OTRS Training

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Content

OTRS Help Desk

Installation, Backup and Restore of OTRS
System configuration
User administration and authority management
Design of queue and authority structures to map a service organization
Administrating frontend modules
Packaging changes

OTRS Process Management

Wording and elements
Creation of process example
Import/Export
Sysconfig (Process Management)

OTRS ITSM Modules

Incident Management
Change Management

Prerequisites

Basic knowledge of web based software architecture
Practical knowledge about functions and structure of directory services
Practical knowledge of protocols e.g SMTP, POP3, HTTP, FTP
Basic knowledge of SQL
Good knowledge of Best Practice Standards of the IT Infrastructure Library (ITIL)