Agenten-Weboberfläche - ein Überblick

Upon successfully logging into the system, you are presented with the Dashboard page (see Figure below). The Dashboard is completely customizable. It shows your locked tickets, allows direct access through menus to the queue, status and escalation views, and also holds options for creation of new phone and e-mail tickets. It also presents a quick summary of the tickets which are pending, escalated, new, and open.

Abb.: Dashboard der Agenten-Weboberfläche.

To improve clarity, the general web interface is separated into different areas. The top row of each page shows some general information such the current username, the logout button, icons listing the number of locked tickets with direct access to them, links to create a new phone/e-mail ticket, etc. There are also icons to go to the queue, status, and escalation views.

Below the icons row is the navigation bar. It shows a menu that enables you to navigate to different areas or modules of the system, lettng you execute some global actions. Clicking on the Dashboard button takes you to the dashboard which is the default start page after login. If you click on the Tickets button, you will get a submenu with options to change the ticket's view, create a new ticket (phone/e-mail) or search for a specific ticket. The Statistics button presents a menu that allows you to choose from an overview of the registered statistics, creating a new one or importing an existing one. The Customers button leads you to the Customer Managment screen. By clicking the Admin button, you can access all of the administrator modules, which allows you to create new agents, queues, etc. There is also a Search button to make ticket searches.

Wenn Zusatzmodule installiert werden, dann können diese weitere Menüpunkte zur Navigation hinzufügen.

Die rote Leiste unterhalb des Navigationsbereiches zeigt verschiedene Systemnachrichten an. Wenn Sie als OTRS-Administrator-Benutzer angemeldet sind, erhalten Sie hier den Hinweis, dass Sie mit diesem Benutzer nicht regulär arbeiten sollten.

Below the title of the section you are currently in, there are several subsections, each in a separate box. These boxes can be relocated within the same column by clicking on and dragging the box header, and dropping them elsewhere.

In the left column, you can see information on some tickets clasified as - reminder, escalated, new, and open. In each of the categories, you are also able to see all of the tickets that you are allowed to access, how many tickets you have locked, and how many are located in "My Queues". "My Queues" are queues that you identify in your user configuration account preferences as those you have a special interest in tracking.

In the right column is the Settings button. Click on it to expand the section and see the various settings, as shown in Figure. You can then check or uncheck the individual settings options and save your changes. This section is fixed, so you can not drag and drop it.

Abb.: Dashboard-Einstellungen.

Below the settings area, you can see a section with a graph of ticket activity over the past 7 days. Further below is a section displaying Upcoming Events and OTRS News.

Im unteren Bildschirmbereich sehen sie die Fußzeile. Sie enthält u. A. Links auf die offizielle OTRS-Website und zum Seitenanfang.

Abb.: Fußzeile.