Confidential (Developed by estomi Not to be circulated without permission)

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Adam Lynch
6 years ago
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1. Log on to http://10.25.15.55/otrs/index.pl. Enter your username and invalid password. You should be NOT able to log into your account. 2. Log on to http://10.25.15.55/otrs/index.pl. Enter your username and valid password.

2 1. Log on to Enter your username and invalid password. You should be NOT able to log into your account. 2. Log on to Enter your username and valid password. You should be able to log in into your account. 3. Your account screen should be displayed. 4. The main menu bar of the screen should list "Dashboard", "Tickets", "Statistics", "Search Button", "Username" and "Log Out" button. 5. In the right side of the screen "Setting", "7 Day Stats", "Upcoming Events", "OTRS News" sections should be listed. 6. Go to "Reminder Tickets". A list of "Locked Tickets", "Responsible", "My Queues", "All" should be listed for viewing specific tickets. 7. Click on "Locked Tickets". Locked tickets whose reminder date has been reached should be listed. 8. Click on "My Queues". Tickets in the queue whose reminder date has been reached should be listed. 9. Click on "All". All tickets whose reminder date has been reached should be listed. 10. Go to "Escalated Tickets". A list of 'Locked Tickets', 'My Queues', 'All' should be listed for viewing specific tickets. 11. Click on "Locked Tickets". Tickets that are locked and escalated should be listed. 12. Click on "My Queues". Tickets in the queue which are escalated should be listed. 13. Click on "All". All the tickets that are escalated should be listed. 14. Go to "New Tickets". A list of "Locked Tickets", "My Queues", "All" should be listed for viewing specific tickets. 15. Click on "Locked Tickets". A list of tickets that are locked should be listed. 16. Click on "My Queues". Tickets that are new in queue should be listed. 2

3 17. Click on "All". All the tickets that are new should be listed. 18. Go to "Open Tickets/Need to be answered". A list of "Locked Tickets", "My Queues", "All" should be listed for viewing specific tickets. 19. Click on "Locked Tickets". A list of tickets locked but need to be answered should be listed. 20. Click on "My Queue". Tickets that are open should be listed. 21. Click on "All". All the tickets that are open should be listed. 22. Go to "New Tickets". Click on a ticket to open it. 23. The screen should reflect "Article" menu bar with options "Back", "Lock", "History", "Print", "Priority", "Owner", "Note", "Pending", "Close", and Move". 24. In the right side of the page "Ticket Information", "Customer Information", "Linked Objects" should be displayed. 3

ownership should assign to you, respectively. 27. Click on "Unlock".

4 25. Click on "Back". The previous screen should appear. 26. Click on "Lock". The 'Locked' & 'Owner' option in 'Ticket Information' should change to 'lock' and the ownership should assign to you, respectively. 27. Click on "Unlock". The Locked option in 'Ticket Information' should change to ' Unlock' and the Ownership should remain the same. 4

28. Click on "History". 'History-Ticket' window should appear and history for the ticket should be screened. 29. Click on "Print". Ticket should be downloaded and saved to the hard disk for the print.

User has to set the SLA TAT for the ticket and the priority can be assigned or changed depending on the priority of ticket, and Click on 'Submit'. 32. Click on "Owner".

5 28. Click on "History". 'History-Ticket' window should appear and history for the ticket should be screened. 29. Click on "Print". Ticket should be downloaded and saved to the hard disk for the print. 30. Click on "Set SLA". 'Priority-Ticket' window should appear. 31. User has to set the SLA TAT for the ticket and the priority can be assigned or changed depending on the priority of ticket, and Click on 'Submit'. 32. Click on "Owner". 'Owner-Ticket' window should appear. Select 'New Owner' from the list. Enter 'Subject' by default it should be 'Owner Update!. Enter 'Text'. Select file from 'Attachment'. Select default 'Note Type'. Enter 'Time Units'. Click on 'Submit'. The 'Owner' in the 'Ticket Information' should be changed. 33. Click on "Notes". 'Note-Ticket' window should appear. By default 'Subject' should be 'Note'. Enter the 'Text'. Select file from 'Attachment'. Select 'Note-Type' to 'note-internal'. Enter the 'Time Units'. Click on 'Submit'. Note should be displayed into the Zoom ticket window and should not be visible to customer. 34. Click on "Notes". 'Note-Ticket' window should appear. By default 'Subject' should be 'Note'. Enter the 'Text'. Select file from 'Attachment'. Select 'Note-Type' to 'note-external'. 5

Enter the 'Time Units'. Click on 'Submit'. Note should be displayed into the zoom ticket window and should also sent to the customer. 35. Click on "Pending". 'Pending-Ticket' window should appear. 36.

6 Enter the 'Time Units'. Click on 'Submit'. Note should be displayed into the zoom ticket window and should also sent to the customer. 35. Click on "Pending". 'Pending-Ticket' window should appear. 36. Enter 'Subject' by default it is 'Pending!'. Enter the 'Text'. Select file from 'Attachment'. 'Note-Type' should be 'note-internal' by default. Select 'Next State' as 'pending reminder'. Set 'Pending date' at today's date and time at current time. Enter 'Time Units'. Click on 'Submit'. Ticket should be listed into 'Reminder Ticket'. 37. Enter 'Subject' by default it is 'Pending!'. Enter the 'Text'. Select file from 'Attachment'.'Note-Type' should be 'note-internal' by default. Select 'Next State' as 6

