TU Dresden trouble ticket system (Structured processing of requests with znuny (based on OTRS))

The central ticket system of the TU Dresden - operated by the ZIH - supports service-providing units in the structured processing of customer enquiries. It includes a customer portal for employees and guests of the TU Dresden (access to own tickets; access to FAQs, which are published for TU members), an agents' portal for registered users (ticket processing, FAQ editorial office) and a FAQ portal (access to FAQs published worldwide).

Ticket processing follows a defined process. Tickets are either generated by retrieving a mailbox or entered manually by an agent. They are initially classified, prioritized (First Level Support) and processed after transfer to the responsible agent (First, Second and Third Level Support).