Migration from OTRS Ticket System to the TeamWox Business Management Software

Installing the system with its 4 base modules takes about 7 minutes (compare with the installation of TeamWox which takes about 5 minutes with its 20 basic modules). During installation, an administrator account is created and mail is configured. Part of the installation runs in a web-interface.

Ultimately the OTRS server takes about 850 MB of a hard disk. This is connected with the necessity to install the Apache server, CRON task system, MySQL database management system, Strawberry perl for Perl applications and finally OTRS.

Taking into account the number of used third-party solutions, it requires hiring a specialist to maintain the system. In this regard, the system maintenance costs increase.

In contrast to OTRS, the TeamWox system does not require third-party solutions. It is installed in 5 minutes, and further support of the system is implemented in the form of internal monitoring tools.

• John Smith will be responsible for solving the problems described in requests;
  
• Julia Simple will handle incoming requests and appoint responsible specialists to work with them. Naturally, a user must be included in the technical support department.

In OTRS, Julia Simple must be associated with the role of Technical Support:

In the TeamWox groupware system, a users should be linked with the Technical Support department:

The main task of the request registration and processing system is to improve the quality of technical support services. Therefore, to control work with specific clients, the system use an electronic client book.

In OTRS it is implemented in the Customers section:

In TeamWox all information about clients is stored in the Organizations section:

In addition, in TeamWox there you can access the history of applications all requests associated with a certain client:

The TeamWox groupware includes special function fro importing customers to ensure rapid migration without a significant loss of time.

To transfer your customer base, you need to execute the SQL query from a Web-based interface in the OTRS administration and save the result as a CSV file:

The OTRS system will generate a file admin_select.csv. This file must be specified as a source to import a list of organizations in TeamWox:

Registration and Processing of Requests

A request undergoes several stages:

1. Receiving a request;
2. Defining users to work with the request (responsible users);
3. Discussion and solution of a client's problem;
4. Completion of work with a request (changing its status to completed).

A request may arrive to the system in different ways. Let us consider these ways of request receiving in the two systems.

In OTRS, a request is received in the following ways:

1. By transforming an email to a request: all incoming emails can be automatically linked to a group of incoming requests.
   
2. Creating a request manually (based on an email or a phone call).

In TeamWox, requests are received in the following ways:

1. From a company's website, using the Web integration;
2. By linking an email to a new request;
3. By linking a task to a new request;
4. Creating a request manually.

The TeamWox groupware offers more opportunities based on the expanded list of functions and interaction of requests with other collaboration tools. Moreover, in TeamWox requests can be used to organize the internal work in a company, without reference to the clients.

This allows you to easily move to the TeamWox system, and obtain even more opportunities to offer better technical support to your customers.

To determine a list of responsible employees, in OTRS you should use group setting and configuration of roles. This is due to the fact that OTRS is focused strictly on the technical support services.