User manual

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RE: [otrs] RE: Counting responses...

Anders Karlin

15 Nov 2007 15 Nov '07

8:53 a.m.

Is there some kind of usermanual where you can read how to use the system? The admin manual only helps the admin to setup the system, not to use it.

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Shawn Beasley

15 Nov 15 Nov

10 a.m.

Hello, On Thu, 2007-11-15 at 10:53 +0200, Anders Karlin wrote:

...

Is there some kind of usermanual where you can read how to use the system?

The admin manual only helps the admin to setup the system, not to use it.

At the moment there is only the admin manual for ((otrs)). A user manual is in progress, and will be released to the public as soon as it is finished; there is no definite end date for this project. Specific questions are more than welcome here in the mailing lists. Please always provide your current system configuration (platform, DB, OTRS versions) And you will get answers. Alternatively, we would be happy to setup and manage a system for you. As well, we offer consulting and training for ((otrs)), and would be happy to help you professionally in this area. ((enjoy)) Shawn Beasley -- ((otrs)) :: OTRS AG :: Europaring 4 :: 94315 Straubing Fon: +49 (0)9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003/240/97505 Aufsichtsratsvorsitzender: Burchard Steinbild Vorstandsvorsitzender: André Mindermann

Anders Karlin

9:15 a.m.

Hi, I got more than one question of how to use the system because I have never used an helpdesk-system. But I hoped someone already hade some kind of small user guide, of how to use the system like, * How do I answare the sender of the ticket? * Can I set how long time one ticket have cost the supportdepartment? * Should I rename default queues or how should I use them? My incomming tickets land in the Postmaster-queue without any filter. * What is Email-Ticket used for? * How do I put an ticket into someones queue? .... and so on... Where can I read about this now? OTRS seems to be an common used system and how do everyone learn, how to use it without an user manual? "User questions and discussions about OTRS.org" Skriver:

...

Hello,

On Thu, 2007-11-15 at 10:53 +0200, Anders Karlin wrote:

...
Is there some kind of usermanual where you can read how to use the system?

The admin manual only helps the admin to setup the system, not to use it.

At the moment there is only the admin manual for ((otrs)). A user manual is in progress, and will be released to the public as soon as it is finished; there is no definite end date for this project.

Specific questions are more than welcome here in the mailing lists. Please always provide your current system configuration (platform, DB, OTRS versions) And you will get answers.

Alternatively, we would be happy to setup and manage a system for you. As well, we offer consulting and training for ((otrs)), and would be happy to help you professionally in this area.

((enjoy))

Shawn Beasley

-- ((otrs)) :: OTRS AG :: Europaring 4 :: 94315 Straubing Fon: +49 (0)9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success!

Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003/240/97505

Aufsichtsratsvorsitzender: Burchard Steinbild Vorstandsvorsitzender: André Mindermann _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/

Med vänlig hälsning MEDBORGARSKOLAN STOCKHOLMSREGIONEN IT-Avdelningen Anders Karlin ______________________________________________________________________ www.medborgarskolan.se anders.karlin@medborgarskolan.se Medborgarskolan Stockholmsregionen Box 19193 104 32 Stockholm Besöksadress Hagagatan 23 A 08-457 57 00

Shawn Beasley

11:19 a.m.

Dear Karlin, Thank you for your interest in our product! On Thu, 2007-11-15 at 11:15 +0200, Anders Karlin wrote:

...

Hi,

I got more than one question of how to use the system because I have never used an helpdesk-system. But I hoped someone already hade some kind of small user guide, of how to use the system like,

* How do I answare the sender of the ticket?

First of all you have to configure the Pop account to be used in the Admin section under the menu point SysConfig. Then search for smtp. There you can make the neccessary settings in the Core::Sendmail section of the Framework

...

* Can I set how long time one ticket have cost the supportdepartment?

You cannot, at this point see how long a ticket took to close without manually looking in the ticket history. This feature is not available becuase the lifetime of the ticket does not end with the status closed.

...

* Should I rename default queues or how should I use them? My incomming tickets land in the Postmaster-queue without any filter.

This is fully up to you. It is a question of the individual logic and process structure

...

* What is Email-Ticket used for?

To create a ticket and automatically generate an email to the customer so that the customer has a copy of the problem description and ticket number to make updates to his/her request.

...

* How do I put an ticket into someones queue?

With the queue selection when you create a ticket, or you can move the ticket later as well. The queues are not designed for a single person. More like 1 queue 10 people each queue has a different subject like Service, Internal, External, Hardware, Customer Request, Jobs and so on. If you are seriously considering to implement a helpdesk software, OTRS is your best choice. Especially when you have no experience with other helpdesk software. Contact us if this could be of interest. Try our demo system http://demo.otrs.org ((enjoy)) Shawn Beasley -- ((otrs)) :: OTRS AG :: Europaring 4 :: 94315 Straubing Fon: +49 (0)9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003/240/97505 Aufsichtsratsvorsitzender: Burchard Steinbild Vorstandsvorsitzender: André Mindermann

Anders Karlin

11:20 a.m.

"User questions and discussions about OTRS.org" Skriver:

...

Dear Karlin,

Thank you for your interest in our product! On Thu, 2007-11-15 at 11:15 +0200, Anders Karlin wrote:

...
Hi,

I got more than one question of how to use the system because I have never used an helpdesk-system. But I hoped someone already hade some kind of small user guide, of how to use the system like,

* How do I answare the sender of the ticket?

