Users Handbook

RT Users
1

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

2

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 - <#_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 - <#_Toc290550099>

I also have a System Admin Guide but I’m sure you aren’t interested in that.
Let me know.

Kenn
LBNLOn Mon, Apr 18, 2011 at 2:22 PM, Yan Seiner yan@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

3

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
LBNLOn Tue, Apr 19, 2011 at 9:33 AM, Raed El-Hames < Raed.El-Hames@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-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
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 yan@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

4

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
LBNLOn Tue, Apr 19, 2011 at 9:48 AM, Kenneth Crocker kfcrocker@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-Hames@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-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
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 yan@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

5

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
LBNLOn Tue, Apr 19, 2011 at 1:40 PM, Jason Ledford jledford@biltmore.comwrote:

Can I get a copy?

From: 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
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 kfcrocker@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-Hames@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-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
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 yan@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

6

I like to get a copy to if that is possible.On Tue, Apr 19, 2011 at 5:09 PM, Kenneth Crocker kfcrocker@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 jledford@biltmore.com wrote:

Can I get a copy?

From: 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
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 kfcrocker@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-Hames@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-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
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 yan@seiner.com wrote:

Is there a Users Handbook available? I will be deploying RT as a pilot
project and would like to have some materials for the users to refer to.

–Yan

–
If you have eight hours to chop down a tree
spend six sharpening your axe.
–Abraham Lincoln

Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?

7

Asif,

Sure.

KennOn Tue, Apr 19, 2011 at 2:21 PM, Asif Iqbal vadud3@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 kfcrocker@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 jledford@biltmore.com wrote:

Can I get a copy?

From: 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
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 kfcrocker@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-Hames@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-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
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 yan@seiner.com wrote:

Is there a Users Handbook available? I will be deploying RT as a pilot
project and would like to have some materials for the users to refer to.

–Yan

–
If you have eight hours to chop down a tree
spend six sharpening your axe.
–Abraham Lincoln

–
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?

8

20/20,

Sure.

Kenn CrockerOn Tue, Apr 19, 2011 at 2:47 PM, 20/20 Lab lab@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 vadud3@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 kfcrocker@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 jledford@biltmore.com wrote:

Can I get a copy?

From: 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
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 kfcrocker@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-Hames@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-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
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 yan@seiner.com wrote:

Is there a Users Handbook available? I will be deploying RT as a pilot
project and would like to have some materials for the users to refer
to.

–Yan

–
If you have eight hours to chop down a tree
spend six sharpening your axe.
–Abraham Lincoln

–
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?

9

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.keown@coloradogroup.com.aumailto:joanne.keown@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-bounces@lists.bestpractical.com [mailto:rt-users-bounces@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

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.

10

Kenn

Can I get a copy as well?

Thanks
Dustin

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.keown@coloradogroup.com.au<mailto:
joanne.keown@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-bounces@lists.bestpractical.com [mailto:
rt-users-bounces@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

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

11

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 DaveyOn Tue, Apr 19, 2011 at 7:55 PM, Dustin Berube dustin.berube@gmail.com wrote:

Kenn

Can I get a copy as well?

Thanks
Dustin

On Apr 19, 2011 7:50 PM, “Joanne Keown” Joanne.Keown@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.keown@coloradogroup.com.aumailto:joanne.keown@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-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@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 <lab@pacbell.netmailto:lab@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 <vadud3@gmail.commailto:vadud3@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 <kfcrocker@lbl.govmailto:kfcrocker@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 <jledford@biltmore.commailto:jledford@biltmore.com> wrote:

Can I get a copy?

From:
rt-users-bounces@lists.bestpractical.commailto:rt-users-bounces@lists.bestpractical.com

[mailto:rt-users-bounces@lists.bestpractical.commailto:rt-users-bounces@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 <kfcrocker@lbl.govmailto:kfcrocker@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-Hames@daisygroupplc.commailto:Raed.El-Hames@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-bounces@lists.bestpractical.commailto:rt-users-bounces@lists.bestpractical.com

[mailto:rt-users-bounces@lists.bestpractical.commailto:rt-users-bounces@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 PM, Yan Seiner <yan@seiner.commailto:yan@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.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?

Tom Davey
tom@tomdavey.com
New York NY USA

12

Hello Ken,
Good Day!

