RT-Users Digest, Vol 85, Issue 64

Can I join the bandwagon and get copies?
Thanks!
Sharon Belliveau

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Today’s Topics:

  1. Re: Users Handbook (Andrew Marosi)

Message: 1Date: Wed, 20 Apr 2011 00:06:25 -0700
From: Andrew Marosi amarosi@lamparts.com
To: "‘rt-users@lists.bestpractical.com’"
rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Users Handbook
Message-ID: 15DF9116EFA72B41BA18ECC2ABD870F55C7848F1@uslaxmail02
Content-Type: text/plain; charset=“utf-8”

Perhaps a link via a file hosting site - that way we all can grab a copy?

Sent using BlackBerry

From: Nehmer Torben [mailto:torben.nehmer@cancom.de]
Sent: Tuesday, April 19, 2011 11:53 PM
To: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Users Handbook

Hi Ken,

Same here too, it would be greate if I could have a copy too.

Torben Nehmer
Torben Nehmer
Diplom Informatiker (FH)
Business System Developer
CANCOM Deutschland GmbH
Messerschmittstr. 20
89343 Scheppach
Germany
Tel.: +49 8225 - 996-1118
Fax: +49 8225 - 996-41118
torben.nehmer@cancom.demailto:torben.nehmer@cancom.de
www.cancom.dehttp://www.cancom.de
CANCOM Deutschland GmbH
Sitz der Gesellschaft: Jettingen-Scheppach
HRB 10653 Memmingen
Gesch?ftsf?hrer: Martin Mayr, Tobias H?rmann
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Von: rt-users-bounces@lists.bestpractical.com [
mailto:rt-users-bounces@lists.bestpractical.com] Im Auftrag von Paul
O’Rorke
Gesendet: Mittwoch, 20. April 2011 06:06
An: rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] Users Handbook

Hi Ken,

I’d love both the User and Admin if that’s a possibility?

Paul

Hello Ken,
Good Day!

Can I have a copy also. I really need to know more about RT.

Thanks in Advance
Rocel

20/20,

Sure.

Kenn Crocker

Hate to feel like I’m jumping on a bandwagon; but I would appreciate a copy
as well.

-Matt

Asif,

Sure.

Kenn

I like to get a copy to if that is possible.

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

Can I get a copy?

From: rt-users-bounces@lists.bestpractical.com<
mailto:rt-users-bounces@lists.bestpractical.com>

[mailto:rt-users-bounces@lists.bestpractical.com<
mailto:rt-users-bounces@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

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

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-bounces@lists.bestpractical.com<
mailto:rt-users-bounces@lists.bestpractical.com>

[mailto:rt-users-bounces@lists.bestpractical.com<
mailto:rt-users-bounces@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

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.eduhttp://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?

Paul O’Rorke

paul@paulororke.netmailto:paul@paulororke.net
home.: (250) 483 1456
cell.: (250) 732 7022
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End of RT-Users Digest, Vol 85, Issue 64