====== Introduction ======

OTRS, an initialism for **O**pen-source **T**icket **R**equest **S**ystem, is a free and open-source trouble ticket system software package used by Ogangi to attend customers requests.

====== Tickets ======
===== Creating a new ticket =====

**To start using the tool:**

1. **Log in** using the https://otrs.ogangi.com/otrs/customer.pl URL. Once we are in the login page, we have to type the credentials provided by our Support team:

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2. **The welcome page:** If it is the first time that you visit this site, you will find a welcome message and a button to create your first ticket:

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3. //Click// on the **create you first ticket** button, to get access to the new ticket form:

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**Type:** There are four types of tickets: 
  * **Incident:** No service disruption.
  * **Incident Major:** Service not available for some users.
  * **Problem:** Serious service disruption.
  * **Service Request:** General question or new requirement.

**Service:** Select the appropriate service by clicking on the service name.

|  Click on the **category**, if required, to unfold  |  Select the service  |
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**SLA:** **S**ervice **L**evel **A**greement. Is a part of a standardized service contract where a service is formally defined. For now, it will remain blank.

**Subject:** Type a subject associated to nature of the request/issue.

**Text:** Detailed description of the issue, including the steps required to reproduce it. The following information is expected tickets related to SMS messaging:

  * Error message.
  * Associated user accounts.
  * Web application URL.
  * Shortcode(s), Longcode or Alpha tag.

**Attachment:** Upload an image to help us to understand the problem.

**Priority:** Priority of the ticket if you want to, but this will depend on the type of ticket selected:
  * 1 Very low
  * 2 Low
  * 3 Normal
  * 4 High
  * 5 Very high

**Submit:** Sends the form and creates the ticket.

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To create another ticket, //Click// on the **Tickets** option located in the upper left corner of the screen, and select **New Ticket**:

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===== Checking ticket status =====

By default OTRS shows three categories of tickets: Open, Closed and All:

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These categories are available on the two main views: **My Tickets** and **Company Tickets**.

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After clicking on any of the categories the list of corresponding tickets will be presented.
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Click on any ticket to open the detailed ticket view:
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===== Replying tickets =====

Once a ticket has been opened, you will be able to add information or request an update. In order to do this //click// on the **Reply** button, located in the lower left corner of the screen. On each update, you can attach files to provide complementary information:

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===== Closing tickets =====

Tickets are closed by Ogangi Support Team once the customer has confirmed that the issue has been solved or if the customer has not updated after a prudent lapse of time. When the ticket gets closed, OTRS will send an email notification.

Closed tickets will be moved to the **Closed** tab.

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===== Search =====

**Searching tickets:** Provides several filters to find a specific ticket:

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===== FAQ =====


**FAQs:** (**F**recuently **A**sked **Q**uestions) are listed questions and answers, all supposed to be commonly asked in some context, and pertaining to a particular topic. There are no FAQs configured for now.

  * **FAQ Explorer:** in this section, you will be able to find and visualize all the FAQs configured.
  * **Search:** several filters to find a specific FAQ:

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====== Preferences ======

The **Preferences** section, on the upper right corner of the menu, will allow you to customize some aspects of the Web Interface:
  * **Language**.
  * **Tickets per page**: Number of tickets displayed on the search and browse interfaces.
  * **Refresh interval**: Number of minutes between auto-refresh on the browse interfaces.

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