Documenti di Didattica
Documenti di Professioni
Documenti di Cultura
2013 OTRS AG
www.otrs.com
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-UserSynchronization
2013 OTRS AG
www.otrs.com
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-filling of input mask and direct selection
Request Fulfillment and Incident Management New in OTRS 3.2 Move tickets dirctly into other queues from within the TicketAction dialogues (TicketNote, TicketClose) Search for tickets based on escalation time or defined dynamic fields Exclude articles of certain sender types from being displayed in the overview preview
2013 OTRS AG www.otrs.com
Incident classification via services and flexible 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 notification Resubmission of incidents
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2013 OTRS AG
www.otrs.com
Process Automation and Workflow Management Flexible display of workflows and service and 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-Office function Time-controlled execution, export and sending of reports
2013 OTRS AG www.otrs.com
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
Regions
North America OTRS Inc. 19925 Stevens Creek Blvd. Cupertino, CA 95014-2358 USA T: +1 415 3660178 F: +1 415 3660179 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. 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 Parque de Software, Mdulo A1, Circuito Norte 100 Parque Industrial Zapotlan 2000 49000 Ciudad Guzmn, Jalisco Mexico Asia Pacific 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: Website: sales@otrs.com www.otrs.com
2013 OTRS AG
www.otrs.com