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67 hbstudy:
2015 /02 /19
IT OTRS
IT /
ITIL/v3 /IT /
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!  OTRS / / / 19:05///55
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20:35/ /20:45///10 /...
Copyright/2014/ /
All/right/reserved.
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All/right/reserved.
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–  Cloud/ASIA/Co.,/Ltd./
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–  / 6J12J7J507/
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•  AGPLv3 GNU/Affero/General/Public/License,/version/3
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OTRS Open/source/Ticket/Request/System 2001 /
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•  OTRS
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FAQ
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OTRS Web
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•  OTRS 5
–  Computer
–  Hardware
–  Loca_on
–  Network
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•  CMDB DB
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•  (Survey)/
•  (Time/Accoun_ng)/
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OTRS /
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" 
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h[p://www.cloudJasia.co.jp/
2015/05/15 OTRS4の紹介と初期設定手順ガイド@ハートビーツ勉強会(hbstudy)
2015/05/15 OTRS4の紹介と初期設定手順ガイド@ハートビーツ勉強会(hbstudy)
2015/05/15 OTRS4の紹介と初期設定手順ガイド@ハートビーツ勉強会(hbstudy)
2015/05/15 OTRS4の紹介と初期設定手順ガイド@ハートビーツ勉強会(hbstudy)
2015/05/15 OTRS4の紹介と初期設定手順ガイド@ハートビーツ勉強会(hbstudy)
2015/05/15 OTRS4の紹介と初期設定手順ガイド@ハートビーツ勉強会(hbstudy)
2015/05/15 OTRS4の紹介と初期設定手順ガイド@ハートビーツ勉強会(hbstudy)
2015/05/15 OTRS4の紹介と初期設定手順ガイド@ハートビーツ勉強会(hbstudy)
2015/05/15 OTRS4の紹介と初期設定手順ガイド@ハートビーツ勉強会(hbstudy)
2015/05/15 OTRS4の紹介と初期設定手順ガイド@ハートビーツ勉強会(hbstudy)
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2015/05/15 OTRS4の紹介と初期設定手順ガイド@ハートビーツ勉強会(hbstudy)

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アジェンダ
・自己紹介
・OTRSの概要と各種プラグインの説明
・事前準備確認
・インストール後の各種初期設定
 (休憩 20:35 〜 20:45 10分間)
・業務シナリオより、キューの作成、ポストマスターフィルタ、Zabbix連携の設定など
・業務シナリオに沿って業務開始(受付~返答まで)
・質疑応答など

Published in: Engineering
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2015/05/15 OTRS4の紹介と初期設定手順ガイド@ハートビーツ勉強会(hbstudy)

