Open Technology Real Services
OTRS Help Desk Administrator Training UNIX / Linux / Windows Take advantage of everything OTRS has to offer! Our extensive training will make you an OTRS Help Desk professional in no time. Content
Prerequisites
Your OTRS Administrator will be trained to install, backup and restore OTRS on UNIX / Linux platforms, e.g. SuSE Linux Enterprise Server (SLES), Red Hat Enterprise Linux (RHEL), Debian Linux, Gentoo Linux, Fedora Core, Open BSD, FreeBSD etc. or on MS Windows platforms, e.g. ME, 2000, Vista etc.
§ Good understanding of web-based software architectures
This training is intended for new OTRS administrators to perform specific OTRS tasks, including: System configuration, user and authorization management and customization. Administrators will receive in-depth training on the OTRS core system and will perform a complete OTRS installation and configuration. Trainings also provide basic tools for designing queue structures and authorization concepts. The installation of an OTRS system and individual administration of frontend modules are covered in more depth with prac-tical exercises. The training takes an extensive look at SysConfig and its approx. 1,000 options. The connection to mail systems and directory services is also implemented in practice. Additional areas covered include adjusting corporate design, packaging changes and looking at the central configuration file ‘Config.pm’, ticket ACLs and workflow automation. © 2013 OTRS Inc.
www.otrs.com
§ Proficiency in Unix / Linux (i. e. LPIC1) § Familiarity with standard web protocols e.g. SMTP, POP3, HTTP, FTP § Basic knowledge of SQL § Practical experience with directory services like MS Active Directory, OpenLDAP, Novell eDirectory etc. § Experience in using editors e. g. UltraEdit, VI, VIM § Ability to configure web (Apache2) and mail servers Benefits § Fast Go-live for OTRS and Administrators § Quick roll-out of business process requirements § Draw on our experience from more than 1,000 implementation projects § When you book as an in-house training, contents can be tailored to your individual needs
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OTRS Help Desk Administrator Training
Agenda
Day 1: OTRS Help Desk Administrator Training
From:
Till:
Topic:
Actor:
9:00
9:15
Reception of the participants, introduction
All
9:15
9:30
Definition of personal workshop objectives
All
9:30
9:45
OTRS wording
OTRS Group
9:45
12:00
OTRS agent and customer interface
OTRS Group
Frontend make up Creating tickets Working with predefined answers and FAQ § Involving other agents § Ticket life-cycle § ... and others § § §
12:00
13:00
Lunch break
All
13:00
14:30
Building queue structures
All
14:30
16:30
Authorization concepts
All
§ Groups § Roles § Permissions (ro, create, move_into, etc...) 16:30
17:00
17:00
© 2013 OTRS Inc.
Round table - clarification of upcomming questions
All
enjoy
All
www.otrs.com
2
OTRS Help Desk Administrator Training
Agenda
Day 2: OTRS Help Desk Administrator Training
From:
Till:
Topic:
Actor:
9:00
9:15
Round table - clarification of upcomming questions
All
9:15
10:30
Installation of OTRS
All
§ § 10:30
12:00
Installation of required software Installation of OTRS
OTRS administration frontend walktrough
OTRS Group
§ Queue administration § Implementing the OTRS permission concept § Response templates and automated responses § ... and others 12:00
13:00
Lunch break
All
13:00
16:30
Configure OTRS using the SysConfig interface
All
§ § § § § 16:30
17:00
17:00
Definition and using of Service Level calendars Using dynamic fields Connecting a SMTP server Best practice features ... and others
Round table - clarification of upcomming questions
All
enjoy
All
As Experts for efficient Service Management solutions all our consultants are ITIL-certified and bring substantial experience into your project.
© 2013 OTRS Inc.
www.otrs.com
3
OTRS Help Desk Administrator Training
Agenda
Day 3: OTRS Help Desk Administrator Training
From:
Till:
Topic:
Actor:
9:00
9:15
Round table - clarification of upcoming questions
All
9:15
12:00
OTRS filesystem hierarchy
OTRS Group
The OTRS directory guide - where to find what? § Scripts and tools §
12:00
13:00
Lunch break
All
13:00
16:30
File based configuration using the Config.pm
All
§ How to connect to different databases § Using directory services as customer database § Using SQL databases as customer database § Using directory services for authentication of customers and agents § Using Ticket ACL 16:30
17:00
17:00
© 2013 OTRS Inc.
Round table - clarification of upcoming questions
All
enjoy
All
www.otrs.com
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International Office Locations
Regions North America
Latin America
OTRS Inc.
OTRS S.A.de C.V.
19925 Stevens Creek Blvd. Cupertino, CA 95014-2358 USA
Av. Insurgentes Sur 1377 Piso 7 Col. Insurgentes Mixcoac 03920 Mexico City Mexico
T: +1 415 3660178 F: +1 415 3660179
Tel.: +52 55 5524 3171
Europe
OTRS Lab, S.A. de C.V.
OTRS AG
Parque de Software, Módulo A1, Circuito Norte 100 Parque Industrial Zapotlan 2000 49000 Ciudad Guzmán, Jalisco Mexico
Norsk-Data-Straße 1 61352 Bad Homburg Germany T: +49 6172 681988 0 F: +49 9421 56818 18
Asia Pacific
OTRS AG
OTRS Sdn. Bhd.
Europaring 4 94315 Straubing Germany
A-32 Menara NU, 203 Jalan Tun Sambanthan, 50470 Kuala Lumpur,
OTRS B.V.
Malaysia Tel.: +603-2725-8038 Fax.: +603-2725-8099
Schipholweg 103 2316 XC Leiden The Netherlands T: +31 71 8200255 F: +31 71 8200254
OTRS Ltd. Rm 406, 4/F Boss Commercial Centre 28 Ferry Street, Jordon Kowloon Hong Kong Tel.: + 852 3690 1503 Contact Email:
[email protected] Website: www.otrs.com
© 2013 OTRS Inc.
www.otrs.com
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