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OTRS Basic Training Part2 Front Ends and Agent Views
OTRS Basic Training Part2 Front Ends and Agent Views
MODULE 3!
Username & Password usually they are stored in your companys directory service or provided by your OTRS administrator. If your company is using Single SignOn you login automatically with your login credentials.!
Enter your Username and click submit to get a new password. The new password will be sent to your email account.!
Your Dashboard settings may look different due to more or less options available. Settings dene the widgets that are available in your dashboard.!
The Dashboard button allows you to browse back to the Dashboard from each screen.!
The Main Navigation allows you to access several modules of your OTRS to execute global actions.!
The Dashboard widget 7 Day Stats shows the number of tickets that have been closed and created in the last 7 days.!
Dashboard widgets in the left column show a quick summary of the tickets that are in the states pending, escalated, new and open. The listed tickets can be directly accessed by clicking on the ticket number.!
Add back dashboard widgets by checking the boxes shown in the Settings.!
Drag & Drop allows you to rearrange the widgets according to your own requirements. Click on the header of a widget and keep the mouse pressed to move elements.!
Remove dashboard widgets by clicking the x which appears when hovering over the top right hand corner of a widget.!
Dene a planned time in that you will be unavailable using the Out of Ofce feature. Information will be shown next to your name in all select boxes where an agent can select your name.!
Select the queues that will be shown in your dashboard under MyQueues. Selecting queues from this list is a precondition to get notications for tickets in these queues.!
Article actions allow actions that relate to a specic article. Depending on the articles type (i.e. inbound / outbound message, note) different actions are available!
Numbers in brackets show you the number of unlocked tickets per queue as well as a total over all queues.!
My Queues - The listed queues can be dened in your preferences. If enabled, the selection of a queue will also guarantee that you get notications by email about new tickets or changes to existing tickets in a selected queue.!
By default, the Queue View will list only tickets that are:! in queues on which the agent has RW permissions! in the state new and/or open! unlocked! These are usually tickets that the agent needs to work on. But, this behavior might be different in your OTRS, i.e. you might be allowed to access tickets in all queues instead.!
The time period for a refresh of your Queue View can be dened within your user preferences.!
Yellow stars:! there is at least one article in the ticket that has not yet been opened by you! AND! the ticket has been assigned to you as the owner, regardless if locked or unlocked!
White stars:! there is at least one article in the ticket that has not yet been opened by you! AND! the ticket has not been assigned to you as the owner, regardless if locked or unlocked!
The initial sort order criteria is the tickets priority with the highest priority on top. !
The subsequent, default sort order is by age but that can be changed to: by queue, ticket#, escalation, or any categorizing eld while conguring your OTRS. As an agent you may change the given sort criteria by clicking on a different criteria (column head) within the tables header . To change the sort order just click the up/down arrow next to the column headers text. Up: oldest on top. Down: latest on top!
The Escalation View displays all tickets sorted by their remaining time to escalation.! Select Escalation View! The Escalation View displays all tickets sorted by their remaining time to escalation.!
Use existing lters to look ahead and be prepared to take actions before a ticket escalates.!
The initial sort order criteria is the tickets priority with the highest priority on top. !
The subsequent, default sort order is by escalation time but that can be changed to: by queue, ticket#, or any categorizing eld while conguring your OTRS. As an agent you may change the given sort criteria by clicking on a different criteria (column head) within the tables header . To change the sort order just click the up/down arrow next to the column headers text. Up: oldest on top. Down: latest on top!