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| - | __NOTOC__
| + | {{ Infobox Software |
| - | <!--leva kolona start -->
| + | | name = OTRS |
| - | <div class="bodymaincoks" style="float:left;">
| + | | logo = [[Image:Otrs_logo.jpg|OTRS Logo|150px]] |
| - | <div>
| + | | developer = [https://www.otrs.org Otrs.org] |
| | + | | latest_release_version = 2.2.4 |
| | + | | latest_release_date = [[November 7]] [[2007]] |
| | + | | operating_system = [[Cross-platform]] |
| | + | | genre = Issue tracking system |
| | + | | license = [[GPL]] |
| | + | | website = http://www.otrs.org/ |
| | + | }} |
| | | | |
| - | <!--opis programa start -->
| + | '''OTRS''', which is short for ''Open-source Ticket Request System'', is an [[open-source software|open-source]] and [[free software|free]] [[issue tracking system]] [[software]] package which a company, organisation or institution can use to assign tickets to incoming queries, thereby greatly facilitating the handling of support requests and other customer traffic. |
| - | [[image:Otrs_logo.jpg|center|200px|Typo3]]<br>
| + | |
| - | '''OTRS je odprtokodni kartični sistem (Open source Ticket Request System).''' | + | |
| | | | |
| - | Omogoča upravljanje klicev in e-mailov, integrirano odgovarjanje in upravljanje del s čakalnimi vrstami. Možnost vodenja več oddelkov (podpora, prodaja, itd.) | |
| | | | |
| - | Nadzorujete in dokumentirate lahko rešitve za vse telefonske klice in prejeta elektronska sporočila, kar vam omogoča celoten pregled nad opravljanjem rešitev ter hitrejšo realizacijo.
| + | == In general == |
| | | | |
| - | *administracijski vmesnik
| + | Like other Trouble Ticket Systems, OTRS does much more than only dealing with mail boxes: for every ticket there is a history, showing what happened to the ticket within its life cycle. OTRS has the ability to merge multiple requests about the same incident together, thus making it possible to work on an incident rather than on singular requests. OTRS is a multiuser system which means that multiple agents may work simultaneously on the tickets in OTRS, reading the incoming messages, bringing them in order, and answering them. OTRS is highly scalable, capable of handling thousands of tickets per day and a nearly unlimited number of simultaneously working agents. |
| - | *vmesnik za stranke
| + | |
| - | *avtomatski odgovori
| + | |
| - | *individualni dostopi do čakalnih vrst
| + | |
| - | *obveščanje o stanju kartic
| + | |
| - | * in še veliko več
| + | |
| | | | |
| | + | OTRS has integrated functionality for creating, reworking and searching [[FAQ]] texts. The FAQ texts may be incorporated into the agents' answers on tickets. |
| | | | |
| - | <div class="coksnovice">
| + | By using a multilingual web user interface OTRS is usable independently from the respective [[operating system]]s since it's operated from a [[web browser]]. Furthermore, this facilitates the usage of OTRS by external agents or even customers participating in working on or contributing to tickets. |
| | | | |
| - | <!--lokalna pomoč start -->
| + | OTRS establishes a framework of functions. For example, the incident handling system SIRIOS of [[Bundesamt für Sicherheit in der Informationstechnik|BSI]], Germany, is based on OTRS. |
| - | =='''LOKALNA POMOČ'''==
| + | |
| | | | |
| - | '''[https://www.agenda.si/poslovne-resitve/ecm-upravljanje-dokumentov-in-zapisov/alfresco-ecm.html Agenda d.o.o.]''' | |
| - | ---- | |
| - | [mailto:uredniki@coks.si Prijavite] ponudbo lokalne pomoči | |
| - | </div> | |
| - | </div> | |
| - | <!--lokalna pomoč end --> | |
| - | <div class="coksnovice"> | |
| | | | |
| - | ==RSS Novice== | |
| | | | |
| - | <rss>https://www.mail-archive.com/announce@otrs.org/maillist.xml|charset=UTF-8|short|max=5</rss> | |
| | | | |
| - | </div> | |
| - | | |
| - | <!--razlaga start --> | |
| - | <div class="uporabacoks"> | |
| - | | |
| - | == Kako uporabljam OTRS? == | |
| - | | |
| - | '''OTRS - navodila za administratorje''' - {{pdf|OTRS_navodila_admin.pdf|PDF}}, {{odt|OTRS_navodila_admin.odt|ODT}}, {{SCORM|Navodila_OTRS.zip|SCORM}} | |
| | ---- | | ---- |
| - | [mailto:uredniki@coks.si Prispevajte] svoje izkušnje o uporabi OK rešitve.
