033-eng-productbrochure otrs 3.2 (1)

7/27/2019 033-EnG-Productbrochure OTRS 3.2 (1)

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Benets

§ Reduce total cost of ownership with

zero license fees

§ Save time with streamlined Service and

Business processes

§ Increase efciency with mapped and

automated processes

§ Receive support for decentralized Service-

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

§ Be modularly extensible for ITSM Suite

(ITIL)

© 2013 OTRS AG www.otrs.com 1

OTRS Help Desk 3.2

Open Technology Real Services

The leading Help Desk solution for efcient and extensive Service

Management with over 110,000 installations in 32 languages worldwide.

Service Meets Business

Customers today expect timely, efcient 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, efcient,

high quality, low cost service is in increasingly

high demand across all industry sectors.

Efcient 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 dened 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, classied 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 service.

Over 110,000 organizations worldwide rely on

OTRS Help Desk as their solution for efcient

IT Service Management.




OTRS Help Desk 3.2 - Extensive Service Management

The Process Management Module -

Service Meets Business

To extensively optimize customer service, ser-

vice and business processes and logics must

be analized, dened 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, congurable workows 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 dened 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 dened work-

ows

§ Creation of decision dialogue forms as a

perfect guide through the process

§ Process automatization through dened

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 on all

escalated, reminder, new and open tickets of

a specic customer company. All customer

users and their individual ticket count are

also displayed.

§ All tickets from a specic customer com-

pany at one glance

§ A perfect overview of all customer usersand 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

What’s New in OTRS Help Desk 3.2





Transparency for the Customer: Service

Request and Incident Management

The service desk, also known as SPOC (Sin-

gle Point of Contact), registers, classies,

and according to importance, forwards allrequests, 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 Fulllment and Incident

Management

New in OTRS 3.2

§ Move tickets dirctly into other

queues from within the TicketAction dia-

logues (TicketNote, TicketClose)

§ Search for tickets based on escalation

time or dened dynamic elds

§ Exclude articles of certain sender types

from being displayed in the overview

preview

§ 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 notications can now be sent

out only for specic 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-lling of input mask and direct selec-

tion

§ Incident classication via services and

exible category trees

§ Integration of content from a knowledge

base

§ (Auto) Canned responses for recurring

requests

§ Linking, merging and splitting of incidents

§ Master-slave functionality

§ Event-based notication

§ Resubmission of incidents





§ Full-text search

§ Multi-client customer service capability

§ WYSIWYG editor for formatting and inte-

grating pictures§ Bulk actions of multiple incidents

§ Adaptable overviews

User Interface

New in OTRS 3.2

§ Manual conguration of size of the Rich

Text Editor in each ticket screen

§ Full support for AJAX and ACLs in the

Customer web interface, but this requiresJavaScript, which excludes the use of

Internet Explorer 6 and earlier

§ Out-of-Ofce Dashboard Widget shows all

colleagues that are away

§ Human-readable certicate 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 connec-

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

conguration and ow of information

§ Congurable 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 depre-

cated type TEXT and uses NVARCHAR

to store text strings rather than VARCHAR

(improved Unicode support).

Email Integration

§ Can handle emails from a specic 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 envi-

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 organiza-

tion

§ End-user access to select content from

the knowledge base





Process Automation and Workow

Management

§ Flexible display of workows and serviceand 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-Ofce function

§ Time-controlled execution, export and

sending of reports

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




International Ofce Locations

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 Pacic

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

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033-eng-productbrochure otrs 3.2 (1)

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