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Make Customers Smile in 7 Easy Steps with OTRS - Part 4

Mar 01, 2011, 15:32 (0 Talkback[s])
(Other stories by Vikram Vaswani)

"In Part 3, you learned how to accept, open and close tickets, and use the OTRS interface to communicate with customers and internal team members through the ticket resolution workflow. This is, in many ways, the core of OTRS, and the wide variety of features available ensure that are able to support a large variety of different scenarios, and also customize the system to your own special requirements.

"In this concluding segment, I'll look at the OTRS configuration panel, which allows you to tweak system behaviour to your needs, and the reporting interface, which provides managers and administrators with a birds-eye view of operational issues at any time.

"Step 6: Configure Global Settings

"OTRS comes with an extensive set of configuration screens, which allow administrators to configure many different aspects of system behaviour. These screens are accessible through the Dashboard -> Admin -> SysConfig menu to users belonging to the "admin" group, and are grouped by function. Figure 24 illustrates what the main configuration interface looks like:"

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