((OTRS)) Community Edition Administrator Training

The training course aimed at figures who administer ((OTRS)) Community Edition , it starts from the basic notions of how to install, configure and manage.

OTRS ADMINISTRATOR TRAINING

Course details

  • LOCATION AND MODALITY Online or in a classroom, in your company or an appropriate alternative structure.
  • LENGTH 32 hours.
  • MATERIAL REQUIRED Each participant must have their own laptop with a web browser installed. (preferably Google Chrome).



 The ((OTRS)) Community Edition Administrator Training is aimed at the administrators in charge of configuring systems, managing users and authorization, as well as ((OTRS)) Community Edition customization based on company requirements.
 The course participants will carry out a complete installation and configuration of ((OTRS)) Community Edition . Moreover they will connect it to the email system and participants will be shown how to manage company processes with ((OTRS)) Community Edition processes. The various steps required for creating a process will be explained, participants will create one themselves, as well as importing and exporting processes which have already been created.

Be The First

Web architecture

Basic knowledge of the software based on web architecture.

Be The First

Unix Systems

Competence in Unix / Linux (z.B. LPIC1).

Be The First

Internet Protocols

Practical knowledge of protocols, e.g. SMTP, POP3, HTTP, FTP.

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SQL

Basic knowledge of SQL.

Be The First

Text editor with Unix interface

Experience in the use of editor (e.g. UltraEdit, VI, VIM).

Be The First

Web server and email server configuration

Ability to configure a web (Apache2) and email server.

 At the end of the course, the participant will be able to use ((OTRS)) Community Edition autonomously based on their own requirements.
The administrator will be able to manage all the basical features of ((OTRS)) Community Edition in order to integrate it in the Company IT System.

Lesson 1 – Installation and base features


installation of ((OTRS)) Community Edition


How to use ((OTRS)) Community Edition


queues/groups/roles


agenti


clienti


articles and tickets


services , sla, escalation

Lesson 2 – Users and tickets


Work with tickets


Manage roles and permissions

Lesson 3 – Agent


Agent interface


Dashboard


Agent Preferences


Ticket Overview


Tickets actions


Articles actions


Search

Lesson 4 – The customer


Customer’s interface


My tickets


Tickets of the companies


Ticket details


Ticket actions


Ricerca


Preferences

Lesson 5 – The administrator


Admin Frontend


Permission roles (Roles, groups and queues)


Agents management


Queues management


Customers management


Ticket configurations


System administrator

Lesson 6 – Access Control Lists (ACL)


Access Control Lists (ACL)


Structure


Example

Lesson 7 – Processes


Processi


Set up a process


Attività


activity interaction


Transictions


Azioni di transizione


Import / Export

Lesson 8 – Addons


Plugin


FAQ

classroom

€
2880

online

€
2592

* The prices refer to the cost of a whole course and are valid for classes of no more than 10 people.

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