Otrs guide
-
Upload
ostf21 -
Category
Technology
-
view
2.163 -
download
39
description
Transcript of Otrs guide
![Page 1: Otrs guide](https://reader033.fdocuments.net/reader033/viewer/2022061207/548406c9b4af9fda438b48cb/html5/thumbnails/1.jpg)
OTRS Helpdeskprepared by : OST Team
![Page 2: Otrs guide](https://reader033.fdocuments.net/reader033/viewer/2022061207/548406c9b4af9fda438b48cb/html5/thumbnails/2.jpg)
OTRS
● OTRS Help Desk, ITIL V3 compliant IT Service Management (ITSM) solution OTRS ITSM and all OTRS extensions are published under the
Affero General Public License (AGPL) and are free for download without causing any license
fees.
![Page 3: Otrs guide](https://reader033.fdocuments.net/reader033/viewer/2022061207/548406c9b4af9fda438b48cb/html5/thumbnails/3.jpg)
Requirements1. Incident Management
- Categorization of Incidents
- Sub Categorization of Incidents
2. Pre-defined Support Workflow
- Person in charge of incident by categorization.
- Automatic route the incident to the respective party.
3. Incident Diagnosis
- Input of problem symptom
- Input of corrective and resolution action
- Create a knowledge base for future reference by search engine
4. Escalation
- In the event of failing to close the incident in given time frame,
will escalate the reported incident to another level or different party
automatically.
![Page 4: Otrs guide](https://reader033.fdocuments.net/reader033/viewer/2022061207/548406c9b4af9fda438b48cb/html5/thumbnails/4.jpg)
Requirements5. Incident Closure
- Base on predefine rules, if user does not feedback after IT given the
suggested corrective
actions, the incident will automatically close.
6. Change Request
- Every change request must have Impact, Rollout Plan, Back Out,
Checklist input
- Categorization of change request
- Subject to higher level approval
7. Email Notification
Every event occurs, within the workflow, there will be email send out.
![Page 5: Otrs guide](https://reader033.fdocuments.net/reader033/viewer/2022061207/548406c9b4af9fda438b48cb/html5/thumbnails/5.jpg)
Customer Guide (Step by Step)
![Page 6: Otrs guide](https://reader033.fdocuments.net/reader033/viewer/2022061207/548406c9b4af9fda438b48cb/html5/thumbnails/6.jpg)
Customer
http://10.0.21.66/otrs/customer.pl
![Page 7: Otrs guide](https://reader033.fdocuments.net/reader033/viewer/2022061207/548406c9b4af9fda438b48cb/html5/thumbnails/7.jpg)
Customer
After creating the account, password will be sent to email.Use the given password to login.
![Page 8: Otrs guide](https://reader033.fdocuments.net/reader033/viewer/2022061207/548406c9b4af9fda438b48cb/html5/thumbnails/8.jpg)
Customer
![Page 9: Otrs guide](https://reader033.fdocuments.net/reader033/viewer/2022061207/548406c9b4af9fda438b48cb/html5/thumbnails/9.jpg)
Customer
Req. 01
![Page 10: Otrs guide](https://reader033.fdocuments.net/reader033/viewer/2022061207/548406c9b4af9fda438b48cb/html5/thumbnails/10.jpg)
Customer
Req. 03
![Page 11: Otrs guide](https://reader033.fdocuments.net/reader033/viewer/2022061207/548406c9b4af9fda438b48cb/html5/thumbnails/11.jpg)
Customer
After this, the ticket notification will be sent to the respective team.
(will be shown in live demo)
Req. 02
![Page 12: Otrs guide](https://reader033.fdocuments.net/reader033/viewer/2022061207/548406c9b4af9fda438b48cb/html5/thumbnails/12.jpg)
Admin Guide (Step by Step)
![Page 13: Otrs guide](https://reader033.fdocuments.net/reader033/viewer/2022061207/548406c9b4af9fda438b48cb/html5/thumbnails/13.jpg)
Admin(Staff/Support Team)
http://10.0.21.66/otrs/index.pl
![Page 14: Otrs guide](https://reader033.fdocuments.net/reader033/viewer/2022061207/548406c9b4af9fda438b48cb/html5/thumbnails/14.jpg)
Admin(Staff/Support Team)
![Page 15: Otrs guide](https://reader033.fdocuments.net/reader033/viewer/2022061207/548406c9b4af9fda438b48cb/html5/thumbnails/15.jpg)
Admin(Staff/Support Team)
![Page 16: Otrs guide](https://reader033.fdocuments.net/reader033/viewer/2022061207/548406c9b4af9fda438b48cb/html5/thumbnails/16.jpg)
Admin(Staff/Support Team)
*Feature not available in current ERP
![Page 17: Otrs guide](https://reader033.fdocuments.net/reader033/viewer/2022061207/548406c9b4af9fda438b48cb/html5/thumbnails/17.jpg)
Admin(Staff/Support Team)
![Page 18: Otrs guide](https://reader033.fdocuments.net/reader033/viewer/2022061207/548406c9b4af9fda438b48cb/html5/thumbnails/18.jpg)
Admin(Staff/Support Team)
Req. 04
![Page 19: Otrs guide](https://reader033.fdocuments.net/reader033/viewer/2022061207/548406c9b4af9fda438b48cb/html5/thumbnails/19.jpg)
Admin(Staff/Support Team)
Req. 04
![Page 20: Otrs guide](https://reader033.fdocuments.net/reader033/viewer/2022061207/548406c9b4af9fda438b48cb/html5/thumbnails/20.jpg)
Admin(Staff/Support Team)
Req. 03
![Page 21: Otrs guide](https://reader033.fdocuments.net/reader033/viewer/2022061207/548406c9b4af9fda438b48cb/html5/thumbnails/21.jpg)
Admin(Staff/Support Team)
Req. 03
![Page 22: Otrs guide](https://reader033.fdocuments.net/reader033/viewer/2022061207/548406c9b4af9fda438b48cb/html5/thumbnails/22.jpg)
Admin(Staff/Support Team)
Req. 03
![Page 23: Otrs guide](https://reader033.fdocuments.net/reader033/viewer/2022061207/548406c9b4af9fda438b48cb/html5/thumbnails/23.jpg)
Admin(Staff/Support Team)
Req. 04
![Page 24: Otrs guide](https://reader033.fdocuments.net/reader033/viewer/2022061207/548406c9b4af9fda438b48cb/html5/thumbnails/24.jpg)
Admin(Staff/Support Team)
Req. 07
![Page 25: Otrs guide](https://reader033.fdocuments.net/reader033/viewer/2022061207/548406c9b4af9fda438b48cb/html5/thumbnails/25.jpg)
Admin(Staff/Support Team)
History of ticket
![Page 26: Otrs guide](https://reader033.fdocuments.net/reader033/viewer/2022061207/548406c9b4af9fda438b48cb/html5/thumbnails/26.jpg)
Unsolved Requirement
7. Change Request● - Every change request must have Impact,
Rollout Plan, Back Out, ● Checklist input
- Categorization of change request
- Subject to higher level approval
**Need more time to explore the functions.**
![Page 27: Otrs guide](https://reader033.fdocuments.net/reader033/viewer/2022061207/548406c9b4af9fda438b48cb/html5/thumbnails/27.jpg)
Live Demo