Otrs Helpdesk Solutions Linux 2012 120620044302 Phpapp01

8/9/2019 Otrs Helpdesk Solutions Linux 2012 120620044302 Phpapp01

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OTRS Help Desk and Asset Management

Goneri Le Bouder

June 2012

Solutions Linux 2012
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Goneri Le Bouder

About myself

FusionInventory project co-leader

Debian Developer

Work at TECLIB, Paris, FranceAsset management and Help Desk consulting(FusionInventory, GLPI, OTRS)
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Outline

Help Desk?

System requirements

The Help Desk solution

Request processing

Deeper integration

Service Asset and Configuration Management (ITSM)

Change Management (ITSM)
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Why an Help Desk software matter?

the Benefits

central point of contact for the users

associate request depending on the agent skill

ensure request are resolved in time (SLA)

reporting

much more
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History

2001 Created by Martin Edenhofer

2002 OTRS 0.5

2003 OTRS GmbH2007 OTRS 2.0

2010 OTRS 3.0 and OTRS::ITSM 2.0

today OTRS 3.1
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OTRS

the big picture (1/2)

an Help Desk softwarenot to confuse with a bug tracker

an IT Service Management solution (ITSM)

ITIL V3 Best Practices
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The big picture

the big picture (2/2)

Free Software: GNU Affero General Public License 3 Available in 33 languages

A powerful underlying framework
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Who is behind the software (1/2)

OTRS Company

Drives the project

Offices in Germany, Netherlands, USA, Mexico, HongKong, Malaysia

70 employees

Provides consulting, software development, Support,

etc
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Who is behind the software (2/2)

The community

QA

Specific platform support Localizations

Provides Add-On and integration

Free support (mailing list, forums, etc)

Promotion
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OTRS

Who use OTRS?

Used World-Wide!

100 000+ corporate installation

Certified partners on 3 continents
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Outline

Help Desk?

System requirements


Request processing

Deeper integration


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Supported OS

OTRS can be used on any Operating System

Linux

Solaris

AIX

FreeBSD

MacOSX

Windows

...

S t d D t b
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Supported Database

Supported databases

MySQL 4.1+

PostgreSQL 8.2+

Oracle 10g+ MS SQL 2005+

OTRS also has unsupprted drivers for

Ingres

IBM DB2

A th tifi ti b k d (1/3)
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Authentification backend (1/3)

Database

the default configuration

A th tifi ti b k d (2/3)
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Authentification backend (2/3)

Great LDAP integration

Large collection of supported servers Advanced native LDAP interface

Ability to deal with exotic configuration
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Conclusion


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Conclusion

OTRS is

versatiluse the OS, DB, Auth mechanism you need

Outline
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Outline

Help Desk?

System requirements


Request processing

Deeper integration



Public interfaces
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Public interfaces

OTRS for end-users

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

Email

Phone call

Public interfaces
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Public interfaces

OTRS for agent

Agent interface

Email

Phone call

iPhone and Android apps

Other system (1/2)
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Other system (1/2)

How to deal with

the monitoring Alerts notifications from other system

other Tracking systems

Other system (2/2)
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Other system (2/2)

OTRS offers various interfaces

works out of the box for most of the monitoringsolutions

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

SOAP

REST/JSON

Internal modules

Conclusion


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Conclusion

OTRS is much more than a random web application

Outline
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Outline

Help Desk?

System requirements


Request processing

Deeper integration



Ticket life cycle
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Ticket life cycle

Common request

1. Customerinput2. Queueassignment

3. Agentprocess the request
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the Agent


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the Agent

Agent has

1. Subscribed to one or moreQueue

2. Some advanced privilege (Group and Role)

a Queue
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a Queue

Queue can have

1. some email templates

2. a specific email address

3. its own signature

4. sub-Queue

Also
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OTRS offerts

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

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

Conclusion
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OTRS is

powerful and can deal with all the common Helpdeskconfiguration

Outline
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Help Desk?

System requirements


Request processing

Deeper integration



deeper integration
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g

Advanced configuration (1/4)

1. Alotof advanced settings are available2. Dynamics Fields

3. Template tweaking

deeper integration (2/4)
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OTRS Framework allow to do more or less anything

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

3. etc

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Not to forget

1. SMIME and GnuPG support

2. define your own signature / language / template /etc

3. basic Service and SLA support at this stage

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Addons

1. OTRS Corp repository: only available for OTRScustomers

2. OPAR repository: OTRS Package Archive more than 50

public packages already available

Documentation and API reference to write addons isavailable.

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

Conclusion
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OTRS offers various ways to address very specific needs

ITSM
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6 certified processes (Pink Elephant)

Incident Management

Request Fulfillment

Problem Management

Knowledge Management

Service Asset and Configuration Management

Change Management

ITSM
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Outline
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Help Desk?

System requirements


Request processing

Deeper integration




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OTRS::ITSM SLA


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based on ITIL incident lifecycle

Advanced SLA:various time spans

up to 99 different calendars

Response Time: reaction time with incidents Update Time: notification time

Solution Time: time elapsed until incidents areresolved or delivery time for service requests

Min. Time Between Incidents

OTRS::ITSM import computer informations (2/4)
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FusionInventory Integration

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

Simple deployment with predefined configuration files

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REST/JSON communication

OTRS acts as a FusionInventory server Import software, network, computer CIs

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In developement since december

Mostly ready, beta open to OTRS Customers

Will be freely available in the futureFor now, only for OTRS Customers

Conclusion
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OTRS

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

information from the assets

Outline
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Help Desk?

System requirements


Request processing

Deeper integration



ITSM: Change Management (1/5)
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A lot of small changes

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

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Various level of acknowledgement

Each step has to be validatedby the related manager.

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Getting things done in time

The planning matters a lot.

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ExampleIT Changes: new Help Desk software

A new server must be deployed(heat, outlet, power, etc)

A OS must be installed Documenation needs to be validated

Software has to be configured

DNS configuration changes must be operated in time

Service has to be monitored

Help Desk people need to get ready

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Drive you infrastructure changes with OTRS

understand impact, cost, benefit and risk of proposedchanges

Keep in touch with the teams in a global strategyReduce the background noise, give only the information

that matters Split operation as work orders

CMDB: Identify affected CI

Follow step by step what has been done

Schedule the actions Statistic

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

Conclusion
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OTRS Change Management will help to

understand impact and cost of changes

secure your incoming SI changes

improve communication between team

...
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Question?

Thanks
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Thanks!

OTRS team
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Documents

Otrs Helpdesk Solutions Linux 2012 120620044302 Phpapp01