文案otrsitsm用戶(hù)手冊(cè)

OTRS::ITSM用戶(hù)手 目 OTRS::ITSM用戶(hù)手 目 概 ChapterChapterChapter系統(tǒng)概 基本概 事件管 流程概 目 活動(dòng)內(nèi) 流程概 OTRS系統(tǒng)說(shuō) Login 事件接收和記錄，分類(lèi)，設(shè)定優(yōu)先 維護(hù)customer資 處理事 Chapter問(wèn)題管 流程概 目 活動(dòng)內(nèi) 流程概 OTRS系統(tǒng)說(shuō) 分析事件記錄問(wèn) 處理問(wèn) Chapter配置管 流程概 目 活動(dòng)內(nèi) 流程概 OTRS系統(tǒng)說(shuō) Chapter服務(wù)管 流程概 目 活動(dòng)內(nèi) OTRS系統(tǒng)說(shuō) Chapter FAQ管 流程概 目 活動(dòng)內(nèi) 流程概 概概Chapter1系統(tǒng)概Chapter1系統(tǒng)概FAQAgentAgent透過(guò)agentinterface紀(jì)錄/處理，事件，問(wèn)題。進(jìn)行配置管理，F(xiàn)AQ寫(xiě)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(dǎo)致的業(yè)務(wù)事件或問(wèn)題的負(fù)面被稱(chēng)為配置項(xiàng)(CI)CIIT服務(wù)和基礎(chǔ)設(shè)施成功運(yùn)行。配置份。所有的數(shù)據(jù)存在配置管理數(shù)據(jù)庫(kù)(CMDB)))ITITIT設(shè)備/系統(tǒng)及其配置信息得到有效完IT設(shè)備/IT服務(wù)管理奠定基礎(chǔ)。(CI) 1stline負(fù)責(zé)紀(jì)錄，處理事件raiseIncident2ndlineProblemConfigurationChapter3事件管目 活動(dòng)內(nèi)事件接收和記分類(lèi)和在線支調(diào)查和診解決和恢事件關(guān)解決和恢事件關(guān)流程概1234567812345123456789創(chuàng)建12341234OTRS系統(tǒng)說(shuō)Agentagentinterface紀(jì)錄/處理OTRS系統(tǒng)說(shuō)Agentagentinterface紀(jì)錄/處理Agent可以通過(guò)導(dǎo)航條來(lái)切換OTRS模塊，OTRS模塊ticket事件記錄，分類(lèi)，設(shè)定優(yōu)先Phone-ticketvsEmail-事件記錄，分類(lèi)，設(shè)定優(yōu)先Phone-ticketvsEmail- 備注；維護(hù)customer資料，參見(jiàn)后節(jié)維護(hù)customer資料 Incident::ServiceRequestvsotherincidentPhone-Phone-ticket,Email與customerTicketType(TicketFromTo(Ticket用備ORACLEType(TicketFromTo(Ticket用備ORACLEEBSTicket用備N(xiāo)extticketPendingpending*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(hù)密Email:使用姓名用戶(hù)密Email:使用工備是否合主缺省語(yǔ)影響customer登陸OTRS的系統(tǒng)語(yǔ)ShownMax.shownTicketsapageinQueueViewrefreshClosed處理事處理事 ComposeAnswer(email)updateticketemail ()1:1: ,批準(zhǔn)和拒IMmanager批準(zhǔn)和拒IMmanagernextstatenextstateclosedChapter4問(wèn)題管目IT部門(mén)設(shè)立的主要目的是分析已被列為問(wèn)題的事件（一組或一個(gè)）降低ITChapter4問(wèn)題管目IT部門(mén)設(shè)立的主要目的是分析已被列為問(wèn)題的事件（一組或一個(gè)）降低IT支持成本活動(dòng)內(nèi)問(wèn)題檢測(cè)和記問(wèn)題分問(wèn)題調(diào)查與診析誤影響的動(dòng)作行為也記錄下來(lái)（如果需要添加到知識(shí)庫(kù)中提出變更請(qǐng)求對(duì)問(wèn)題的解決方案進(jìn)行評(píng)估，通過(guò)提出變更請(qǐng)求（RFC）問(wèn)題解問(wèn)題關(guān)問(wèn)題解問(wèn)題關(guān)流程概1234問(wèn)題流程步驟描述－問(wèn)題分123問(wèn)題流程步驟描述－問(wèn)題分123456123451234567問(wèn)題流程步驟描述－問(wèn)題解123問(wèn)題流程步驟描述－問(wèn)題解123456789創(chuàng)建RFC監(jiān)控問(wèn)題流程步驟描述－問(wèn)題關(guān)123問(wèn)題流程步驟描述－問(wèn)題關(guān)123OTRS系統(tǒng)說(shuō)Togenerateaproblemticketfromoneormoreincidents,generateanewticketandlinkitwiththerelevantincidenttickets.OTRS系統(tǒng)說(shuō)Togenerateaproblemticketfromoneormoreincidents,generateanewticketandlinkitwiththerelevantincidenttickets.Thisway,theunderlyingincidentscanbeprocessedindividually,canbeclosedwithaworkaroundifnecessaryandlaterbesubstitutedwithapermanentsolution.AmergingofincidentandproblemticketsobscuresthereportingandcomplicatescontrollingandcontinuousimprovementoftheIT分析事件記錄問(wèn)如果customer沒(méi)有email,選擇phone-ticket建立ticket,新建立的ticket將需要通過(guò)電話跟customer認(rèn)Phone-Type(TicketFromTo(Ticket用備Ticket用Type(TicketFromTo(Ticket用備Ticket用備N(xiāo)extticketPendingpending*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