MODULE 2!

Four Separate OTRS Web Front-Ends!

OTRS Group Author: Hauke Bttcher, Director Partner Management partner@otrs.com!

August 29, 11 | 19!

2. Four Separate OTRS Web Front-Ends 2.1 Agent Web Front-End !

OTRS is a web-based application. Access the Agent Web front-end using your local browser!

OTRS Group Author: Hauke Bttcher, Director Partner Management partner@otrs.com!

August 29, 11 | 20!

2. Four Separate OTRS Web Front-Ends 2.2 Customer Web Front-End!

Customers can le request to OTRS via the Customer Web front-end!

OTRS Group Author: Hauke Bttcher, Director Partner Management partner@otrs.com!

August 29, 11 | 21!

2. Four Separate OTRS Web Front-Ends 2.3 Administrator Web Front-End !

The Administrator Web front-end allows to manage OTRS according to your companys needs!

OTRS Group Author: Hauke Bttcher, Director Partner Management partner@otrs.com!

August 29, 11 | 22!

2. Four Separate OTRS Web Front-Ends 2.4 Public Web Front-End !

The Public Web front-end provides public access to your Knowledge Base!

OTRS Group Author: Hauke Bttcher, Director Partner Management partner@otrs.com!

August 29, 11 | 23!

MODULE 3!

Agent Web Front-End Overview!

OTRS Group Author: Hauke Bttcher, Director Partner Management partner@otrs.com!

August 29, 11 | 24!

3. Agent Web Front-End Overview 3.1 Login to OTRS!

Manual login or Single Sign-On!

Username & Password usually they are stored in your companys directory service or provided by your OTRS administrator. If your company is using Single SignOn you login automatically with your login credentials.!

Lost Password click to get a new password!

OTRS Group Author: Hauke Bttcher, Director Partner Management partner@otrs.com!

August 29, 11 | 25!

3. Agent Web Front-End Overview 3.1 Login to OTRS!

Forgot your password?!

Enter your Username and click submit to get a new password. The new password will be sent to your email account.!

OTRS Group Author: Hauke Bttcher, Director Partner Management partner@otrs.com!

August 29, 11 | 26!

3. Agent Web Front-End Overview 3.2 Dashboard!

Components and tool bars!
The Icon bar shows ticket status information and grants access to views and searches. ! Click on your username to access your individual preferences.! Logout!

Your Dashboard settings may look different due to more or less options available. Settings dene the widgets that are available in your dashboard.!

The Dashboard button allows you to browse back to the Dashboard from each screen.!

The Main Navigation allows you to access several modules of your OTRS to execute global actions.!

OTRS Group Author: Hauke Bttcher, Director Partner Management partner@otrs.com!

August 29, 11 | 27!

3. Agent Web Front-End Overview 3.2 Dashboard!

Always up-to-date with direct access to your tickets!

The Dashboard widget 7 Day Stats shows the number of tickets that have been closed and created in the last 7 days.!

Dashboard widgets in the left column show a quick summary of the tickets that are in the states pending, escalated, new and open. The listed tickets can be directly accessed by clicking on the ticket number.!

OTRS Group Author: Hauke Bttcher, Director Partner Management partner@otrs.com!

August 29, 11 | 28!

3. Agent Web Front-End Overview 3.2 Dashboard!

Adjust the Dashboard according to your needs!

Add back dashboard widgets by checking the boxes shown in the Settings.!

Drag & Drop allows you to rearrange the widgets according to your own requirements. Click on the header of a widget and keep the mouse pressed to move elements.!

Remove dashboard widgets by clicking the x which appears when hovering over the top right hand corner of a widget.!

OTRS Group Author: Hauke Bttcher, Director Partner Management partner@otrs.com!

August 29, 11 | 29!

3. Agent Web Front-End Overview 3.3 Setting Your Own Preferences!

Tweak the systems behavior according to your working style!
System messages provide short updates on current activities.!

Dene a planned time in that you will be unavailable using the Out of Ofce feature. Information will be shown next to your name in all select boxes where an agent can select your name.!

Select the queues that will be shown in your dashboard under MyQueues. Selecting queues from this list is a precondition to get notications for tickets in these queues.!

OTRS Group Author: Hauke Bttcher, Director Partner Management partner@otrs.com!

August 29, 11 | 30!

3. Agent Web Front-End Overview 3.4 Ticket Zoom View!

The Ticket Zoom View provide an overview on the current case and all its interactions !
The Priority indicator shows the current priority of a ticket! Ticket number the unique identier and ticket title! Article tree options allow to expand / minimize shown articles! Ticket information provide an overview on a tickets state.!

