Best practice

Tip of the month

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[((OTRS)) Community Edition] Using the FAQ

For useful tips or frequently occurring problems it can be helpful to create a FAQ entry in ((OTRS)) Community Edition. This means that all agents have access to the knowledge and can process tickets more quickly. 

FAQ articles can (and should) be divided into categories. These can be mapped in a parent-child structure. You can define which agent groups are allowed to access articles within categories. The configuration can be found under "FAQ -> Categories - Administration":

Figure 1: FAQ category management

A new article is created under "FAQ -> New". A title and the corresponding category must be entered. In addition, keywords can be assigned to the article in order to find this entry more quickly later. Under "Status" you can define who is allowed to read this article. A distinction is made between three access authorizations:

    Internal (Agent): Only logged in agents can see the entry
    External (customer): Registered customers in the customer portal can also see the article
    Public (All): The article is visible for everyone without registration (<OTRS-URL>/public.pl)

Symptom", "Problem", "Solution" and "Comment" can be entered in the text boxes. The boxes support the well-known editor functions (e.g. coloring, embedding images, links):

Figure 2: Create a new FAQ article

After creation, the article is available to other agents or customers. This entry can now be used for ticket processing.

Below is a short example for "Outgoing e-mail". Under "Options" you can select FAQ articles. A mask with the existing FAQ categories and the corresponding articles opens. With a large FAQ, the search can be used to find the desired article more quickly. A click on the desired result opens the corresponding article and you can choose whether the entire article, the public link or both should be inserted into the reply mask. The prefabricated answer can then be edited further.

Figure 3: Using FAQ articles as an answer

A well-structured FAQ can speed up the processing process for the agents. When the customer portal is used, the customers also benefit and in the best case a ticket is not even opened.

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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.

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[i-doit] Validation of fields

i-doit has a validation option for manual input. For example, you can enforce the completion of specific fields in a category, or require the use of a certain pattern. You can additionally specify that values must be assigned once only within a category. Validation helps users to comply with a minimum level of the documentation requirements.

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[i-doit] Übersichtlichkeit im CMDB Explorer herstellen

CMDB Explorer is your first port of call when it comes to taking a bird's eye view; starting from the selected object, all relationships to other objects are displayed. But it can of course happen that not all information listed there is of interested, and you need a more limited view. i-doit offers you the option of masking object types, relationships, etc. which you do not need with profiles and filters and storing a profile to help you do so.

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