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Open Source Training: (gleicher Kurs auf deutsch)

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:

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/ 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.


3 days, 1,562.00 € + 16% vat = 1,811.92 €

Full eight clock hours per day, complete set of literature, WiFi, complimentary notebook, full board, drinks (selected wines are charged separately), pastries, homemade cakes, sauna, social program

Extended/reduced amenities on demand:

Surcharge per guest night in two bed rooms (spacious and comfortable rooms) 59.00 € + 5% vat = 61.95 €per night
Surcharge per guest night in the Linuxhotel-flat share 83.00 € + 5% vat = 87.15 €per night
Surcharge per guest night in single rooms (depending on availabity, early reservation recommended) 129.00 € + 5% vat = 135.45 €per night
Reduction for half board instead of full board accomodation -29.00 € + 16% vat = -33.64 €per day
Reduction w/o social program -8.00 € + 16% vat = -9.28 €per evening

Tax deductibility * Terms of cancellation


Please select your favourite reservation date


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

prerequisites for attending

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

If you feel uncertain on this point, we look forward to assist you via email or phone * (call +49-201 8536-600 on weekdays between 9-17 hours to reach Martin Gerwinski or Laura Trinowitz) .

Course contents

Address of welcome and presentation of agenda

Definition of personal expectations

OTRS Terms and "Wording"

Introduction to the OTRS agent und customer interface

Designing queue structures

Authorization concepts

OTRS setup

The OTRS admin frontend

Introduction to using SysConfig

OTRS file system hierarchy


Introduction to the central configuration file Kernel/

Course schedule

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