August 2018
Intermediate to advanced
496 pages
14h 35m
German
Content preview from Praxishandbuch OTRSBecome an O’Reilly member and get unlimited access to this title plus top books and audiobooks from O’Reilly and nearly 200 top publishers, thousands of courses curated by job role, 150+ live events each month,
O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.
KAPITEL 15
Agenten
In der Regel arbeiten mehrere Agenten gleichzeitig mit OTRS, wie etwa in einem Callcenter. Damit die Agenten auf die Benutzeroberfläche von OTRS zugreifen können, müssen Sie für jeden von ihnen ein eigenes Benutzerkonto anlegen.
Die meisten Agenten dürfen in der Praxis nur wenige ausgewählte Aktionen ausführen. Beispielsweise könnte es den Technikern verboten sein, in die Queues der Callcentermitarbeiter zu linsen. Die wiederum sollten möglichst nicht auf die von OTRS generierten Statistiken zugreifen dürfen. Welche Aktionen einem Agenten erlaubt sind, legen Sie in OTRS über sogenannte Gruppen und Rollen fest. Mit ihnen lassen sich gleichzeitig die Strukturen und Hierarchien im Unternehmen abbilden. Noch deutlich feiner können ...
Become an O’Reilly member and get unlimited access to this title plus top books and audiobooks from O’Reilly and nearly 200 top publishers, thousands of courses curated by job role, 150+ live events each month,
and much more.
Read now
Unlock full access
More than 5,000 organizations count on O’Reilly
O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.