文案otrsitsm用戶手冊

OTRS::ITSM用戶手 目 OTRS::ITSM用戶手 目 概 ChapterChapterChapter系統(tǒng)概 基本概 事件管 流程概 目 活動內(nèi) 流程概 OTRS系統(tǒng)說 Login 事件接收和記錄，分類，設定優(yōu)先 維護customer資 處理事 Chapter問題管 流程概 目 活動內(nèi) 流程概 OTRS系統(tǒng)說 分析事件記錄問 處理問 Chapter配置管 流程概 目 活動內(nèi) 流程概 OTRS系統(tǒng)說 Chapter服務管 流程概 目 活動內(nèi) OTRS系統(tǒng)說 Chapter FAQ管 流程概 目 活動內(nèi) 流程概 概概Chapter1系統(tǒng)概Chapter1系統(tǒng)概FAQAgentAgent透過agentinterface紀錄/處理，事件，問題。進行配置管理，F(xiàn)AQ寫作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系統(tǒng)內(nèi)部缺陷導致的業(yè)務事件或問題的負面被稱為配置項(CI)CIIT服務和基礎設施成功運行。配置份。所有的數(shù)據(jù)存在配置管理數(shù)據(jù)庫(CMDB)))ITITIT設備/系統(tǒng)及其配置信息得到有效完IT設備/IT服務管理奠定基礎。(CI) 1stline負責紀錄，處理事件raiseIncident2ndlineProblemConfigurationChapter3事件管目 活動內(nèi)事件接收和記分類和在線支調(diào)查和診解決和恢事件關解決和恢事件關流程概1234567812345123456789創(chuàng)建12341234OTRS系統(tǒng)說Agentagentinterface紀錄/處理OTRS系統(tǒng)說Agentagentinterface紀錄/處理Agent可以通過導航條來切換OTRS模塊，OTRS模塊ticket事件記錄，分類，設定優(yōu)先Phone-ticketvsEmail-事件記錄，分類，設定優(yōu)先Phone-ticketvsEmail- 備注；維護customer資料，參見后節(jié)維護customer資料 Incident::ServiceRequestvsotherincidentPhone-Phone-ticket,Email與customerTicketType(TicketFromTo(Ticket用備ORACLEType(TicketFromTo(Ticket用備ORACLEEBSTicket用備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姓名用戶密Email:使用姓名用戶密Email:使用工備是否合主缺省語影響customer登陸OTRS的系統(tǒng)語ShownMax.shownTicketsapageinQueueViewrefreshClosed處理事處理事 ComposeAnswer(email)updateticketemail ()1:1: ,批準和拒IMmanager批準和拒IMmanagernextstatenextstateclosedChapter4問題管目IT部門設立的主要目的是分析已被列為問題的事件（一組或一個）降低ITChapter4問題管目IT部門設立的主要目的是分析已被列為問題的事件（一組或一個）降低IT支持成本活動內(nèi)問題檢測和記問題分問題調(diào)查與診析誤影響的動作行為也記錄下來（如果需要添加到知識庫中提出變更請求對問題的解決方案進行評估，通過提出變更請求（RFC）問題解問題關問題解問題關流程概1234問題流程步驟描述－問題分123問題流程步驟描述－問題分123456123451234567問題流程步驟描述－問題解123問題流程步驟描述－問題解123456789創(chuàng)建RFC監(jiān)控問題流程步驟描述－問題關123問題流程步驟描述－問題關123OTRS系統(tǒng)說Togenerateaproblemticketfromoneormoreincidents,generateanewticketandlinkitwiththerelevantincidenttickets.OTRS系統(tǒng)說Togenerateaproblemticketfromoneormoreincidents,generateanewticketandlinkitwiththerelevantincidenttickets.Thisway,theunderlyingincidentscanbeprocessedindividually,canbeclosedwithaworkaroundifnecessaryandlaterbesubstitutedwithapermanentsolution.AmergingofincidentandproblemticketsobscuresthereportingandcomplicatescontrollingandcontinuousimprovementoftheIT分析事件記錄問如果customer沒有email,選擇phone-ticket建立ticket,新建立的ticket將需要通過電話跟customer認Phone-Type(TicketFromTo(Ticket用備Ticket用Type(TicketFromTo(Ticket用備Ticket用備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