RE: 1. Reg : How to setup ITIL Helpdesk in otrs 3.3.7 (chandrasekar.M)
Hi Chandrasekar,
It depends on what kind of process do you have or plan to implement into OTRS (incident? problem?), whether you have parallel / simultaneous tasks, additional events, dependencies and the complexity of your process(es).
OTRS offers different approaches for different kind of workflows and ITIL-related management areas (including extra change management module, area for services, entire & flexible CMDB) and a couple of integrational solutions for realisation of f.e. release & deployment management or knowledge management (with community module FAQ or integration with other knowledge bases).
We've developed a couple of completely pre-configured state-workflows directly from the project experiences after installing workflows in ITIL-conform environments. Our customers customize approx. 20% of the pre-configuration to adapt their particular requirements. So, it's a good base to start with.
http://www.cape-it.de/en/products/otrs-maintained-modules/itsm-standard-work...
But it's just one of many possible approaches. So, there is no simpley Y/N answer here, you have to define your requirements in a more detailed way.
Kind regards,
Anna
** Did you know it? Direct support chat between customers and agents in OTRS **
** http://www.cape-it.de/en/products/otrs-maintained-modules/chat4kix.html **
Anna Brakoniecka
c.a.p.e. IT GmbH - ...cape it easy
Schönherrstr. 8, D-09113 Chemnitz
http://www.cape-it.de/ http://www.cape-it.de/
Tel: +49 371 27095 620
Fax: +49 371 27095 625
AG Chemnitz - HRB 23192
Geschäftsführer Rico Barth, Thomas Maier
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Gesendet:Sa 28.06.2014 13:56
Betreff:otrs Digest, Vol 69, Issue 25
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Today's Topics:
1. Reg : How to setup ITIL Helpdesk in otrs 3.3.7 (chandrasekar.M)
2. Re: Reg : How to setup ITIL Helpdesk in otrs 3.3.7 (David Boyes)
3. Customer Updates and reply-all (Amit Khare)
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Message: 1
Date: Fri, 27 Jun 2014 14:10:14 -0400 (EDT)
From: "chandrasekar.M"
Subject: [otrs] Reg : How to setup ITIL Helpdesk in otrs 3.3.7
To: otrs@otrs.org
Message-ID: <1403892614.763915646@apps.rackspace.com>
Content-Type: text/plain; charset="utf-8"
Hi
I have installed and configured OTRS 3.3.7 in CentOS6.5, Where I need some help how to setup a Helpdesk ITIL process .
Help me to setup the process accordingly.
Regards
Chandrasekar.M
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Message: 2
Date: Fri, 27 Jun 2014 18:33:26 +0000
From: David Boyes
Subject: Re: [otrs] Reg : How to setup ITIL Helpdesk in otrs 3.3.7
To: User questions and discussions about OTRS.
Message-ID:
<2748AD71D96C2B42B7E5176021026FC308279950@ORD2MBX03A.mex05.mlsrvr.com>
Content-Type: text/plain; charset="utf-8"
ITIL is a set of guidelines, not a destination, and it?s as much a business process evolution as it is a technical implementation. Have you planned what the business should look like at the end of the transition? If you haven?t done that, then starting to configure the tool is wasted effort because you don?t know how you want it to work and you?ll need to redo a lot of things.
Start with the business design, and then worry about the tool.
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of chandrasekar.M
Sent: Friday, June 27, 2014 2:10 PM
To: otrs@otrs.org
Subject: [otrs] Reg : How to setup ITIL Helpdesk in otrs 3.3.7
Hi
I have installed and configured OTRS 3.3.7 in CentOS6.5, Where I need some help how to setup a Helpdesk ITIL process .
Help me to setup the process accordingly.
Regards
Chandrasekar.M
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Message: 3
Date: Fri, 27 Jun 2014 19:27:13 +0000
From: Amit Khare
Subject: [otrs] Customer Updates and reply-all
To: "otrs@otrs.org"
Message-ID:
Content-Type: text/plain; charset="us-ascii"
Hi All,
When I create a new ticket in OTRS, I am able to assign multiple customers to it but the customer update is only being sent out to one. Also, when I try to reply all to an external email, recipients in Cc field are not being included in Compose answer. I can however add them manually. Any help would be greatly appreciated. Thanks,
Amit
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