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