| + | This software is supported by ''COKS'' at [mailto:podpora@coks.si podpora@coks.si] |
| - | | + | |
| - | ==Študije primerov uporabe==
| + | |
| - | | + | |
| - | | + | |
| - | </div>
| + | |
| - | <!--razlaga end -->
| + | |
| - | </div>
| + | |
| - | <!--levo end-->
| + | |
| - | | + | |
| - | <div class="rightboxesout">
| + | |
| - | <!--desni meni start -->
| + | |
| - | | + | |
| - | <div class="coksboxsw">
| + | |
| - | {{infobox programi
| + | |
| - | | image = [[image:Otrs_logo.jpg|100px]]
| + | |
| - | | name = OTRS
| + | |
| - | | kropis = Kartični sistem za upravljanje s klici in e-maili
| + | |
| - | | izdaja = 2.2.4
| + | |
| - | | razvijalec = [https://www.otrs.org/ Otrs.org]
| + | |
| - | | os = Linux, Window OS, Mac OS, Solaris
| + | |
| - | | stack = [[php]]
| + | |
| - | | licenca = [[GPL]]
| + | |
| - | | spletnastran = [https://www.otrs.org www.otrs.org]
| + | |
| - | | lokalizacija = Da
| + | |
| - | }}
| + | |
| - | </div>
| + | |
| - | <div class="coksboxsw">
| + | |
| - | | + | |
| - | ==BREZPLAČNO SVETOVANJE==
| + | |
| - | E-pošta: [mailto:podpora@coks.si podpora@coks.si]
| + | |
| - | | + | |
| - | Forum: [https://forum.coks.si/viewforum.php?f=69 forum.coks.si]
| + | |
| - | | + | |
| - | Tel. 02 421 61 53
| + | |
| - | </div>
| + | |
| - | | + | |
| - | <div class="coksdownloads">
| + | |
| - | | + | |
| - | ==Download==
| + | |
| - | Zadnja stabilna različica: '''2.2.4'''
| + | |
| - | | + | |
| - | Datum izida: '''07.11.2007'''
| + | |
| - | ===Izvršne različice programa ===
| + | |
| - | * [https://otrs.org/download/ Prenesi OTRS]
| + | |
| - | </div>
| + | |
| - | <div class="coksdokumentacija">
| + | |
| - | | + | |
| - | ==Dokumentacija==
| + | |
| - | * [https://doc.otrs.org/2.2/en/html/ Osnovna stran dokumentacije (angleška)]
| + | |
| - | * '''OTRS - navodila za administratorje'''
| + | |
| - | {{pdf|OTRS_navodila_admin.pdf|PDF}}, {{odt|OTRS_navodila_admin.odt|ODT}}, {{SCORM|Navodila_OTRS.zip|SCORM}}
| + | |
| - | </div>
| + | |
| - | <div class="cokshelp">
| + | |
| - | | + | |
| - | ==Pomoč==
| + | |
| - | * [https://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&Subaction=Explorer Pogosta vprašanja OTRS (FAQ)]
| + | |
| - | </div>
| + | |
| - | <div class="cokslinks">
| + | |
| - | | + | |
| - | ==Hitre povezave==
| + | |
| - | * [https://otrs.org/feature/ Features list]
| + | |
| - | | + | |
| | | | |
| - | ===Povezave RSS=== | |
| - | * [https://www.mail-archive.com/announce@otrs.org/maillist.xml/ RSS novice OTRS] | |
| - | <!--desni meni end --> | |
| - | </div> | |
| | [[Category:A.9 Razno]] | | [[Category:A.9 Razno]] |
| - | [[Kategorija:Abecedni seznam programov]] | + | [[Category:Abecedni seznam programov]] |
| - | [[Kategorija:Upravljanje projektov]] | + | [[Category:Upravljanje projektov]] |
Like other Trouble Ticket Systems, OTRS does much more than only dealing with mail boxes: for every ticket there is a history, showing what happened to the ticket within its life cycle. OTRS has the ability to merge multiple requests about the same incident together, thus making it possible to work on an incident rather than on singular requests. OTRS is a multiuser system which means that multiple agents may work simultaneously on the tickets in OTRS, reading the incoming messages, bringing them in order, and answering them. OTRS is highly scalable, capable of handling thousands of tickets per day and a nearly unlimited number of simultaneously working agents.
By using a multilingual web user interface OTRS is usable independently from the respective operating systems since it's operated from a web browser. Furthermore, this facilitates the usage of OTRS by external agents or even customers participating in working on or contributing to tickets.
OTRS establishes a framework of functions. For example, the incident handling system SIRIOS of BSI, Germany, is based on OTRS.
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