033-EnG-Productbrochure OTRS 3.2 (1)
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Benets
§ Reduce total cost of ownership with
zero license fees
§ Save time with streamlined Service and
Business processes
§ Increase efciency with mapped and
automated processes
§ Receive support for decentralized Service-
Organizations
§ Avoid SLA breaches and penalties
§ Receive automated surveillance of ser-
vice quality
§ Have process integrated issue tracking
§ Reduced request volume via Self Services
§ See a real-time Management Dashboard
§ Have meaningful Performance reporting
§ Have revision secure history
§ Be web-based and platform-independent
§ Be modularly extensible for ITSM Suite
(ITIL)
© 2013 OTRS AG www.otrs.com 1
OTRS Help Desk 3.2
Open Technology Real Services
The leading Help Desk solution for efcient and extensive Service
Management with over 110,000 installations in 32 languages worldwide.
Service Meets Business
Customers today expect timely, efcient and
high quality service whether in product sup-
port, IT service, or a call center. However,
this often poses a problem for service orga-
nizations as they lack the transparency and
IT support to actively control the quality of
service they provide. Consequently, efcient,
high quality, low cost service is in increasingly
high demand across all industry sectors.
Efcient and extensive service management
can only be achieved when technical and IT
departments work together to secure or in
the case of a malfunction, quickly reconstruct
the quality of service level agreed upon with
the customer. Moreover, service and business
processes also need to be dened or adjus-
ted.
It is the responsibility of IT to continuously
align its services, service processes and inf-
rastructure for service delivery with the requi-
rements of the business. Information, input
and service requests from customers must
be chronologically recorded, classied and
cross-processed within the time and cost li-mits set by management or the customer.
OTRS Help Desk manages and monitors the-
se values and thus, the quality of service.
Over 110,000 organizations worldwide rely on
OTRS Help Desk as their solution for efcient
IT Service Management.
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OTRS Help Desk 3.2 - Extensive Service Management
The Process Management Module -
Service Meets Business
To extensively optimize customer service, ser-
vice and business processes and logics must
be analized, dened or revised. The Process
Management Module in OTRS Help Desk 3.2
enables the mapping, creation and adminis-
tration of these. Thereby, tickets are routed
through free, congurable workows and with
the help of individual decision dialogues crea-
ted by Dynamic Fields, the agent or customer
is guided perfectly through the process. Fur-
thermore, conditions can be dened for tran-sitions from one process status to another, for
example, an automatic change of queues or
the closing of tickets.
§ Mapping, creation and administration of
processes
§ Routing tickets through dened work-
ows
§ Creation of decision dialogue forms as a
perfect guide through the process
§ Process automatization through dened
conditions
§ Usable in agent and customer interfaces
The Customer Information Center - Get a
Better Overview
OTRS Help Desk 3.2 has a better overview
of customers. The new Customer Informati-
on Center offers a dashboard-like view on all
escalated, reminder, new and open tickets of
a specic customer company. All customer
users and their individual ticket count are
also displayed.
§ All tickets from a specic customer com-
pany at one glance
§ A perfect overview of all customer usersand their tickets
§ Faster ticket creation with shortcuts
§ Direct access to the customer panel with
the new „Switch to Customer“ feature
Increased scalability
§ Improved performance of up to 40 percent
§ Doubled scalability
§ Session Management is 10 times faster
§ Improved ticket archiving
§ Number of simultaneously working agents
or users can be restricted
§ Improved performance within LDAP-User-
Synchronization
What’s New in OTRS Help Desk 3.2
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OTRS Help Desk 3.2 - Extensive Service Management
Transparency for the Customer: Service
Request and Incident Management
The service desk, also known as SPOC (Sin-
gle Point of Contact), registers, classies,
and according to importance, forwards allrequests, that cannot be handled by the Ser-
vice Desk itself to the respective units within
the service organization.
The primary objective of the incident manage-
ment process, combined with the goal to re-
duce the resulting, potentially negative impact
on the business, is to restore any impaired
service performance.
The service desk is responsible for a request
throughout the entire process. Accordingly,the service desk employees and their provi-
ded quality of service determine the level of
customer satisfaction.
OTRS offers cross-process IT support in or-
der to ensure the best quality of service.
Request Fulllment and Incident
Management
New in OTRS 3.2
§ Move tickets dirctly into other
queues from within the TicketAction dia-
logues (TicketNote, TicketClose)
§ Search for tickets based on escalation
time or dened dynamic elds
§ Exclude articles of certain sender types
from being displayed in the overview
preview
§ Ticket search jumps directly into the
TicketZoomView when only one result
is found
§ Inclusion of the additional time scale
„weeks“ for the creation of reports
§ Event-based notications can now be sent
out only for specic Article Sender Types.
