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Installazione e migrazione di versione Help desk

Il progetto in breve

Migrazione on-premise di ((OTRS)) Community Edition v.5 alla versione 6 e successivo passaggio a Rexpondo.

Consulenza su configurazione di OTRS in base al workflow aziendale, con produzione di reportistica in linea con gli SLA.

Cliente
SEA Vision
Data
2019

Richieste

  • Migrazione di versione conservando lo storico.
  • Riconfigurazione per migliorare la gestione dei ticket.
  • Importazione automatica degli asset dislocati presso i clienti.
  • Configurazione automatica degli SLA associati a questi asset.
  • Meccanismo di Stop SLA.
  • Reportistica da condividere con i clienti, agganciata a BI interna.

Soluzioni adottate

  • Migrazione di versione come da richiesta.
  • Configurazione di un processo per lo spostamento di un ticket nelle diverse fasi di intervento.
  • Plugin StopSLAPremium.
  • Importazione automatica .csv degli asset e dei relativi SLA all’interno del CMDB.
  • Configurazione processo di riconoscimento prodotti da codice seriale, con relative informazioni compresi i timer associati allo SLA del prodotto.
  • Calcolo tempi di permanenza del ticket nelle diverse fasi del workflow comprensive di eventuali Stop SLA (tenendo conto dei diversi calendari operatori dislocati in Polonia e USA).
  • Reportistica esportabile in formato .csv
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