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1、OTRS:ITSM用户手册 Jeffery chen fanOTRS:ITSM用户手册目录OTRS:ITSM用户手册1目录1概述2Chapter 1系统概述3Chapter 2基本概念8Chapter 3事件管理10流程概述10目的10活动内容10流程概述11OTRS系统说明17Login OTRS17事件接收和记录，分类，设定优先级18维护customer资料24处理事件26Chapter 4问题管理33流程概述33目的33活动内容33流程概述34OTRS系统说明39分析事件记录问题39处理问题46Chapter 5配置管理46流程概述47目的47活动内容47流程概述48OTRS系统说明48
2、Chapter 6服务管理54流程概述54目的54活动内容54OTRS系统说明54Chapter 7FAQ管理55流程概述55目的55活动内容55流程概述55概述Chapter 1 系统概述OTRS:ITSM可以实现ITTL的事件管理，问题管理，配置管理，服务管理流程。并且提供FAQ知识库，日历，调查，统计等应用工具。针对不用的角色共有3个不同的入口1. Agent interfaceAgent透过agent interface纪录/处理，事件，问题。进行配置管理，FAQ写作。http:/172.21.100.9/otrs/index.pl2. Customer interfaceCustom
3、ers have a special web interface in OTRS. Through this web interface customers can create new accounts, get an overview on own tickets, create and edit tickets, change the account settingshttp:/172.21.100.9/otrs/customer.pl3. Public interfaceIn addition to the web interfaces for agents and customers
4、 OTRS has a public web interface that is available through the FAQ-Module (must be installed separately). It provides public access to the FAQ system, and lets visitors search through the FAQ entries without any authorization.http:/172.21.100.9/otrs/public.pl4. An overview to the Agent interfaceAfte
5、r you have successfully logged into the system the web interface is loaded. Per default you are in theQueueView after the login. The QueueView provides you a quick overview about tickets in the differentqueues, notifies about new messages, tells you how many locked tickets you have, e.g.To improve t
6、he clarity the web interface is separated into different areas. The black bar on top of thewindows shows some general information like the current time and date, your name and your mailaddress. Also on the left site a link is displayed that can be used to reload the page.The white bar below is the n
7、avigation bar. It shows buttons that enables you to navigate to different areasor modules of the system and lets you execute some global actions. The navbar is divided into threeparts. In the left area the logout button, the button to activate the QueueView, a button to load thecustomer back-end and
8、 a button to load the full-text search are displayed. The Phone-Ticket button andEmail-Ticket button lets you create a new phone or email ticket. The stats button is leading to a screenwhere some system stats can be generated. With the preference button you can reach the screen tochange your own acc
9、ount settings. Bulk-Action opens a screen to execute some actions on markedtickets, e.g. to close or move more than one ticket.The middle part of the navbar shows the buttons for the navigation to the other modules of the system.After a standard installation you only see the Admin button, if you are
10、 logged in as OTRSadministrator. If some additional application are installed, e.g. the file manager or the web mailer,buttons to reach this applications are also displayed.At the right site of the navbar you can get an overview on how many tickets you have locked and if newmessages for you have bee
11、n arrived.The grey bar below the navbar shows different system messages. If you are logged in as OTRSadministrator you get a message, that you should not work as administrator. If the calendar module isinstalled, the next events are displayed in this section.The black bar below shows the queue, whic
12、h is currently selected or tells you, that My Queues isselected. My Queues are the queues, that you want to observe more attentive. You can select thequeues for My Queues in your account preferences .Below the area with the currently selected queue a grey bar is displayed that contains informations
13、aboutthe tickets in the system. The next bar shows all queues and their number of open tickets. On a freshinstalled system you can see, that the raw queue contains one new ticket and My Queues is empty.If you select the raw queue, the interface will be reloaded and the content of the queue is displa
14、yed.Now the lower part of the screen contains additional information about the new ticket in the raw queue.A black bar is filled with the ID of the ticket and its age. At the left site of this bar the checkbox isavailable that lets you mark the ticket for the bulk action. The next grey line contains
15、 the actions that canbe done with the ticket (e.g. Lock, Zoom, History). On the right site of this line the date and time whenthe ticket was created is displayed.Below the interface is divided into two parts. On the left site a preview of the ticket is displayed in whitecolor. The sender of the ticket, the recipient address, the subject and the first lines are
