文案otrsitsm用户手册

OTRS::ITSM用户手 目 OTRS::ITSM用户手 目 概 ChapterChapterChapter系统概 基本概 事件管 流程概 目 活动内 流程概 OTRS系统说 Login 事件接收和记录，分类，设定优先 维护customer资 处理事 Chapter问题管 流程概 目 活动内 流程概 OTRS系统说 分析事件记录问 处理问 Chapter配置管 流程概 目 活动内 流程概 OTRS系统说 Chapter服务管 流程概 目 活动内 OTRS系统说 Chapter FAQ管 流程概 目 活动内 流程概 概概Chapter1系统概Chapter1系统概FAQAgentAgent透过agentinterface纪录/处理，事件，问题。进行配置管理，FAQ写作CustomerCustomershaveaspecialwebinterfaceinOTRS.Throughthiswebinterfacecustomerscancreatenewaccounts,getanoverviewonowntickets,createandedittickets,changetheaccountsettingsPublicInadditiontothewebinterfacesforagentsandcustomersOTRShasapublicwebinterfacethatisavailablethroughtheFAQ-Module(mustbeinstalledseparately).ItprovidespublicaccesstotheFAQsystem,andletsvisitorssearchthroughtheFAQentrieswithoutanyauthorization.PublicInadditiontothewebinterfacesforagentsandcustomersOTRShasapublicwebinterfacethatisavailablethroughtheFAQ-Module(mustbeinstalledseparately).ItprovidespublicaccesstotheFAQsystem,andletsvisitorssearchthroughtheFAQentrieswithoutanyauthorization.AnoverviewtotheAgentAfteryouhavesuccessfullyloggedintothesystemthewebinterfaceisloaded.PerdefaultyouareintheQueueViewafterthelogin.TheQueueViewprovidesyouaquickoverviewaboutticketsinthedifferentqueues,notifiesaboutnewmessages,tellsyouhowmanylockedticketsyouhave,e.g.Toimprovetheclaritythewebinterfaceisseparatedintodifferentareas.Theblackbarontopofthewindowsshowssomegeneralinformationlikethecurrenttimeanddate,yournameandyourmailaddress.Alsoontheleftsitealinkisdisplayedthatcanbeusedtoreloadthepage.Thewhitebarbelowisthenavigationbar.Itshowsbuttonsthatenablesyoutonavigatetodifferentareasormodulesofthesystemandletsyouexecutesomeglobalactions.Thenavbarisdividedintothreeparts.Intheleftareathelogoutbutton,thebuttontoactivatetheQueueView,abuttontoloadthecustomerback-endandabuttontoloadthefull-textsearcharedisplayed.The"Phone-Ticket"buttonand"Email-Ticket"buttonletsyoucreateanewphoneoremailticket.Thestatsbuttonisleadingtoascreenwheresomesystemstatscanbegenerated.Withthepreferencebuttonyoucanreachthescreentochangeyourownaccountsettings."Bulk-Action"opensascreentoexecutesomeactionsonmarkedtickets,e.g.tocloseormovemorethanoneticket.Themiddlepartofthenavbarshowsthebuttonsforthenavigationtotheothermodulesofthesystem.Afterastandardinstallationyouonlyseethe"Admin"button,ifyouareloggedinasOTRSadministrator.Ifsomeadditionalapplicationareinstalled,e.g.thefilemanagerorthewebmailer,buttonstoreachthisapplicationsarealsodisplayed.Attherightsiteofthenavbaryoucangetanoverviewonhowmanyticketsyouhavelockedandifnewmessagesforyouhavebeenarrived.Thegreybarbelowthenavbarshowsdifferentsystemmessages.IfyouareloggedinasOTRSadministratoryougetamessage,thatyoushouldnotworkasadministrator.Ifthecalendarmoduleisinstalled,thenexteventsaredisplayedinthissection.Theblackbarbelowshowsthequeue,whichiscurrentlyselectedortellsyou,that"MyQueues"isselected."MyQueues"arethequeues,thatyouwanttoobservemoreattentive.Youcanselectthequeuesfor"MyQueues"inyouraccountpreferences.Belowtheareawiththecurrentlyselectedqueueagreybarisdisplayedthatcontainsinformationstheticketsinthesystem.Thenextbarshowsallqueuesandtheirnumberofopentickets.Onafreshinstalledsystemyoucansee,thatthe"raw"queuecontainsonenewticketand"MyQueues"isempty.Ifyouselectthe"raw"queue,theinterfacewillbereloadedandthecontentofthequeueisdisplayed.NowthelowerpartIfyouselectthe"raw"queue,theinterfacewillbereloadedandthecontentofthequeueisdisplayed.Nowthelowerpartofthescreencontainsadditionalinformationaboutthenewticketinthe"raw"queue.AblackbarisfilledwiththeIDoftheticketanditsage.Attheleftsiteofthisbarthecheckboxisavailablethatletsyoumarktheticketforthebulkaction.Thenextgreylinecontainstheactionsthatcanbedonewiththeticket(e.g.Lock,Zoom,History).Ontherightsiteofthislinethedateandtimewhentheticketwascreatedisdisplayed.Belowtheinterfaceisdividedintotwoparts.Ontheleftsiteapreviewoftheticketisdisplayedinwhitecolor.Thesenderoftheticket,therecipientaddress,thesubjectandthefirstlinesareshown.Ontherightsitesomeadditionalinformationfortheticketaredisplayedingreycolor,e.g.thepriorityandthestatus.Somebuttonsallowtoanswertheticket,makeatelephonenoteormovetheticketintoanotherqueue.Onthebottomofthescreenthesitefooterisdisplayedinblackcolor.ItalsocontainssomebuttonsactivatetheQueueView,jumptothebeginningofthescreen,UserManysettingsofauseraccountinOTRScanbeconfiguredtotheirownneedsviatheuserpreferences.Customers,agentsandtheOTRSadministratorhavethepossibilitytoadjusttheirownaccountpreferences.Thepreferencespagecanbereachedviathe"Preferences"linkinthecustomeroragentAcustomercanselectthewebinterfacelanguage,themaximalAcustomercanselectthewebinterfacelanguage,themaximalcountofshownticketsandtherefreshperiodfortheinterface.Alsoitispossibletosetanewpasswordandactivate/deactivatethedisplayofclosedtickets.Anagentcanadjusttheinterfacelanguage,thetheme,thedefaultdictionaryandtheviewforthequeues.Alsotherefreshperiodfortheinterface,themaximalcountofshownticketsperpageandthescreenthatshouldbedisplayedafteranewticketiscreatedcanbeset.Itispossibletochangethepasswordandselecttheeventswhenthesystemshallsendanotificationtotheemailaddress,thatisregisteredforyourThequeues,thatyouwanttomonitorinyour"MyQueues"settings,canalsobeselectedinthepreferences.YoushouldonlyselectsuchqueuesthatareimportantforChapter2基本概 IT系统内部缺陷导致的业务事件或问题的负面被称为配置项(CI)CIIT服务和基础设施成功运行。配置份。所有的数据存在配置管理数据库(CMDB)))ITITIT设备/系统及其配置信息得到有效完IT设备/IT服务管理奠定基础。(CI) 1stline负责纪录，处理事件raiseIncident2ndlineProblemConfigurationChapter3事件管目 活动内事件接收和记分类和在线支调查和诊解决和恢事件关解决和恢事件关流程概1234567812345123456789创建12341234OTRS系统说Agentagentinterface纪录/处理OTRS系统说Agentagentinterface纪录/处理Agent可以通过导航条来切换OTRS模块，OTRS模块ticket事件记录，分类，设定优先Phone-ticketvsEmail-事件记录，分类，设定优先Phone-ticketvsEmail- 备注；维护customer资料，参见后节维护customer资料 Incident::ServiceRequestvsotherincidentPhone-Phone-ticket,Email与customerTicketType(TicketFromTo(Ticket用备ORACLEType(TicketFromTo(Ticket用备ORACLEEBSTicket用备NextticketPendingpending*closedclosed NextticketPendingpending*closedclosed 融合到其他pendingautopendingpendingautopendingpendingpending1PriorityDueTimeunits(workEmail-1very2345very1very1122321223432231PriorityDueTimeunits(workEmail-1very2345very1very112232122343223444234455very344551very2345Very1very2345VeryType(TicketFrom(TicketORACLEEBSTicketType(TicketFrom(TicketORACLEEBSTicketToNextticketToNextticketclosedclosed 融合到其他pendingautopendingpendingautopendingPendingDate(forpending*DueTimeunits(workLocalMySQL;1veryPendingDate(forpending*DueTimeunits(workLocalMySQL;1very2345very1very112232122343223444234455very344551very2345Very1very2345Verypendingpending姓名用户密Email:使用姓名用户密Email:使用工备是否合主缺省语影响customer登陆OTRS的系统语ShownMax.shownTicketsapageinQueueViewrefreshClosed处理事处理事 ComposeAnswer(email)updateticketemail ()1:1: ,批准和拒IMmanager批准和拒IMmanagernextstatenextstateclosedChapter4问题管目IT部门设立的主要目的是分析已被列为问题的事件（一组或一个）降低ITChapter4问题管目IT部门设立的主要目的是分析已被列为问题的事件（一组或一个）降低IT支持成本活动内问题检测和记问题分问题调查与诊析误影响的动作行为也记录下来（如果需要添加到知识库中提出变更请求对问题的解决方案进行评估，通过提出变更请求（RFC）问题解问题关问题解问题关流程概1234问题流程步骤描述－问题分123问题流程步骤描述－问题分123456123451234567问题流程步骤描述－问题解123问题流程步骤描述－问题解123456789创建RFC监控问题流程步骤描述－问题关123问题流程步骤描述－问题关123OTRS系统说Togenerateaproblemticketfromoneormoreincidents,generateanewticketandlinkitwiththerelevantincidenttickets.OTRS系统说Togenerateaproblemticketfromoneormoreincidents,generateanewticketandlinkitwiththerelevantincidenttickets.Thisway,theunderlyingincidentscanbeprocessedindividually,canbeclosedwithaworkaroundifnecessaryandlaterbesubstitutedwithapermanentsolution.AmergingofincidentandproblemticketsobscuresthereportingandcomplicatescontrollingandcontinuousimprovementoftheIT分析事件记录问如果customer没有email,选择phone-ticket建立ticket,新建立的ticket将需要通过电话跟customer认Phone-Type(TicketFromTo(Ticket用备Ticket用Type(TicketFromTo(Ticket用备Ticket用备NextticketPendingpending*1veryclosedclosed NextticketPendingpending*1veryclosedclosed 融合到其他pendingautopendingpendingautopendingpendingpendingDueTimeunits(workEmail-1very2345very1very112232122343223444DueTimeunits(workEmail-1very2345very1very112232122343223444234455very344551very2345Very2345VeryType(TicketFrom(TicketTicketType(TicketFrom(TicketTicketToNextToNextticketclosedclosed 融合到其他PendingDate(forpending*Due