As a
user/admin of OTRS I find it a good system for handling phone and email
request. I created a test installation in a day to allow me to play
with various concepts and try things out that I wanted to do with a real
system. After a week of part time playing with it. Was able to demo
the general concept of how it could work in our company and went to a fresh
install on a VMWare server using Linux as a company wide beta trial in a matter
of a few weeks, should be in general use in another two
weeks.
What
should be done, IMHO:
Install it and learn first hand, what it
is and what it is not.
Review the archives of this list to learn
what others are able to do with the system.
Start with a simple install and then
expand. It would be my suggestion to do a default install using MySQL,
then if your company standard database is Postgres or Oracle try moving to that
after you understand how to work with the system and how it is configured.
Same with using LDAP, start with just creating users in OTRS and then move onto
using LDAP.
Document what you are doing and why you
are doing it. I found myself starting from the beginning several times to
get just the install that I wanted.
Get input from the groups that will be
using the system after you have the concept of Queues, Groups and Roles working
in your test system.
Have
fun with the project and ask questions if needed.
Greg
Horne
Hi,
I'm working on a CRM project and my boss asked me
to verify if otrs could be the solution for handling mail and phone request. I
would like to know what could be difficult to implement otrs in my company.
What should be done? On which point should I be vigilant?
I have read the documentation but some point are
still blur.
Thanks for your help.
______________________________
Benoit Talineau
Alliance Project
Assistant
NEC
Computers SAS
Angers
'
+33(0) 2 41 36 70 98
?
Benoit.Talineau@nec-computers.com