Customer information provide the requesters contact details.!

Article actions allow actions that relate to a specic article. Depending on the articles type (i.e. inbound / outbound message, note) different actions are available!

Ticket actions allow actions that relate to the ticket as a whole !

OTRS Group Author: Hauke Bttcher, Director Partner Management partner@otrs.com!

August 29, 11 | 31!

3. Agent Web Front-End Overview 3.5 Queue View!

The Queue View provide a quick overview on unlocked tickets!
The Icon Bar provides an optional way to quickly access the Queue View!

Select Queue View!

OTRS Group Author: Hauke Bttcher, Director Partner Management partner@otrs.com!

August 29, 11 | 32!

3. Agent Web Front-End Overview 3.5 Queue View!

The Queue View provide a quick overview on unlocked tickets!

Numbers in brackets show you the number of unlocked tickets per queue as well as a total over all queues.!

My Queues - The listed queues can be dened in your preferences. If enabled, the selection of a queue will also guarantee that you get notications by email about new tickets or changes to existing tickets in a selected queue.!

By default, the Queue View will list only tickets that are:! in queues on which the agent has RW permissions! in the state new and/or open! unlocked! These are usually tickets that the agent needs to work on. But, this behavior might be different in your OTRS, i.e. you might be allowed to access tickets in all queues instead.!

The time period for a refresh of your Queue View can be dened within your user preferences.!

OTRS Group Author: Hauke Bttcher, Director Partner Management partner@otrs.com!

August 29, 11 | 33!

3. Agent Web Front-End Overview 3.5 Queue View!

What the colored stars tell you!

Yellow stars:! there is at least one article in the ticket that has not yet been opened by you! AND! the ticket has been assigned to you as the owner, regardless if locked or unlocked!

White stars:! there is at least one article in the ticket that has not yet been opened by you! AND! the ticket has not been assigned to you as the owner, regardless if locked or unlocked!

No star:! all articles have already been opened by you !

OTRS Group Author: Hauke Bttcher, Director Partner Management partner@otrs.com!

August 29, 11 | 34!

3. Agent Web Front-End Overview 3.6 Status View!

The Status View shows all open and pending tickets even if they are locked!
The Icon Bar provides an optional way to quickly display the Status View!

Select Status View!

OTRS Group Author: Hauke Bttcher, Director Partner Management partner@otrs.com!

August 29, 11 | 35!

3. Agent Web Front-End Overview 3.6 Status View!

Adjust the view to the size of your choice!
Small, Medium, Large select the size and level of displayed information that ts your individual needs. !

OTRS Group Author: Hauke Bttcher, Director Partner Management partner@otrs.com!

August 29, 11 | 36!

3. Agent Web Front-End Overview 3.6 Status View!

Check your tickets by status!

The initial sort order criteria is the tickets priority with the highest priority on top. !

The subsequent, default sort order is by age but that can be changed to: by queue, ticket#, escalation, or any categorizing eld while conguring your OTRS. As an agent you may change the given sort criteria by clicking on a different criteria (column head) within the tables header . To change the sort order just click the up/down arrow next to the column headers text. Up: oldest on top. Down: latest on top!

OTRS Group Author: Hauke Bttcher, Director Partner Management partner@otrs.com!

August 29, 11 | 37!

3. Agent Web Front-End Overview 3.7 Escalation View!

The Escalation View provides an overview on tickets sorted by their remaining time to escalation!
The icon bar provides an optional way to quickly display the Escalation View!

The Escalation View displays all tickets sorted by their remaining time to escalation.! Select Escalation View! The Escalation View displays all tickets sorted by their remaining time to escalation.!

OTRS Group Author: Hauke Bttcher, Director Partner Management partner@otrs.com!

August 29, 11 | 38!

3. Agent Web Front-End Overview 3.7 Escalation View!

Avoid escalations and SLA breaches by regularly checking this view!

Use existing lters to look ahead and be prepared to take actions before a ticket escalates.!

The initial sort order criteria is the tickets priority with the highest priority on top. !

The subsequent, default sort order is by escalation time but that can be changed to: by queue, ticket#, or any categorizing eld while conguring your OTRS. As an agent you may change the given sort criteria by clicking on a different criteria (column head) within the tables header . To change the sort order just click the up/down arrow next to the column headers text. Up: oldest on top. Down: latest on top!

OTRS Group Author: Hauke Bttcher, Director Partner Management partner@otrs.com!

August 29, 11 | 39!