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<!DOCTYPE chapter PUBLIC "-//OASIS//DTD DocBook XML V4.4//EN"
  "http://www.oasis-open.org/docbook/xml/4.4/docbookx.dtd">

<chapter id="first-steps">
<title>Первые шаги</title>

<abstract>
<para>
The goal of this chapter is to provide a brief overview of OTRS and the
structure of its web interface. The terms 'agents', 'customers', and
'administrators' are introduced. We also login as the OTRS admininstrator
and take a closer look at the user preferences available on every account.
</para>
</abstract>

<section id="agent-interface">
<title>Веб-интерфейс для агентов</title>

<para>
Агентский веб-интерфейс позволяет агентам отвечать на вопросы клиентов,
создавать новые заявки для клиентов и агентов, создавать заявки на основе
телефонных звонков клиентов, писать и редактировать записи FAQ-модуля,
редактировать данные клиентов и так далее.
</para>

<para>
Предположим, что OTRS доступен по ссылке <ulink
url="http://www.example.com/"> <citetitle>http://www.example.com</citetitle>
</ulink>, таким образом, агенты и OTRS-администраторы могут войти в OTRS
набрав в строке браузера следующий URL-адрес: <ulink
url="http://www.example.com/otrs/index.pl">
<citetitle>http://www.example.com/otrs/index.pl</citetitle> </ulink> (см.
Рисунок ниже).
</para>

<para>
<screenshot>
<screeninfo>index.pl - Экран для входа Агентов.</screeninfo> <graphic srccredit="index.pl -
screenshot" scale="40" fileref="screenshots/login.png"></graphic></screenshot>
</para>

<para>
<emphasis>Рисунок: Агентский интерфейс, экран входа.</emphasis>
</para>

</section>

<section id="customer-interface">
<title>Пользовательский веб-интерфейс</title>

<para>
Customers have a separate web interface in OTRS through which they can
create new accounts, change their account settings, create and edit tickets,
get an overview on tickets that they have created, etc.
</para>

<para>
Continuing the above example, the customer login screen can be reached by
using the URL <ulink url="http://www.example.com/otrs/customer.pl">
<citetitle>http://www.example.com/otrs/customer.pl</citetitle> </ulink> with
a web browser (see Figure below).
</para>

<para>
<screenshot>
<screeninfo>customer.pl - Пользовательский веб-интерфейс</screeninfo> <graphic srccredit="customer.pl -
screenshot" scale="40" fileref="screenshots/customer-login.png"></graphic></screenshot>
</para>

<para>
<emphasis>Рисунок: Пользовательский веб-интерфейс, страница
входа.</emphasis>
</para>

</section>

<section id="public-interface">
<title>Общедоступный веб-интерфейс</title>

<para>
In addition to the web interfaces for agents and customers, OTRS also has a
public web interface which is available through the FAQ-Module. This module
needs to be installed separately. It provides public access to the FAQ
system and lets visitors search through FAQ entries without any special
authorization.
</para>

<para>
In our example, the public web interface can be reached via either of the
following URLs: <ulink url="http://www.example.com/otrs/faq.pl">
<citetitle>http://www.example.com/otrs/faq.pl</citetitle> </ulink> , <ulink
url="http://www.example.com/otrs/public.pl">
<citetitle>http://www.example.com/otrs/public.pl</citetitle> </ulink>
</para>

<para>
<screenshot>
<screeninfo>public.pl - Общедоступный веб-интерфейс</screeninfo> <graphic srccredit="public.pl -
screenshot" scale="40" fileref="screenshots/public-interface.png"></graphic></screenshot>
</para>

<para>
<emphasis>Рисунок: Общий веб-интерфейс.</emphasis>
</para>

</section>

<section id="first-login">
<title>Первое применение</title>

<para>
Access the login screen as described in the section <link
linkend="agent-interface">Agent web interface </link>. Enter a user name and
password. Since the system has just been installed and no users have yet
been created, login as OTRS administrator first, using 'root@localhost' for
username and 'root' for password.
</para>

