ITIL管理工具-OTRS安装指南_用户手册

OTRS::ITSM

用户手册

目录

OTRS::ITSM

用户手册

.

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1

目录

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1

Chapter 1

系统概述

.

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3

Chapter 2

基本概念

.

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8

Chapter 3

事件管理

.

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1

0

目的

.

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1

0

活动内容

.

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1

0

流程概述

.

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11

OTRS

系统说明

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1

7

事件记录，分类，设定优先级

.

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1

8

维护< /p>

customer

资料

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2

4

处理事件

.

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2

6

Chapter 4

问题管理

.

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3

3

目的

.

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3

3

活动内容

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3

3

流程概述

.

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3

4

OTRS

系统说明

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3

9

分析事件记录问题

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3

9

处理问题

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4

6

Chapter 5

配置管理

.

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4

6

目的

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4

6

活动内容

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4

7

流程概述

.

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4

7

OTRS

系统说明

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4

8

Chapter 6

服务管理

.

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5

4

目的

.

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5

4

活动内容

.

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5

4

OTRS

系统说明

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5

4

Chapter 7

FAQ

管理

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5

5

目的

.

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5

5

活动内容

.

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5

5

流程概述

.

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5

5

1

OTRS

系统安装

-

引言

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5

7

2

OTRS

之安装部署简介

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5

7

2.1

名词解释

.

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5

7

2.1.1

Perl

.

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5

7

2.1.2

CPAN

.

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5

8

2.1.3

ITSM

.

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5

8

3

OTRS

之安装部署进行时

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6

0

3.1

Windows

平台安装部署

.

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6

0

3.1.1

操作系统

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6

0

3.1.2

3.1.3

3.1.4

3.1.5

数据库

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6

0

Web

服务器

.

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6

0

Perl

.

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6

1

OTRS

.

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6

5

Chapter 1

系统概述

OTRS::ITSM

可以实现

ITTL

的事件管理，问题管理， 配置管理，服务管理流程。并且提供

FAQ

知识库，日

历，调查，统计等应用工具。

针对不用的角色共有

3

个不同的入口

1.

Agent interface

Agent

透过

agent inte rface

纪录

/

处理，事件，问题。 进行配置管理，

FAQ

写作。

2.

Customer interface

Customers have a special web interface in OTRS. Through this web interface customers can create new accounts, get

an overview on own tickets, create and edit tickets, change the account settings

3.

Public interface

In addition to the web interfaces for agents and customers OTRS has a public web interface that is available through

the FAQ

-

Module (must be installed separately). It provides public access to the FAQ system, and lets visitors search

through the FAQ entries without any authorization.

4.

An overview to the Agent interface

After you have successfully logged into the system the web interface is loaded. Per default you are in the

QueueView after the login. The QueueView provides you a quick overview about tickets in the different

queues, notifies about new messages, tells you how many locked tickets you have, e.g.

To improve the clarity the web interface is separated into different areas. The black bar on top of the

windows shows some general information like the current time and date, your name and your mail

address. Also on the left site a link is displayed that can be used to reload the page.

The white bar below is the navigation bar. It shows buttons that enables you to navigate to different areas

or modules of the system and lets you execute some global actions. The navbar is divided into three

parts. In the left area the logout button, the button to activate the QueueView, a button to load the

customer back-end and a button to load the full-text search are displayed. The

where some system stats can be generated. With the preference button you can reach the screen to

change your own account settings.

tickets, e.g. to close or move more than one ticket.

The middle part of the navbar shows the buttons for the navigation to the other modules of the system.

After a standard installation you only see the

administrator. If some additional application are installed, e.g. the file manager or the web mailer,

buttons to reach this applications are also displayed.

At the right site of the navbar you can get an overview on how many tickets you have locked and if new

messages for you have been arrived.

The grey bar below the navbar shows different system messages. If you are logged in as OTRS

administrator you get a message, that you should not work as administrator. If the calendar module is

installed, the next events are displayed in this section.

The black bar below shows the queue, which is currently selected or tells you, that

selected.

queues for

Below the area with the currently selected queue a grey bar is displayed that contains informations about

the tickets in the system. The next bar shows all queues and their number of open tickets. On a fresh

installed system you can see, that the

If you select the

Now the lower part of the screen contains additional information about the new ticket in the

A black bar is filled with the ID of the ticket and its age. At the left site of this bar the checkbox is

available that lets you mark the ticket for the bulk action. The next grey line contains the actions that can

be done with the ticket (e.g. Lock, Zoom, History). On the right site of this line the date and time when

the ticket was created is displayed.

