This document provides an overview of OTRS Helpdesk, an ITIL V3 compliant IT service management solution. It describes key requirements for incident management, predefined support workflows, incident closure rules, and a change request process. Step-by-step guides are included for both customer and admin users, and a live demo is proposed to showcase the ticket notification workflows. Additional exploration is needed for the full change request management functionality.

1. OTRS Helpdesk
prepared by : OST Team

2. OTRS
●
OTRS Help Desk, ITIL V3 compliant IT
Service Management (ITSM) solution OTRS
ITSM and all OTRS extensions are published
under the Affero General Public License
(AGPL) and are free for download without
causing any license fees.

3. Requirements
1. Incident Management
- Categorization of Incidents
- Sub Categorization of Incidents
2. Pre-defined Support Workflow
- Person in charge of incident by
categorization.
- Automatic route the incident to

4. Requirements
5. Incident Closure
- Base on predefine rules, if user
does not feedback after IT given
the
suggested corrective
actions, the incident will
automatically close.

5. Customer Guide
(Step by Step)

6. Customer
http://10.0.21.66/otrs/customer.pl

7. Customer
After creating the account, password will be sent to email.
Use the given password to login.

8. Customer

9. Customer
Req. 01

10. Customer
Req. 03

11. Customer
After this, the ticket notification
will be sent to the respective team.
(will be shown in live demo)
Req. 02

12. Admin Guide
(Step by Step)

13. Admin(Staff/Support Team)
http://10.0.21.66/otrs/index.pl

14. Admin(Staff/Support Team)

15. Admin(Staff/Support Team)

16. Admin(Staff/Support Team)
*Feature not available in current ERP

17. Admin(Staff/Support Team)

18. Admin(Staff/Support Team)
Req. 04

19. Admin(Staff/Support Team)
Req. 04

20. Admin(Staff/Support Team)
Req. 03

21. Admin(Staff/Support Team)
Req. 03

22. Admin(Staff/Support Team)
Req. 03

23. Admin(Staff/Support Team)
Req. 04

24. Admin(Staff/Support Team)
Req. 07

25. Admin(Staff/Support Team)
History of ticket

26. Unsolved Requirement
7. Change Request
●
- Every change request must have Impact,
Rollout Plan, Back Out,
●
Checklist input
- Categorization of change request
- Subject to higher level approval
**Need more time to explore the functions.**

27. Live
Demo