<warning>
<para>
Данные доступа этого аккаунта действительны для каждой копии
новоустановленной системы OTRS. Именно по этой причине пароль
OTRS-администратора необходимо изменить как можно быстрее. Это можно сделать
после входа в систему с правами администратора перейдя по ссылке <link
linkend="user-preferences">preferences</link>.
</para>
</warning>

<para>
Если не хотите входить в систему с правами OTRS-администратора, просто
введите имя и пароль своего обычного агентского аккаунта.
</para>

<para>
In case you have forgotten your password, you can request the system for a
new password. Simply press the link below the Login button, enter the mail
address that is registered for your OTRS account into the input field, and
press the Submit button (see Figure).
</para>

<para>
<screenshot>
<screeninfo>login.pl - Забыли пароль?</screeninfo> <graphic srccredit="login.pl -
screenshot" scale="40"
fileref="screenshots/request-new-password.png"></graphic></screenshot>
</para>

<para>
<emphasis>Рисунок: Запрос на восстановление пароля.</emphasis>
</para>

</section>

<section id="gui-overview">
<title>Веб-интерфейс - обзор</title>

<para>
Upon successfully logging into the system, you are presented with the
Dashboard page (see Figure below). It shows your locked tickets, allows
direct access through menus to the queue, status and escalation views, and
also holds options for creation of new phone and e-mail tickets. It also
presents a quick summary of the tickets using different criteria.
</para>

<para>
<screenshot>
<screeninfo>Страница, которая отображается после входа в систему</screeninfo> <graphic srccredit="First screen -
screenshot" scale="40" fileref="screenshots/first-screen.png"></graphic></screenshot>
</para>

<para>
<emphasis>Рисунок: Панель управления веб-интерфейса агентов </emphasis>
</para>

<para>
To improve clarity, the general web interface is separated into different
areas. The top row of each page shows some general information such the
current username, the logout button, icons listing the number of locked
tickets with direct access to them, links to create a new phone/e-mail
ticket, etc. There are also icons to go to the queue, status, and escalation
views.
</para>

<para>
Below the icons row is the navigation bar. It shows a menu that enables you
to navigate to different areas or modules of the system, letting you execute
some global actions. Clicking on the Dashboard button takes you to the
dashboard. If you click on the Tickets button, you will get a submenu with
options to change the ticket's view, create a new ticket (phone/e-mail) or
search for a specific ticket. The Statistics button presents a menu that
allows you to choose from an overview of the registered statistics, creating
a new one or importing an existing one. The Customers button leads you to
the Customer Management screen. By clicking the Admin button, you can access
all of the administrator modules, which allows you to create new agents,
queues, etc. There is also a Search button to make ticket searches.
</para>

<para>
If any associated applications are also installed, e.g. the FAQ or the
Survey, buttons to reach these applications are also displayed.
</para>

<para>
Красная полоса, которая находится под панелью навигации предназначена для
отображения различных системных сообщений. Если войти в систему с правами
OTRS-администратора, будет выведено сообщение о том, что в системе не
следует работать с правами администратора.
</para>

<para>
Below the title of the section you are currently in, there are several
subsections containing relevant information about the screen you are working
on, each one in a separate box.
</para>

<para>
These boxes contains the main part of each screen, usually they are
displayed in one or several columns, each box can store relevant information
about the current screen like for example instructions, advises, overviews,
etc. Also is displayed the form or tool necessary for performing the action
associated to each screen, like for example, add, update or delete records,
check the log, change configuration settings, etc.
</para>

<para>
Finally at the bottom of the page, the site footer is displayed (see Figure
below). It contains links to directly access the OTRS official web site, or
go to the Top of the page.
</para>

<para>
Normally the icon row, navigation bar and footer are the same in all the
screens over the web interface.
</para>

<para>
<screenshot>
<screeninfo>Нижний колонтитул</screeninfo> <graphic srccredit="Footer"
scale="40" fileref="screenshots/footer.png"></graphic></screenshot>
</para>

<para>
<emphasis>Рисунок: Нижний колонтитул.</emphasis>
</para>

</section>

<section id="the-dashboard">
<title>The Dashboard</title>

<para>
    The Dashboard is the main page of the system, here you can get an overview
about the tickets and other stuff related to the ticket activity. It's
thinking to be the starting point for the daily work of an agent, by default
it presents a quick summary of the tickets which are pending, escalated,
new, and open, among other information.
</para>

