Dacher-Systems GmbH Apps

NOTE:According to the otrs.com, starting with OTRS 5, the iPhoneHandlerrequired to run DS Helpdesk is no longer supported. For the momentDS Helpdesk does not work with OTRS version 5._____________________________________The DS Helpdesk Plus App provides users free and mobile access tothe OTRS Help Desk System, from any devices running an AndroidOS.The application allows remote real-time ticket managing, ensuring aquick response time and user flexibility.DS Helpdesk Plus is an access interface App not build byotrs.com team and we don't want to take any credit for theirwork.RequirementsIn order for the DS Helpdesk Plus App to comunicate withthe OTRS Help-Desk, it requires that the OTRS has the iPhoneHandlepackage (http://ftp.otrs.org/pub/otrs/packages/iPhoneHandle-1.0.1.opm)installed.DS Helpdesk Plus requires an OTRS 3.x version and thecorresponding iPhoneHandle 1.0.Also, an Android device with a 2.1 version or higher is required,along with a high speed internet connection (Wi-Fi or3G).FeaturesMultiple Account Management- allows information storage regarding one/more OTRS account(s)and/or system(s)- provides easy intuitive account switching, assuring multi-accountmanagement facilityOTRS Views- displays tickets using different view types: "Queue View","Status View", "Escalation View"- allows ticket handling customization, according to users'necessitiesPersonal Tickets- displays user's tickets grouped by the following criteria:watched, locked and responsibleTicket Management- allows users to create new tickets- provides personalized ticket management, moving a ticket to anydifferent Queue, changing the tickets' owner or closing anyspecific ticket- provides the facility of creating new notes, replying tocustomers using email services, giving the user easy and flexibleways to handle customers requests, thus improving servicedeliveryArticle AttachmentDS Helpdesk Plus allows you to download (and after thatview) attached documents.New Tickets AutocheckDS Helpdesk Plus offers the option to automatically checkfor new tickets periodically (even if the application is notrunning).This option can be activated from "Login screen -> Menu ->Settings".Please note that for using all DS Helpdesk features in OTRS3.1.1(or new) you need to remove some default limitation. To dothat please ask your OTRS administrator to go on:Admin -> SysConfig -> Select iPhone -> Click on API,remove any values from fields( ex. (MoveList|MoveTicket) oniPhone::API::Object###TicketObject field) and click Update

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