OTRS implementation or modification request
Fill in the request number. You can find it in the header of email with the link for this web-page.
Contact info
Company name *
Establishment operations
Company address *
Name *
Position *
Working email *
Phone number *
Other contact methods
Preferred contact method *
Phone call
Email
Telegram
WhatsApp
Skype
Slack
Current state
Choose current ticket system
ITSM365
Naumen Service Desk
HP Service Management
Okdesk
Freshdesk
Zendesk
OTRS
Jira
Other
We don’t use anything
Current software version
Choose the processes you already have
Incident Management (IM)
Relevant documentation
Metrics only
Both relevant documentation and metrics
No documentation or it’s not relevant
Problem Management (PM)
Relevant documentation
Metrics only
Both relevant documentation and metrics
No documentation or it’s not relevant
Request Fulfillment (RF)
Relevant documentation
Metrics only
Both relevant documentation and metrics
No documentation or it’s not relevant
Event Management (EM)
Relevant documentation
Metrics only
Both relevant documentation and metrics
No documentation or it’s not relevant
Change Management (ChM)
Relevant documentation
Metrics only
Both relevant documentation and metrics
No documentation or it’s not relevant
Service Asset and Configuration Management (SACM)
Relevant documentation
Metrics only
Both relevant documentation and metrics
No documentation or it’s not relevant
Knowledge Management (KM)
Relevant documentation
Metrics only
Both relevant documentation and metrics
No documentation or it’s not relevant
Service Catalogue Management (SCM)
Relevant documentation
Metrics only
Both relevant documentation and metrics
No documentation or it’s not relevant
Service Level Management (SLM)
Relevant documentation
Metrics only
Both relevant documentation and metrics
No documentation or it’s not relevant
Are the requesters experts in ITIL / ITIL certified?
Yes
No
Comment
ITIL service processes requirements
Choose the processes you need to implement or improve
Incident Management (IM)
Problem Management (PM)
Request Fulfillment (RF)
Event Management (EM)
Change Management (ChM)
Service Asset and Configuration Management (SACM)
Knowledge Management (KM)
Service Catalogue Management (SCM)
Service Level Management (SLM)
Comment
The reason for the new system implementation
Number of tickets per month (expected)
0
100000
Average attaches size (MB per 1 message)
0.5
50
Number of internal users
0
20000
Number of external users
0
1000000
Number of agents (employees)
0
1000
IT infrastructure requirements
Agents authorization through MS AD
Agents data holding in MS AD
Customers authorization through MS AD
Customers data holding in MS AD
SSO for agents (pass-through authorization)
SSO for customers (pass-through authorization)
Comment for infrastructure
Preferred OS
CentOS
RedHat
OracleLinux
Doesn’t matter
I don’t understand the question
Other
Comment for OS
CMDB software
CMDB software
MySQL
PostgreSQL
Oracle
Doesn’t matter
I don’t understand the question
Other
Комментарий по СУБД
Integration with other systems
External systems ITSM / Help Desk
Email software
Telephony
Monitoring system
Inventory system
CRM
Corporate website
Telegram
Slack
RocketChat
Comment for integrations
Additional comment
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