<para>
    One of the most important features about Dashboard is that is completely
customizable. That means you that can configure each part as you want,
showing or hiding elements. It's even possible to relocate this elements
within the same column by clicking on and dragging the element's header, and
dropping them elsewhere. Each element is named "Widget", the system has some
widgets ready to use out of the box, but the modular design of the dashboard
screen is prepared to integrate custom widgets easily.
</para>

<para>
    The content of this screen is arranged in two main columns, on the left
column you normally can see information about tickets classified by their
states like: reminder, escalated, new, and open. On each of this widgets you
can filter the results to see all of the tickets that you are allowed to
access, tickets you have locked, the ones that are located in agent defiend
queues, among other filters. There are also other kind of widgets in this
column and they are all described below.
</para>

<para>
    <screenshot>
<screeninfo>Dashboard widgets</screeninfo> <graphic srccredit="Dashboard
widgets" scale="40"
fileref="screenshots/dashboard-left-column-widgets.png"></graphic></screenshot>
</para>

<para>
    Left column dashboard widgets.
</para>
<itemizedlist mark="round">
    <listitem>
        <para>Ticket List Widgets</para>
        <para>
            Widgets under this category share same overall behavior, look and feel. This
widgets shows a list of tickets on a determined state. the amount of tickets
display on each list page can be configured in widget options (they appear
when you hover the mouse pointer over the top right part of the
widget). This widgets support the following filters:
        </para>
        <itemizedlist mark="round">
            <listitem>
                <para>My locked tickets</para>
                <para>The tickets that the logged agent has locked.</para>
            </listitem>
            <listitem>
                <para>My watched tickets</para>
                <para>
                    The tickets that the logged agent has in his/her watched list, requires
Ticket::Watcher setting to be turned on to be displayed.
                </para>
            </listitem>
            <listitem>
                <para>My responsibilities</para>
                <para>
                    The tickets that the logged agent is set as responsible, Ticket::Responsible
setting is required to be turned on in order to make this filter visible.
                </para>
            </listitem>
            <listitem>
                <para>Tickets in My Queues</para>
                <para>
                    The tickets that are on queues where the agent define as "My Queues".
                </para>
            </listitem>
            <listitem>
                <para>All Tickets</para>
                <para>
                    All the tickets where the agent has access.
                </para>
            </listitem>
        </itemizedlist>
        <para>This widgets are:</para>
        <itemizedlist mark="round">
            <listitem>
                <para>Reminder Tickets</para>
                <para>Tickets that are set as pending and the reminder date has been reach.</para>
            </listitem>
            <listitem>
                <para>Escalated Tickets</para>
                <para>Tickets that are escalated.</para>
            </listitem>
            <listitem>
                <para>New Tickets</para>
                <para>Tickets that have state "New".</para>
            </listitem>
            <listitem>
                <para> Open Tickets / Need to be answered</para>
                <para>Tickets that have state "Open" and are ready for work with them.</para>
            </listitem>
        </itemizedlist>
    </listitem>
    <listitem>
        <para>Events Ticket Calendar</para>
        <para>
            A calendar event (for this widget) is defined when a new ticket is created,
the Events Ticket Calendar feature has to be enabled, and it requires two
new fields to be displayed in ticket creation screens, one for the event
start time and the other one for the end time, this times determine the
duration of the event.
        </para>
        <para>
            This widget includes the following views: month, week and day, agents can
scroll thru the pages by using the right and left arrows.
        </para>
        <para>
            As mentioned before just enabling the widget is not enough, a couple of
"Date/Time" dynamic fields for tickets should be added into the system (via
Dynamic Fields link in "Admin" panel) and set them up in the SysConfig for
this widget, both Dynamic Fields should be configured to be displayed on the
ticket creation screens, they should be filled during ticket creation or any
other ticket action screen (e.g. Free Fields) to describe the time frame for
the calendar event (start and end time), the ticket zoom screen might be
configured to show this dynamic fields also, in case you consider it
necessary.
        </para>
        <para>
            <screenshot>
<screeninfo>Events Ticket Calendar widget</screeninfo> <graphic srccredit="Footer"
scale="40" fileref="screenshots/events-ticket-calendar.png"></graphic></screenshot>
        </para>
        <para>
            Further configurations for this widget could be found under the
"Frontend::Agent::Dashboard::EventsTicketCalendar" SubGroup in the
SysConfig:
        </para>
        <itemizedlist mark="round">
            <listitem>
                <para>CalendarWidth</para>
                <para>Defines the calendar width in percent. Default is 95%.</para>
            </listitem>
            <listitem>
                <para>DynamicFieldStartTime</para>
                <para>Defines dynamic field name for start time.</para>
            </listitem>
            <listitem>
                <para>DynamicFieldEndTime</para>
                <para>Defines dynamic field name for end time.</para>
            </listitem>
            <listitem>
                <para>Очереди</para>
                <para>
                    Only the tickets on the queues specified in this setting will be considered
in the calendar view.
                </para>
            </listitem>
            <listitem>
                <para>DynamicFieldsForEvents</para>
                <para>
                    Defines the dynamic fields that will be displayed in the calendar event
overlay windows.
                </para>
            </listitem>
            <listitem>
                <para>TicketFieldsForEvents</para>
                <para>
                    Defines the ticket attributes that will be displayed in the calendar event
overlay windows.
                </para>
            </listitem>
        </itemizedlist>
    </listitem>
    <listitem>
        <para>Ticket Queue Overview</para>
        <para>
            This widget shows in a ticket count matrix where the rows represents queues
and the columns represents the ticket states, then on each cell the number
of tickets on a defined state that belongs on a particular queue is
displayed.
        </para>
        <para>
            The widget also shows a Totals row and a Totals column, the Totals row shows
the sum of the tickets for each state on all presented queues, while the
Totals column represent the sum of the tickets for each queue on all
presented states.
        </para>
        <para>
            The queues and states that are presented can be changed via Sysconfig.
        </para>
        <para>
            By clicking any of the ticket count numbers a ticket search results page
will opened letting agents to have a more detailed overview of them.
        </para>
    </listitem>
</itemizedlist>
<para>
    In the right column is located an special widget that allow you to control
the widgets you want to show or hide, This is the Settings widget. Click on
it's header to expand the section and see all available widgets, as shown in
Figure. Each widget name has a checkbox, Use this checkboxes to define the
visibility of the widgets in the dashboard (unchecked widgets will not be
shown) after you define the visibility options and click on 'Save' for
storing your changes.  This section is fixed on the screen, this means you
can't drag and drop it, or close it.
</para>

