otrs ticket system

((OTRS)) Community Edition - administrator training

OTRS is - with more than 100.000 deployments world wide in 32 languages - the leading Help Desk system. The software is entirely covered by the Affero General Public License (v3), which means:

  • Unlimited use of the software in an unlimited number of deployments
  • Simple enhancement through free download of the source code
  • No license fees

OTRS intelligently supports customers, users, service staff and management alike with structured collection, process- and company-wide processing, documentation and reporting of incidents and service requests.

We will coach you through setup, backup and restore as well as the configuration of OTRS. The training course is directed at administrators in charge of system configuration, management of users and authorizations and customization according to corporate design. You will gain in-depth insight into the system's functional mechanisms and, for training purposes, will complete the entire setup and configuration cycle. The main focus will be the SysConfig file and the central configuration file Kernel/Config.pm in order to customize the system conveniently according to your and/or your customers requirements. Practical elements, e.g. the exmplary integration with email and directory services will be part of the training course as well as learning how to handle ticket ACL's (Active Control Lists) and the modelling of workflows by means of the system.

Subsequent to this training course, there will be an extended training, focusing on OTRS::ITSM.

Trainer und Dozenten

The training course will be conducted by Martin Edenhofer, inventor of the OTRS system and founder of OTRS AG.

Voraussetzungen

The administrator training is directed at future OTRS administrators in charge of operating and administrating OTRS independently in their corporate context. Suggested prerequisites:

  • Basic knowledge of web-based software architectures
  • Experience in administration of Linux- Unix- or Windows-based systems.
  • Thorough knowledge of protocols and services for DNS, SMTP, POP3, HTTP (comparable to the level of our Linux network services course)
  • Practical skills with text editors, e.g. vi, UltraEdit, ...
  • Knowledge of HTML and SQL will be of avail
  • For the course component "Connection to a directory service", practical knowledge of operating modes and structure of a directory service (MS Active Directory, OpenLDAP, Novell eDirectory, ...) will be a prerequisite.

Inhalt

Address of welcome and presentation of agenda

Definition of personal expectations

OTRS Terms and "Wording"

Introduction to the OTRS agent und customer interface

  • Frontend stuctures (agents, customers and administrators)
  • Creating phone and email tickets
  • Working with standard replies and FAQ
  • Integration of additional agents
  • Generic ticket workflow (Lifecycle)

Designing queue structures

  • Design of a sample queue structure
  • Assessment of advantages and disadvantages of certain queue concepts

Authorization concepts

  • Users (Agents and customers)
  • Groups
  • Roles
  • Authorizations (ro, create, move_into, etc...)

OTRS setup

  • Setup of required software components
  • OTRS setup through RPMs / with windows installer

The OTRS admin frontend

  • Queue Management
  • Authorization concept implementation
  • Definition of queue-based templates and automated answers
  • Generic agent & postmaster filter

Introduction to using SysConfig

  • Definition of working schedule calendars
  • Configuration of free-text fields/DynamicFields
  • Extension of data collection screens
  • Integration of a SMTP-Server
  • Best practice features

OTRS file system hierarchy

  • Directory structures
  • Scripts & tools

Migration

  • Complete migration path
  • Test case migration of previous release to current release

Introduction to the central configuration file Kernel/Config.pm

  • Definition of customer databases
    • Using LDAP as an additional source of customer data
    • Using SQL as an additional source of customer data
  • Using LDAP as an authentication source for agents and customers
  • Designing workflow by use of ticket ACLs