Academy

Stay successful with
OTRS Training.

Our training programs keep you up-to-date so you can continue to use your OTRS System as efficiently as possible.

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Take a look at
OTRS Training Options

There are options to fit every need. Select from intro courses or intensive training programs.

OTRS Foundation Training

Duration: 1/2 Day

Description

All OTRS trainings are standardized and follow a consistent agenda. Each participant receives temporary access to a training system that can be used during the training. The availability of the system after the training varies between 1-2 weeks. No individual user manual or training of the customer’s system is included.

All participants of the Foundation Training will get an overview of the standard functionalities of the OTRS web interface and some background knowledge how it works. The main idea of that Training is to train Trainers which act as multiplicator. The external interface will be presented as well, that the Agent can show clients how to operate the external interface. The Training is designed to provide two time slots per day.

The first Training is starting at 08:00 am and stops at 12:30 pm (CET). The second training is starting at 02:00 pm and stops at 06:30 pm (CET). The language is DE in the morning and EN in the afternoon.

You still have some vouchers for the Transition Training left? They can be used for the Foundation Training, as well.

Price: 350 €/$ 350

A voucher for such training, allows participation in the morning or afternoon.

The Foundation Training is the first module of our training series. Those who have completed this can then attend the Administration Training.

Additional Information

  • This public Foundation Training is not designed as an individual end user training.
  • The content is always the same and focus on the usage of OTRS, without a customer specific training. Furthermore a the public training system will be used, which is available for 10 days for every attendee.
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Topics

  • Module: OTRS Agent Interface
    • OTRS Agent Interface
    • Login & 2FA
    • Navigation and Usage
    • Personalization
    • Personal Dashboard
  • Module: How to work as Agent with
    • Tickets
    • KBAs
    • Customers
    • Appointments
    • Configurations

Output

  • Login data to the Training-System
  • Slides which are used during the training
  • Certificate

OTRS Administration Training

Duration: 3 Days

Description

All OTRS trainings are standardized and follow a consistent agenda. Each participant receives temporary access to a training system that can be used during the training. The availability of the system after the training varies between 1-2 weeks. No individual user manual or training of the customer’s system is included.

The Administration Training teaches participants the basic know-how for the design of queue structures and permission concepts. How to customize the system, the statistics, as well as the CMDB and the most used feature add ons will be trained, too. The individual modules will be presented by the consultant and during the “working with OTRS” slots, attendees get a practical understanding of the functions. Every morning and every evening a “round table” is scheduled to talk about the past day, as well as the coming day.

The training is starting at 08:00 am and stops at 5:00 pm (CET).

Price: 1,950 €/$ 1,950

One voucher for such a training, is valid for one participant and allows participation in all 3 days.

The Administration Training requires the knowledge from the Foundation Training. It is not required to attend, but no topics from the Foundation Training are repeated in the Administration Training.

Additional Information

  • This public training takes place as an online meeting together with other customers and is therefore not designed as an individual end-user training.
  • The content is always the same and focus on the usage of OTRS, without a customer specific training.
  • Furthermore, a training system will be used, which is available for 1-2 weeks for every attendee.
Read more

Topics

  • Module: Interface Design
    • Agent: Style
    • External: Layout
    • External: Home Page
    • External: Service Catalogue
    • External: Custom Pages
  • Module: Ticket Settings
    • States
    • Priorities
    • Queues
    • Types
    • Templates
  • Module: Permission Management
    • Agents and Customer User
    • Roles & Groups
    • Queues / Classes / Calendar / Categories
  • Module: Communication & Notifications
    • Email Communication
    • Postmaster Filter
    • Ticket & Appointment Notifications
  • Module: Reporting & SLA Management
    • Services & SLAs
    • Statistics & Reports
  • Module: Administration
    • System Configuration
    • System Log
    • Communication Log
  • Module: Customization Part I
    • Dynamicfield Types
    • Config Item Classes
    • General Catalogue
  • Module: Customization Part II
    • ACLs
    • Generic Agents
  • Module: Processes Part I
    • Activity
    • User Task Activity dialogue
    • Sequence flows
    • Sequence flow actions
  • Module: Processes Part II
    • Presentation of process example in BPMN
    • Setting up required attributes and definitions
  • Module: Processes Part III
    • Explanation of the process
    • Creation of process in OTRS
  • Module: Processes Part IV
    • Script Activities (Push & Pull)

Output

  • Login data to the training system
  • Slides which are used during the training
  • Certificate

Training Schedule
2022-2023

Training
Date
Location
Language
Status

TrainingFoundation Training

Foundation TrainingOTRS
DateJan 23
14:00 - 18:30 pm EST
Foundation TrainingOTRSLocationRemote
LanguageEN
Status Sign Up

TrainingFoundation Training

Foundation TrainingOTRS
DateJan 23
08:00 - 12:30 pm CET
Foundation TrainingOTRSLocationRemote
LanguageDE
Status Sign Up

TrainingAdministrator Training

Administrator TrainingOTRS
DateJan 24 - Jan 26
Administrator TrainingOTRSLocationRemote
LanguageDE
Status Sign Up

TrainingFoundation Training

Foundation TrainingOTRS
DateFeb 13
14:00 - 18:30 pm EST
Foundation TrainingOTRSLocationRemote
LanguageEN
Status Sign Up

TrainingFoundation Training

Foundation TrainingOTRS
DateFeb 13
08:00 - 12:30 pm CET
Foundation TrainingOTRSLocationRemote
LanguageDE
Status Sign Up

