Process Support at Deutsche WertpapierService Bank AG with OTRS

" summary

This talk describes how Deutsche WertpapierService Bank AG deployed the OTRS (Open Ticket Request System) after migrating from ARS Remedy in 2003, running the webserver and database in a Red Hat Enterprise Linux cluster with central LDAP for users. OTRS is used for external first- and second-level support and internal helpdesk workflows, allowing authorized customers to open, view, update and reopen tickets in real time, with automated email notifications, full ticket history, role/group-based access controls, SLA reporting and separation of internal vs. external tickets; the bank’s team is also building complaint management, call-center/FAQ integration, and external reporting on top of OTRS.

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