OTRSITSM用户手册.doc

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1、OTRS::ITSM用户手册JefferychenfanOTRS::ITSM用户手册目录OTRS::ITSM用户手册1目录1概述2Chapter1系统概述3Chapter2基本概念8Chapter3事件管理10流程概述10目的10活动内容10流程概述11OTRS系统说明17LoginOTRS17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26Chapter4问题管理33流程概述33目的33活动内容33流程概述34OTRS系统说明39分析事件记录问题39处理问题46Chapter5配置管理46流程概述47目的47活

2、动内容47流程概述48OTRS系统说明48Chapter6服务管理54流程概述54目的54活动内容54OTRS系统说明54Chapter7FAQ管理55流程概述55目的55活动内容55流程概述55OTRS系统说明56Page57of57OTRS::ITSM用户手册Jefferychenfan概述Page57of57OTRS::ITSM用户手册JefferychenfanChapter1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、3个不同的入口1.AgentinterfaceAgent透过agentinterface纪录/处理，事件，问题。进行配置管理，FAQ写作。http://172.21.100.9/otrs/index.pl2.CustomerinterfaceCustomershaveaspecialwebinterfaceinOTRS.Throughthiswebinterfacecustomerscancreatenewaccounts,getanoverviewonowntickets,createandedittickets,changetheacc

4、ountsettingshttp://172.21.100.9/otrs/customer.plPage57of57OTRS::ITSM用户手册Jefferychenfan1.PublicinterfaceInadditiontothewebinterfacesforagentsandcustomersOTRShasapublicwebinterfacethatisavailablethroughtheFAQ-Module(mustbeinstalledseparately).ItprovidespublicaccesstotheFAQsy

5、stem,andletsvisitorssearchthroughtheFAQentrieswithoutanyauthorization.http://172.21.100.9/otrs/public.plPage57of57OTRS::ITSM用户手册Jefferychenfan1.AnoverviewtotheAgentinterfaceAfteryouhavesuccessfullyloggedintothesystemthewebinterfaceisloaded.PerdefaultyouareintheQueueViewaft

6、erthelogin.TheQueueViewprovidesyouaquickoverviewaboutticketsinthedifferentqueues,notifiesaboutnewmessages,tellsyouhowmanylockedticketsyouhave,e.g.Toimprovetheclaritythewebinterfaceisseparatedintodifferentareas.Theblackbarontopofthewindowsshowssomegeneralinformationlikethec

7、urrenttimeanddate,yournameandyourmailaddress.Alsoontheleftsitealinkisdisplayedthatcanbeusedtoreloadthepage.Thewhitebarbelowisthenavigationbar.Itshowsbuttonsthatenablesyoutonavigatetodifferentareasormodulesofthesystemandletsyouexecutesomeglobalactions.Thenavbarisdividedinto

8、threeparts.Intheleftareathelogoutbutton,thebuttontoactivatetheQueueView,abuttontoloadthec