Benefits
§ Reduce total cost of ownership with zero license fees
§ Save time with streamlined Service and Business processes
§ Increase efficiency with mapped and automated processes
§ Receive support for decentralized Organizations
§ Avoid SLA breaches and penalties § Receive automated surveillance of ser- vice quality
§ Have process integrated issue tracking § Reduced request volume via Self Services § See a real-time Management Dashboard § Have meaningful Performance reporting
OTRS Help Desk 3.3
The leading Help Desk solution for efficient and extensive Service
Management with over 130,000 installations in 33 languages worldwide.
Service Meets BusinessCustomers today expect timely, efficient and high quality service whether in product sup-port, IT service, or a call center. However, this often poses a problem for service orga-nizations as they lack the transparency and IT support to actively control the quality of service they provide. Consequently, efficient, high quality, low cost service is in increasingly high demand across all industry sectors. Efficient and extensive service management can only be achieved when technical and IT departments work together to secure or in the case of a malfunction, quickly reconstruct the quality of service level agreed upon with the customer. Moreover, service and business processes also need to be defined or adjus-ted.
It is the responsibility of IT to continuously align its services, service processes and inf-rastructure for service delivery with the requi-rements of the business. Information, input and service requests from customers must be chronologically recorded, classified and cross-processed within the time and cost li-mits set by management or the customer. OTRS Help Desk manages and monitors the-se values and thus, the quality of the-service.
New optimized overview functionalities help increasing productivity in your IT Service Management
You can now perfectly adjust your customer service to your individual company requi-rements with new Dashboard- and Ticket- overview possibilities. In OTRS Help Desk 3.3. you can select which ticket attributes, like status, queue, priorities, escalation time or even dynamic fields you want to be shown. A dropdown menu allows you a further filter. With a simple click on the column headers you sort in ascending or descending order. Another feature facilitate the marking of im-portant articles and clear tree structures in the selection of queues and services offer a great overall view.
Longer names of queues or services are now fitted in with the available space and are clear displayed.
The advanced search functions enable you to search for relative dates liike ‘more than a month ago‘ in all dynamic fields for date and time.
Better planning, administration and automation
OTRS Help Desk 3.3 is very user friendly and adaptable to any kind of company and its requirements. Therefore you save a lot of time and laborious assignments.
§ The new event based Generic Agent allows to define technical events that assign the status, the queue, the owner or other ticket attributes automatically. Automatic ticket movements and escalations according to hierarchical structures can now easily be achieved.
§ Easy authorization management: With the new graphical ACL editor you can administrate authorizations like e.g. ‘only the 1st-Level-Support is allowed to close tickets‘.
§ Plan even better with your resources and changes: The new calendar widget shows tickets as events in the calendar.
§ Create informative statistics about your ticket volume and status at any time with the push of a button and display them in your Dashboard.
Faster Request and Incident Manage-ment with minimum effort
The service desk, also known as SPOC (Sin-gle Point of Contact), registers, classifies, and according to importance, forwards all re-quests, that cannot be handled by the service desk itself to the respective units within the service organization.
The primary objective of the incident manage-ment process, combined with the goal to re-duce the resulting, potentially negative impact on the business, is to restore any impaired service performance.
The service desk is responsible for a request throughout the entire process. Accordingly, the service desk employees and their provi-ded quality of service determine the level of customer satisfaction.
OTRS offers cross-process IT support in or-der to ensure the best quality of service.
Request Fulfillment and Incident Management
New in OTRS 3.3
§ Reply templates for new created tickets and for forwarded tickets
§ Filters Responsible/Owner out of incoming Emails and use them for new ticket
Classical
§ Move tickets directly into other
queues from within the TicketAction logues (TicketNote, TicketClose)
§ Search for tickets based on escalation time or defined dynamic fields
§ Inclusion of the additional time scale „weeks“ for the creation of reports
§ Event-based notifications can now be sent out only for specific Article Sender Types. § Quick incident tracking via web front-end § Automatic issuing and follow-up with NMS-Alerts
§ Templates for standard incidents § Incident classification via services and flexible category trees
§ (Auto) Canned responses for recurring requests
§ WYSIWYG editor for formatting and grating pictures
User Interface
New in OTRS 3.3
§ OTRS is now Retina-ready using font characters from the FontAwesome webfont instead of image icons
§ Overview of number of tickets in status and queues on the dashboard
Integration of Third Party Systems
New in OTRS 3.3
§ Usage of multiple customer company databases
§ Automatical storage of customer user data in ticket dynamic fields for permanent sto rage in the ticket to improve reporting § Recognition of external ticket numbers § OTRS can now fetch email also over POP3/ TLS connections
Classical
§ The OTRS ticket connector allows
the creation, updating and searching of tickets, via Web Services from a third party application
§ Easy creation of new Web Service tions without programming
§ Create new Web Services by leveraging existing ones
§ Build complex scenarios by plugging in custom OTRS extensions
§ Network transports: SOAP/HTTP Database Support
New in OTRS 3.3
§ Setup OTRS now on PostgreSQL, Oracle and SQL Server databases in addition to MySQL with the new OTRS Web Installer. Furthermore, OTRS has now full support for MySQL 5.6.
Classical
§ Added PostgreSQL 9.1 support and lega- cy driver is now available for PostgreSQL 8.1 or earlier versions
§ The MS SQL driver now stores binary data in VARBINARY rather than cated type TEXT and uses NVARCHAR to store text strings rather than VARCHAR (improved Unicode support).
Increased performance and higher security
§ Customer and Agent passwords can now be encrypted using the strong bcrypt algo- rithm instead of SHA and handle emails from
a specific folder
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 existing incidents
§ Noise reduction of NMS alerts
§ Cross-process access to knowledge base Service Lifecycle Management
§ Integrated service catalog
§ Service/SLA lifecycle management § Calendar view for working hours
§ 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
OTRS Help Desk - Fields of Application § IT Service (ITSM)
§ Customer service and product support § Civil-citizen service
§ Complaint Management § Procurement
§ Project Management § Sales Support
§ HR & Facility Management 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: +1 408 549 1717 F: +1 408 512 1748 Europe OTRS AG Norsk-Data-Strasse 1 61352 Bad Homburg Germany T: +49 6172 681988 0 F: +49 6172 18076 90 OTRS AG Bahnhofplatz 1a 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 863, Piso 7 Col. Nápoles
03810 Mexico City Mexico
T: +52 5511 6896 64
OTRS Lab, S.A. de C.V.
Parque de Software, Módulo A1, Circuito Norte 100
Parque Industrial Zapotlan 2000 49000 Ciudad Guzmán, Jalisco Mexico
Asia Pacific OTRS Sdn. Bhd.
A-32 Menara, NU,
203 Jalan Tun Sambanthan, 50470 Kuala Lumpur Malaysia T: +603 2035 5578 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: [email protected] Website: www.otrs.com
