OTRS: Overview of the Support Tickets

[OPinaArTy]

You all must be knowing that the processing of support, customer or similar questions is that many companies still face a big problem. This can be especially in the service area to collect many benefits to the customer. I am knowing that in such situations, at best, we can assist in this task by a central ticket system. Now I want to know which databases can be used with the OTRS? Let me tell you that I am not having enough knowledge about it, so you can consider me as noob in this topic. Please provide some notes by elaborating according to you. More the information you will provide, more I will get the knowledge. So please provide soon as possible.

[Suzane]

OTRS is written in Perl and can work with databases MySQL, PostgreSQL, Oracle, IBM DB2 and Microsoft SQL. As a Web server is Apache 1.3.x or 2.x and Microsoft IIS to use. As operating systems, there are several Linux distributions, BSD (Free and Open), MacOS X 10.x, and Windows 2000/2003/XP in the list of possible candidates. The control is via a standard XHTML browser (Mozilla Firefox, Internet Explorer, Opera, etc.). The communication can be handled also by email. Here, OTRS use any mail server that offers SMTP/POP3 or IMAP.

[McGrawh]

Normally a company has to do with various types of requests. (Or should arrive at least there) These are example queries from potential or existing customers who enter into the Sales Department. Existing customers may have a problem with a product and contacting the support or special requests on the functions. They may still come completely different questions, such as by journalists to the press department. Thus a total of four departments in one form or another are involved in external communications. Normally this is no problem because there is usually only a few overlaps. But what if a potential customer waves a big order, if a particular feature is implemented? Then there are several departments involved and the knowledge needs to be paired sometimes complicated by internal mail.

[T0tal L0$$]

But what if a potential customer waves a big order, if a particular feature is implemented?

It is also complicated when several employees working in a department, or when an external contact is impatient, and asks again - at best even at another employee, resulting in a sudden two operations. Handle the whole thing over (group) email folder will become confusing, especially if you want to try, for example, keep all informed with a client involved departments. It would be very useful if the sales staff know that a customer has just a huge problem with the product before the customer is calling to it to sell a different product. But in-house inquiries can unwind with a ticket system, such as IT support.

[Rock Villa]

Goal of a ticket system is to channel the incoming requests and to provide a central repository where everyone can see it necessary for information on the status of a request. OTRS compares a ticket with the medical records of a patient in the hospital. It is created when he was admitted with complaints. Doctors diagnose the problem and enter the diagnosis and treatment in the medical record. In addition to nurses and doctors to learn quickly and error - to avoid - such as the medication. Upon discharge from the hospital, the paper is archived. Something like OTRS handles incoming customer requests it. A query corresponds to a ticket, on which all subsequent events (phone calls, emails etc) is appended to this request and until such time as the problem or incident, are resolved. Just as a hospital has several departments, it offers OTRS using so-called queues, the ability to assign issues to specific departments.

[Pandya]

The mere installation of OTRS is quite simple. Who the system under Windows wants to use, invites the best complete package downloaded and the installer can run. The package contains ActivePerl, MySQL and Apache already need all the Perl plug-ins. For Linux OTRS offers a range of packages for RPM distributions such as SuSE Linux / openSUSE and RedHat Linux / Fedora Core in different versions. With SUSE forces itself to install the RPM package via YaST formally, as this one has also done the same, the various dependencies. At first some RHEL RPMs are installed and the required Perl packages via CPAN perl -e shell –MCPAN and with the command install <modulname> . Required Date, the modules CGI:: Pcalc, DBI, DBD:: mysql, Digest:: MD5 LWP:: UserAgent MIME:: Base64, MIME:: Tools, Mail:: Internet, Net:: DNS Net: : POP3, Net:: LDAP, Net:: SMTP, Authen:: SASL, GD, GD:: Text GD:: Graph, GD:: Graph:: lines, GD:: Text:: Align, XML:: Parser , PDF:: API2 and Compress:: Zlib. Finally, restart the Web server is still new, so the changes take effect from the Apache configuration.

[Sukhvinder]

As a standard administration OTRS access (root @ localhost) by default password (root) port, the first and most important step to change the password. So with the information and click on Settings. The top right you see the dialog for changing the password. With root access, you should really only exercise administrative functions on the system. For the processing of tickets you create a second account is best for itself. This fact has also been busy OTRS out with a note. Conveniently, the same reference also provides a link to user management. Some getting used to the fact that OTRS indicates existing users only by searching. So you need to possibly look for * to display all users. Just click the Add button to create a new user.