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[((OTRS)) Community Edition] Process Management
Process management is a good way of reflecting and executing recurring activities in a structured manner. Process management can be used for smaller operations, such as for creating a new user, or for larger and more extensive work, such as system modifications or changes. It is thus a very flexible tool that helps users handle all kinds of tasks. Dynamic fields let you attach additional metadata to a ticket.
In ((OTRS)) Community Edition a process can be triggered in various ways. Either by creating a new ticket or from within an existing ticket. The complete configuration and administration is handled in the ((OTRS)) Community Edition interface in the Admin area below "Process Management".
To illustrate this, some screenshots from a simple "New Employee" process are shown below:
Once configured, a new process ticket can be created in the menu. A form is displayed for selecting the desired process.
The configured fields appear in the form that pops up. They can be prefilled with defaults. Mandatory input is also possible. Dynamic fields let you define follow-up actions. For example, subtickets are created here for each activated option; they could be processed in different queues, for example.
Then an overview of the process ticket created here is shown. The ticket is currently in the approval phase and must first be released by superordinate authority.
The superordinate instance now checks this ticket, and can make changes if needed. In this case, the "New hardware" checkbox was removed.
Once released, the process of creating the subtickets is triggered. On the overview page, these subtickets are shown with their states below the article
After processing the subtickets, the process can be completed. In our example, this is done manually. It is also possible to configure the process so that it is closed as soon as all associated subtickets are closed.
The full text search in ((OTRS)) Community Edition offers a very good possibility to quickly find the relevant tickets. Modern browsers are delivered with predefined search engines, but can be extended with your own searches. The examples of Google Chrome and Mozilla Firefox show how the ((OTRS)) Community Edition full text search can be integrated into the browser.
For useful tips or frequently occurring problems it can be helpful to create a FAQ entry in ((OTRS)) Community Edition. In this way all agents can access the knowledge and thus the tickets can be processed faster.
If configuration changes are made in ((OTRS)) Community Edition, the system may not behave "normally" for a short time. To inform other ((OTRS)) Community Edition agents that a change is being imported into the system, a system maintenance can be entered. To do this, select System Maintenance in the admin area and plan a new system maintenance:
Upgrading to the version will cause many invisible changes to the StatusTray.
These changes ensure a faster start-up and better handling of system resources. In addition, we are laying the first stone for further features of the application, e.g. full integration into the taskbar of the operating systems. This creates a seamless integration of the application into everyday life and thus allows the head to be free for the essentials.
The free "Device Exchange" add-on module offers a fast and convenient approach to replacing devices. Imagine the following scenario: A switch which is in use and well-documented fails; it needs to be replaced by another switch. The second switch also exists in the CMDB and is documented as completely as possible (model, accounting, location, status).
Every user in i-doit has the ability to configure their own dashboard. To allow this to happen, a number of pre-configured widgets are provided. Among other things, the "Report" widget can be displayed. This example embeds a report that provides information on the objects associated with the user ("Contact assignment" category), and which were last edited by another user.