otrs软件_Otrs用手册.doc

Otrs用手册

OTRS::ITSM用户手册目录 TOC \o "1-3" \h \z \u HYPERLINK \l "_Toc226362621" OTRS::ITSM用户手册 PAGEREF _Toc226362621 \h 1 HYPERLINK \l "_Toc226362622" 目录 PAGEREF _Toc226362622 \h 1 HYPERLINK \l "_Toc226362623" 概述 PAGEREF _Toc226362623 \h 2 HYPERLINK \l "_Toc226362624" Chapter 1系统概述 PAGEREF _Toc226362624 \h 3 HYPERLINK \l "_Toc226362625" Chapter 2基本概念 PAGEREF _Toc226362625 \h 8 HYPERLINK \l "_Toc226362626" Chapter 3事件管理 PAGEREF _Toc226362626 \h 10 HYPERLINK \l "_Toc226362627" 流程概述 PAGEREF _Toc226362627 \h 10 HYPERLINK \l "_Toc226362628" 目的 PAGEREF _Toc226362628 \h 10 HYPERLINK \l "_Toc226362629" 活动内容 PAGEREF _Toc226362629 \h 10 HYPERLINK \l "_Toc226362630" 流程概述 PAGEREF _Toc226362630 \h 11 HYPERLINK \l "_Toc226362631" OTRS系统说明 PAGEREF _Toc226362631 \h 17 HYPERLINK \l "_Toc226362632" Login OTRS PAGEREF _Toc226362632 \h 17 HYPERLINK \l "_Toc226362633" 事件接收和记录，分类，设定优先级 PAGEREF _Toc226362633 \h 18 HYPERLINK \l "_Toc226362634" 维护customer资料 PAGEREF _Toc226362634 \h 24 HYPERLINK \l "_Toc226362635" 处理事件 PAGEREF _Toc226362635 \h 26 HYPERLINK \l "_Toc226362636" Chapter 4问题管理 PAGEREF _Toc226362636 \h 33 HYPERLINK \l "_Toc226362637" 流程概述 PAGEREF _Toc226362637 \h 33 HYPERLINK \l "_Toc226362638" 目的 PAGEREF _Toc226362638 \h 33 HYPERLINK \l "_Toc226362639" 活动内容 PAGEREF _Toc226362639 \h 33 HYPERLINK \l "_Toc226362640" 流程概述 PAGEREF _Toc226362640 \h 34 HYPERLINK \l "_Toc226362641" OTRS系统说明 PAGEREF _Toc226362641 \h 39 HYPERLINK \l "_Toc226362642" 分析事件记录问题 PAGEREF _Toc226362642 \h 39 HYPERLINK \l "_Toc226362643" 处理问题 PAGEREF _Toc226362643 \h 46 HYPERLINK \l "_Toc226362644" Chapter 5配置管理 PAGEREF _Toc226362644 \h 46 HYPERLINK \l "_Toc226362645" 流程概述 PAGEREF _Toc226362645 \h 47 HYPERLINK \l "_Toc226362646" 目的 PAGEREF _Toc226362646 \h 47 HYPERLINK \l "_Toc226362647" 活动内容 PAGEREF _Toc226362647 \h 47 HYPERLINK \l "_Toc226362648" 流程概述 PAGEREF _Toc226362648 \h 48 HYPERLINK \l "_Toc226362649" OTRS系统说明 PAGEREF _Toc226362649 \h 48 HYPERLINK \l "_Toc226362650" Chapter 6服务管理 P