Below the interface is divided into two parts. On the left site a preview of the ticket is displayed in white

color. The sender of the ticket, the recipient address, the subject and the first lines are shown. On the right

site some additional information for the ticket are displayed in grey color, e.g. the priority and the status.

Some buttons allow to answer the ticket, make a telephone note or move the ticket into another queue.

On the bottom of the screen the site footer is displayed in black color. It also contains some buttons to

activate the QueueView, jump to the beginning of the screen, e.g.

5.

User preferences

Many settings of a user account in OTRS can be configured to their own needs via the user preferences.

Customers, agents and the OTRS administrator have the possibility to adjust their own account

preferences. The preferences page can be reached via the

interface.

A customer can select the web interface language, the maximal count of shown tickets and the refresh

period for the interface. Also it is possible to set a new password and activate/deactivate the display of

closed tickets.

An agent can adjust the interface language, the theme, the default dictionary and the view for the queues.

Also the refresh period for the interface, the maximal count of shown tickets per page and the screen that

should be displayed after a new ticket is created can be set. It is possible to change the password and

select the events when the system shall send a notification to the email address, that is registered for your

account.

The queues, that you want to monitor in your

preferences. You should only select such queues that are important for you.

Chapter 2

基本概念

?

事件管理

事件管理流程是为

IT

用户尽快回到正常工作状态而设计，其关心的重点是快速响应、

快速恢复，使故障

对业务的影响最小化。

事件管理流程受事件触发和驱动，

所谓事件，

< br>是指发生了非常规的运作情况，

包括系统崩溃、

软件故障 、

任何影响用户业务操作和系统正常运作的事情、以及影响业务流程或违背服务水平协议 的情况。事件也

包括一个用户的请求，如，重设用户密码。不是所有的事件都由用户产生 ，监控管理平台产生的告警也

可引发事件。

< br>通常由帮助台负责记录事件相关信息，向用户提供对已知问题的处理方法，报告事件和尽快恢复服务，

目的是在事件管理阶段获得尽可能高的事件解决率。

所有的事件应该基于相关配置项

(CI)

的关键等级 和影响度进行优先级分类。

事件管理的责任是记录、

分类、

调查

/

诊断、< /p>

解决已知问题、

监控追溯事件、

与用户和 问题管理流程交流、

最终解决事件。

?

问题管理

问题是一个或几个已暂时处理但根本原因尚不明确的事件，

< /p>

许多事件往往是由同一个问题引起的。

问题

的来源主要有以下几种：

?

已经关闭的事件，经过回顾分析后，可能形成一个问题；

?

重大事件，虽然经过紧急处理恢复 服务，但未找到根本原因，也形成一个问题；

?

对于趋势性事件的分析，形成问题。

问题管理流程的根本目的是消除或减少事件的发生，

将

IT

系统内部缺陷导致的业务事件或问题的负 面

影响降到最低限度，此流程分析发生在生产环境的事件

(

常常是已关闭的事件记录

)

，确定最常发生 或具

有最大影响的事件，

找出根本原因，

然后生成变更请求

(RFC)

、

变通 方法或建议的预防性措施来防止事件

的再次发生。所以问题管理流程需要和变更管理流程 一起来实施找出的解决方案以从根本上解决问题

?

配置管理

配置管理是一个描述、

追溯和汇报所有

IT

基础架构中的每一个设备或系统的管理流程。

这些设备和系 统

被称为配置项

(CI)

。每一个< /p>

CI

必须被有效管理、追溯和控制以支持

IT

服务和基础设施成功运行。配置

管理流程所管理的配置项< /p>

(CI)

包括硬件、软件和网络设备、文档等

IT

基础架构中所有必须控制的组成部

份。所有的数据存在 配置管理数据库

(CMDB)

中。

在说明一个配置项

(CI)

时，

CI

被赋予一个名字和描述，同时诸如责 任人、状态、配置等相关属性也被详

细记录。

CI

之间的关系也可找出并记录到

CMDB

中。