SEA Vision

On premise installation and version migration to Rexpondo

Project details

On-premise migration of ((OTRS)) Community Edition v.5 to version 6 and subsequent transition to Rexpondo.
Consulting on configuration of OTRS according to the business workflow, with production of reports in line with predefined SLAs.

CUSTOMER

SEA Vision

DATE

2019

The project in brief

On-premise migration of ((OTRS)) Community Edition v.5 to version 6 and subsequent transition to Rexpondo.

Consulting on configuration of OTRS according to the business workflow, with production of reports in line with predefined SLAs.

Requests

  • Version migration while preserving history
  • Reconfiguration to improve ticket management.
  • Automatic import of assets located at customers’ premises.
  • Automatic configuration of the SLAs associated with these assets.
  • Stop SLA mechanism.
    Reporting to share with customers, linked to internal BI.

Adopted Solutions

  • Version migration as per request.
  • Configuration of a process for moving a ticket through the different intervention phases.
  • StopSLAPremium plugin.
  • Automatic .csv import of the assets and their SLAs into the CMDB.
  • Configuration of product recognition process from serial code, with related information including timers associated with the product SLA.
  • Calculation of ticket dwell times in the different workflow phases including eventual SLA stops (taking into account the different operator calendars located in Poland and USA).
  • Reports exportable in .csv format