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\u5718\u968a\u57f7\u884c\uff1b\u82e5\u8cc7\u6599\u4e0d\u5b8c\u6574\uff0c\u5247\u8981\u6c42\u88dc\u4ea4\u5f8c\u624d\u9032\u5165\u4e0b\u4e00\u968e\u6bb5\u3002\u9019\u7a2e\u505a\u6cd5\u6709\u52a9\u6e1b\u5c11\u6f0f\u586b\u6b04\u4f4d\u3001\u932f\u8aa4\u5206\u6d3e\u53ca\u53cd\u8986\u8ffd\u554f\uff0c\u4e5f\u8b93\u65b0\u52a0\u5165\u5718\u968a\u7684\u670d\u52d9\u4eba\u54e1\u66f4\u5bb9\u6613\u8ddf\u5f9e\u65e2\u5b9a\u7a0b\u5e8f\u3002<\/p>\n<p>OTRS \u6587\u4ef6\u4ea6\u63d0\u5230\uff0c\u6d41\u7a0b\u53ef\u4ee5\u5728\u524d\u7aef\u8a2d\u8a08\u53ca\u90e8\u7f72\uff1b\u7ba1\u7406\u4eba\u54e1\u53ef\u6309\u6a5f\u69cb\u5be6\u969b\u9700\u8981\u8a2d\u5b9a\u6d3b\u52d5\u3001\u4f7f\u7528\u8005\u4efb\u52d9\u53ca\u6d41\u7a0b\u52d5\u4f5c\u3002\u90e8\u7f72\u524d\u5b9c\u5148\u6e2c\u8a66\u5404\u689d\u4ef6\u5206\u652f\uff0c\u4e26\u5b89\u6392\u8ca0\u8cac\u4eba\u5b9a\u671f\u6aa2\u8996\u6d41\u7a0b\u662f\u5426\u4ecd\u7b26\u5408\u5be6\u969b\u904b\u4f5c\u3002<\/p>\n<h2>\u670d\u52d9\u54c1\u8cea\u9700\u8981\u6578\u64da\uff0c\u800c\u4e0d\u53ea\u662f\u611f\u89ba<\/h2>\n<p>\u7576\u5de5\u55ae\u5206\u985e\u3001SLA\u3001\u8655\u7406\u6642\u9593\u53ca\u5347\u7d1a\u7d00\u9304\u90fd\u80fd\u6301\u7e8c\u7d2f\u7a4d\uff0c\u7ba1\u7406\u8005\u4fbf\u6709\u689d\u4ef6\u5206\u6790\u670d\u52d9\u8868\u73fe\u3002\u54ea\u4e9b\u670d\u52d9\u7d93\u5e38\u8d85\u6642\uff1f\u54ea\u4e00\u985e\u8acb\u6c42\u9700\u8981\u591a\u6b21\u8f49\u4ea4\uff1f\u67d0\u4e9b\u554f\u984c\u662f\u5426\u53cd\u8986\u51fa\u73fe\uff1f\u9019\u4e9b\u89c0\u5bdf\u53ef\u5354\u52a9\u5718\u968a\u5206\u8fa8\u500b\u5225\u4e8b\u4ef6\u8207\u6d41\u7a0b\u6027\u554f\u984c\uff0c\u907f\u514d\u53ea\u4ee5\u300c\u6700\u8fd1\u5f88\u5fd9\u300d\u6982\u62ec\u6240\u6709\u670d\u52d9\u58d3\u529b\u3002<\/p>\n<p>OTRS \u7684\u670d\u52d9\u7ba1\u7406\u529f\u80fd\u63d0\u4f9b\u670d\u52d9\u6982\u89bd\u53ca\u76f8\u95dc\u7d71\u8a08\uff0c\u8b93\u6a5f\u69cb\u6aa2\u8996\u670d\u52d9\u6c34\u5e73\u662f\u5426\u7b26\u5408\u5354\u8b70\uff0c\u4e26\u8ffd\u8e64\u670d\u52d9\u8868\u73fe\u3002\u6578\u64da\u61c9\u914d\u5408\u696d\u52d9\u80cc\u666f\u89e3\u8b80\uff1a\u9ad8\u5de5\u55ae\u91cf\u672a\u5fc5\u4ee3\u8868\u670d\u52d9\u5dee\uff0c\u4ea6\u53ef\u80fd\u53cd\u6620\u4f7f\u7528\u8005\u66f4\u9858\u610f\u900f\u904e\u6b63\u5f0f\u6e20\u9053\u63d0\u51fa\u9700\u6c42\uff1b\u76f8\u53cd\uff0c\u4f4e\u5de5\u55ae\u91cf\u4ea6\u4e0d\u4e00\u5b9a\u4ee3\u8868\u554f\u984c\u6e1b\u5c11\uff0c\u53ef\u80fd\u662f\u8acb\u6c42\u4ecd\u6d41\u843d\u5728\u975e\u6b63\u5f0f\u6e20\u9053\u3002<\/p>\n<h2>\u4f7f\u7528\u8005\u9ad4\u9a57\u4e5f\u662f\u670d\u52d9\u7ba1\u7406\u7684\u4e00\u90e8\u5206<\/h2>\n<p>\u670d\u52d9\u6d41\u7a0b\u82e5\u53ea\u65b9\u4fbf\u7ba1\u7406\u8005\uff0c\u537b\u4ee4\u4f7f\u7528\u8005\u96e3\u4ee5\u63d0\u4ea4\u8acb\u6c42\uff0c\u6700\u7d42\u4ecd\u6703\u88ab\u7e5e\u904e\u3002\u8868\u55ae\u61c9\u53ea\u6536\u96c6\u8655\u7406\u554f\u984c\u6240\u9700\u7684\u8cc7\u6599\uff0c\u5206\u985e