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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
The Help Desk solution
Request processing
Deeper integration
Service Asset and Configuration Management (ITSM)
Change Management (ITSM)
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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
The Help Desk solution
Request processing
Deeper integration
Service Asset and Configuration Management (ITSM)
Change Management (ITSM)
Public interfaces
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Public interfaces
OTRS for end-users
Customer interfaceoptimized end-user interface: Show up just what matters
Phone call
Public interfaces
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Public interfaces
OTRS for agent
Agent interface
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
The Help Desk solution
Request processing
Deeper integration
Service Asset and Configuration Management (ITSM)
Change Management (ITSM)
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
The Help Desk solution
Request processing
Deeper integration
Service Asset and Configuration Management (ITSM)
Change Management (ITSM)
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
deeper integration (3/4)
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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
deeper integration (4/4)
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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
The Help Desk solution
Request processing
Deeper integration
Service Asset and Configuration Management (ITSM)
Change Management (ITSM)
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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
OTRS::ITSM import computer informations (3/4)
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FusionInventory Integration
REST/JSON communication
OTRS acts as a FusionInventory server Import software, network, computer CIs
OTRS::ITSM import computer informations (4/4)
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FusionInventory Integration
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
The Help Desk solution
Request processing
Deeper integration
Service Asset and Configuration Management (ITSM)
Change Management (ITSM)
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.
ITSM: Change Management (2/5)
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Various level of acknowledgement
Each step has to be validatedby the related manager.
ITSM: Change Management (3/5)
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Getting things done in time
The planning matters a lot.
ITSM: Change Management (4/5)
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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
...
ITSM: Change Management (5/5)
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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
http://find/