OTRS admin-training

You would like to administer your ticket system OTRS yourself? We gladly will train your staff. As an IT service provider, we maintain and manage several OTRS systems for our customers. The everyday contact with the systems by administrators, as well as agents, always enables us to include the experiences and lessons learned from a hands-on environment in our trainings.

The duration and the place of the training can be planned individually. After the seminar, we will provide you with self created manuals, which are compiled for you according to your priorities.

Please send us an inquiry and we will gladly make you a personal offer for an administration training course according to your personal requirements.

Agenda of an OTRS-Admin-Basics training at XPRON

OTRS training schedule 2011
Download PDF (328 KB)

Duration: 3 days
Location: office XPRON
Price: EUR 950.00 per participant
Dates: see on the right side and on request
Minimum number of participants: 4
Maximum number of participants: 8

Day 1: INTRODUCTION AND INSTALLATION

  • Central terms in OTRS
  • Explanation of a Trouble Ticket System
  • Hard- and software requirements in OTRS
  • OTRS-Features
  • Preparation of an OTRS-Windows-installation
  • Installation of OTRS via Windows installer/ IIS
  • Installation of the OTRS modules
  • OTRS framework extension with ITSM
  • Installation of the ITSM modules
  • OTRS file system
  • OTRS services
  • Planning of a workflow
  • Establishing users, groups and roles
  • Setting up queues, users, clients and authorizations
  • Escalation and SLAs
  • Basis adjustment of the OTRS system via SysConf elements
  • Introduction of the alternative configuration of scripts in the config.pm

 

Day 2: PROCESS COMMUNICATION AND ADMINISTRATION

  • Basics: Setting up e-mail accounts and receiving e-mails via OTRS
  • Setting up an SMTP and sending e-mails via OTRS
  • Auto-response and e-mail templates
  • Allocation and configuration of auto-responses
  • Filtering e-mails via POP/IMAP
  • Filtering e-mails via X-OTRS postmaster
  • Automation of tasks via X-OTRS postmaster
  • Automation of processes via Generic Agent
  • Integration of external mySQL customer databases
  • Integration of agents via LDAP
  • Configuration of config items from the CMDB

 

Day 3: DESIGN AND WORKFLOWS

  • Central elements within the OTRS front end  interface
  • Introduction of the group "client user" and of the client user front end
  • Access to the client user front end
  • Customization of the user interface and the corporate designs
  • Creation of tickets via phone & e-mail-ticket
  • Working with tickets: notes, priorities, status change, schedule tickets
  • Creation and tracking of tickets at the client front end
  • Generic Ticket-Workflow
  • Additional characteristics of OTRS such as calendar, webmailer, FAQ
  • Independent set-up of OTRS and workflows
  • Information search, sources and OTRS references
  • Concluding discussion about the themes covered