第1页共96页编号：时间：2021年x月x日书山有路勤为径，学海无涯苦作舟页码：第1页共96页OTRS::ITSM用户手册目录OTRS::ITSM用户手册..................................................................................................................................................1目录................................................................................................................................................................................1Chapter1系统概述................................................................................................................................................3Chapter2基本概念................................................................................................................................................8Chapter3事件管理..............................................................................................................................................10目的..............................................................................................................................................................10活动内容......................................................................................................................................................10流程概述......................................................................................................................................................11OTRS系统说明...................................................................................................................................................17事件记录，分类，设定优先级...................................................................................................................18维护customer资料......................................................................................................................................24处理事件......................................................................................................................................................26Chapter4问题管理..............................................................................................................................................33目的..............................................................................................................................................................33活动内容......................................................................................................................................................33流程概述......................................................................................................................................................34OTRS系统说明...................................................................................................................................................39分析事件记录问题......................................................................................................................................39处理问题......................................................................................................................................................46Chapter5配置管理..............................................................................................................................................46目的....................
