OTRS Administrator Training

OTRS Administrator Training

OTRS is a powerful and complex application and managing such application requires experience and knowledge. To fulfill this requirement, Proclarify introduced OTRS training services which cater different user groups using OTRS like helpdesk agents, administrators and technical staff.

Proclarify offers OTRS training services in the following areas.

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OTRS Helpdesk agent training provides you a basic and high level training on OTRS modules and components which will help you in working on tickets assigned to you.

Training Mode: Classroom – Onsite – Online training

OTRS training manuals and operation guides will be provided for every training session taken.The enrolled users and can access OTRS manuals and videos through our Learning Management System at anytime.

Course Contents:

Introduction

  • Introduction to OTRS
  • Why should we use OTRS ?
  • OTRS Terminology

OTRS Agent Front end Interface

  • Agent Dashboard – Dashboards for open, new, pending, escalated tickets.
  • Column settings in Dashboard
  • Personal Preferences settings
  • Agent Responsibilities in OTRS

Ticket Workflow Management

  • Creation of Tickets via Phone Ticket and Email Ticket feature.
  • Attending a Ticket
  • Managing Time Accounting
  • Ticket escalations
  • Significance of Tickets in pending state
  • Adding Internal, External notes to a Ticket
  • Linking Ticket with FAQ articles
  • Linking Ticket with other Tickets ( Ticket Parent – child relation )
  • Assigning Ownership to a Ticket
  • Changing Priority levels of a ticket
  • Escalating Ticket from one Queue to another Queue.
  • Ticket Forwarding
  • Merging two Tickets
  • Importance of Ticket Splitting feature
  • Sending email to a customer on Ticket status.
  • Ticket Search feature
  • Adding more columns in Queue and Status view of Tickets
  • Closing of Tickets

Complete life cycle of a Ticket

  • Working with real time examples

OTRS Report Management

  • Significance of Report Management
  • Dynamic Report
  • Static Report
  • Creation of General Reports
  • General Reports
  • Condition based Reports

FAQ Management

  • Creation of Categories
  • Linking Queue to category
  • Creation of FAQ’s
  • Permissions on FAQ visibility
  • Linking FAQ articles to tickets

OTRS Administrator training provides you a hands-on training on OTRS modules and components which you will be using on a daily basis as part of your operations.

Training Mode: Classroom – Onsite – Online training

OTRS training manuals and operation guides will be provided for every session taken and the  enrolled users and can access OTRS training manuals and videos through our Learning Management System at anytime.

Course Contents:

Introduction

  • Introduction to OTRS
  • Why should we use OTRS ?
  • OTRS Terminology

OTRS Administration

  • Agent Management
  • Creation of Agents
  • Personal Preferences settings
  • Admin responsibilities in OTRS

Group Management

  • Importance of Groups
  • Relation of group with agents,customers and with other modules
  • Creation of groups
  • Aggregate agents in a group
  • Restriction / Permissions (ro, create, move_into, etc. ..) to agents

Role Management

  • Significance of a role in OTRS
  • Creation of roles
  • Linking role to a agents
  • Linking role to a groups
  • When to assign role to agents and groups

Queue Management

  • Importance of queue
  • Difference between queue and group
  • Assigning group to queue
  • Managing salutations, signatures
  • Linking salutation and signature to a queue
  • Managing system attachments
  • Linking attachments to queue
  • Template management
  • Linking auto responses to queue

Customer Management

  • Creation of customers
  • Creation of customer Company
  • Customer group relation
  • Assigning customer to services

Email Management

  • Email scanner and filtering incoming email messages
  • System email addresses

Ticket settings

  • States
  • Priorities
  • Services
  • SLA
  • Linking SLA to Services

Notification Management

  • Agent notification
  • Event based notification
  • Condition based notification

Escalation Management

  • SLA based ticket escalations
  • Queue based ticket escalations

OTRS technical/developer training is designed for system administrator who wish to setup and manage the OTRS application. At the end of the course, you will be familiar with OTRS installation setup, management and trouble shooting.

Training Mode: Classroom – Onsite – Online training

OTRS training manuals and operation guides will be provided for every session taken and the  enrolled users and can access OTRS training manuals and videos through our Learning Management System at anytime.

Course Content:

OTRS Installation

  • System prerequisites
  • Install perl,server related packages
  • Installation of perl modules

Setting up Apache server

  • Setup apache server
  • Apache server configurations

Setting up MySQL server

  • Installation of MySQL server and client
  • MySQL configurations

OTRS installation from source

  • Installation of OTRS source files
  • Check for existing perl modules and its dependencies
  • Setting up the OTRS database via user interface
  • Setting up the OTRS database via command line
  • Delete outdated OTRS cache
  • Rebuild system configurations
  • Deletion of Assets by class-wise and by bulk
  • Deletion of OTRS ITSM Changes as a bulk
  • Installation of OTRS packages
  • Installation of ITSM Change Management
  • Installation of CMDB ( Configuration Management Database )
  • Configuration of crons on Linux environment
  • Setting up OTRS schedulers in windows
  • OTRS regular backups of OTRS source files and database ( using UNIX commands and OTRS perl script )
  • setting of cron to take daily backup of OTRS

Introduction to ITSM

  • What is ITSM ?
  • Features of OTRS in ITSM Module

Change Management

  • Creating and managing changes
  • Attributes of ITSM Change
  • CIP [ Category – Impact – Priority ] Matrix
  • Configuring change workflows
  • Roles of change manager and change builder
  • Linking ITSM Change with a RFC ticket
  • Managing approvals

Work order Management for a Change

  • Creating Work orders
  • Managing Work order Agents and its CAB group
  • Managing Time slots for Work order
  • Work order Reporting
  • Linking Work orders to Assets and Services
  • creating Work order templates
  • How to delete Work order

Others

  • Managing PIR ( Post implementation review)
  • Projected Service Availability
  • Setting up conditions for changes and its work orders
  • Setting up actions for changes and its work orders
  • Managing State Transitions
  • Saving ITSM Changes with assigned work orders and conditions as a Template
  • Complete life cycle of ITSM Change Management with real time examples
  • Generating reports based on ITSM Changes

CMDB Module

  • What is CMDB
  • Features of OTRS in CMDB Module

Asset Management

  • Creating and managing CMDB classes
  • General Catalog configurations
  • Managing Assets , networks ,etc
  • Creating custom asset creation forms
  • Managing expiry and warranty dates
  • Asset management with CMDB classes
  • Managing asset ownership
  • Creation of template for assets Import / Export feature.
  • Creation of CSV template for assets to be imported
  • How to import assets into OTRS system using configured template.
  • Generating reports based on configured assets
Our OTRS Services
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