((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.
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).
Web architecture
Basic knowledge of the software based on web architecture.
Unix Systems
Competence in Unix / Linux (z.B. LPIC1).
Internet Protocols
Practical knowledge of protocols, e.g. SMTP, POP3, HTTP, FTP.
SQL
Basic knowledge of SQL.
Text editor with Unix interface
Experience in the use of editor (e.g. UltraEdit, VI, VIM).
Web server and email server configuration
Ability to configure a web (Apache2) and email server.
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.