When I implemented OTRS I first created a list of guidelines which more or less reflected a vague SOP of standard protocol that was compatible with our department, covering items such as what format to use, what information is necessary, and how to handle various situations. After this, I called everyone together for a one and a half hour training session. Between the procedures, training, and a few questions over the following week, the agents seem to have the knowledge necessary to handle the diverse requests and follow-ups that we use. However, in my case it was only necessary to train a staff of four with previous help desk experience at one point or another in their careers. Obviously, if you're training a staff other than traditional analytical computer techs with previous help desk experience or a greater quantity of agents, different procedures will be necessary.
From an agent's perspective, OTRS is actually very easy to use, especially if they're switching over from another similar system. Although I was the one who deployed the system, I was able to figure out the agent interface by more or less tinkering around for 30 minutes. The beauty in it for us was the web accessibility of the program.
If it helps any, I found it easiest to go through about 30 or so previous requests, think out how we could use OTRS to document them, and create a list of training items based on different types of tickets and circumstances. Then in a computer lab environment, I reiterated the theory aspect and then had each agent handle a few sample tickets where they acted as the customer and agent for each other. By doing so, they knew what both the customer and the agent saw. Note to self: If you're using LDAP auth, make a separate account for them ahead of time, or it becomes quite confusing. You should also make an effort to develop a uniform and consistent manner in which to document help desk tickets, especially if you often pass help requests between agents, departments, or have an outside source that needs to review tickets. Since we often pass tickets mid-process between agents due to scheduling reasons, having people know what they need to include in their documentation, and in what format and circumstances to do so, makes the next persons life that much easier. I would share the "guide" I have Cyrille, but it would be of little use to you. It really covers how to handle situations unique to our environment and goes in very little detail on the actual usage of OTRS itself. If this is your desire, you can obtain some information in topic # 4 here: http://doc.otrs.org/1.3/en/html/ , however this documentation doesn't cover any theory is really quite mediocre compared to the excellent quality of documentation found in the server administration and installation sections. The only real "technical" documentation I ended up creating was your standard disaster recovery and installation deviation type stuff. However, all bets are off on this method if you use anything but Network Engineer or Help Desk type personnel with previous help desk software experience. Furthermore, training and documentation for Help Desk supervisors and administrators are obviously a different story due to the different tasks they perform, and one which wasn't necessary here. Good luck! If you need anything else, let me know. Paul Cainkar _____ From: Parent, Cyrille [mailto:Cyrille.Parent@ppcc.edu] Sent: Sunday, April 24, 2005 1:51 PM To: User questions and discussions about OTRS. Subject: [otrs] training manual for agents. Anyone? Has any one written or drafted a training manual or user-guide for agents? I am ready to move into production with otrs and need to train agents. Before I reinvent the wheel writing a guide, I was wondering if someone had one they're willing to share. Even if it is basic. I will of course share back with the community. Cyrille Parent Assistant Director, IT Support Services Pikes Peak Community College 5675 S. Academy Blvd Colorado Springs, CO 80906 Voice: 719 540 7433 Fax: 719 540 7527