Process Management in ((OTRS)) Community Edition

 

The Process Management in ((OTRS)) Community Edition can be used for managing workflows in an organization including approval processes, tracking processes, and coordination between different departments of an organization. The Altnix team of experts can design new processes in ((OTRS)) Community Edition and implement different types of processes involving customers and internal employees. Altnix provides consulting, implementation, and support services for Process Management in ((OTRS)) Community Edition.

 

Workflow Design and Process Definition

The first step in designing a new process is to create clear workflows for your processes. This includes process flow, task handover, decision points, escalations, notifications, and list of tasks performed at each process step.

Converting to a Process in ((OTRS)) Community Edition

Once a basic workflow is created, the next step is to create an equivalent process in ((OTRS)) Community Edition. The following elements are used in ((OTRS)) Community Edition process management module.

  • Activity: Any interaction with a user in ((OTRS)) Community Edition is called as an Activity
  • Activity Dialog: Activity Dialog is basically a Form that can exchange information with the user using Form elements such as Text Box, Radio Buttons, Pull Down Menus, etc
  • Transitions: Transitions are the workflow logic that defines the flow from one activity to another based on business process mapping
  • Transition Actions: Transition actions are tasks defined at the backend of the ((OTRS)) Community Edition system such a ticket handling, agent ownership, notifications, escalations, etc. Transition Actions usually are mapped to a particular transition.

Publishing Process to End Users

A process is first defined as a process template inside ((OTRS)) Community Edition. This template can then be published to users. Once it is published as a template, end users can start using this template and start a new process ticket.

((OTRS)) Community Edition allows you to send notifications to all users participating in a process so that all process tickets are acted upon in a prompt manner.

Note that OTRS allows you to specify which users can have access to the process management feature.

Consulting and Implementation of Process Management in ((OTRS)) Community Edition

Altnix provides consulting and implementation on process management in ((OTRS)) Community Edition. This includes workflow definition, converting workflows to a process in ((OTRS)) Community Edition, implementing this process in ((OTRS)) Community Edition and training to end-users and administrators on how to use the new processes in ((OTRS)) Community Edition.

 

Disclaimer: OTRS is a registered trademark that belongs to OTRS AG Germany. Altnix does not make any claims on trademarks related to OTRS.