<para>
    <screenshot>
<screeninfo>Изменение настроек Панели Управления</screeninfo> <graphic srccredit="Dashboard
settings" scale="40" fileref="screenshots/edit-settings.png"></graphic></screenshot>
</para>

<para>
    <emphasis>Рисунок: Настройки Панели Управления.</emphasis>
</para>

<para>
    Right column dashboard widgets.
</para>

<itemizedlist mark="round">
    <listitem>
        <para>7 Day Stats</para>
        <para>
            It shows a graph of ticket activity over the past 7 days that includes 2
lines. One that is usually blue color, represents the amount of created
tickets per day and the second one, usually orange and represents the closed
tickets per day.
        </para>
    </listitem>
    <listitem>
        <para>Upcoming Events</para>
        <para>
            Tickets on short for escalating or already escalated are listed here, info
from this widget is very helpful since you have the chance to know about
tickets needs your attention and you can decide in which ones you want to
focus your effort on, set priorities or simply check what's coming on.
        </para>
    </listitem>
    <listitem>
        <para>OTRS News</para>
        <para>
            A complete list about OTRS activities and so important information about new
product releases or patches.
        </para>
    </listitem>
    <listitem>
        <para>Online</para>
        <para>
            Here is showed a summary about the current agents logged the system, it also
includes a section for customers on-line, please notice this widget is
normally hidden, it can be shown using Settings widget described before.
        </para>
    </listitem>
</itemizedlist>

