Curso de Administrador de OTRS Help Desk

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

4

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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