We offer you user and administrative trainings, workshops and consulting services. Please send us an inquiry and we will gladly make you a personal offer for a training course.

XPRON’s user training OTRS is addressed to the users of OTRS: usually the agents. This training provides basic knowledge on the handling and use of OTRS, with the help of practical examples and exercises. In particular, the following OTRS basics are examined, which can, however, also be adjusted according to your needs:

Agenda of an OTRS-user training

Download PDF (328 KB)

Duration: 1 day
Location: office XPRON
Price: EUR 490.00 per participant
Dates: see on the right side and on request
Minimum number of participants: 4
Maximum number of participants: 8

Day 1:

The Dashboard – All events at a glance

• Single windows and their personal settings

Menu settings – adjust personal preferences

• User interface, Ticket area, Mail Management and other options

General OTRS-interface

• Use of the OTRS menus and of the context menu
• News area

Menu item Ticket – the functions of the context menu

• Queue-view
• Client history
• Telephone ticket
• E-Mail-Ticket
• Ticket search

Creating a ticket via the context menu option: telephone ticket

• Tab: e-mail addresses
• Tab: message
• Tab: attachments

Ticket-preview: functions and options

• Personal settings options and functions

Functions and options of the content view (detail view) of a ticket

• Tab: communication and process steps
• Tab: contacts
• Tab: connected objects
• Tab: Free fields function
• Quick access function

The use of the ticket-search function

• Creating search filter methods
• Use of the memory function of search templates