otrs guide
DESCRIPTION
TRANSCRIPT
OTRS Helpdeskprepared by : OST Team
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.
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.
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.
Customer Guide (Step by Step)
Customer
http://10.0.21.66/otrs/customer.pl
Customer
After creating the account, password will be sent to email.Use the given password to login.
Customer
Customer
Req. 01
Customer
Req. 03
Customer
After this, the ticket notification will be sent to the respective team.
(will be shown in live demo)
Req. 02
Admin Guide (Step by Step)
Admin(Staff/Support Team)
http://10.0.21.66/otrs/index.pl
Admin(Staff/Support Team)
Admin(Staff/Support Team)
Admin(Staff/Support Team)
*Feature not available in current ERP
Admin(Staff/Support Team)
Admin(Staff/Support Team)
Req. 04
Admin(Staff/Support Team)
Req. 04
Admin(Staff/Support Team)
Req. 03
Admin(Staff/Support Team)
Req. 03
Admin(Staff/Support Team)
Req. 03
Admin(Staff/Support Team)
Req. 04
Admin(Staff/Support Team)
Req. 07
Admin(Staff/Support Team)
History of ticket
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.**
Live Demo