E-time | the software company
BMC Remedy replacement with ((OTRS)) CE
We have been commissioned by an important Italian banking group to find a solution that would lead to
to replace the existing ticketing system with another system able to reduce costs and maintain the functions of the old
at the same time maintaining the functions of the old help desk and ticketing system.
The customer’s second-level support world was divided into several areas, each with
different needs. Within the same area, very different support activities were performed. Within the same area, very different support activities were performed: some required a simple intervention by the support operator; others, more complex, to be completed required several steps, the intervention of several operators and in some cases of more
in some cases of more structures.
Project purpose
The aim of the project was to replace Remedy with a new platform that could offer new features and reduce costs.
new functionalities and reduce costs. The choice fell on the Open Source platform of Help desk and ticket system ((OTRS)) Community edition.
OTRS stands for Open-source Ticket Request System.
tickets). ((OTRS)) CE is a software package that can be easily used for creating, distributing,
tracking and archiving of tickets received from users via web, phone or email. The web interface is
fully customizable and all activities are maintained in the history.
Tickets can have different status characteristics
different status characteristics, different escalation times and associated
email addresses depending on the queue in which they reside.
((OTRS)) CE also provides for the setting of predetermined responses
predetermined answers to tickets also through the use of
attachments and is equipped with a system of personalized
that allows the creation of statistical analysis
statistics on single tickets, exportable in different formats
different formats.
The previous system
The collection of tickets took place mainly
via web or via telephone (IVR), from the first level help desk
the first level help desk to the second level help desk
on the BMC Remedy help desk system, chosen by the group
chosen by the group as the first and most important system
of all support requests coming from
users.
The functionalities of the two systems are very similar to each other, however with OTRS, being the latter an
Open source system there are several advantages that can be summarized as follows:
- There are no license costs
- The degree of customization is maximum
- Lower maintenance costs
- immediate configuration
