Hi Mark,
Currently, there is no such thing available. What we usually recommend
to customers that are implementing OTRS, that they create some kind of
quick reference guide themselves. This has the benefit that they can
integrate their own procedures together with instructions of the tool.
Of course it would be welcome to have a user's manual for OTRS;
especially if this would be contributed by the community. I know
someone once started the idea of putting it on the OTRS-forum wiki,
see here: http://wiki.otrs-forum.de/index.php?title=English_Area
Maybe we can start up an effort to collaboratively put together such a manual?
((enjoy))
-
Michiel Beijen
R&D
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On Wed, Mar 10, 2010 at 10:37 PM, Swope, Mark
Hello, I've noted that the otrs_admin_book v2.4 indicates in the preface that it is "less interesting for agents or customer users."
Is there a user manual available for agents?
Something that explains in plain language what "note-internal" vs. "note-external", how otrs handles inbound and outbound emails, what "locked" means, etc?
Mark
Mark A. Swope | SGV International, LLC 8588 Katy Freeway, Suite 200 | Houston, TX 77024 Office: 713.647.7555 | Cell: 713.870.3975
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