OTRS Business Solution™ 5 Manual

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.

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.

UNIX is a registered trademark of X/Open Company Limited. Linux is a registered trademark of Linus Torvalds. MS-DOS, Windows, Windows 95, Windows 98, Windows NT, Windows 2000, Windows XP, Windows 2003, Windows Vista and Windows 7 are registered trademarks of Microsoft Corporation. Other trademarks and registered trademarks are: SUSE and YaST of SUSE Linux GmbH, Red Hat and Fedora are registered trademarks of Red Hat, Inc. Mandrake is a registered trademark of MandrakeSoft, SA. Debian is a registered trademark of Software in the Public Interest, Inc. MySQL and the MySQL Logo are registered trademarks of Oracle Corporation and/or its affiliates. Mozilla Firefox is a registered trademark of the Mozilla Foundation. Google Chrome is a registered trademark of Google Inc. All trade names are used without the guarantee for their free use and are possibly registered trade marks. OTRS AG essentially follows the notations of the manufacturers. Other products mentioned in this manual may be trademarks of the respective manufacturer.


Table of Contents

1. Introduction
2. Upgrading to OTRS Business Solution
3. Features of OTRS Business Solution
The Chat
Description
Configuration
Setup
General Usage
Video and Audio Calls
Description
Configuration
Setup
Usage
Connection
The Dynamic Field "Contact with Data"
Description
Configuration
Usage
The Dynamic Field "Database"
Description
Configuration
Usage
Import ready-to-run process
Import
Import ready-to-run 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
The SLA Field Selection Dialog
Description
Configuration
Usage
The Article Attachment Overview
Description
Configuration
Usage
The Ticket Timeline View
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. Setting up the Online widget on Dashboard
3.14. Making a call inside the chat
3.15. Media Permission Request
3.16. Waiting for the other party
3.17. Established Connection
3.18. Mute Buttons
3.19. Audio Only
3.20. Call Invitation
3.21. Notification Permission Request
3.22. Online widget on the Dashboard
3.23. Calling other agents from Ticket Zoom
3.24. Making a call from Customer Information Center
3.25. Making a call from Ticket Zoom
3.26. Starting a Video Call from Customer interface
3.27. DynamicField Database Admin screen
3.28. DynamicField Database - Historical data settings
3.29. DynamicField Database - Test field
3.30. DynamicField Database - Autocomplete feature
3.31. DynamicField Database - Selected items
3.32. DynamicField Database - Detailed search
3.33. DynamicField Database - Detailed search result
3.34. Import ready-to-run process widget
3.35. Add web service
3.36. Import ready-to-run Web Service
3.37. Admin Cloud Service SMS Screen
3.38. Enabling SMS Notifications
3.39. Agent Preferences SMS Notification Settings
3.40. Enabling the Notification Web View
3.41. Notification Web View Icon on the Toolbar
3.42. Notification Web View Overview
3.43. Notification Web View Detail
3.44. Automatic generation settings
3.45. Automatic generation settings
3.46. Output settings
3.47. Report: Front page
3.48. Report: Table of contents
3.49. Report: Preamble
3.50. Report: Statistics
3.51. SLA configuration
3.52. SLA message
3.53. Switching to the article attachment overview
3.54. Using the article attachment overview
3.55. Switching to the Ticket Timeline View
3.56. Using the Ticket Timeline View