\u540d\u7a31\u8981\u8b93\u975e\u6280\u8853\u4eba\u54e1\u7406\u89e3\uff0c\u72c0\u614b\u53ca\u9810\u8a08\u8ddf\u9032\u65b9\u5f0f\u4ea6\u61c9\u6e05\u695a\u3002\u7576\u4f7f\u7528\u8005\u77e5\u9053\u8acb\u6c42\u5df2\u88ab\u63a5\u6536\u3001\u76ee\u524d\u7531\u54ea\u500b\u5718\u968a\u8655\u7406\uff0c\u4ee5\u53ca\u4f55\u6642\u9700\u8981\u88dc\u5145\u8cc7\u6599\uff0c\u91cd\u8907\u8ffd\u554f\u7684\u60c5\u6cc1\u81ea\u7136\u6709\u6a5f\u6703\u6e1b\u5c11\u3002<\/p>\n<p>\u63a8\u884c\u6642\u53ef\u5148\u5f9e\u4e00\u500b\u90e8\u9580\u6216\u4e00\u985e\u9ad8\u983b\u8acb\u6c42\u958b\u59cb\uff0c\u6574\u7406\u5e38\u898b\u554f\u984c\u3001\u670d\u52d9\u76ee\u9304\u53ca\u5347\u7d1a\u898f\u5247\uff0c\u518d\u9010\u6b65\u64f4\u5c55\u81f3\u5176\u4ed6\u670d\u52d9\u3002\u7ba1\u7406\u5718\u968a\u4ea6\u61c9\u5b9a\u671f\u6536\u96c6\u524d\u7dda\u4eba\u54e1\u8207\u4f7f\u7528\u8005\u610f\u898b\uff0c\u8abf\u6574\u5206\u985e\u3001\u901a\u77e5\u53ca\u81ea\u52d5\u5316\u689d\u4ef6\uff0c\u907f\u514d\u6d41\u7a0b\u6108\u52a0\u6108\u8907\u96dc\u3002<\/p>\n<h2>\u90e8\u7f72\u524d\u7684\u5be6\u969b\u6aa2\u67e5\u6e05\u55ae<\/h2>\n<ul>\n<li>\u662f\u5426\u5df2\u5b9a\u7fa9\u670d\u52d9\u76ee\u9304\u3001\u5de5\u55ae\u5206\u985e\u53ca\u8ca0\u8cac\u968a\u5217\uff1f<\/li>\n<li>\u4e0d\u540c\u670d\u52d9\u662f\u5426\u9700\u8981\u7368\u7acb SLA \u6216\u5347\u7d1a\u898f\u5247\uff1f<\/li>\n<li>\u54ea\u4e9b\u91cd\u8907\u4efb\u52d9\u9069\u5408\u4ea4\u7531 Generic Agent \u6216 Ticket Scheduler \u57f7\u884c\uff1f<\/li>\n<li>\u8de8\u90e8\u9580\u8acb\u6c42\u662f\u5426\u9700\u8981 Process Management \u8a2d\u5b9a\u5fc5\u586b\u8cc7\u6599\u53ca\u6279\u6838\u6b65\u9a5f\uff1f<\/li>\n<li>\u7ba1\u7406\u8005\u80fd\u5426\u5b9a\u671f\u6aa2\u8996\u5de5\u55ae\u91cf\u3001\u8655\u7406\u6642\u9593\u53ca\u670d\u52d9\u6c34\u5e73\uff1f<\/li>\n<li>\u4f7f\u7528\u8005\u662f\u5426\u5bb9\u6613\u627e\u5230\u6b63\u78ba\u5165\u53e3\uff0c\u4e26\u7406\u89e3\u8acb\u6c42\u76ee\u524d\u7684\u72c0\u614b\uff1f<\/li>\n<\/ul>\n<p>IT \u670d\u52d9\u7ba1\u7406\u4e26\u975e\u628a\u6bcf\u4ef6\u4e8b\u90fd\u8b8a\u6210\u8868\u683c\uff0c\u800c\u662f\u8b93\u670d\u52d9\u8acb\u6c42\u6709\u4e00\u81f4\u5165\u53e3\u3001\u6e05\u695a\u8cac\u4efb\u53ca\u53ef\u8ffd\u8e64\u7684\u8655\u7406\u65b9\u5f0f\u3002OTRS \u900f\u904e\u5de5\u55ae\u3001\u670d\u52d9\u7ba1\u7406\u8207\u6d41\u7a0b\u81ea\u52d5\u5316\uff0c\u5354\u52a9\u6a5f\u69cb\u628a\u65e5\u5e38\u652f\u63f4\u7531\u500b\u4eba\u7d93\u9a57\u8f49\u5316\u70ba\u5718\u968a\u53ef\u6301\u7e8c\u57f7\u884c\u7684\u5de5\u4f5c\u6a5f\u5236\u3002\u7576\u6d41\u7a0b\u8a2d\u8a08\u8cbc\u8fd1\u5be6\u969b\u5de5\u4f5c\uff0c\u670d\u52d9\u4eba\u54e1\u4fbf\u80fd\u628a\u66f4\u591a\u6642\u9593\u653e\u5728\u5224\u65b7\u8207\u89e3\u6c7a\u554f\u984c\uff0c\u800c\u4e0d\u662f\u8ffd\u5c0b\u8a0a\u606f\u6216\u91cd\u8907\u6574\u7406\u8cc7\u6599\u3002<\/p>\n\t\t<div data-elementor-type=\"page\" data-elementor-id=\"120052\" class=\"elementor elementor-120052\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-61323fe7 