Professional Documents
Culture Documents
Prerequisites Good understanding of web-based software architectures Proficiency in Unix / Linux (i. e. LPIC1) Familiarity with standard web protocols e.g. SMTP, POP3, HTTP, FTP Basic knowledge of SQL Practical experience with directory services like MS Active Directory, OpenLDAP, Novell eDirectory etc. Experience in using editors e. g. UltraEdit, VI, VIM Ability to configure web (Apache2) and mail servers Benefits Fast Go-live for OTRS and Administrators Quick roll-out of business process requirements Draw on our experience from more than 1,000 implementation projects
When you book as an in-house training, contents can be tailored to your individual needs
Agenda From: 9:00 9:15 9:30 9:45 Till: 9:15 9:30 9:45 12:00
Day 1: OTRS Help Desk Administrator Training Topic: Reception of the participants, introduction Definition of personal workshop objectives OTRS wording OTRS agent and customer interface Frontend make up Creating tickets Working with predefined answers and FAQ Involving other agents Ticket life-cycle ... and others Actor: All All OTRS Group OTRS Group
Lunch break Building queue structures Authorization concepts Groups Roles Permissions (ro, create, move_into, etc...)
16:30 17:00
17:00
All All
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Day 2: OTRS Help Desk Administrator Training Topic: Round table - clarification of upcomming questions Installation of OTRS Installation of required software Installation of OTRS OTRS Group Actor: All All
10:30
12:00
OTRS administration frontend walktrough Queue administration Implementing the OTRS permission concept Response templates and automated responses ... and others
12:00 13:00
13:00 16:30
Lunch break Configure OTRS using the SysConfig interface Definition and using of Service Level calendars Using dynamic fields Connecting a SMTP server Best practice features ... and others
All All
16:30 17:00
17:00
All All
As Experts for efficient Service Management solutions all our consultants are ITIL-certified and bring substantial experience into your project.
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Day 3: OTRS Help Desk Administrator Training Topic: Round table - clarification of upcoming questions OTRS filesystem hierarchy The OTRS directory guide - where to find what? Scripts and tools Actor: All OTRS Group
12:00 13:00
13:00 16:30
Lunch break File based configuration using the Config.pm How to connect to different databases Using directory services as customer database Using SQL databases as customer database Using directory services for authentication of customers and agents Using Ticket ACL
All All
16:30 17:00
17:00
All All
www.otrs.com
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-Strae 1 61352 Bad Homburg Germany T: +49 6172 681988 0 F: +49 9421 56818 18 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, Mdulo A1, Circuito Norte 100 Parque Industrial Zapotlan 2000 49000 Ciudad Guzmn, Jalisco Mexico Asia Pacific OTRS Sdn. Bhd. A-32 Menara NU, 203 Jalan Tun Sambanthan, 50470 Kuala Lumpur, Malaysia Tel.: +603-2725-8038 Fax.: +603-2725-8099 OTRS Ltd. Rm 406, 4/F Boss Commercial Centre 28 Ferry Street, Jordon Kowloon Hong Kong Tel.: + 852 3690 1503 Contact Email:enjoy@otrs.com Website: www.otrs.com
www.otrs.com