OTRSITSM用户手册.doc

OTRS::ITSM用户手册 目录 OTRS::ITSM用户手册 1 目录 1 概述 2 Chapter 1 系统概述 3 Chapter 2 基本概念 8 Chapter 3 事件管理 10 流程概述 10 目的 10 活动内容 10 流程概述 11 OTRS系统说明 17 Login OTRS 17 事件接收和记录，分类，设定优先级 18 维护customer资料 24 处理事件 26 Chapter 4 问题管理 33 流程概述 33 目的 33 活动内容 33 流程概述 34 OTRS系统说明 39 分析事件记录问题 39 处理问题 46 Chapter 5 配置管理 46 流程概述 47 目的 47 活动内容 47 流程概述 48 OTRS系统说明 48 Chapter 6 服务管理 54 流程概述 54 目的 54 活动内容 54 OTRS系统说明 54 Chapter 7 FAQ管理 55 流程概述 55 目的 55 活动内容 55 流程概述 55 概述 系统概述 OTRS::ITSM可以实现ITTL的事件管理，问题管理，配置管理，服务管理流程。并且提供FAQ知识库，日历，调查，统计等应用工具。 针对不用的角色共有3个不同的入口 Agent interface Agent透过agent interface纪录/处理，事件，问题。进行配置管理，FAQ写作。 /otrs/index.pl Customer interface Customers have a special web interface in OTRS. Through this web interface customers can create new accounts, get an overview on own tickets, create and edit tickets, change the account settings /otrs/customer.pl Public interface In addition to the web interfaces for agents and customers OTRS has a public web interface that is available through the FAQ-Module (must be installed separately). It provides public access to the FAQ system, and lets visitors search through the FAQ entries without any authorization. /otrs/public.pl An overview to the Agent interface After you have successfully logged into the system the web interface is loaded. Per default you are in the QueueView after the login. The QueueView provides you a quick overview about tickets in the different queues, notifies about new messages, tells you how many locked tickets you have, e.g. To improve the clarity the web interface is separated into different areas. The black bar on top of the windows shows some general information like the current time and date, your name and your mail address. Also on the left site a link is displayed that can be used to reload the page. The white bar below is the navigation bar. It shows buttons that enables you to navigate to different areas or modules of the system and lets you execute some global actions. The navbar is divided into three parts. In the le