elementor-section-full_width elementor-section-height-default elementor-section-height-default\" data-id=\"61323fe7\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[{&quot;_id&quot;:&quot;c4f773e&quot;,&quot;jet_parallax_layout_image&quot;:{&quot;url&quot;:&quot;&quot;,&quot;id&quot;:&quot;&quot;,&quot;size&quot;:&quot;&quot;},&quot;jet_parallax_layout_image_tablet&quot;:{&quot;url&quot;:&quot;&quot;,&quot;id&quot;:&quot;&quot;,&quot;size&quot;:&quot;&quot;},&quot;jet_parallax_layout_image_mobile&quot;:{&quot;url&quot;:&quot;&quot;,&quot;id&quot;:&quot;&quot;,&quot;size&quot;:&quot;&quot;},&quot;jet_parallax_layout_speed&quot;:{&quot;unit&quot;:&quot;%&quot;,&quot;size&quot;:50,&quot;sizes&quot;:[]},&quot;jet_parallax_layout_type&quot;:&quot;scroll&quot;,&quot;jet_parallax_layout_direction&quot;:&quot;1&quot;,&quot;jet_parallax_layout_fx_direction&quot;:null,&quot;jet_parallax_layout_z_index&quot;:0,&quot;jet_parallax_layout_bg_x&quot;:50,&quot;jet_parallax_layout_bg_x_tablet&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_x_mobile&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_y&quot;:50,&quot;jet_parallax_layout_bg_y_tablet&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_y_mobile&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_size&quot;:&quot;auto&quot;,&quot;jet_parallax_layout_bg_size_tablet&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_size_mobile&quot;:&quot;&quot;,&quot;jet_parallax_layout_animation_prop&quot;:&quot;transform&quot;,&quot;jet_parallax_layout_on&quot;:[&quot;desktop&quot;,&quot;tablet&quot;]}]}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-2d62acd0\" data-id=\"2d62acd0\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-152f53fc elementor-widget elementor-widget-image-box\" data-id=\"152f53fc\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image-box.default\">\n\t\t\t\t\t<div class=\"elementor-image-box-wrapper\"><div class=\"elementor-image-box-content\"><h3 class=\"elementor-image-box-title\">\u95dc\u65bc OTRS<\/h3><p class=\"elementor-image-box-description\">OTRS\uff08\u539f\u540d\u70ba Open-Source Ticket Request System\uff09\u662f\u4e00\u5957\u670d\u52d9\u7ba1\u7406\u8edf\u9ad4\u5957\u4ef6\uff0c\u5305\u542b\u5c08\u54e1\u5165\u53e3\u7db2\u9801\uff08agent portal\uff09\u3001\u7ba1\u7406\u54e1\u5100\u8868\u677f\uff08admin dashboard\uff09\u53ca\u5ba2\u6236\u5165\u53e3\u7db2\u9801\uff08customer portal\uff09\u3002\n\n\u5728\u5c08\u54e1\u5165\u53e3\u7db2\u9801\u4e2d\uff0c\u5718\u968a\u80fd\u5920\u8655\u7406\u4f86\u81ea\u5167\u90e8\u6216\u5916\u90e8\u5ba2\u6236\u7684\u6848\u4ef6\u8207\u8acb\u6c42\u3002\u6b64\u8655\u63d0\u4f9b\u591a\u7a2e\u65b9\u5f0f\u4f86\u6aa2\u8996\u9019\u4e9b\u8cc7\u8a0a\uff0c\u4ee5\u53ca\u5ba2\u6236\u548c\u76f8\u95dc\u6578\u64da\u3002\n\n\u9867\u540d\u601d\u7fa9\uff0c\u7ba1\u7406\u54e1\u5100\u8868\u677f\u8b93\u7cfb\u7d71\u7ba1\u7406\u54e1\u80fd\u5920\u7ba1\u7406\u7cfb\u7d71\uff1a\u529f\u80fd\u773e\u591a\uff0c\u5305\u62ec\u89d2\u8272\u8207\u7fa4\u7d44\u3001\u6d41\u7a0b\u81ea\u52d5\u5316\u3001\u983b\u9053\u6574\u5408\u4ee5\u53ca