User Story III - ITIL Helpdesk with Nagios
by Julio Angulo
I am a specialist in telecommunications and networking. I'm focusing on ITIL and helpdesk. I have to work with OTRS since July 2010, the company where I work has an average of 500 employees and manage all their infrastructure.
Let me tell you that from I started the project to integrate OTRS helpdesk operation of me has been simple and fast, in addition to improving the productivity of support area, automating many tasks taking advantage of the integration of monitoring with nagios, share knowledge with the FAQ module, and recording functionality offered to send mail from your interface. We have reached a level such that colabaraci and integration time is almost immediate care and other areas of the company are noticing. As you will know our area is always frowned upon and blame us for everything bad that happens, that has changed now we find out everything before it happens and proactively correct.
Julio Angulo (email@example.com)
About the Author: I currently work at Ekifax Peru, I'm 30 years old and I life in Lima. We also compared OTRS with GLPI and spicework but finally decided to use OTRS, because we got better results in less time.
Extension II - Ticket Templates (Agent Interface)
by Renée Bäcker
I have to create similar tickets very often - when I need an offer from a printer for the Perl magazine or when we send authors the proof of their articles. Why should I retype every single time I create a ticket?
I know, there is already a way to use ticket templates in OTRS - http://blog.otrs.org/2010/11/02/otrs-3-0-ticket-templates/. But I dislike this way for various reasons: You create one extra menu item per template and this creates a lot of noise. You have to do the encoding yourself. This is a hard thing. There are more reasons... but I want to focus on the solution. ;)
Finally I created a TicketTemplate package for OTRS 3.0.x. You can open an existing ticket and when you click on the "Template" link in the ticket menu, you get a new form where you can define, which fields should be included in the template.
Give the template a name (that have to be unique) and save it. When you create a new ticket, you get a dropdown with all available templates. Select the one you need and apply it.
Of course, you can add more fields that can be used in templates via SysConfig.
This package is available via OPAR: http://opar.perl-services.de/bin/index.cgi/dist/TicketTemplate
- Renée (firstname.lastname@example.org)