OTRS Business Solution™ 6 Manual
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OTRS Business Solution™ 6 Manual

Copyright © 2017 OTRS AG

This work is copyrighted by OTRS AG.

You may copy it in whole or in part as long as the copies retain this copyright statement.

All trade names are used without the guarantee for their free use and are possibly registered trade marks. All products mentioned in this manual may be trade marks of the respective manufacturer.

The source code of this document can be found at github, in the repository doc-otrsbusiness. Contributions are more than welcome. You can also help translating it to your language at Transifex.

Table of Contents

1. Introduction
2. Upgrading to OTRS Business Solution™
3. Features of OTRS Business Solution™
The Chat
Description
Configuration
Setup
General Usage
Advanced Usage
The Dynamic Field Contact with Data
Description
Configuration
Usage
The Dynamic Field Database
Description
Configuration
Usage
The Dynamic Field Web Service
Description
Configuration
Usage
Import Ready2Adopt Process
Import
Import Ready2Adopt Web Services
Import
SMS Notifications and Notification Web View
Description
Setting up SMS Notifications
Setting up and Using the Notification Web View
The Report Generator
Description
Configuration
Usage
Resource Planning
Description
Configuration
Usage
The SLA Field Selection Dialog
Description
Configuration
Usage
SMS Communication Channel
Description
Activating SMS Cloud Service
Configuring SMS Templates
Creating SMS Tickets
Creating SMS Articles
Displaying SMS Articles
The Article Attachment Overview
Description
Configuration
Usage
The Ticket Timeline View
Description
Configuration
Usage
System Configuration User Specific Settings
Description
Configuration
Usage
System Configuration History
Description
Configuration
Usage
A. Additional Resources

List of Figures

2.1. Upgrading Screen
2.2. Upgrade Successful
3.1. Setting up preferred chat channels
3.2. Setting up Chat Availability
3.3. The Chat Managing Screen
3.4. Starting an A2C chat from ticket zoom
3.5. Starting an A2C chat from dashboard
3.6. Starting a C2A chat
3.7. An Open Chat Request
3.8. Open Chat Request Details
3.9. The chat widget
3.10. Monitor a chat
3.11. Advanced chat actions
3.12. The chat widget
3.13. Configure Chat Integration Button
3.14. Configuration Tab
3.15. Integration Code Tab
3.16. Preview Tab
3.17. Dynamic Field Database Admin screen
3.18. DynamicField Database - Historical data settings
3.19. DynamicField Database - Test field
3.20. DynamicField Database - Autocomplete feature
3.21. DynamicField Database - Selected items
3.22. DynamicField Database - Detailed search
3.23. DynamicField Database - Detailed search result
3.24. Dynamic Field Web Service - Outgoing mapping example
3.25. Dynamic Field Web Service - Incoming mapping example
3.26. Dynamic Field Web Service - Definition Example
3.27. Import Ready2Adopt Process Widget
3.28. Add web service
3.29. Import Ready2Adopt Web Service
3.30. Enabling SMS Notifications
3.31. Agent Preferences SMS Notification Settings
3.32. SMS Notification Text Fields
3.33. Enabling the Notification Web View
3.34. Notification Web View Icon on the Toolbar
3.35. Notification Web View Overview
3.36. Notification Web View Detail
3.37. Automatic generation settings
3.38. Automatic generation settings
3.39. Output settings
3.40. Report: Front page
3.41. Report: Table of contents
3.42. Report: Preamble
3.43. Report: Statistics
3.44. Team Management Add and Import
3.45. Team Management Add and Import
3.46. Team Agent Management
3.47. Team Agent Relations
3.48. Assigning team and agent to an appointment
3.49. Assigning multiple teams and agents to an appointment
3.50. Resource Overview
3.51. Resource Overview
3.52. Resource Overview Settings
3.53. Resource Overview Filter Delete
3.54. SLA configuration
3.55. SLA message
3.56. Cloud Services Screen in Admin Interface
3.57. Activating SMS Cloud Service
3.58. Manage SMS Templates
3.59. Manage SMS Templates
3.60. New SMS Ticket Screen
3.61. New SMS Ticket Screen
3.62. New SMS Ticket Screen
3.63. SMS Article Display
3.64. SMS Ticket History Entries
3.65. Switching to the article attachment overview
3.66. Using the article attachment overview
3.67. Switching to the Ticket Timeline View
3.68. Using the Ticket Timeline View
3.69. Accessing the user specific settings
3.70. Reverting a setting to default value
3.71. Access to user values of a particular setting
3.72. Usage of the user specific values screen
3.73. Access to the setting reset dialog
3.74. Choosing the reset scope
3.75. System configuration deployment history
3.76. System configuration setting history
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   Chapter 1. Introduction