CMDB\/\u8cc7\u6599\u5eab\u9078\u9805\u3002\n\n\u7b2c\u4e09\u500b\u7d44\u4ef6\uff0c\u5ba2\u6236\u5165\u53e3\u7db2\u9801\uff0c\u5247\u985e\u4f3c\u4e00\u500b\u53ef\u5ba2\u88fd\u5316\u7684\u7db2\u9801\uff0c\u53ef\u4f9b\u8207\u5ba2\u6236\u5171\u4eab\u8cc7\u8a0a\uff0c\u4e26\u8b93\u5ba2\u6236\u7aef\u80fd\u5920\u8ffd\u8e64\u81ea\u5df1\u7684\u8acb\u6c42\u9032\u5ea6\u3002<\/p><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t\n\t\t<div data-elementor-type=\"page\" data-elementor-id=\"18152\" class=\"elementor elementor-18152\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-748947f elementor-section-full_width elementor-section-height-default elementor-section-height-default\" data-id=\"748947f\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[{&quot;jet_parallax_layout_image&quot;:{&quot;url&quot;:&quot;&quot;,&quot;id&quot;:&quot;&quot;,&quot;size&quot;:&quot;&quot;},&quot;_id&quot;:&quot;c4f773e&quot;,&quot;jet_parallax_layout_image_tablet&quot;:{&quot;url&quot;:&quot;&quot;,&quot;id&quot;:&quot;&quot;,&quot;size&quot;:&quot;&quot;},&quot;jet_parallax_layout_image_mobile&quot;:{&quot;url&quot;:&quot;&quot;,&quot;id&quot;:&quot;&quot;,&quot;size&quot;:&quot;&quot;},&quot;jet_parallax_layout_speed&quot;:{&quot;unit&quot;:&quot;%&quot;,&quot;size&quot;:50,&quot;sizes&quot;:[]},&quot;jet_parallax_layout_type&quot;:&quot;scroll&quot;,&quot;jet_parallax_layout_direction&quot;:&quot;1&quot;,&quot;jet_parallax_layout_fx_direction&quot;:null,&quot;jet_parallax_layout_z_index&quot;:0,&quot;jet_parallax_layout_bg_x&quot;:50,&quot;jet_parallax_layout_bg_x_tablet&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_x_mobile&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_y&quot;:50,&quot;jet_parallax_layout_bg_y_tablet&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_y_mobile&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_size&quot;:&quot;auto&quot;,&quot;jet_parallax_layout_bg_size_tablet&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_size_mobile&quot;:&quot;&quot;,&quot;jet_parallax_layout_animation_prop&quot;:&quot;transform&quot;,&quot;jet_parallax_layout_on&quot;:[&quot;desktop&quot;,&quot;tablet&quot;]}]}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-7995c19\" data-id=\"7995c19\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-b63d6ea elementor-widget elementor-widget-image-box\" data-id=\"b63d6ea\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image-box.default\">\n\t\t\t\t\t<div class=\"elementor-image-box-wrapper\"><div class=\"elementor-image-box-content\"><h3 class=\"elementor-image-box-title\">\u95dc\u65bcVersion 2<\/h3><p class=\"elementor-image-box-description\">Version 2 Digital 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