((OTRS)) Community Edition Help Desk and ITSM Training Courses


Altnix offers Training Course on ((OTRS)) Community Edition Administration with hands on lab exercises. ((OTRS)) Community Edition is a leading Enterprise grade open source tool for HelpDesk and ITSM . Altnix provides standard courses as well as custom training modules tailored for specific organizational requirements. All our trainings are live training led by an instructor.

 

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((OTRS)) Community Edition Training Courses

 

 Course ID and Course Name  Price Per Attendee  Upcoming Class Schedule

 Course ID 42512: ((OTRS)) Community Edition Help Desk Administrator Training 

Help Administrator training will cover topics required for setting a Help Desk and Service Desk facility using the ((OTRS)) Community Edition Help Desk features.

For details on the course content please contact us

 USD 950

February 3,4,5

February 24,25,26

 Course ID 42513: ((OTRS)) Community Edition ITSM Administrator Training

((OTRS)) Community Edition ITSM Training will enable attendees to setup a complete ITSM framework at their organization using the ((OTRS)) Community Edition ITSM and CMDB features.

For details on the course content please contact us

USD 1450

January 27,28

February 17,18

 Course ID 42514: ((OTRS)) Community Edition Help Desk Developer Training

Help Desk Developer course enable attendees to modify and customize the ((OTRS)) Community Edition Help Desk features inside ((OTRS)) Community Edition. System integration with 3rd party tools using APIs will also be covered.

For details on the course content please contact us

 USD 1950  Contact Us

 Course ID 42515: ((OTRS)) Community Edition ITSM Developer Training

ITSM Developer course enable attendees to modify and customize the ((OTRS)) Community Edition ITSM features inside ((OTRS)) Community Edition. System integration with 3rd party tools using APIs will also be covered.

For details on the course content please contact us

Custom Pricing

 Contact Us

Hands on Lab Exercises

Altnix offers training on ((OTRS)) Community Edition Help Desk based on a standard course structure mentioned below. We can provide in person training or live online training where courses are delivered over a web conference tool. We deliver our lectures in English at reasonable rates.

Live Instructor Led Training

We do not use pre-recorded videos in our training. All our trainings are conducted by qualified instructors provide live training.

 

Customized Training

Customers already using ((OTRS)) Community Edition may need customized training on specialized topics of interest. In such cases, Altnix can provide custom training courses based on your requirements. Please contact This email address is being protected from spambots. You need JavaScript enabled to view it. to request a custom training session.

Course Syllabus

Course Syllabus for ((OTRS)) Community Edition Help Desk Administrator Training – Basic

 Duration of the Course:

 3 Days

 Mode of Delivery:

 In Person or Live On-Line

 Course Content:

 

 Module

 Topics Covered

 

 

((OTRS)) Community Edition Help Desk Installation

  • Operating System Level Dependencies
  • ((OTRS)) Community Edition installation Process

 ((OTRS)) Community Edition Basics

  • Overall ((OTRS)) Community Edition Architecture
  • File Locations and Directory Structure

 Service Catalog

  • Creating Service Catalogs
Queues
  • Basic Understanding of Queues
  • Role of Post Master Queue
  • Using Sub-Queues
  • Mapping Services to Queues
 Agents
  • Creating Agents
  • Roles and Permissions for Agents
  • Assigning Agents to Queues
  • ACL and access controls for Agents
Customers
  • Creating new customer users in ((OTRS)) Community Edition
  • Assigning Queues and Services to Customers
 Service level Agreements

 

  • SLA for Services
  • SLA for Queues
  • Defining SLAs
  • Mapping SLAs to Customers
 Mail Settings
  •  Mail Gateway setup
  •  Email address and Alias definition
 Escalations
  •  Defining escalation matrix in ((OTRS)) Community Edition
  •  Approaches to Escalations
 Notifications
  •  Triggering notifications to agents and customers
  •  Notification Templates
 Auto Responses
  • Auto-response templates
 Calendars And Time Zones
  •  Defining Calendars and Time Zones
 Event handlers
  •  Event Handler basics
 Backup and Restore
  • Backup and Restore of ((OTRS)) Community Edition
 Reports
  • Basic Report generation in ((OTRS)) Community Edition
  • Introduction to Custom Reports

 

Pricing and Training Schedule on Advanced Topics

Please contact our training team This email address is being protected from spambots. You need JavaScript enabled to view it. or call +1-800-913-5553  for details on pricing and schedule for Training courses.

 

For Registration

Please contact our training team This email address is being protected from spambots. You need JavaScript enabled to view it. and on the phone please call +1-800-913-5553 or +91-70-4524-1620

For more details  Contact Us

 

Disclaimer: OTRS is a registered trademark that belongs to OTRS AG Germany. Altnix does not make any claims on trademarks related to OTRS.

 

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