Implementing a ticketing system provides many advantages for companies. However the implementation contains several obstacles that need to be overcome. A close integration into corporate IT and corporate processes increases the user acceptance. The following presentation provides some key aspects that should be considered. The project has been realized based on Open Source OTRS Helpdesk.

1. Open Source in companies
Implementing a ticket system
-
The case of OTRS Helpdesk

2. Purpose
• A central ticketing system
collects and governs all support
inquires from employees
• Harmonization and monitoring
of support processes
• Integration in existing technical
solutions and corporate
processes
Quelle: CC by mzeuner – http://farm3.staticflickr.com/2044/1491186958_0313858e3c_b.jpg

3. Technical environment
• For all users the attribute field mail has to have a
value
• An Active Directory Domain with the name foo.bar
• All users objects are located at
ou=Users,dc=foo,dc=bar
• All IT employees are member of the group cn=edv-
it,ou=Groups,dc=foo,dc=bar an

4. General aspects of OTRS
• The OTRS helpdesk distinguishes between two roles
1. Agents
2. Customers
• Agents manage customer requests/tickets
• Customers create requests through a web interface or via
e-mail
• Customers and agents use different and separated web
interfaces

5. Integration in existing IT is important
• The OTRS system is connected to the
central AD
• Any authentication attempt is
redirected to the AD
• IT supporters have to be created in
the helpdesk system, but their
password is validated based on the
AD too
• Die mail attribute of the employees is
used the unique element
Quelle: CC by ~Brenda Starr~ – http://farm4.staticflickr.com/3599/3509344402_2432abefa1_o.jpg

6. Integration into the companies is far more
important
• Educate you IT supporters to use
the new tool
• Explain procedures and create
transparent and easy processes
• Provide customers with a
service map  How and
through what way can I reach
the support?
Quelle: CC by NASA Goddard Photo and Video – http://farm9.staticflickr.com/8511/8432926142_09fb49a31d_b.jpg

7. Integration into the companies is far more
important
• Integrate existing service
processes
• Consequently use the systems,
avoid exceptions
• Create a unified and simplified
support process
• Keep promised Service Level
Agreements
• Communicate the added value
Quelle: CC by || UggBoy♥UggGirl || PHOTO || WORLD || TRAVEL ||–
http://farm2.staticflickr.com/1421/4593868078_0911981334_b.jpg

8. Advantages of this solution
• Education and training can be
focused on the key and
important parts
• The required creation of agent
accounts ensures access control
• A close integration into existing
systems increases the
acceptance and simplifies he
administration
Quelle: CC by kirtaph – http://farm4.staticflickr.com/3048/2919026200_a20557410b_b.jpg

9. Conclusion
• The focus is on the tool, the
accessibility and availability is
required and presupposed
• A close integration promotes the
usage and acceptance
• Stand-alone solutions of lead to
rejection from user side
• Employees – customers – benefit
from this integrated approach, overall
added value is created through better
focus and simplified support
Quelle: CC FutUndBeidl – http://farm6.staticflickr.com/5199/7369580478_92ccf6bfbd_b.jpg

10. Do you have further questions or
suggestions?
…. Just contact me!
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