Chemnitz, 13.07.2015 – Often, one problem within the IT can affects many end users, which report their problems to the helpdesk. Often the helpdesk gets many similar trouble reports, even if the cause is already reported by a monitoring system (example: breakdown of a server or a router) and is documented as a ticket already automatically. Through the guidelines of ITIL within the incident management, every reported trouble should be answered. Therefore, all end users should be keep up to date within the trouble shooting and get the final notification when the problem gets solved.

The amount of single trouble reports reported by the end users create new tickets in the helpdesk. These tickets reduce the transparency of the ticket views. Instead of processing every trouble report, a new, coordination ticket will be opened for processing of the mass incident. Processing of one coordination ticket is easier and more transparent and it allows to recognize faster when further IT services are affected by the problem.

The coordination ticket gets a special position in the search and ticket lists. It–s also visible during creation of a new ticket for a better and quicker linking of relevant tickets. It–s also possible to change an already existing ticket into the coordination ticket, if needed.

The coordination ticket transfers automatically all outgoing actions to the single, linked tickets (trouble reports of the end users). Therefore, helpdesk can assure a consistent ticket processing and equal documentation within all linked tickets. Additionally, all linked tickets will be proceeded and all end users get their answer.

The module KIX-Widespread-Incident can be used combined with the biggest community module for OTRS worldwide – KIX4OTRS, which is a development of capeIT. The first version of the KIX-Widespread-Incident has been introduced for OTRS 3.3 within the CeBIT in Hannover (March 2015). Now, the module is available also for OTRS 4. In the meanwhile, capeIT customers use the module successfully. The professional support & service for the entire OTRS environment can be commissioned additionally.

  helpdesk, incident-management, itil, kix4otrs, open-source, open-source-software, otrs, otrs-module, servicedesk, widespread-incident