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 § Have revision secure history
§ Be web-based and platform-independent
OTRS Help Desk 3.2
The leading Help Desk solution for efficient and extensive Service
Management with over 110,000 installations in 32 languages worldwide.
Service Meets Business
Customers 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. Over 110,000 organizations worldwide rely on OTRS Help Desk as their solution for efficient IT Service Management.
The Process Management Module - Service Meets Business
To extensively optimize customer service, ser-vice and business processes and logics must be analized, defined or revised. The Process Management Module in OTRS Help Desk 3.2 enables the mapping, creation and adminis- tration of these. Thereby, tickets are routed through free, configurable workflows and with the help of individual decision dialogues crea-ted by Dynamic Fields, the agent or customer is guided perfectly through the process. Fur-thermore, conditions can be defined for tran-sitions from one process status to another, for example, an automatic change of queues or the closing of tickets.
§ Mapping, creation and administration of processes
§ Routing tickets through defined flows
§ Creation of decision dialogue forms as a perfect guide through the process
§ Process automatization through defined conditions
§ Usable in agent and customer interfaces
The Customer Information Center - Get a Better Overview
OTRS Help Desk 3.2 has a better overview of customers. The new Customer Informati-on Center offers a dashboard-like view Informati-on all escalated, reminder, new and open tickets of a specific customer company. All customer users and their individual ticket count are also displayed.
§ All tickets from a specific customer com- pany at one glance
§ A perfect overview of all customer users and their tickets
§ Faster ticket creation with shortcuts § Direct access to the customer panel with the new „Switch to Customer“ feature
Increased scalability
§ Improved performance of up to 40 percent § Doubled scalability
§ Session Management is 10 times faster § Improved ticket archiving
§ Number of simultaneously working agents or users can be restricted
§ Improved performance within LDAP-User- Synchronization
Transparency for the Customer: Service Request and Incident Management The service desk, also known as SPOC (Sin-gle Point of Contact), registers, classifies, and according to importance, forwards all requests, that cannot be handled by the Ser-vice 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 3.2
§ Move tickets dirctly into other
queues from within the TicketAction logues (TicketNote, TicketClose)
§ Search for tickets based on escalation time or defined dynamic fields
§ Exclude articles of certain sender types from being displayed in the overview
§ Ticket search jumps directly into the TicketZoomView when only one result is found
§ 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.
Classical
§ Quick incident tracking via web front-end § Email, phone, fax, PDA, SMS, SOAP/XML § Automatic issuing and follow-up with NMS-Alerts
§ Templates for standard incidents § Integration of the PBX system (CTI) for pre-filling of input mask and direct tion
§ Incident classification via services and flexible category trees
§ Integration of content from a knowledge base
§ (Auto) Canned responses for recurring requests
§ Linking, merging and splitting of incidents § Master-slave functionality
§ Full-text search
§ Multi-client customer service capability § WYSIWYG editor for formatting and grating pictures
§ Bulk actions of multiple incidents § Adaptable overviews
User Interface New in OTRS 3.2
§ Manual configuration of size of the Rich Text Editor in each ticket screen
§ Full support for AJAX and ACLs in the Customer web interface, but this requires JavaScript, which excludes the use of Internet Explorer 6 and earlier
§ Out-of-Office Dashboard Widget shows all colleagues that are away
§ Human-readable certificate contents can now be displayed in AdminSMIME
Integration of Third Party Systems New in OTRS 3.2
§ Access the FAQ Module via Web Services of the Generic Interface with the included FAQ Connector and for display FAQ articles on the company website
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
§ Support of asynchronous event handling § Built-in graphical debugger to check the configuration and flow of information § Configurable data mapping GUI for key/value transformations
§ Network transports: SOAP/HTTP Database Support
§ Added PostgreSQL 9.1 support § A new legacy 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).
Email Integration
§ Can handle emails from a specific folder instead of just from the Inbox folder when connecting to IMAP mail accounts
§ OTRS can connect to IMAP servers using Transport Layer Security (TLS), which is useful for modern restricted ronments
Self Service for the End-User § Structured collection and tracking of incidents via customer web front-end § Transparent process progress and status of incidents
§ Listing of all incidents in a client‘s tion
§ End-user access to select content from the knowledge base
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 exiting incidents
§ Noise reduction of NMS alerts
§ Cross-process access to knowledge base Service Lifecycle Management
§ Integrated service catalog
§ Service/SLA lifecycle management § Depositing of working hour calendars § 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 § Out-of-Office function
§ Time-controlled execution, export and
OTRS Help Desk - Fields of Application § Internal and external IT Service (ITSM) § Customer service and product support § Civil-citizen service § Call Center § Complaint Management § Procurement § Project Management § Sales Support § HR Management § Facility Management § And more ... 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: +1 415 3660178 F: +1 415 3660179 Europe OTRS AG Norsk-Data-Strasse 1 61352 Bad Homburg Germany T: +49 6172 681988 0 F: +49 6172 18076 90 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, Módulo A1, Circuito Norte 100
Parque Industrial Zapotlan 2000 49000 Ciudad Guzmán, Jalisco Mexico
Asia Pacific OTRS Sdn. Bhd.
A06 , Block 1B,
Level 15, Plaza Sentral, Jalan Stesen Sentral 5, 50470 Kuala Lumpur, Malaysia T: + 603-9236-1118 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
