OTRS-

otrs AG

We install your system on the platform of your choice (Windows, Linux, Unix, Mac OS X) and facilitate a comprehensive process support by integrating OTRS with existing systems. Integration can be combined with a simultaneous tool migration and allows for the best possible transfer of existing processes and data.

Typical integration solutions are, for example, existing customer databases (SQL databases and directory services (LDAP)), mail servers to send and receive notifications and e-mails, PBX, i.e. telephone systems or network, and system monitoring systems such as Nagios. Using existing XML and SOAP interfaces or individual adaptations, OTRS can easily be connected to the above mentioned and other applications (e.g. ERP, CRM) eliminating the need to administer data redundantly in various systems.

The developed role-based permission settings for your customers and service desk staff including authentication can, for example, completely be mapped in your established directory service (MS Active Directory, OpenLDAP, Novell eDirectory etc.).

We recommend our customers to introduce OTRS on a test system first. We install OTRS including all configurations developed on a test system on which your staff, customers and administrators can be trained alongside the project. Under the terms of the introduced change management, all configuration change requests identified during the test run are documented in a separate review and implemented as the production system is installed and configured. Individual developments are tested on the test system and transferred to the production system after approval, using the OTRS package manager.

• Installation of the OTRS (test/production) server including available updates and optional packages (OPMs)
• Implementation of specially developed configuration parameters in test and production system
• Activation of best practice features deactivated by default
• Connection with databases and directory services for customer and agent authentication and assignment of customer and/or service relevant data
• Connection with existing mail server for sending and receiving of e-mails
• Comprehensive test of system and functions