TrainingAdministrator Training

Administrator TrainingOTRS
DateFeb 14 - Feb 16
Administrator TrainingOTRSLocationRemote
LanguageEN
Status Sign Up

TrainingFoundation Training

Foundation TrainingOTRS
DateMar 13
14:00 - 18:30 pm EST
Foundation TrainingOTRSLocationRemote
LanguageEN
Status Sign Up

TrainingFoundation Training

Foundation TrainingOTRS
DateMar 13
08:00 - 12:30 pm CET
Foundation TrainingOTRSLocationRemote
LanguageDE
Status Sign Up

TrainingAdministrator Training

Administrator TrainingOTRS
DateMar 14 - Mar 16
Administrator TrainingOTRSLocationRemote
LanguageDE
Status Sign Up

TrainingFoundation Training

Foundation TrainingOTRS
DateApr 24
14:00 - 18:30 pm EST
Foundation TrainingOTRSLocationRemote
LanguageEN
Status Sign Up

TrainingFoundation Training

Foundation TrainingOTRS
DateApr 24
08:00 - 12:30 pm CET
Foundation TrainingOTRSLocationRemote
LanguageDE
Status Sign Up

TrainingAdministrator Training

Administrator TrainingOTRS
DateApr 25 - Apr 27
Administrator TrainingOTRSLocationRemote
LanguageDE
Status Sign Up

TrainingFoundation Training

Foundation TrainingOTRS
DateMay 22
14:00 - 18:30 pm EST
Foundation TrainingOTRSLocationRemote
LanguageEN
Status Sign Up

TrainingFoundation Training

Foundation TrainingOTRS
DateMay 22
08:00 - 12:30 pm CET
Foundation TrainingOTRSLocationRemote
LanguageDE
Status Sign Up

TrainingAdministrator Training

Administrator TrainingOTRS
DateMay 23 - May 25
Administrator TrainingOTRSLocationRemote
LanguageDE
Status Sign Up

TrainingFoundation Training

Foundation TrainingOTRS
DateJun 12
14:00 - 18:30 pm EST
Foundation TrainingOTRSLocationRemote
LanguageEN
Status Sign Up

TrainingFoundation Training

Foundation TrainingOTRS
DateJun 12
08:00 - 12:30 pm CET
Foundation TrainingOTRSLocationRemote
LanguageDE
Status Sign Up

TrainingAdministrator Training

Administrator TrainingOTRS
DateJun 13 - Jun 15
Administrator TrainingOTRSLocationRemote
LanguageDE
Status Sign Up

TrainingFoundation Training

Foundation TrainingOTRS
DateJul 10
14:00 - 18:30 pm EST
Foundation TrainingOTRSLocationRemote
LanguageEN
Status Sign Up

TrainingFoundation Training

Foundation TrainingOTRS
DateJul 10
08:00 - 12:30 pm CET
Foundation TrainingOTRSLocationRemote
LanguageDE
Status Sign Up

TrainingAdministrator Training

Administrator TrainingOTRS
DateJul 11 - Jul 13
Administrator TrainingOTRSLocationRemote
LanguageDE
Status Sign Up

TrainingFoundation Training

Foundation TrainingOTRS
DateSep 18
14:00 - 18:30 pm EST
Foundation TrainingOTRSLocationRemote
LanguageEN
Status Sign Up

TrainingFoundation Training

Foundation TrainingOTRS
DateSep 18
08:00 - 12:30 pm CET
Foundation TrainingOTRSLocationRemote
LanguageDE
Status Sign Up

TrainingAdministrator Training

Administrator TrainingOTRS
DateSep 19 - Sep 21
Administrator TrainingOTRSLocationRemote
LanguageDE
Status Sign Up

TrainingFoundation Training

Foundation TrainingOTRS
DateOct 09
14:00 - 18:30 pm EST
Foundation TrainingOTRSLocationRemote
LanguageEN
Status Sign Up

TrainingFoundation Training

Foundation TrainingOTRS
DateOct 09 - 12:30 CET
Foundation TrainingOTRSLocationRemote
LanguageDE
Status Sign Up

TrainingAdministrator Training

Administrator TrainingOTRS
DateOct 10 - Oct 12
Administrator TrainingOTRSLocationRemote
LanguageDE
Status Sign Up

TrainingFoundation Training

Foundation TrainingOTRS
DateNov 13
14:00 - 18:30 pm EST
Foundation TrainingOTRSLocationRemote
LanguageEN
Status Sign Up

TrainingFoundation Training

Foundation TrainingOTRS
DateNov 13
08:00 - 12:30 pm CET
Foundation TrainingOTRSLocationRemote
LanguageDE
Status Sign Up

TrainingAdministrator Training

Administrator TrainingOTRS
DateNov 14 - Nov 16
Administrator TrainingOTRSLocationRemote
LanguageDE
Status Sign Up

TrainingFoundation Training

Foundation TrainingOTRS
DateDec 11
14:00 - 18:30 pm EST
Foundation TrainingOTRSLocationRemote
LanguageEN
Status Sign Up

TrainingFoundation Training

Foundation TrainingOTRS
DateDec 11
08:00 - 12:30 pm CET
Foundation TrainingOTRSLocationRemote
LanguageDE
Status Sign Up

TrainingAdministrator Training

Administrator TrainingOTRS
DateDec 12 - Dec 14
Administrator TrainingOTRSLocationRemote
LanguageDE
Status Sign Up