I work for the IT helpdesk of a large retailer (+1500 users, +50 stores) and I'm looking at OTRS with ITSM for use as our main call logging system.
As our helpdesk consists of only 4 agents/an IT manager there is a lot of overlap and it's fairly loosely tiered, therefore for the time being we are going with one main queue visible by all agents/manager.
We have looked into auto-creation of tickets by email integration and it's clear that won't work for us; it will be easier for agents/users to log phone tickets and have users log calls via the customer frontend.
My questions are as follows:
- We have a small list of external vendors (<20), and we need a way to indicate when responsibility for an issue lies with these entities. How would we configure this in OTRS?
- how do I set a default Queue/default Type for new phone tickets? I'm thinking it's something in agentticketphone.dtl but not sure what to look for/change
- How do I configure the CMDB to display serial number instead of configitem# in the CMDB Overview?
- I know this isn't really the place for these questions, but can anyone point me to some guidance for designing services around small helpdesks like ours? Is there anyone here who has successfully adopted OTRS>:ITSM in a similar environment? One of my main concerns is do we treat our stores as 50 separate customers (if so how do large helpdesks manage services for these? Would we need the same core services x50), and if not how do you reflect say a loss of email at one site in the 'grand scheme of things'? i.e. how would we set a threshold of, say, two-three stores causing a state change to 'Warning' in the Services Overview?
We will not be adopting ITIL wholesale for the moment, but we would like to at least move towards some best practises should we ever decide to in the future.
Thanks in advance for your help