Presenting OTRS to a customer/client - How To?

[Amukinado]

Hello! Monday I'll be presenting otrs in it's core to a company(with SLA's, so ITSM is installed also, but just for SLA's).

I wish to focus on:

-Main diferences between client/admin/customer interfaces
-What is and how a Queue works
-Explaining a ticket and it's lifecycle
-Give examples on stats outputs

I'ts a company that already has a SD solution and is not shure if it wants to migrate to another.

What do you think should be the best way to capture my client's attention to otrs?

Please, also post question you would ask if I was presenting OTRS to you.

Regards
Bruno

[crythias]

I don't think you need itsm for SLAs...

What is the audience for the presentation? Is the company providing support for other companies or using it for in-house tech support? Or providing a ticketing system for random customers?

[Amukinado]

I installed ITSM cause I read ITSM would give extra functions on SLA's.

The public will be the head IT managers and maybe a company manager. The goal is to give in-house tech support.

Regards
Bruno

[crythias]

If free, open source, fully customizable, web-centric, cross-platform, active-directory integration aren't good eye-catchers, then how about:

You can use one system via queues to handle requests beyond tech support? With Queues and Groups, even maintenance can use this system. If they need a "sign-off" work order because they don't have computers, http://forums.otrs.org/viewtopic.php?f=60&t=5940 you can add some lines to the PDF and have dispatch print them.

[Amukinado]

Hi! Thanks for the tips. Couldn't understand that tip on PDF's or reproduce it. What's it's purpose?

Regards.
Bruno

[crythias]

The PDF isn't customizable by default. (Ok, a little bit customizable, ... you can change the logo if you try).

But, let's say you have a dispatch person who prints tickets for maintenance type people who don't have computers to go with their screwdrivers and plungers. As part of office procedure, the maintenance person is required to "sign off and date" on the printed ticket that he did it, and turn the document back in to dispatch who will close the ticket.

It would be nice to have a place on the printed ticket to indicate "sign here". So, you would need to modify the PDF to add those lines.

[Amukinado]

Ok. Got the idea, but i pasted it on the file you said, but it didn't worked. Is the code complete? because it ends with a '{' .

Regards
Bruno

[crythias]

ah. I think it's because I include additional text to indicate where the code gets put.

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            # output random text
            my %randomTableParam;
               $randomTableParam{CellData}[0][0]{Content} = "Line ONE: _________________
Line TWO: _________________
Line THREE: _________________";
               $randomTableParam{CellData}[0][0]{Font} = 'Proportional';
            $Self->{PDFObject}->Table( %randomTableParam, );

should be put before the

Code: Select all

return 1;

which should be before

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 sub _HTMLMask