Project Description

UODL wants to create their own version of ITHelp.  This project is to get the necessary information from UODL and from OTRS to see what is needed and to provide a cost figure.

Request was submitted by Pieter Badenhorst

06 May 2016:

Finding of investigation:

OTRS has the features available to help UODL to create a fault logging and tracking system, but we cannot provide it in the current system (ITHelp).


Our current support from OTRS only gives us access to one system with access to the professional add-ons. We can install a basic OTRS with the features as indicated by attachment.

I requested a quotation from OTRS for an OTRS Business Solution Professional license that we can only use as a test environment.


Project Progress


Overall Project Completion

  • 20%
  • 60%


  • 40%
  • 80%

1. Getting information from UODL Complete 80% Tasks 2 / 2


We need to get information from UODL about their needs and wants.

Current requirements:

  • Their own URL
  • Their own services and types
  • ID Numbers – Not possable

2 of 2 completedTasks

  • Meeting with UODL
  • Followup meeting with UODL

2. Getting information from OTRS Complete 80% Tasks 3 / 4


We need to talk to OTRS about the project and find out about the following:

  1. Talk to OTRS about the request and give them information about the new request.
  2. Can our current system be changed to accommodate UODL?
  3.  If not, what will the costs be?
  4. What do they suggest?

3 of 4 completedTasks

  • Log a ticket with OTRS
  • Give OTRS more information
  • Talk to UODL about feedback
  • Give changes back to OTRS

3. Implementing changed to Development ITHelp Complete 0% Tasks 1 / 3


We must make the changes to our development or test server. Keep in mind the following:

  1. Population of services and types.
  2. Creating of queues in grouper and system.
  3. Who is going to test this and timeline?
  4. Training for new agents?
  5. Review of system and green light.

1 of 3 completedTasks

  • Install a new OTRS system for development/Test
  • Add the add-ons to the test environment that we are currently using
  • Add the add-ons to the test environment that we will need to test to reach our goals.

4. Implementing changes to Production system Complete 0% Tasks 0 / 0


If we get the green light to continue, we need to remember the following:

  1. Downtime to implement the changes to production server.
  2. Do we need to increase the specs of the production server?
  3. Training for new agents?
  4. Training for current agents?
  5. Review?

Project Discussion 11 Responses to UODL IT-Help

  1. 16 March 2018: OTRS to be replaced with Service Manager. Already implemented at UODL.

    March 16, 2018 at 11:03 am
  2. 29 Aug 2016:

    Goeiemore Yvette

    Kan ons hierdie projek op YS plaas totdat die ondersoek na ‘n ander alternatiewe fout rapporteering stelsel voltooi is.

    Die rede vir hierdie versoek is omdat OTRS ‘n veradering gemaak het in die wyse hoe hulle werk. Hulle het ‘n beperking op die hoeveelheid “agents” wat op OTRS (ITHelp) gelyktydig kan aanteken ingebring.

    Voor die verandering het ons geen limiet gehad op die hoeveelheid mense wat die stelsel kan gebruik nie.

    Paul sal binnekort die papierwerk deurstuur oor die nuwe ondersoek wat begin word.


    August 29, 2016 at 10:23 am
  3. Request from Lappies for BSS to facilitate in business process analysing and optimizing of the UODL process as there are a broader scope of same type of request for implementation of such business processes (e.g. request 16-22). Resources who will assist will be Anna-Marie Bell and Chandre Botha. Process will commence after May 9.
    A first meeting with the team discussing and agree on: business process optimization approach, Aim and outcome achievement, Team involved, discuss roles and expectations, Scope, Phases and due dates; resource capacity, Planning, procedures, use current flow diagrams as the AS-IS and the alignment of that to the new request processes.

    May 1, 2016 at 10:23 pm
  4. I created a virtual with OTRS 5 installed where I need to test a few configurations.

    April 13, 2016 at 2:15 pm
  5. I had a few meetings with UODL line managers to get to know how they work, the groupings of staff, what do they do and how they do it. I got a list of all the different groups involved and how do they get faults, what do they do with different faults, how do they track and escalate faults.

    April 13, 2016 at 2:13 pm
  6. Jurgens to discuss the details of the quote and the scope with Wilhelm. The scope will have to be reviewed to include (but not limited to) the following:
    1) Establishment of in-house knowledge will have to be done in parallel with the configuration.
    2) Reporting
    3) Escalations
    4) Scope of the CURRENT installation has to be reviewed
    The list of functionality gaps will be discussed at the SM meeting (scheduled for 29 Febr 2016)

    February 23, 2016 at 12:48 pm
  7. Got the quote from OTRS to implement the changes and check that everything is working well.

    February 16, 2016 at 8:36 am
  8. OTRS investigated the request and wants to discuss the changes with us. I will arrange a meeting between OTRS and us.

    February 15, 2016 at 12:25 pm
  9. ADC on Mafikeng campus also requested a similar system. Please discuss this with Claudia Pietersen.

    January 26, 2016 at 10:23 am
  10. Investigation is in progress

    November 24, 2015 at 8:24 am
  11. Jurgens to list the enhancements (for a central ticketing system), and to investigate the request.

    September 15, 2015 at 9:40 am

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