I'm suspect that a lot of folks would agree about the desirability of user docs (esp. for agents). I'm curious... Has user documentation ever been planned or started? Is it just a matter of not enough time on the maintainers part, or is it a conscious decision not to develop/provide such? We've been using OTRS for a few months now, and we're pretty happy with it, except for the fact that we've had to do a *lot* of experimentation just to figure out what the various actions are intended to do, what their results are, etc. I feel sure that we're not able to take full advantage of the system because of the lack of user docs (or alternatively not being "inside the heads" of the designers/developers). Apologies if this has all been discussed before. As I said, we're pretty new to OTRS, but I have looked a lot through the web site and mailing list archives... thanks, -tom

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On Wed, 04 Jan 2006 22:57:27 +0100, Thomas Wouters said:

> So true, a real good user manual would be pritty usefull... > You could ofcourse start it your self ;-) > For my company i made some presentations and documentation that i could > submit for the manual. > Is there a way to make a 'wiki like' 'open use' documentation system? > Thomas Wouters > keith.d.turner@gmail.com wrote: >> A fast question, When does a ticket change from "new" to >> "open"? I told my employer that I thought it was when there was >> an owner other than the system, but no response. That didn't >> seem to be it though. Is it when a ticket has an owner and >> unlocks? >> >> OTRS really needs a separate Users Manual. The online manual is >> pretty good at answering configuration questions, but a brief >> explanation and best usage for each feature would make training >> non-administrating non-customer user far easier. >> >> Thanks. >> >> Keith >>