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

Thanks in Advance
RocelOn 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 <lab@pacbell.net mailto:lab@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 <vadud3@gmail.com <mailto:vadud3@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 <kfcrocker@lbl.gov <mailto:kfcrocker@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 <jledford@biltmore.com <mailto:jledford@biltmore.com>> wrote:
    >>
    >> 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
    >>
    >> On Tue, Apr 19, 2011 at 9:48 AM, Kenneth Crocker <kfcrocker@lbl.gov <mailto:kfcrocker@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-Hames@daisygroupplc.com <mailto:Raed.El-Hames@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-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
    >>
    >> On Mon, Apr 18, 2011 at 2:22 PM, Yan Seiner <yan@seiner.com <mailto:yan@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?
13

Hi Kenneth,

I’d appreciated a copy of the guides as well.

Regards,
GrahamFrom: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@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

14

Hi Ken,

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

PaulOn 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 <lab@pacbell.net mailto:lab@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 <vadud3@gmail.com <mailto:vadud3@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 <kfcrocker@lbl.gov <mailto:kfcrocker@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 <jledford@biltmore.com <mailto:jledford@biltmore.com>> wrote:
    >>
    >> 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
    >>
    >> On Tue, Apr 19, 2011 at 9:48 AM, Kenneth Crocker <kfcrocker@lbl.gov <mailto:kfcrocker@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-Hames@daisygroupplc.com <mailto:Raed.El-Hames@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-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
    >>
    >> On Mon, Apr 18, 2011 at 2:22 PM, Yan Seiner <yan@seiner.com <mailto:yan@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?

Paul O’Rorke

paul@paulororke.net mailto:paul@paulororke.net
home.: (250) 483 1456
cell.: (250) 732 7022

15

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 kfcrocker@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 jledford@biltmore.com wrote:

Can I get a copy?

From: 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
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 kfcrocker@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-Hames@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-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
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 yan@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 vite et détruire le présent
courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel,
de le distribuer ou de l’utiliser de quelque manière que ce soit.

The content of this e-mail is intended only and solely for the use
of the named recipient or organisation. If you are not the named
recipient, please inform us immediately and delete the present e-mail.
In this case, you are nor allowed to copy, distribute or use this
e-mail in any way.

16

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
Geschäftsführer: Martin Mayr, Tobias Hörmann
Diese E-Mail und alle mitgesendeten Dateien sind vertraulich und ausschließlich für den Gebrauch durch den Empfänger bestimmt!
This e-mail and any files transmitted with it are confidential intended solely for the use of the addressee!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.

17

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

Sent using BlackBerryFrom: 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
Geschäftsführer: Martin Mayr, Tobias Hörmann
Diese E-Mail und alle mitgesendeten Dateien sind vertraulich und ausschließlich für den Gebrauch durch den Empfänger bestimmt!
This e-mail and any files transmitted with it are confidential intended solely for the use of the addressee!

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.

18

Hello Kenn,

i’m also intersted in having a copy of both documents.

As i’ve started a similar document as a baseline for instruction to new
technicians, i’m considering translating the baseline paragraphs to
french.
It may be usefull for other french RT user’s.

Raphaël

Kenneth Crocker kfcrocker@lbl.gov
Envoyé par : rt-users-bounces@lists.bestpractical.com
19/04/2011 23:10

A
rt-users@lists.bestpractical.com
cc

Objet
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
LBNLOn Tue, Apr 19, 2011 at 1:40 PM, Jason Ledford jledford@biltmore.com wrote:
Can I get a copy?

From: 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
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 kfcrocker@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-Hames@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-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
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 yan@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

" Ce courriel et les documents qui lui sont joints peuvent contenir des
informations confidentielles ou ayant un caract�re priv�. S’ils ne vous sont
pas destin�s, nous vous signalons qu’il est strictement interdit de les
divulguer, de les reproduire ou d’en utiliser de quelque mani�re que ce
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informatique ce courriel ainsi que tous les documents qui y sont attach�s."

" This e-mail and any attached documents may contain confidential or
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sender immediately and delete this e-mail and all attached documents
from your computer system."

19

Hi Ken,

I would appreciate if you can send one to me too.

Thanks

NaweedFrom: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Rocel M.
Lacida
Sent: Tuesday, April 19, 2011 10:28 PM
To: Kenneth Crocker
Cc: rt-users@lists.bestpractical.com
Subject: 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

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] 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

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] 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

Is there a Users Handbook available? I will be deploying RT as a
pilot
project and would like to have some materials for the users to refer
to.

–Yan

–
If you have eight hours to chop down a tree
spend six sharpening your axe.
–Abraham Lincoln

Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?

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Kenn,

It’d be awesome if I could get a copy as well. Thanks!

Benjamin