First of all you have to configure the Pop account to be used in the Admin section under the menu point SysConfig. Then search for smtp. There you can make the neccessary settings in the Core::Sendmail section of the Framework

What I ment was, how do I send an answare to the person who sent the trublequestion. I must be able to answare when I can fix the case or if I can fix the case and so on. How do I respond to the question?

...

...
* Can I set how long time one ticket have cost the supportdepartment?

You cannot, at this point see how long a ticket took to close without manually looking in the ticket history. This feature is not available becuase the lifetime of the ticket does not end with the status closed.

Isn't it possible to set time manualy everytime I how done something with the case. For example, if a custumer whant me to install a printer. Let's say I give the case 30 min to download drivers one day and then 30 min an other day to install the printer. And if something more comes up later on I can add time to the ticket. Some kind of used time log. We would like to show other places in the company how much time they have got from use to be able to have internaldebit.

...

...
* Should I rename default queues or how should I use them? My incomming tickets land in the Postmaster-queue without any filter.

This is fully up to you. It is a question of the individual logic and process structure

So they are the same, only diffrent names like an example? As I'am swedish I would like them in Swedish and can then rename them or delete and add new ones without any problems with the system? How do I set an queue as default as Raw is? Why do I get mails into Postmaster-queue without setting any filter settings when Raw-queue should be default?

...

...
* What is Email-Ticket used for?

To create a ticket and automatically generate an email to the customer so that the customer has a copy of the problem description and ticket number to make updates to his/her request.

Do I use it when person talkes to me about an problem and I want it in the system, like the Phone-Ticket?

...

...
* How do I put an ticket into someones queue?

With the queue selection when you create a ticket, or you can move the ticket later as well. The queues are not designed for a single person. More like 1 queue 10 people each queue has a different subject like Service, Internal, External, Hardware, Customer Request, Jobs and so on.

If you are seriously considering to implement a helpdesk software, OTRS is your best choice. Especially when you have no experience with other helpdesk software.

We are now using DotProject with helpdesk-modul but it is not designed for helpdesk from the begining. It's only the module that makes it an helpdesk.

...

Contact us if this could be of interest. Try our demo system http://demo.otrs.org

Thanks but I have already configured an Ubuntu 7.10 with latest OTRS package and it runns well (can e-mail and get e-mails) but I don't know how to use it.

...

((enjoy))

Shawn Beasley

-- ((otrs)) :: OTRS AG :: Europaring 4 :: 94315 Straubing Fon: +49 (0)9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success!

Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003/240/97505

Aufsichtsratsvorsitzender: Burchard Steinbild Vorstandsvorsitzender: André Mindermann _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/

Shawn Beasley

12:41 p.m.

On Thu, 2007-11-15 at 13:20 +0200, Anders Karlin wrote:

...

"User questions and discussions about OTRS.org" Skriver:

...
Dear Karlin,

Thank you for your interest in our product! On Thu, 2007-11-15 at 11:15 +0200, Anders Karlin wrote:

...
Hi,

I got more than one question of how to use the system because I have never used an helpdesk-system. But I hoped someone already hade some kind of small user guide, of how to use the system like,

* How do I answare the sender of the ticket?

First of all you have to configure the Pop account to be used in the Admin section under the menu point SysConfig. Then search for smtp. There you can make the neccessary settings in the Core::Sendmail section of the Framework

What I ment was, how do I send an answare to the person who sent the trublequestion. I must be able to answare when I can fix the case or if I can fix the case and so on. How do I respond to the question?

...

Responding per email is done with the email templates. When you are in the queue or zoom view, then you should see templates in the right hand side of the screen for answering per email. The standard is the empty answer.

...

...
...
* Can I set how long time one ticket have cost the

supportdepartment?

...
You cannot, at this point see how long a ticket took to close without manually looking in the ticket history. This feature is not available becuase the lifetime of the ticket does not end with the status

closed.

Isn't it possible to set time manualy everytime I how done something with the case. For example, if a custumer whant me to install a printer. Let's say I give the case 30 min to download drivers one day and then 30 min an other day to install the printer. And if something more comes up later on I can add time to the ticket. Some kind of used time log.

You can use the time units field for this, but the reporting on this field only possible with reports that are specially designed. We can design such reports.

...

We would like to show other places in the company how much time they have got from use to be able to have internaldebit.

...
...
* Should I rename default queues or how should I use them? My

incomming

...
...
tickets land in the Postmaster-queue without any filter.

This is fully up to you. It is a question of the individual logic and process structure

So they are the same, only diffrent names like an example? As I'am swedish I would like them in Swedish and can then rename them or delete and add new ones without any problems with the system?

You can only set queues to invalid. They will then only appear in the admin console

...

How do I set an queue as default as Raw is?

Check the Postmaster settings.

...

Why do I get mails into Postmaster-queue without setting any filter settings when Raw-queue should be default?

Check here Ticket -> Core::PostMaster I suggest playing with the settings in the Admin panel, the setting are quite logically ordered and implemented. I hope I could help you a little better understand the system. Thanks again for choosing OTRS ((enjoy)) Shawn Beasley -- ((otrs)) :: OTRS AG :: Europaring 4 :: 94315 Straubing Fon: +49 (0)9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003/240/97505 Aufsichtsratsvorsitzender: Burchard Steinbild Vorstandsvorsitzender: André Mindermann

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