Escolar Documentos
Profissional Documentos
Cultura Documentos
Le Bouder
Goneri
June 2012
Le Bouder
Goneri
About myself
I
Debian Developer
Outline
Help Desk?
System requirements
The Help Desk solution
Request processing
Deeper integration
Service Asset and Configuration Management (ITSM)
Change Management (ITSM)
the Benefits
I
reporting
much more
History
OTRS
Available in 33 languages
OTRS Company
I
70 employees
The community
I
QA
Localizations
Promotion
OTRS
Used World-Wide!
OTRS
Outline
Help Desk?
System requirements
The Help Desk solution
Request processing
Deeper integration
Service Asset and Configuration Management (ITSM)
Change Management (ITSM)
Supported OS
Linux
Solaris
AIX
FreeBSD
MacOSX
Windows
...
Supported Database
Supported databases
I
MySQL 4.1+
PostgreSQL 8.2+
Oracle 10g+
MS SQL 2005+
Ingres
IBM DB2
Database
I
But also
I
HTTPAuth
Radius
...
Conclusion
OTRS is
I
versatil
use the OS, DB, Auth mechanism you need
Outline
Help Desk?
System requirements
The Help Desk solution
Request processing
Deeper integration
Service Asset and Configuration Management (ITSM)
Change Management (ITSM)
Public interfaces
Customer interface
optimized end-user interface: Show up just what matters
Phone call
Public interfaces
Agent interface
Phone call
Email
with or without meta informations (X-OTRS-*)
SOAP
REST/JSON
Internal modules
Conclusion
OTRS is
I
Outline
Help Desk?
System requirements
The Help Desk solution
Request processing
Deeper integration
Service Asset and Configuration Management (ITSM)
Change Management (ITSM)
Common request
1. Customer input
2. Queue assignment
3. Agent process the request
the Customer
Customer has
1. A company and common information
phone number, etc
2. No need to know him/her, an email is enough
helpful for a contact@mycompany.com like address
3. Some settings
Language, ...
the Agent
Agent has
1. Subscribed to one or more Queue
2. Some advanced privilege (Group and Role)
a Queue
Also
OTRS offerts
1. a well desgined tool to do the job
Simple enough for new comers
2. a lot of action can be automated
e.g: All request from @foobar.com to the same agent
Conclusion
OTRS is
I
Outline
Help Desk?
System requirements
The Help Desk solution
Request processing
Deeper integration
Service Asset and Configuration Management (ITSM)
Change Management (ITSM)
deeper integration
Not to forget
1. SMIME and GnuPG support
2. define your own signature / language / template /
etc
3. basic Service and SLA support at this stage
Addons
1. OTRS Corp repository: only available for OTRS
customers
2. OPAR repository: OTRS Package Archive more than 50
public packages already available
Conclusion
OTRS
I
ITSM
Incident Management
Request Fulfillment
Problem Management
Knowledge Management
Change Management
ITSM
Outline
Help Desk?
System requirements
The Help Desk solution
Request processing
Deeper integration
Service Asset and Configuration Management (ITSM)
Change Management (ITSM)
The CMDB
I
ITIL compatible
OTRS::ITSM SLA
up to 99 different calendars
FusionInventory Integration
I
FusionInventory Integration
I
REST/JSON communication
FusionInventory Integration
I
Mostly ready, b
eta open to OTRS Customers
Conclusion
OTRS
I
Outline
Help Desk?
System requirements
The Help Desk solution
Request processing
Deeper integration
Service Asset and Configuration Management (ITSM)
Change Management (ITSM)
Example
IT Changes: new Help Desk software
I
A OS must be installed
...
Statistic
Changes Within a Defined Period, Changes by Category,
Rejected Changes, ...
Conclusion
...
Question?
Thanks
Thanks!
I
OTRS team