OTRS Basic Training Part2 Front Ends and Agent Views

August 29, 11 | 19 OTRS Group Author: Hauke Bttcher, Director Partner Management partner@otrs.
com
Four Separate OTRS Web Front-Ends
MODULE 2
August 29, 11 | 20 OTRS Group Author: Hauke Bttcher, Director Partner Management partner@otrs.com
OTRS is a web-based application. Access the Agent Web front-end using your local browser
2. Four Separate OTRS Web Front-Ends
2.1 Agent Web Front-End
Customers can le request to OTRS via the Customer Web front-end
2.2 Customer Web Front-End
The Administrator Web front-end allows to manage OTRS according to your company#s needs
2.3 Administrator Web Front-End
The Public Web front-end provides public access to your Knowledge Base
2.4 Public Web Front-End
Agent Web Front-End Overview
MODULE 3
Manual login or Single Sign-On
3. Agent Web Front-End Overview
3.1 Login to OTRS
Username & Password usually they
are stored in your company"s 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
Forgot your password?
3.1 Login to OTRS
Enter your Username and click
submit to get a new password.
The new password will be sent to
your email account.
3.2 Dashboard
Components and tool bars Logout
Click on your username to access
your individual preferences.
The Icon bar shows ticket status information
and grants access to views and searches.
The Main Navigation allows
you to access several
modules of your OTRS to
execute global actions.
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.
Always up-to-date with direct access to your tickets
3.2 Dashboard
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.
The Dashboard widget 7 Day Stats
shows the number of tickets that
have been closed and created in the
last 7 days.
Adjust the Dashboard according to your needs
3.2 Dashboard
Remove dashboard widgets by clicking the x which
appears when hovering over the top right hand
corner of a widget.
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.
Tweak the systems behavior according to your working style
3.3 Setting Your Own Preferences
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.
System messages provide short
updates on current activities.
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.
The Ticket Zoom View provide an overview on the current case and all it#s interactions
3.4 Ticket Zoom View
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 actions allow actions that
relate to the ticket as a whole
Article actions allow actions that relate to a specic article. Depending on the
article"s type (i.e. inbound / outbound message, note) different actions are available
Ticket information provide an
overview on a tickets state.
Customer information provide
the requesters contact details.
The Queue View provide a quick overview on unlocked tickets
3.5 Queue View
Select Queue View
The Icon Bar provides an optional way
to quickly access the Queue View
The Queue View provide a quick overview on unlocked tickets
3.5 Queue View
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.
The time period for a refresh of your
Queue View can be dened within your
user preferences.
Numbers in brackets show you the number of unlocked tickets per
queue as well as a total over all queues.
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.
What the colored stars tell you
3.5 Queue View
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
The Status View shows all open and pending tickets even if they are locked
3.6 Status View
Select Status View
The Icon Bar provides an optional way
to quickly display the Status View
Adjust the view to the size of your choice
3.6 Status View
Small, Medium, Large select the size and level of
displayed information that ts your individual needs.
Check your tickets by status
3.6 Status View
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
The Escalation View provides an overview on tickets sorted by their remaining time to escalation
3.7 Escalation View
The Escalation View displays all tickets sorted
by their remaining time to escalation.
The Escalation View displays all tickets sorted
by their remaining time to escalation.
Select Escalation View
The icon bar provides an optional way to
quickly display the Escalation View
Avoid escalations and SLA breaches by regularly checking this view
3.7 Escalation View
Use existing lters to look ahead and be prepared to
take actions before a ticket escalates.
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
The initial sort order
criteria is the tickets
priority with the
highest priority on top.

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August 29, 11 | 19 OTRS Group Author: Hauke Bttcher, Director Partner Management partner@otrs.

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