7 'pending auto close+'. Set 'Pending date' at today's date and time at current time. Enter 'Time Units'. Click on 'Submit'. Ticket should be closed successful. 38. Enter 'Subject' by default it is 'Pending!'. Enter the 'Text'. Select file from 'Attachment'.'Note-Type' should be 'note-internal' by default. Select 'Next State' as 'pending autoclose-'. Set 'Pending date' at today's date and time at current time. Enter 'Time Units'. Click on 'Submit'. Ticket should be closed unsuccessful. 39. Click on "Close". A 'Close-Ticket' window should appear. Enter 'Subject' by default it should be 'Close'. Enter the 'Text'. Select a file from 'Attachment'. Set 'Note Type' at default 'note-internal'. Select 'Next State' as 'Close Successful'. Enter 'Time Units'. Click on 'Submit'. Ticket should be closed successfully. 40. Click on "Close". A 'Close-Ticket' window should appear. Enter 'Subject' by default it should be 'Close'. Enter the 'Text'. Select a file from 'Attachment'. Set 'Note Type' at default 'note-internal'. Select 'Next State' as 'Close Unsuccessful'. Enter 'Time Units'. Click on 'Submit'. Ticket should be closed unsuccessfully. 7

41. Select "Move". A list of available queues should be listed. Select one queue from the list. 'Queue' option in 'Ticket Information' should be changed. 42.

8 41. Select "Move". A list of available queues should be listed. Select one queue from the list. 'Queue' option in 'Ticket Information' should be changed. 42. Check the moved ticket by login as another agent in the respective queue. 43. Below "Article" menu bar a list of tickets should be listed. 44. Click on any ticket. The ticket should open in the area just below it. 45. A list of options "Forward", "Phone Call Outbound", "Split", "Print", "Reply" should be listed. 46. Click on "Forward". 'Forward Ticket' window should appear to forward the ticket. 47. Click on "Phone Call Outbound".'Phone Call' window should appear. 48. Click on 'Print'. Ticket should be downloaded in a pdf file to take print out. 49. Click on "Back" to go back to the Dashboard. 8

50. Click on "Tickets" from the Top menu bar. A list of options "Queue view", "Status view", "Escalation view", "New Phone Ticket", "New Email Ticket", "Search" should be listed.

A list of all ticket from the queue should be listed. 53. Click on "Tickets Available". A list of unlocked tickets should be listed. 54. Click on "Tickets" from the Top menu bar.

9 50. Click on "Tickets" from the Top menu bar. A list of options "Queue view", "Status view", "Escalation view", "New Phone Ticket", "New Ticket", "Search" should be listed. 51. Select "Queue View". List of all your queues, "All tickets", "Tickets available" options should be listed. 52. Click on "All Tickets". A list of all ticket from the queue should be listed. 53. Click on "Tickets Available". A list of unlocked tickets should be listed. 54. Click on "Tickets" from the Top menu bar. Select "Status View" from the list. List of options "Open", "Closed" should be listed. 55. Click on "Open". A list of all open tickets should be listed. 56. Click on "Closed". A list of all closed tickets should be listed. 9

57. Click on "Tickets" from the top menu bar. Select "Escalation View" from the list. List of options "Today", "Tomorrow", and "Next week" should be listed. 58. Click on "Today".

A list of tickets that are escalating next week should be listed. 61. Click on "Tickets" from the top menu bar. Select "New Phone Tickets".

10 57. Click on "Tickets" from the top menu bar. Select "Escalation View" from the list. List of options "Today", "Tomorrow", and "Next week" should be listed. 58. Click on "Today". A list of tickets that are escalating today should be listed. 59. Click on "Tomorrow". A list of tickets that are escalating tomorrow should be listed. 60. Click on "Next Week". A list of tickets that are escalating next week should be listed. 61. Click on "Tickets" from the top menu bar. Select "New Phone Tickets". The screen should reflect 'From customer', 'To', 'Owner', 'Subject', 'Text', 'Attachments', 'CustomerID', 'New ticket state', 'Pending date', 'Priority', 'Time units', 'Create', 'Customer History' should be listed. 62. Enter a customer into 'From customer' field. Select a queue from the 'To queue' field. Select an owner from the 'Owner' field. Enter the 'Subject' and 'Text'. Select a file from 'Attachment' field. Set 'New ticket state'. Set 'Pending date'. Set 'Priority'. Click on 'Create'. New Phone Ticket should be created. 10

Enter the new template and click on 'Add'. Enter 'Fulltext'. Select another attribute from 'Add Another Attribute'. Select 'Normal' from 'Output'.

11 63. Click on "Tickets" from the top menu bar. Select "Search". A dialog box should appear with options "Search Template", "Fulltext", "Add another attribute", "Output", "Run Search". 64. Click on 'Create New'. Enter the new template and click on 'Add'. Enter 'Fulltext'. Select another attribute from 'Add Another Attribute'. Select 'Normal' from 'Output'. Click on 'Run Search'. Search result should be listed. 65. Click on "Ticket" from the top menu bar. Select "Search" to run another search. Select previous template from the 'Search Template'. Enter 'Fulltext'. Select other attribute from 11

Enter 'Fulltext'. Select another attribute from 'Add Another Attribute". Select Print from the 'Output'. Click on 'Run Search'.

12 'Add Another Attribute'. Select CSV from the 'Output'. Click 'Run Search'. A excel sheet should be downloaded to see the search results. 66. Click on "Tickets" from the top menu bar. Select "Search" to run another search. Select previous template from the 'Search Template'. Enter 'Fulltext'. Select another attribute from 'Add Another Attribute". Select Print from the 'Output'. Click on 'Run Search'. A PDF formatted file should be downloaded for print the search result. 67. Click on "Logout". You should be successfully logged out of OTRS system. 12