Open Technology Real Services

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1 Open Technology Real Services OTRS Help Desk 3.3 The leading Help Desk solution for efficient and extensive Service Management with over 130,000 installations in 33 languages worldwide. Service Meets Business Customers today expect timely, efficient and high quality service whether in product support, IT service, or a call center. However, this often poses a problem for service organizations as they lack the transparency and IT support to actively control the quality of service they provide. Consequently, efficient, high quality, low cost service is in increasingly high demand across all industry sectors. Efficient and extensive service management can only be achieved when technical and IT departments work together to secure or in the case of a malfunction, quickly reconstruct the quality of service level agreed upon with the customer. Moreover, service and business processes also need to be defined or adjusted. It is the responsibility of IT to continuously align its services, service processes and infrastructure for service delivery with the requirements of the business. Information, input and service requests from customers must be chronologically recorded, classified and cross-processed within the time and cost limits set by management or the customer. OTRS Help Desk manages and monitors these values and thus, the quality of service. Over 130,000 organizations worldwide rely on OTRS Help Desk as their solution for efficient IT Service Management. Benefits Reduce total cost of ownership with zero license fees Save time with streamlined Service and Business processes Increase efficiency with mapped and automated processes Receive support for decentralized Service- Organizations Avoid SLA breaches and penalties Receive automated surveillance of service quality Have process integrated issue tracking Reduced request volume via Self Services See a real-time Management Dashboard Have meaningful Performance reporting Have revision secure history Be web-based and platform-independent Be modularly extensible for ITSM Suite (ITIL) 2014 OTRS Inc. 1

2 What s New in OTRS Help Desk 3.3 New optimized overview functionalities help increasing productivity in your IT Service Management You can now perfectly adjust your customer service to your individual company requirements with new Dashboard- and Ticketoverview possibilities. In OTRS Help Desk 3.3. you can select which ticket attributes, like status, queue, priorities, escalation time or even dynamic fields you want to be shown. A dropdown menu allows you a further filter. With a simple click on the column headers you sort in ascending or descending order. Another feature facilitate the marking of important articles and clear tree structures in the selection of queues and services offer a great overall view. Longer names of queues or services are now fitted in with the available space and are clear displayed. Better planning, administration and automation OTRS Help Desk 3.3 is very user friendly and adaptable to any kind of company and its requirements. Therefore you save a lot of time and laborious assignments. The new event based Generic Agent allows to define technical events that assign the status, the queue, the owner or other ticket attributes automatically. Automatic ticket movements and escalations according to hierarchical structures can now easily be achieved. Easy authorization management: With the new graphical ACL editor you can administrate authorizations like e.g. only the 1st-Level-Support is allowed to close tickets. The advanced search functions enable you to search for relative dates liike more than a month ago in all dynamic fields for date and time. Plan even better with your resources and changes: The new calendar widget shows tickets as events in the calendar. Create informative statistics about your ticket volume and status at any time with the push of a button and display them in your Dashboard OTRS Inc. 2

3 Faster Request and Incident Management with minimum effort The service desk, also known as SPOC (Single Point of Contact), registers, classifies, and according to importance, forwards all requests, that cannot be handled by the service desk itself to the respective units within the service organization. The primary objective of the incident management process, combined with the goal to reduce the resulting, potentially negative impact on the business, is to restore any impaired service performance. The service desk is responsible for a request throughout the entire process. Accordingly, the service desk employees and their provided quality of service determine the level of customer satisfaction. OTRS offers cross-process IT support in order to ensure the best quality of service. Request Fulfillment and Incident Management Reply templates for new created tickets and for forwarded tickets Postmasterfilter with negated filtering conditions, relative dates and times Filters Responsible/Owner out of incoming s and use them for new ticket Classical Move tickets directly into other queues from within the TicketAction dialogues (TicketNote, TicketClose) Search for tickets based on escalation time or defined dynamic fields Inclusion of the additional time scale weeks for the creation of reports Event-based notifications can now be sent out only for specific Article Sender Types. Quick incident tracking via web front-end Automatic issuing and follow-up with NMS-Alerts Templates for standard incidents Incident classification via services and flexible category trees (Auto) Canned responses for recurring requests WYSIWYG editor for formatting and integrating pictures Bulk actions of multiple incidents Adaptable overviews 2014 OTRS Inc. 3

