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On premise installation and version migration to Rexpondo

The project in brief

On-premise migration of ((OTRS)) Community Edition v.5 to version 6 and subsequent transition to Rexpondo.

Consulting on OTRS configuration according to the company workflow, with production of reports in line with SLAs.

Client
SEA Vision
Date
2019

Requests

  • Version migration while preserving history
  • Reconfiguration to improve ticket management.
  • Automatic import of assets located at customer sites.
  • Automatic configuration of the SLAs associated with these assets.
  • Stop SLA mechanism.
  • Reporting to share with customers, linked to internal BI.

Adopted Solutions

  • Version migration as per request.
  • Configuration of a process for moving a ticket through the different intervention phases.
  • StopSLAPremium plugin.
  • Automatic .csv import of the assets and their SLAs into the CMDB.
  • Configuration of product recognition process from serial code, with related information including timers associated to the product SLA.
  • Calculation of ticket dwell times in the different workflow phases including eventual SLA stops (taking into account the different operator calendars located in Poland and USA).
  • Reports exportable in .csv format
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