  1. 1. 67 hbstudy: 2015 /02 /19 IT OTRS
  2. 2. IT / ITIL/v3 /IT / / /
  3. 3. !  / / / / / / / / / / / 19:00///5 / !  OTRS / / / 19:05///55 !  20:00///5 !  / // / / / 20:05///30 / 20:35/ /20:45///10 / / !  Zabbix / / / / / / / 20:45///20 !  ~ 21:05///20 !  / / / / / / / / / / 21:25///5 /
  4. 4. Copyright/2014/ / All/right/reserved. •  / •  /
  5. 5. Copyright/2014/ / All/right/reserved. •  –  Cloud/ASIA/Co.,/Ltd./ •  / –  / / 33J14J101/ –  / 6J12J7J507/ •  / –  / MSP/=/ / –  1 / 24 365 IT / –  OTRS / ITIL ITSM / •  / –  H26 / / / –  H27 /ASEAN / / / / H26 / •  /
  6. 6. Copyright/2014/ / All/right/reserved. / •  / / •  / •  Web / •  EC / •  IT / •  / / •  OTRS / •  OTRS / •  XOOPS/Cube / •  OTRS Asterisk DevOps Vagrant+Chef / •  XOOPS / •  RODA / /
  7. 7. / IT / / / / Copyright/2014/ / All/right/reserved.
  8. 8. / •  / Copyright/2014/ / All/right/reserved.
  9. 9. •  –  IT –  IT –  IT / Copyright/2014/ / All/right/reserved. / / /
  10. 10. •  IT / / •  IT / Copyright/2014/ / All/right/reserved. CAD /
  11. 11. •  / / / Copyright/2014/ / All/right/reserved.
  12. 12. (R) •  ITIL(R) IT Copyright/2014/ / All/right/reserved. !  !  h[p://www.itsmfJjapan.org/aboutus/i_l.html
  13. 13. (R) Copyright/2014/ / All/right/reserved. h[p://www.itsmfJ japan.org/aboutus/i_l.html • 
  14. 14. (R) Copyright/2014/ / All/right/reserved. ! / / / / / / / / IT / / 7 CSI CSI
  15. 15. •  Copyright/2014/ / All/right/reserved.
  16. 16. •  OTRS OpenJsource/Ticket/Request/System (R) / •  AGPLv3 GNU/Affero/General/Public/License,/version/3 / •  OTRS/AG / •  ITIL(R) ITIL®/ / Pink/Elephant / PinkVERIFY / OTRS PinkVERIFY / 6 / / / / Copyright/2014/ / All/right/reserved.
  17. 17. •  IT Copyright/2014/ / All/right/reserved.
  18. 18. OTRS / / OTRS / OTRS Open/source/Ticket/Request/System 2001 / 2003 GA / / OTRS OTRS/Help/Desk / ITIL OTRS/ITSM / / 4.0.8 / 2015 5 5 / OTRS 32 / 220 / 13 / / / /
  19. 19. OTRS/HelpDesk / / OTRS / / / / / / / / OTRS/ITSM(IT / / ITIL / / / OTRS IT / / / / / IT / OTRS IT / IT ITIL / IT
  20. 20. Copyright/2014/ / All/right/reserved. ! / / / / /
  21. 21. ITIL OTRS / /
  22. 22. OTRS HELPDESK / / OTRS4.0.8
  23. 23. OTRS HELPDESK / / OTRS4.0.8
  24. 24. OTRS HELPDESK / / OTRS4.0.8
  25. 25. OTRS ITSM / / OTRS(HELPDESK) ITSM OTRS/4.0.8
  26. 26. OTRS / / OTRS/4.0.8
  27. 27. Copyright/2014/ / All/right/reserved. / / / DB/ // / / / /
  28. 28. / ( 130,000 ) •  OTRS Copyright/2014/ / All/right/reserved.
  29. 29. FAQ •  ITILv3 OTRS Web / FAQ / / / / / / / / / / / / / / Copyright/2014/ /All/right/reserved. / /
  30. 30. •  •  / Copyright/2014/ / All/right/reserved. / / / / / / // / / / FAQ
  31. 31. Copyright/2014/ / All/right/reserved.
  32. 32. •  FAQ ITIL(R) •  OTRS FAQ / •  FAQ / –  Web / –  Web / –  Web / •  FAQ Copyright/2014/ / All/right/reserved.
  33. 33. •  OTRS 5 –  Computer –  Hardware –  Loca_on –  Network –  Solware / •  CMDB DB Copyright/2014/ / All/right/reserved.
  34. 34. •  (Survey)/ •  (Time/Accoun_ng)/ •  / –  / –  / –  Copyright/2014/ / All/right/reserved.
  35. 35. OTRS / //otrs/index.pl/ → / / / //otrs/customer.pl/ → / / / //otrs/public.pl/ → FAQ 3 +1
  36. 36. / OTRS(HELPDESK) / OTRS(ITSM) CMDB FAQ / /
  37. 37. / / /
  38. 38. / FAQ / FAQ /
  39. 39. /
  40. 40. •  / •  / –  IT IT / –  IT Copyright/2014/ / All/right/reserved. CA/Technologies 2012 9 19 CA/Service/Desk/Manager/12.7 1,400 ( 25 ) / / h[p://news.mynavi.jp/news/2012/09/20/060/
  41. 41. •  Copyright/2014/ / All/right/reserved.
  42. 42. •  3,000 / •  SIer 2,000 / •  EC / •  / •  / •  Copyright/2014/ / All/right/reserved.
  43. 43. •  Copyright/2014/ / All/right/reserved.
  44. 44. •  Copyright/2014/ / All/right/reserved. "  "  "  "  "  "  " 
  45. 45. DEMO
  46. 46. ! ! ! ! ! ! ! !
  47. 47. ⑤ ⑥
  48. 48. h[p://otrsJjapan.co/ / / / / / / IT / OTRS OTRS
  49. 49. Copyright/2014/ / All/right/reserved.
  50. 50. •  / Copyright/2014/ / All/right/reserved. / / / / / / / / / / / / / / / / Zabbix/or/Hinemos/ / / / ! ! ! ! / /
  51. 51. Copyright/2014/ / All/right/reserved.
  52. 52. •  / Copyright/2014/ / All/right/reserved. Web / h[p://www.cloudJasia.co.jp/

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