PH4B

Cloud installation and support

Project details

Cloud installation of Rexpondo – ((OTRS)) Community Edition v.6 for handling customer requests. The customer also requested support and advice in using and configuring the application.

CUSTOMER

PH4B srl

DATE

2020

The project in brief

Cloud installation of Rexpondo – ((OTRS)) Community Edition v.6 for handling customer requests.

The customer also requested support and advice in using and configuring the application.

Requests

  • After-sales support to ensure the proper functioning of the infrastructure.
  • Possibility to have the database encrypted.
  • Installation in the cloud.
  • Automatic customer registration
  • Customization of the user registration form
  • Implementation of “Draft” functionality for customer customers

Adopted Solutions

  • Customization of the new customer registration form with the addition of new required data (e.g. telephone number).
  • Implementation of “Draft” functionality for customer users. In this case, the ticket is parked in a “temporary” queue. Then it is resumed, completed and finally sent to the queue that will handle the ticket.
  • Customization of the fields that make up the ticket. Based on their compilation, sorting automatisms were configured to automatically place the tickets in the correct queues.
  • Provision of Rexpondo cloud server Amazon AWS
  • Encrypted filesystem
  • Encrypted and redundant database
  • Application servers are balanced for better user performance
  • Support is provided

Support

Support by opening tickets to report application incidents. Furthermore telephone support for defining the details of the problem or for serious blocking incidents and dedicated AM support is also provided.