E-time | the software company
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.
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
