otrs help desk-solutions-linux-2012

OTRS Help Desk and Asset Management

Goneri Le Bouder

June 2012

Solutions Linux 2012

Goneri Le Bouder

About myself

I FusionInventory project co-leaderI Debian DeveloperI Work at TECLIB’, Paris, France

Asset management and Help Desk consulting(FusionInventory, GLPI, OTRS)

Outline

Help Desk?

System requirements

The Help Desk solution

Request processing

Deeper integration

Service Asset and Configuration Management (ITSM)

Change Management (ITSM)

Why an Help Desk software matter?

the Benefits

I central point of contact for the usersI associate request depending on the agent skillI ensure request are resolved in time (SLA)I reportingI much more

History

2001 Created by Martin Edenhofer2002 OTRS 0.52003 OTRS GmbH2007 OTRS 2.02010 OTRS 3.0 and OTRS::ITSM 2.0

today OTRS 3.1

OTRS

the big picture (1/2)

I an Help Desk softwarenot to confuse with a bug tracker

I an IT Service Management solution (ITSM)I ITIL V3 Best Practices

The big picture

the big picture (2/2)

I Free Software: GNU Affero General Public License 3I Available in 33 languagesI A powerful underlying framework

Who is behind the software (1/2)

OTRS Company

I Drives the projectI Offices in Germany, Netherlands, USA, Mexico, Hong

Kong, MalaysiaI 70 employeesI Provides consulting, software development, Support,

etc

Who is behind the software (2/2)

The community

I QAI Specific platform supportI LocalizationsI Provides Add-On and integrationI Free support (mailing list, forums, etc)I Promotion

OTRS

Who use OTRS?

I Used World-Wide!I 100 000+ corporate installationI Certified partners on 3 continents

Outline

Help Desk?

System requirements


Request processing

Deeper integration



Supported OS

OTRS can be used on any Operating System

I LinuxI SolarisI AIXI FreeBSDI MacOSXI WindowsI ...

Supported Database

Supported databases

I MySQL 4.1+I PostgreSQL 8.2+I Oracle 10g+I MS SQL 2005+

OTRS also has unsupprted drivers for

I IngresI IBM DB2

Authentification backend (1/3)

Database

I the default configuration


Great LDAP integration

I Large collection of supported serversI Advanced native LDAP interfaceI Ability to deal with exotic configuration


But also

I HTTPAuthI RadiusI Access Control List based on Email domainI Easy to write or extend Auth moduleI ...

Conclusion

OTRS isI versatil

use the OS, DB, Auth mechanism you need

Outline

Help Desk?

System requirements


Request processing

Deeper integration



Public interfaces

OTRS for end-users

I Customer interfaceoptimized end-user interface: Show up just what matters

I EmailI Phone call

Public interfaces

OTRS for agent

I Agent interfaceI EmailI Phone callI iPhone and Android apps

Other system (1/2)

How to deal with

I the monitoring AlertsI notifications from other systemI other Tracking systems

Other system (2/2)

OTRS offers various interfaces

I works out of the box for most of the monitoringsolutions

I Emailwith or without meta informations (X-OTRS-*)

I SOAPI REST/JSONI Internal modules

Conclusion

OTRS isI much more than a random web application

Outline

Help Desk?

System requirements


Request processing

Deeper integration



Ticket life cycle

Common request

1. Customer input2. Queue assignment3. Agent process the request

the “Customer”

Customer has

1. A company and common informationphone number, etc

2. No need to know him/her, an email is enoughhelpful for a [email protected] like address

3. Some settingsLanguage, ...

the “Agent”

Agent has

1. Subscribed to one or more Queue2. Some advanced privilege (Group and Role)

a “Queue”

Queue can have

1. some email templates2. a specific email address3. it’s own signature4. sub-Queue

Also

OTRS offerts

1. a well desgined tool to do the jobSimple enough for new comers

2. a lot of action can be automatede.g: All request from @foobar.com to the same agent

Conclusion

OTRS isI powerful and can deal with all the common Helpdesk

configuration

Outline

Help Desk?

System requirements


Request processing

Deeper integration



deeper integration

Advanced configuration (1/4)

1. A lot of advanced settings are available2. Dynamics Fields3. Template tweaking

deeper integration (2/4)

OTRS Framework allow to do more or less anything

1. Filter some ticket based on criteria2. Collect information from another software3. etc


Not to forget

1. SMIME and GnuPG support2. define your own signature / language / template /

etc3. basic Service and SLA support at this stage


Addons

1. OTRS Corp repository: only available for OTRScustomers

2. OPAR repository: OTRS Package Archive more than 50public packages already available

Documentation and API reference to write addons isavailable.

Addons can be harmfulAn Addon changes the DB structure and existing files.

Conclusion

OTRSI offers various ways to address very specific needs

ITSM

6 certified processes (Pink Elephant)

I Incident ManagementI Request FulfillmentI Problem ManagementI Knowledge ManagementI Service Asset and Configuration ManagementI Change Management

Outline

Help Desk?

System requirements


Request processing

Deeper integration



OTRS::ITSM import computer informations (1/4)

The CMDB

I ITIL compatibleI Ability to edit quickly Configuration Item Class

DefinitionI Connector Generic Interface, FusionInventory

OTRS::ITSM SLA

based on ITIL incident lifecycle

Advanced SLA:various time spans

I up to 99 different calendarsI Response Time: reaction time with incidentsI Update Time: notification timeI Solution Time: time elapsed until incidents are

resolved or delivery time for service requestsI Min. Time Between Incidents


FusionInventory Integration

I Runs on most the Operating SystemWindows, MacOSX, Linux, Solaris, AIX, BSD, HP-UX, etc

I Simple deployment with predefined configuration files



I REST/JSON communicationI OTRS acts as a FusionInventory serverI Import software, network, computer CIs



I In developement since decemberI Mostly ready, beta open to OTRS CustomersI Will be freely available in the future

For now, only for OTRS Customers

Conclusion

OTRSI has an ITIL compliant CMDBI can act as a FusionInventory server to collect

information from the assets

Outline

Help Desk?

System requirements


Request processing

Deeper integration



ITSM: Change Management (1/5)

A lot of small changes

A common SI change requires action from different team,sometime in different departement, country or company.


Various level of “acknowledgement”

Each step has to be validated by the related manager.


Getting things done “in time”

The planning matters a lot.


Example

IT Changes: new Help Desk softwareI A new server must be deployed

(heat, outlet, power, etc)I A OS must be installedI Documenation needs to be validatedI Software has to be configuredI DNS configuration changes must be operated in timeI Service has to be monitoredI Help Desk people need to get readyI ...


Drive you infrastructure changes with OTRS

I understand impact, cost, benefit and risk of proposedchanges

I Keep in touch with the teams in a global strategyReduce the background noise, give only the informationthat matters

I Split operation as work ordersI CMDB: Identify affected CII Follow step by step what has been doneI Schedule the actionsI Statistic

Changes Within a Defined Period, Changes by Category,Rejected Changes, ...

Conclusion

OTRS Change Management will help toI understand impact and cost of changesI secure your incoming SI changesI improve communication between teamI ...

Question?

Thanks

Thanks!

I OTRS team

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