Services
I’m pretty sure that there are only the wiki and The Book (see the sig at
the end of every list post). I wouldn’t consider either to be a user or
administrator manual.
At 01:54 PM 1/14/2008, Deepika Bhatia wrote:
Content-Language: en-US
Content-Type: multipart/alternative;boundary=“000_E7ABF95661A337488ECCB8A1CF7172781534EFE92FPomegranatepr”
Kevin-
Is there any users manual and administrators manual available for RT?
Deepika Bhatia Sr. Manager Prosum Technology Services _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Gene LeDuc, GSEC
Security Analyst
San Diego State University
Deepika,
We have developed two users guides; 1 for regular users (those that
“create” tickets and the other for those that work manage a queue. We
use RT to manage all of our software maintenence requests and projects.
If you do not use RT for software maintenence, then our guides probably
would not help you. However, I can send you our list of the rights &
Privileges and how we use them. along with our glossary of terms. If
you’re using RT as a help desk tool then our stuff may not help you.
Kenn
LBNLOn 1/14/2008 1:54 PM, Deepika Bhatia wrote:
Kevin-
Is there any users manual and administrators manual available for RT?
Deepika Bhatia Sr. Manager Prosum Technology Services ------------------------------------------------------------------------ _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
We are using RT as a help desk tool and what I am looking for is the one that work and manage the queue. I don’t need the create tickets one.
DeepikaFrom: Kenneth Crocker [mailto:KFCrocker@lbl.gov]
Sent: Monday, January 14, 2008 3:05 PM
To: Deepika Bhatia
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Documentation.
Deepika,
We have developed two users guides; 1 for regular users (those that
“create” tickets and the other for those that work manage a queue. We
use RT to manage all of our software maintenence requests and projects.
If you do not use RT for software maintenence, then our guides probably
would not help you. However, I can send you our list of the rights &
Privileges and how we use them. along with our glossary of terms. If
you’re using RT as a help desk tool then our stuff may not help you.
Kenn
LBNL
Deepika,
What version do you have? I have two Queue Admin guides, 1 for 3.4.4
and another for 3.6.4.
Kenn
LBNLOn 1/14/2008 3:09 PM, Deepika Bhatia wrote:
We are using RT as a help desk tool and what I am looking for is the one that work and manage the queue. I don’t need the create tickets one.
Deepika
-----Original Message-----
From: Kenneth Crocker [mailto:KFCrocker@lbl.gov]
Sent: Monday, January 14, 2008 3:05 PM
To: Deepika Bhatia
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Documentation.Deepika,
We have developed two users guides; 1 for regular users (those that“create” tickets and the other for those that work manage a queue. We
use RT to manage all of our software maintenence requests and projects.
If you do not use RT for software maintenence, then our guides probably
would not help you. However, I can send you our list of the rights &
Privileges and how we use them. along with our glossary of terms. If
you’re using RT as a help desk tool then our stuff may not help you.Kenn
LBNLOn 1/14/2008 1:54 PM, Deepika Bhatia wrote:
Kevin-
Is there any users manual and administrators manual available for RT?
Deepika Bhatia Sr. Manager Prosum Technology Services ------------------------------------------------------------------------ _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
3.6.4 should be good. We are on 3.6.5From: Kenneth Crocker [mailto:KFCrocker@lbl.gov]
Sent: Monday, January 14, 2008 3:11 PM
To: Deepika Bhatia
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Documentation.
Deepika,
What version do you have? I have two Queue Admin guides, 1 for 3.4.4
and another for 3.6.4.
Kenn
LBNL
Deepika Bhatia wrote:
Is there any users manual and administrators manual available for RT?
Hi,
We are currently writing end user documentation for RT, and it would
really help to see what has been done before. If you care to share 
Many Thanks,
Tom
There’s a very good user’s documentation at
http://www.css.washington.edu/wiki/Category:Request_Tracker which I
chose to adapt for our internal documentation. You should have a look at
the topics How To and Using RT.
Tom H schrieb:
Those of you who have built local user documentation for RT - would you
be interested in collaborating on an open RT user/admin guide to help
replace what’s on the wiki and in RT Essentials?
Whatever gets build can obviously tweaked for your local environment,
but the advantage of having other organizations contributing to a shared
guide is that it will be semi-magically kept up to date as RT continues
to grow and evolve.
Best Practical can, of course, provide mailing lists, version control
and all the rest of what you need.
Best,
Jesse
Jesse,
Yes, we would be glad to. We have a RT User's Guide and an RT Queue
Admin Guide. Do you want me to send it to you or what?
We are also have developed scrips/templates for an alternative (to
RT’s) “Approvals” workflow that involves a Ticket Collection Queue where
tickets are reviewed/prioritised/approved/rejected and then moved to the
appropriate support queue for work. The ticket numbers stay the same and
all notifications and ticket status promotions/update are automatic upon
update of the CF used for approval. If anyone is interested, they can
contact me and I will forward the work, if it is close to their
requirements.
Jesse, thanks for the help.
Kenn
LBNLOn 1/15/2008 6:05 AM, Jesse Vincent wrote:
Those of you who have built local user documentation for RT - would you
be interested in collaborating on an open RT user/admin guide to help
replace what’s on the wiki and in RT Essentials?Whatever gets build can obviously tweaked for your local environment,
but the advantage of having other organizations contributing to a shared
guide is that it will be semi-magically kept up to date as RT continues
to grow and evolve.Best Practical can, of course, provide mailing lists, version control
and all the rest of what you need.Best,
Jesse
Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.comDiscover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com