otrs basic training part2 front ends and agent views

August 29, 11 | 19! OTRS Group Author: Hauke Bttcher, Director Partner Management [email protected]!

Four Separate OTRS Web Front-Ends!

MODULE 2!


OTRS is a web-based application. Access the Agent Web front-end using your local browser!

2. Four Separate OTRS Web Front-Ends 2.1 Agent Web Front-End !


Customers can file request to OTRS via the Customer Web front-end!

2. Four Separate OTRS Web Front-Ends 2.2 Customer Web Front-End!


The Administrator Web front-end allows to manage OTRS according to your companys needs!

2. Four Separate OTRS Web Front-Ends 2.3 Administrator Web Front-End !


The Public Web front-end provides public access to your Knowledge Base!

2. Four Separate OTRS Web Front-Ends 2.4 Public Web Front-End !


Agent Web Front-End Overview!

MODULE 3!


Manual login or Single Sign-On!

3. Agent Web Front-End Overview3.1 Login to OTRS!

Username & Password usually they are stored in your companys directory service or provided by your OTRS administrator. If your company is using Single SignOn you login automatically with your login credentials.!

Lost Password click to get a new password!


Forgot your password?!

3. Agent Web Front-End Overview3.1 Login to OTRS!

Enter your Username and click submit to get a new password. The new password will be sent to your email account.!


3. Agent Web Front-End Overview3.2 Dashboard!Components and tool bars! Logout!

Click on your username to access your individual preferences.!

The Icon bar shows ticket status information and grants access to views and searches. !

The Main Navigation allows you to access several modules of your OTRS to execute global actions.!

Your Dashboard settings may look different due to more or less options available. Settings define the widgets that are available in your dashboard.!

The Dashboard button allows you to browse back to the Dashboard from each screen.!


Always up-to-date with direct access to your tickets!

3. Agent Web Front-End Overview3.2 Dashboard!

Dashboard widgets in the left column show a quick summary of the tickets that are in the states pending, escalated, new and open. The listed tickets can be directly accessed by clicking on the ticket number.!

The Dashboard widget 7 Day Stats shows the number of tickets that have been closed and created in the last 7 days.!


Adjust the Dashboard according to your needs!

3. Agent Web Front-End Overview3.2 Dashboard!

Remove dashboard widgets by clicking the x which appears when hovering over the top right hand corner of a widget.!

Add back dashboard widgets by checking the boxes shown in the Settings.!

Drag & Drop allows you to rearrange the widgets according to your own requirements. Click on the header of a widget and keep the mouse pressed to move elements.!


Tweak the systems behavior according to your working style!

3. Agent Web Front-End Overview3.3 Setting Your Own Preferences!

Define a planned time in that you will be unavailable using the Out of Office feature. Information will be shown next to your name in all select boxes where an agent can select your name.!

System messages provide short updates on current activities.!

Select the queues that will be shown in your dashboard under MyQueues. Selecting queues from this list is a precondition to get notifications for tickets in these queues.!


The Ticket Zoom View provide an overview on the current case and all its interactions !

3. Agent Web Front-End Overview3.4 Ticket Zoom View!

The Priority indicator shows the current priority of a ticket!

Ticket number the unique identifier and ticket title!

Article tree options allow to expand / minimize shown articles!

Ticket actions allow actions that relate to the ticket as a whole !

Article actions allow actions that relate to a specific article. Depending on the articles type (i.e. inbound / outbound message, note) different actions are available!

Ticket information provide an overview on a tickets state.!

Customer information provide the requesters contact details.!


The Queue View provide a quick overview on unlocked tickets!

3. Agent Web Front-End Overview3.5 Queue View!

Select Queue View!

The Icon Bar provides an optional way to quickly access the Queue View!


The Queue View provide a quick overview on unlocked tickets!


My Queues - The listed queues can be defined in your preferences. If enabled, the selection of a queue will also guarantee that you get notifications by email about new tickets or changes to existing tickets in a selected queue.!

The time period for a refresh of your Queue View can be defined within your user preferences.!

Numbers in brackets show you the number of unlocked tickets per queue as well as a total over all queues.!

By default, the Queue View will list only tickets that are:! in queues on which the agent has RW permissions! in the state new and/or open! unlocked!These are usually tickets that the agent needs to work on. But, this behavior might be different in your OTRS, i.e. you might be allowed to access tickets in all queues instead.!


What the colored stars tell you!


Yellow stars:! there is at least one article in the ticket that has not yet been opened by you!AND! the ticket has been assigned to you as the

owner, regardless if locked or unlocked!

White stars:! there is at least one article in the ticket that has not yet been opened by you!AND! the ticket has not been assigned to you as

the owner, regardless if locked or unlocked!

No star:! all articles have already been opened by you !


The Status View shows all open and pending tickets even if they are locked!

3. Agent Web Front-End Overview3.6 Status View!

Select Status View!

The Icon Bar provides an optional way to quickly display the Status View!


Adjust the view to the size of your choice!


Small, Medium, Large select the size and level of displayed information that fits your individual needs. !


Check your tickets by status!


The initial sort order criteria is the tickets priority with the highest priority on top. !

The subsequent, default sort order is by age but that can be changed to: by queue, ticket#, escalation, or any categorizing field while configuring your OTRS. As an agent you may change the given sort criteria by clicking on a different criteria (column head) within the tables header . To change the sort order just click the up/down arrow next to the column headers text. Up: oldest on top. Down: latest on top!


The Escalation View provides an overview on tickets sorted by their remaining time to escalation!

3. Agent Web Front-End Overview3.7 Escalation View!

The Escalation View displays all tickets sorted by their remaining time to escalation.!

The Escalation View displays all tickets sorted by their remaining time to escalation.!

Select Escalation View!

The icon bar provides an optional way to quickly display the Escalation View!


Avoid escalations and SLA breaches by regularly checking this view!

3. Agent Web Front-End Overview3.7 Escalation View!

Use existing filters to look ahead and be prepared to take actions before a ticket escalates.!

The subsequent, default sort order is by escalation time but that can be changed to: by queue, ticket#, or any categorizing field while configuring your OTRS. As an agent you may change the given sort criteria by clicking on a different criteria (column head) within the tables header . To change the sort order just click the up/down arrow next to the column headers text. Up: oldest on top. Down: latest on top!

The initial sort order criteria is the tickets priority with the highest priority on top. !

otrs basic training part2 front ends and agent views

Documents

separate otrs web

otrs group author

otrs administrator

public web frontend

administrator web frontend

customer web frontend

hauke bttcher

director partner management