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Open source in companies - Implementing a ticketing system - Based on OTRS

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Implementing a ticketing system provides many advantages for companies. However the implementation contains several obstacles that need to be overcome. A close integration into corporate IT and …

Implementing a ticketing system provides many advantages for companies. However the implementation contains several obstacles that need to be overcome. A close integration into corporate IT and corporate processes increases the user acceptance.
The following presentation provides some key aspects that should be considered. The project has been realized based on Open Source OTRS Helpdesk.

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Transcript

  • 1. Open Source in companiesImplementing a ticket system-The case of OTRS Helpdesk
  • 2. Purpose• A central ticketing systemcollects and governs all supportinquires from employees• Harmonization and monitoringof support processes• Integration in existing technicalsolutions and corporateprocessesQuelle: CC by mzeuner – http://farm3.staticflickr.com/2044/1491186958_0313858e3c_b.jpg
  • 3. Technical environment• For all users the attribute field mail has to have avalue• An Active Directory Domain with the name foo.bar• All users objects are located atou=Users,dc=foo,dc=bar• All IT employees are member of the group cn=edv-it,ou=Groups,dc=foo,dc=bar an
  • 4. General aspects of OTRS• The OTRS helpdesk distinguishes between two roles1. Agents2. Customers• Agents manage customer requests/tickets• Customers create requests through a web interface or viae-mail• Customers and agents use different and separated webinterfaces
  • 5. Integration in existing IT is important• The OTRS system is connected to thecentral AD• Any authentication attempt isredirected to the AD• IT supporters have to be created inthe helpdesk system, but theirpassword is validated based on theAD too• Die mail attribute of the employees isused the unique elementQuelle: CC by ~Brenda Starr~ – http://farm4.staticflickr.com/3599/3509344402_2432abefa1_o.jpg
  • 6. Integration into the companies is far moreimportant• Educate you IT supporters to usethe new tool• Explain procedures and createtransparent and easy processes• Provide customers with aservice map  How andthrough what way can I reachthe support?Quelle: CC by NASA Goddard Photo and Video – http://farm9.staticflickr.com/8511/8432926142_09fb49a31d_b.jpg
  • 7. Integration into the companies is far moreimportant• Integrate existing serviceprocesses• Consequently use the systems,avoid exceptions• Create a unified and simplifiedsupport process• Keep promised Service LevelAgreements• Communicate the added valueQuelle: CC by || UggBoy♥UggGirl || PHOTO || WORLD || TRAVEL ||–http://farm2.staticflickr.com/1421/4593868078_0911981334_b.jpg
  • 8. Advantages of this solution• Education and training can befocused on the key andimportant parts• The required creation of agentaccounts ensures access control• A close integration into existingsystems increases theacceptance and simplifies headministrationQuelle: CC by kirtaph – http://farm4.staticflickr.com/3048/2919026200_a20557410b_b.jpg
  • 9. Conclusion• The focus is on the tool, theaccessibility and availability isrequired and presupposed• A close integration promotes theusage and acceptance• Stand-alone solutions of lead torejection from user side• Employees – customers – benefitfrom this integrated approach, overalladded value is created through betterfocus and simplified supportQuelle: CC FutUndBeidl – http://farm6.staticflickr.com/5199/7369580478_92ccf6bfbd_b.jpg
  • 10. Do you have further questions orsuggestions?…. Just contact me!E-Mailtorsten.maus@cbs-mail.deXinghttps://www.xing.com/profile/Torsten_Maus3Twitterhttps://twitter.com/TorstenMaus