Administrator Trainings for OTRS and KIX4OTRS

After attending an administration training for OTRS and KIX4OTRS, you may undertake on your own the configuration and maintenance of your OTRS system. It is a combined training with workshop character inclusive practical Hands-On-The-System. Such an approach was already established within trainings for OTRS with previous system administrators by many of our customers.

We give you a tool to adopt and configure your OTRS system to your own needs and requirements related to your company. It includes layout and functionality of the system. It is about solutions established in the reality for the real needs. Constructively, we advise to participate in an administration training for OTRS and KIX4OTRS with ITSM or OTRS developer training (OTRS Advanced Administrator Training).

Duration	3 days with specific preparation time in accordance to individual requirements
Participants	max. 5 participants as key user/multiplier
Content
Basics	explanation of the OTRS architecture explanation of the basic functionality of a ticket administration of customers / companies / contact persons explanation of reporting and statistic framework introduction of package management specific for OTRS explanation of additional module FAQ installation from TarBall and Installer packages (Windows, Debian Linux)
Administration and configuration	configuration elements of Config.pm configuration elements of SysConfig (Best Practice of SysConfig-opportunities) configuration of OTRS structures (roles, authorisations, queues, groups) configuration of text modules (templates) and messaging settings configuration of own automations creation of own GUI themes configuration of own reports Backup for applications and data
Configuration scenarios	Typical scenarios within customer and IT service clarifying of individual questions and aspects
Required knowledge	Basic knowledge of web-based software architectures practical elementary knowledge of platforms Unix / Linux or Windows practical knowledge of directory services (f.e. MS Active Directory, OpenLDAP, Novell eDirectory) practical knowledge of configuration of Apache2 practical knowledge of MTA (f.e. exim) basic knowledge within HTML, SQL, CSS practical use of text editors (f.e. vi, vim, gedit)

You may participate in this training at the Heinlein Academy / Heinlein-Akademie in Berlin or Open Source School in Munich (München). We would gladly realize trainings fitted to your specific project aspects. If you wish further information, don't hesitate to contact us.