</section>

<section id="what-is-a-queue">
<title>Что такое очередь?</title>

<para>
На физическом уровне для почтового ящика создается специальный файл (иногда
его еще называют почтовый спул), в который помещаются и хранятся все
сообщения. Новые сообщения электронной почты просто добавляются в конец
этого файла. Почтовая программа, которая используется для чтения и написания
писем (такие программы еще называются пользовательскими почтовыми агентами -
MUA (Mail User Agent) читает этот файл и отображает его содержимое.
</para>

<para>
Очереди OTRS можно сравнить с Inbox-файлом, в котором хранятся входящие
сообщения электронной почты, так как в них тоже может хранится множество
сообщений. Очереди имеют много функций, схожих с теми, которые присущи
Inbox-файлу. Как агенты так и пользователи, все должны помнить о том, в
какой очереди содержится заявка. Агенты могут открывать,  редактировать
заявки, размещенные в очереди, а также, перемещать их из одной очереди в
другую. Но зачем перемещать заявки?
</para>

<para>
Чтобы обьяснить это с более практической точки зрения давайте вспомним
пример с компанией Максима, которая была описана в разделе <link
linkend="basic-tts-example">пример системы обработки заявок</link>. Максим
установил OTRS чтобы избавится от существующего хаоса в системе поддержки и
предоставить возможность своей команде лучше управлять службой поддержки
клиентов, покупающих видеомагнитофоны.
</para>

<para>
One queue holding all requests is enough for this situation. However, after
some time Max decides to also sell DVD recorders. Now, the customers have
questions not only about the video recorder, but also about the new
product. More and more emails get into the single queue of Max's OTRS and
it's difficult to have a clear picture of what's happening.
</para>

<para>
Max decides to restructure his support system, and adds two new queues. So
now three queues are being used. New messages arriving at the ticket system
are stored into the old queue titled "raw". Of the two new queues, one
titled "video recorder" is exclusively for video recorder requests, while
the other one titled "dvd recorder" is exclusively for dvd recorder
requests.
</para>

<para>
Max asks Sandra to watch the "raw" queue and sort (dispatch) the messages
either into "video recorder" or "dvd recorder" queue, depending on the
customer request. John only has access to the "video recorder" queue, while
Joe can only answer tickets in the "dvd recorder" queue. Max is able to edit
tickets in all queues.
</para>

<para>
OTRS supports access management for users, groups, and roles, and it is easy
to setup queues that are accessible only to some user accounts. Max could
also use another way to get his requests into the different queues, with
filter rules. Otherwise, if two different mail addresses are used, Sandra
only has to dispatch those emails into the two other queues, which can't be
dispatched automatically.
</para>

<para>
Сортировка входящих сообщений в различные очереди позволяет сохранять
систему поддержки в структурированном и аккуратном виде. Поскольку ваши
агенты находятся в разных группах и имеют различные права для доступа к
очередям, система может быть оптимизирована еще больше. Очереди могут быть
использованы для определения структуры всей компании а также для определения
рабочего потока процессов. Максим может к примеру создать еще одну очередь и
назвать ее "продажи", которая будет содержать подочереди "запросы",
"предложения", "заказы", "оплаты" и т.д. Такой подход поможет Максиму
структурировать и оптимизировать процесс работы с транзакциями.
</para>

<para>
Чем лучше структурированна система поддержки, тем меньше времени требуется
для различных задач. Это приводит к уменьшению рабочего времени,
соответственно и к уменьшению денежных затрат. Очереди могут помочь
оптимизировать бизнес-процесы вашей компании.
</para>
</section>


<section id="what-is-the-queue-overview">
<title>What is the queue overview?</title>

<para>
The queue overview offers a view of all queues in which tickets are present,
and for which the user has RW permissions.
</para>

<para>
<screenshot>
<screeninfo>Queue View (Default) for Agents</screeninfo> <graphic srccredit="index.pl -
screenshot" scale="40" fileref="screenshots/agent-queue-view.png"></graphic></screenshot>
</para>

<para>
The queue overview offers a variaty of options for daily work with OTRS. The
first of theese is the My Queue. In the Agent Preferences, or when
administering agents, a set of queuse can be defined for which the agent has
been assigned to work within. All the tickets will appear in this default
view, when accessing the Ticket -> Queue View menu.
</para>

