OTRS Agent Interface – How to use it

Dashboards
3 Topics
Dashboards – 1. Personal Dashboard
Dashboards – 2. Statistics and Reports
Dashboards – 3. Calendar Overview
Personalisation
6 Topics
Personalisation – 1. Agent Profile
Personalisation – 2. Security Settings
Personalisation – 3. Personal Notifications
Personalisation – 4. Business Object Lists and Organiser
Personalisation – 5. User Manual
Personalisation – 6. Chat Availability
Management Areas
5 Topics
Management Areas – 1. Knowledge Base Articles
Management Areas – 2. Services and SLAs
Management Areas – 3. Customer Management
Management Areas – 4. Asset Management
Management Areas – 5. Document Search
Overview & Ticket Handling
22 Topics
Overview & Ticket Handling – 1. Intro
Overview & Ticket Handling – 2. Creation
Overview & Ticket Handling – 3. Business Objects
Overview & Ticket Handling – 4. Business Object Detail View
Overview & Ticket Handling – 5. Business Object Detail View Sidebar
Overview & Ticket Handling – 6. Scroll To
Overview & Ticket Handling – 7. Add Note
Overview & Ticket Handling – 8. Add Phone Call
Overview & Ticket Handling – 9. Email Outbound
Overview & Ticket Handling – 10. Classification & Draft
Overview & Ticket Handling – 11. Watch Ticket
Overview & Ticket Handling – 12. Close Ticket
Overview & Ticket Handling – 13. Linking
Overview & Ticket Handling – 14. Move
Overview & Ticket Handling – 15. Pending
Overview & Ticket Handling – 16. Priority
Overview & Ticket Handling – 17. People
Overview & Ticket Handling – 18. Views
Overview & Ticket Handling – 19. Stream & Actions
Overview & Ticket Handling – 20. Compact View
Overview & Ticket Handling – 21. Properties & People
Overview & Ticket Handling – 22. Split & Merge
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Management Areas – 2. Services and SLAs

OTRS Agent Interface – How to use it Management Areas Management Areas – 2. Services and SLAs

In this part of our webinar, you will learn what services and the associated service level agreements are and how to manage them in OTRS. We also explain the associated mechanisms and functions such as the escalation timers and CIP matrix.

You can find more information on this topic in our feature video on service management.

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