8/13/2019 Curso Oficial de Administrador de Gestion de Procesos
de OTRS
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2013 OTRS AG www.otrs.com 1
OTRS Process ManagementAdministrator Training
Open TechnologyReal Services
Take advantage of everything OTRS has to offer! Our extensive
training wil
make you an OTRS Help Desk professional in no time.
Content
More than a Help Desk-System - With OTRS3.2 you can now map
business processes
and logics. Given that service optimization
very often goes hand in hand with process
optimization, now you only need one solu-
tion to implement both professionally. This
training is an essential preparation for the
usage of the process management module
of OTRS 3.2.
This one-day training is based on the plat-
form specic OTRS Administrator Training
and supplements it with the specic aspects
of the process management with OTRS.
Along with an introduction to the wording
and elements of the new module the training
also conveys the creation of a process and
its prerequisites by means of a practical ex-
ample. As administrator you learn the addi-
tional conguration options of the module as
well as how to import and export processes
already created. Best Practices make the
training perfect.
Although the training is a crucial component
of every inhouse training for OTRS imple-
mentation projects, you can also book it se-
perately.
Prerequisites
OTRS Help Desk Administrator Training(Unix/Linux or
Windows)Benets
Professional usage of the process manage- ment module of OTRS
3.2
Faster implementation of new require-ments in the areas of
business processes
and logics.
Concise knowledge transfer from more
than 1,000 implementation projects
Booked as an inhouse training, contents
can be tailored to your individual needs
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de OTRS
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2013 OTRS AG www.otrs.com 2
OTRS Process Management Administrator Training
Day 1
Time Topic
09:00 09:30 Reception of the participants, introduction
09:30 10:30 Explanation of wording and elements of the Process
Manage-
ment Module
ProcessActivityActivity dialogueTransition
Transition action
10:30 12:30 Creation of a process example
Explanation of the process Setting up required attributes and
denitions
12:30 13:30 Lunch break
13:30 15:30 Creation of a process example
Mapping of a process
15:30 16:30 Conguration of the Process Management Module
Import/Export of processes Syscong (Process Management) Best
Practices
16:30 17:00 Round Table clarication of upcoming questions