4 User Interface OTRS is now Retina-ready using font characters from the FontAwesome webfont instead of image icons Overview of number of tickets in status and queues on the dashboard Easy creation of new Web Service connections without programming Create new Web Services by leveraging existing ones Build complex scenarios by plugging in custom OTRS extensions Network transports: SOAP/HTTP Database Support Setup OTRS now on PostgreSQL, Oracle and SQL Server databases in addition to MySQL with the new OTRS Web Installer. Furthermore, OTRS has now full support for MySQL 5.6. Integration of Third Party Systems Usage of multiple customer company databases Automatical storage of customer user data in ticket dynamic fields for permanent sto rage in the ticket to improve reporting Recognition of external ticket numbers OTRS can now fetch also over POP3/ TLS connections Classical The OTRS ticket connector allows the creation, updating and searching of tickets, via Web Services from a third party application Classical Added PostgreSQL 9.1 support and legacy driver is now available for PostgreSQL 8.1 or earlier versions The MS SQL driver now stores binary data in VARBINARY rather than deprecated type TEXT and uses NVARCHAR to store text strings rather than VARCHAR (improved Unicode support). Increased performance and higher security Customer and Agent passwords can now be encrypted using the strong bcrypt algorithm instead of SHA and handle s from a specific folder Better performance due to the usage of icon fonts reducing the load time 2014 OTRS Inc. 4

5 Process Automation and Workflow Management Flexible display of workflows and service and release processes Automatic and manual routing of incidents by the service organization Access control via role- and group-based authorization Integration of external service provider Automatic follow up mechanism in existing incidents Noise reduction of NMS alerts Cross-process access to knowledge base Service Lifecycle Management Integrated service catalog Service/SLA lifecycle management Calendar view for working hours Linking of services, tickets, contacts and FAQ articles Support of impact analyses Extensive reporting for services and SLAs Monitoring Quality of Service and Performance Reporting Automatic monitoring of quality of service via SLA-based escalations Alert function via thresholds Dashboard Incident monitoring via watch lists Menu-driven issuing of reports Accounting for compliance requests (revision security) Time Recording Out-of-Office function Time-controlled execution, export and sending of reports OTRS Help Desk - Fields of Application IT Service (ITSM) Customer service and product support Civil-citizen service Complaint Management Procurement Project Management Sales Support HR & Facility Management System Requirements Client All common and current HTML browsers except for: Microsoft Internet Explorer versions 8 and earlier Firefox versions 3 and earlier Netscape Operating System Windows, Linux, Unix, MacOS, Fedora Core, OpenBSD, FreeBSD, AIX Webserver Apache2, Microsoft IIS Database MySQL, Microsoft SQL Server, PostgreSQL, Oracle Directory Services Microsoft Active Directory, Novell edirectory, OpenLDAP, Oracle Internet Directory, Sun ONE Directory, Fedora Directory Server 2014 OTRS Inc. 5

6 International Office Locations Regions North America OTRS Inc Stevens Creek Blvd. Cupertino, CA USA T: F: Europe OTRS AG Norsk-Data-Strasse Bad Homburg Germany T: F: OTRS AG Bahnhofplatz 1a Straubing Germany OTRS B.V. Schipholweg XC Leiden The Netherlands T: F: Latin America OTRS S.A.de C.V. Av. Insurgentes Sur 863, Piso 7 Col. Nápoles Mexico City Mexico T: OTRS Lab, S.A. de C.V. Parque de Software, Módulo A1, Circuito Norte 100 Parque Industrial Zapotlan Ciudad Guzmán, Jalisco Mexico Asia Pacific OTRS Sdn. Bhd. A-32 Menara, NU, 203 Jalan Tun Sambanthan, Kuala Lumpur Malaysia T: F: OTRS Ltd. Rm 406, 4/F Boss Commercial Centre 28 Ferry Street, Jordon Kowloon Hong Kong T: Contact Website: [email protected] OTRS Inc. 6