Chapter 4. First steps in OTRS::ITSM

The first thing that you might notice is that OTRS::ITSM completely uses the agent and customer interfaces (customer frontend) implemented in OTRS. If OTRS has been used before, all features and steps such as login, queue configuration, user preferences, filters, rules, user permissions, etc. can continue to be used without any modifications.

The manual at hand will therefore only discuss differences between OTRS and new aspects of OTRS::ITSM, while paying particular attention to the following:

Detailed information on the settings and proceedings that are identical in both OTRS and OTRS::ITSM are provided at in the OTRS Admin Manual, which is continuously being revised.

Figure 4.1. Admin-Manual