The OTRS ITSM online demo lets you take the lead and obtain a comprehensive view of the system and its features. To assure an operational system, the online demo will be reset every 2 hrs. The reset process takes 10 seconds and the system will not be available for login during this period.
Service Desk (1st Level)
As a service desk member (1st level) you are in the first line to the customer. You are responsible for incident recording as well as initial classification of incidents and service requests. If an initial solution is not possible the incident needs to be dispatched to 2nd level support.
Service Agent (2nd / 3rd Level)
As a 2nd level service agent, you are part of the service & support organization and responsible for a certain group of objects or services. Incidents need to be classified and analyzed to provide the customer with an appropriate solution.
As a service manager, the system provides you with extended rights and control mechanisms in order to manage the service & support organization.
The Change Manager's role is set up to enable you to create Change Management forms and workflows. NOTE: After the successful login please click on the icon "Change Manager" to proceed. From the Change Manager screen, you can click on New and apply a predefined template or create your own change request and workflow.
Config Item Manager
The Configuration Item Manager's role is set up to enable you to manage the various Configuration Items in the CMDB. NOTE: After the successful login please click on the icon "Config Item" to proceed. From the "Config Item" screen, you can click on the various Class types and add new items or edit the configurations and see the version history of the item changes .
The administrator's role goes far beyond the previous ones. You may directly control the system's behavior.
As a customer, you typically interact with the system by e-mail, telephone or customer web frontend. Recording incidents and service requests is as easy as classifying or tracking them.