Classical
§ Quick incident tracking via web front-end
§ Email, phone, fax, PDA, SMS, SOAP/XML
§ Automatic issuing and follow-up with
NMS-Alerts
§ Templates for standard incidents
§ Integration of the PBX system (CTI) for
pre-lling of input mask and direct selec-
tion
§ Incident classication via services and
exible category trees
§ Integration of content from a knowledge
base
§ (Auto) Canned responses for recurring
requests
§ Linking, merging and splitting of incidents
§ Master-slave functionality
§ Event-based notication
§ Resubmission of incidents
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OTRS Help Desk 3.2 - Extensive Service Management
§ Full-text search
§ Multi-client customer service capability
§ WYSIWYG editor for formatting and inte-
grating pictures§ Bulk actions of multiple incidents
§ Adaptable overviews
User Interface
New in OTRS 3.2
§ Manual conguration of size of the Rich
Text Editor in each ticket screen
§ Full support for AJAX and ACLs in the
Customer web interface, but this requiresJavaScript, which excludes the use of
Internet Explorer 6 and earlier
§ Out-of-Ofce Dashboard Widget shows all
colleagues that are away
§ Human-readable certicate contents can
now be displayed in AdminSMIME
Integration of Third Party Systems
New in OTRS 3.2
§ Access the FAQ Module via Web Services
of the Generic Interface with the included
FAQ Connector and for display FAQ articles
on the company website
Classical
§ The OTRS ticket connector allows
the creation, updating and searching of
tickets, via Web Services from a third party
application
§ Easy creation of new Web Service connec-
tions without programming
§ Create new Web Services by leveraging
existing ones
§ Build complex scenarios by plugging in
custom OTRS extensions
§ Support of asynchronous event handling
§ Built-in graphical debugger to check the
conguration and ow of information
§ Congurable data mapping GUI for
key/value transformations
§ Network transports: SOAP/HTTP
Database Support
§ Added PostgreSQL 9.1 support
§ A new legacy driver is now available for
PostgreSQL 8.1 or earlier versions
§ The MS SQL driver now stores binary
data in VARBINARY rather than depre-
cated type TEXT and uses NVARCHAR
to store text strings rather than VARCHAR
(improved Unicode support).
Email Integration
§ Can handle emails from a specic folder
instead of just from the Inbox folder when
connecting to IMAP mail accounts§ OTRS can connect to IMAP servers
using Transport Layer Security (TLS),
which is useful for modern restricted envi-
ronments
Self Service for the End-User
§ Structured collection and tracking of
incidents via customer web front-end
§ Transparent process progress and status
of incidents
§ Listing of all incidents in a client‘s organiza-
tion
§ End-user access to select content from
the knowledge base
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OTRS Help Desk 3.2 - Extensive Service Management
Process Automation and Workow
Management
§ Flexible display of workows and serviceand release processes
§ Automatic and manual routing of incidents
by the service organization
§ Access control via role- and group-based
authorization
§ Integration of external service provider
§ Automatic follow up mechanism in exiting
incidents
§ Noise reduction of NMS alerts
§ Cross-process access to knowledge base
Service Lifecycle Management
§ Integrated service catalog
§ Service/SLA lifecycle management
§ Depositing of working hour calendars
§ Linking of services, tickets, contacts and
FAQ articles
§ Support of impact analyses
§ Extensive reporting for services and SLAs
Monitoring Quality of Service and
Performance Reporting
§ Automatic monitoring of quality of service
via SLA-based escalations
§ Alert function via thresholds
§ Dashboard
§ Incident monitoring via watch lists
§ Menu-driven issuing of reports
§ Accounting for compliance requests
(revision security)
§ Time Recording
§ Out-of-Ofce function
§ Time-controlled execution, export and
sending of reports
OTRS Help Desk - Fields of Application
§ Internal and external IT Service (ITSM)
§ Customer service and product support
§ Civil-citizen service
§ Call Center
§ Complaint Management
§ Procurement
§ Project Management
§ Sales Support
§ HR Management
§ Facility Management
§ And more ...
System Requirements
Client
All common and current HTML browsers
except for:
§ Microsoft Internet Explorer versions 8 and
earlier
§ Firefox versions 3 and earlier
§ Netscape
Operating System
Windows, Linux, Unix, MacOS, Fedora Core,
OpenBSD, FreeBSD, AIX
Webserver
Apache2, Microsoft IIS
Database
MySQL, Microsoft SQL Server, PostgreSQL,
Oracle
Directory Services
Microsoft Active Directory, Novell eDirectory,
OpenLDAP, Oracle Internet Directory, Sun
ONE Directory, Fedora Directory Server
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International Ofce Locations
Regions
North America
OTRS Inc.
19925 Stevens Creek Blvd.
Cupertino, CA 95014-2358
USA
T: +1 415 3660178
F: +1 415 3660179
Europe
OTRS AG
Norsk-Data-Strasse 1
61352 Bad Homburg
Germany
T: +49 6172 681988 0
F: +49 6172 18076 90
OTRS AG
Europaring 4
94315 Straubing
Germany
OTRS B.V.
Schipholweg 103
2316 XC Leiden
The Netherlands
T: +31 71 8200255
F: +31 71 8200254
Latin America
OTRS S.A.de C.V.
Av. Insurgentes Sur 1377 Piso 7
Col. Insurgentes Mixcoac
03920 Mexico City
Mexico
Tel.: +52 55 5524 3171
OTRS Lab, S.A. de C.V.
Parque de Software, Módulo A1, Circuito
Norte 100
Parque Industrial Zapotlan 2000
49000 Ciudad Guzmán, Jalisco
Mexico
Asia Pacic
OTRS Sdn. Bhd.
A06 , Block 1B,
Level 15, Plaza Sentral,
Jalan Stesen Sentral 5,
50470 Kuala Lumpur,
Malaysia
T: + 603-9236-1118 F: + 603-2035-5568
OTRS Ltd.
Rm 406, 4/F
Boss Commercial Centre
28 Ferry Street, Jordon
Kowloon
Hong Kong
T: + 852 3690 1503
Contact
Email: [email protected]
Website: www.otrs.com