Hello Kate,

I would recommend great series of blog articles on How dummy did it. After you read them, you should have basic understanding of concepts in OTRS.

https://htddi.wordpress.com/category/otrs/

Of course you could use professional consultancy services.

Good luck

Martin Jerga

ITSM Consultant

Tempest a.s.

tel: +421917792942

From: otrs [mailto:otrs-bounces@lists.otrs.org] On Behalf Of Kate Dawson
Sent: Monday, June 5, 2017 10:58 AM
To: otrs@lists.otrs.org
Subject: [otrs] Evaluating OTRS

Hi, 

I'm trying to evaluate OTRS for a small company, who are currently using Solar Winds WebHelpDesk. 

The current process for logging a service request, is 

1. A user phones a helpdesk operator

2. The helpdesk takes the details, and categorises/classifies the request. They have a large number of different categories for service requests.

3. The helpdesk operator assigns the request to a technician

4. The technician liases with the client, adding notes to the ticket until it is able to be marked as resolved. 

I wonder how OTRS can be used in this case. 

Would a queue correspond to each category of request, or should there be a queue per technician  ?

Are there any easy to read howto's that cover configuring OTRS for a small business.

Thanks in advance, 

Kate Dawson