<para>
The second option offered by the Queue View is a drill down navigation into
individual queues and sub-queues containing tickets to be worked upon.
</para>

<para>
In both of the view types, the user also has the added ability to see either
all unlocked tickets (this is the default filter), or the user can then
chooose to view all available tickets. Tickets must be in one of the
viewable state types to be shown in the queue view. Per default, these are
'open, new, pending reminder, pending auto'.
</para>

<para>
There are visual alarms, to aid the user.
</para>

<para>
<screenshot>
<screeninfo>Agent Queue View visual alarms.</screeninfo> <graphic srccredit="index.pl -
screenshot" scale="40"
fileref="screenshots/agent-queue-overview-visual-alarms.png"></graphic></screenshot>
</para>

<itemizedlist>
    <title>Visual Alarms</title>
    <listitem>
        <para>Highlight Age 1: Sets the age in minutes (first level) for highlighting
queues that contain untouched tickets. Seen in above in the "Raw" queue.</para>
    </listitem>
    <listitem>
        <para>Highlight Age 2: Sets the age in minutes (second level) for highlighting
queues that contain untouched tickets. Seen in above in the "Postmaster"
queue.</para>
    </listitem>
    <listitem>
        <para>Blink: Activates a blinking mechanism of the queue that contains the oldest
ticket. Not supported in all browsers. In that case it will appear red, as
seen in above in the "Junk" queue.</para>
    </listitem>
    <listitem>
        <para>Bold: The current queue will be bolded, as seen above in the "My Queues".</para>
    </listitem>
</itemizedlist>
</section>

<section id="user-preferences">
<title>Пользовательские настройки</title>
<para>
OTRS users such as customers, agents and the OTRS administrator can
configure their account preferences as per their needs. Agent can access the
configuration screen by clicking on their login name at the top right corner
of the web interface (see Figure below), and customers must click on the
"Preferences" link (see Figure below).
</para>

<para>
<screenshot>
<screeninfo>Страница "Настройки Аккаунта" для Агентов</screeninfo> <graphic srccredit="index.pl -
screenshot" scale="40"
fileref="screenshots/agent-preferences.png"></graphic></screenshot>
</para>

<para>
<emphasis>Figure: Agent's personal preferences.</emphasis>
</para>

<para>
An agent can configure 3 different categories of preferences: user profile,
email settings, and other settings. The default posibilities are:
</para>

<itemizedlist>
    <title>Профиль пользователя</title>
    <listitem>
        <para>Изменение текущего пароля.</para>
    </listitem>
    <listitem>
        <para>Выбор языка интерфейса.</para>
    </listitem>
    <listitem>
        <para>Переключение между темами интерфейса.</para>
    </listitem>
    <listitem>
        <para>Изменение темы веб-интерфейса.</para>
    </listitem>
    <listitem>
        <para>Активация и настройка функции "время вне оффиса".</para>
    </listitem>
</itemizedlist>

<itemizedlist>
    <title>Настройки электронной почты</title>
    <listitem>
        <para>Выберите события, при наступлении которых, система должна отсылать
уведомления агентам на их емейлы.</para>
    </listitem>
</itemizedlist>

<itemizedlist>
    <title>Другие настройки</title>
    <listitem>
        <para>В меню "Мои Очереди" выберите те очедеди, которые хотите отслеживать более
внимательно.</para>
    </listitem>
    <listitem>
        <para>Установите время обновления страницы для шаблона отображения очередей.</para>
    </listitem>
    <listitem>
        <para>Выберите страницу, которая должна отображатся после создания заявки.</para>
    </listitem>
</itemizedlist>

<para>
<screenshot>
<screeninfo>Личные настройки пользовательского аккаунта клиентов.</screeninfo> <graphic srccredit="customer.pl -
screenshot" scale="40"
fileref="screenshots/customer-preferences.png"></graphic></screenshot>
</para>

<para>
<emphasis>Figure: Customer's personal preferences.</emphasis>
</para>

<para>
Клиент может выбрать язык веб-интерфейса системы, изменять время обновления
страницы в шаблоне просмотра очередей, выбирать максимальное количество
отображаемых заявок. Кроме этого также можно установить новый пароль.
</para>
</section>

</chapter>