Take a look at OTRS Training Options
There are options to fit every need. Select from intro courses or intensive training programs.
Contact sales@otrs.com, if you want to have a private or on-site training.
Duration 1/2 Day
Description
All OTRS trainings are standardized and follow a consistent agenda. Each participant receives temporary access to a training system that can be used during the training. The availability of the system after the training varies between 1-2 weeks. No individual user manual or training of the customer’s system is included.
All participants of the Foundation Training will get an overview of the standard functionalities of the OTRS web interface and some background knowledge how it works. The main idea of that Training is to train Trainers which act as multiplicator. The external interface will be presented as well, that the Agent can show clients how to operate the external interface. The Training is designed to provide two time slots per day.
The first Training is starting at 08:00 am and stops at 12:30 pm (CET). The second training is starting at 02:00 pm and stops at 06:30 pm (CET). The language is DE in the morning and EN in the afternoon.
You still have some vouchers for the Transition Training left? They can be used for the Foundation Training, as well.
Price: 350 € / $ 350
A voucher for such training, allows participation in the morning or afternoon.
The Foundation Training is the first module of our training series. Those who have completed this can then attend the Administration Training.
Additional Information
This public Foundation Training is not designed as an individual end user training. The content is always the same and focus on the usage of OTRS, without a customer specific training. Furthermore a the public training system will be used, which is available for 10 days for every attendee. Recording of the training is not allowed.
Topics:
Module: OTRS Agent Interface
- OTRS Agent Interface
- Login & 2FA
- Navigation and Usage
- Personalization
- Personal Dashboard
Module: How to work as Agent with
- Tickets
- KBAs
- Customers
- Appointments
- Configurations
Output
- Login data to the Training-System
- Slides which are used during the training
- Certificate
Duration 3 Days
Description
All OTRS trainings are standardized and follow a consistent agenda. Each participant receives temporary access to a training system that can be used during the training. The availability of the system after the training varies between 1-2 weeks. No individual user manual or training of the customer’s system is included.
The Administration Training teaches participants the basic know-how for the design of queue structures and permission concepts. How to customize the system, the statistics, as well as the CMDB and the most used feature add ons will be trained, too. The individual modules will be presented by the consultant and during the “working with OTRS” slots, attendees get a practical understanding of the functions. Every morning and every evening a “round table” is scheduled to talk about the past day, as well as the coming day.
The training is starting at 08:00 am and stops at 5:00 pm (CET).
Price: 1,950 € / $ 1,950 (discounts of 30% & more are applied according to contract level)
One voucher for such a training, is valid for one participant and allows participation in all 3 days.
The Administration Training requires the knowledge from the Foundation Training. It is not required to attend, but no topics from the Foundation Training are repeated in the Administration Training.
Additional Information
This public training takes place as an online meeting together with other customers and is therefore not designed as an individual end-user training. The content is always the same and focus on the usage of OTRS, without a customer specific training. Furthermore, a training system will be used, which is available for 1-2 weeks for every attendee. Recording of the training is not allowed.
Topics:
Module: Interface Design
- Agent: Style
- External: Layout
- External: Home Page
- External: Service Catalogue
- External: Custom Pages
Module: Ticket Settings
- States
- Priorities
- Queues
- Types
- Templates
Module: Permission Management
- Agents and Customer User
- Roles & Groups
- Queues / Classes / Calendar / Categories
Module: Communication & Notifications
- Email Communication
- Postmaster Filter
- Ticket & Appointment Notifications
Module: Reporting & SLA Management
- Services & SLAs
- Statistics & Reports
Module: Administration
- System Configuration
- System Log
- Communication Log
Module: Customization Part I
- Dynamicfield Types
- Config Item Classes
- General Catalogue
Module: Customization Part II
- Access Control Lists
- Generic Agents
Module: Processes Part I
- Activity
- User Task Activity dialogue
- Sequence flows
- Sequence flow actions
Module: Processes Part II
- Presentation of process example in BPMN
- Setting up required attributes and definitions
Module: Processes Part III
- Explanation of the process
- Creation of process in OTRS
Module: Processes Part IV
- Script Activities (Push & Pull)
Output
- Login data to the training system
- Slides which are used during the training
- Certificate
