Iyini i-osTicket: Umhlahlandlela ophelele, izici, kanye nokuqalisa

Informatec Digital » Ukuxhaswa » Iyini i-osTicket: Umhlahlandlela ophelele, izici, kanye nokuqalisa

Njengomphathi wezinhlelo, uyazi ukuthi uma ibhokisi lakho lokungenayo lingalawuleki, usuku lwakho luba nzima. Ukuphendula ezigamekweni, ukubeka imisebenzi phambili, nokungaphuthelwa yimininingwane eyodwa kungadla amahora abalulekile ongathanda ukuwanikela ekuthuthukiseni ingqalasizinda namaphrojekthi abalulekile.

Kulesi simo, i-osTicket ivela njengesixazululo esinamandla sokuhlela ukwesekwa, futhi uma futhi udlulisela ungqimba lobuchwepheshe kumlingani, inani liyaphindaphindeka. I-osTicket iletha ukuhleleka kanye nokwenza ngokuzenzakalela ekugelezeni kwamathikithi , futhi isevisi ekhethekile ephethwe (njengeyomhlinzeki ofana ne-Nettix) inakekela ukufaka, ukusingatha, ukuvikela, kanye nokugcina ipulatifomu ukuze ukwazi ukugxila ezindabeni zamasu.

Yini i-osTicket?

I-osTicket iyisofthiwe yomthombo ovulekile eyenzelwe ukuhlanganisa, ukubeka phambili, kanye nokwenza ngokuzenzakalelayo izicelo zokusekela. Ihlanganisa wonke amathikithi adalwe nge-imeyili noma amafomu abe yi-interface elula yewebhu futhi iphatha umjikelezo wawo wokuphila ngemithetho ecacile, ukulandelelwa, kanye nezilinganiso.

Ngaphezu kwalokho, ithuthukiswe kakhulu ku -PHP futhi isebenzisa i-MySQL , okwenza kube yindlela elula kunezixazululo zezentengiselwano eziyinkimbinkimbi nezibizayo. Inikeza izimpendulo ze-imeyili ezenzakalelayo lapho kuvulwa amathikithi kanye ne-portal lapho abasebenzisi bangahlola khona isimo nomlando besebenzisa i-ID yabo yethikithi kanye nekheli le-imeyili, ngaphandle kokudinga ukubhaliswa kwangaphambilini ukuze bavule izicelo.

Ifilosofi yabo iyasebenza: ukwenza lula isevisi , ukunciphisa umsindo, nokuqinisekisa ukuthi yonke isigameko sinomuntu ophethe kahle kanye nokulandelela, kugxilwe kakhulu ekukhiqizeni nasekunelisekeni komsebenzisi wokugcina.

Ukuze uthole ulwazi olwengeziwe lobuchwepheshe kanye nokulandwa, ungavakashela iwebhusayithi esemthethweni ye-osTicket , lapho kushicilelwa khona izinguqulo kanye nemibhalo yokubhekisela .

Kungani unentshisekelo yokuyisebenzisa?

Ngoba ihlanganisa konke okubalulekile ngokusekelwa endaweni eyodwa. Ihlanganisa izehlakalo ndawonye , ​​ikuvumela ukuthi ulungiselele imisebenzi, futhi inikeze idatha yokwenza izinqumo. Empeleni, inciphisa isiphithiphithi, ithuthukise izikhathi zokuphendula, futhi ikhulisa ukwaneliseka kwamakhasimende nabasebenzi .

Phakathi kwezinzuzo zayo kukhona ukwabiwa kwemisebenzi okuzenzakalelayo kanye nokubeka phambili izinto , ukwenza ngokwezifiso okuthuthukisiwe kwamafomu nezigaba, kanye nokufinyelela okukude okuvikelekile kwamaqembu asatshalaliswe. Ipulatifomu ivumelana nenhlangano , hhayi okuphambene nalokho.

Uma uke wabhekana nokungenelela okuphindwe kabili ku-thikithi elifanayo, i-osTicket ibhekana nalokhu: ivimbela izimpendulo ngasikhathi sinye ezivela kuma-ejenti amaningi futhi inika ubunikazi kumuntu noma eqenjini, okunciphisa ukuvuselelwa.

Umphakathi wayo mkhulu futhi uyasebenza, okuholela ekuthuthukisweni okuqhubekayo, izandiso, kanye nemikhuba emihle ethuthukisa umkhiqizo ngokuhamba kwesikhathi.

Izici ezibalulekile ze-osTicket

Uhlu lwezici lubanzi, lwenzelwe imisebenzi yokusekela yangempela. Lezi yizona ezifanele kakhulu emsebenzini wansuku zonke wethimba lobuchwepheshe:

• Imithetho Yebhizinisi kanye nama-SLA: Chaza izivumelwano zeleveli yesevisi, izikhathi ezihlosiwe, nemithetho yebhizinisi ukuze ubeke kuqala lokho okuphuthuma ngempela.
• Izihlungi ngomnyango: Ihambisa ngokuzenzakalelayo amathikithi endaweni efanele (IT, HR, logistics, njll.) ukuze finyeza izikhathi zokuphendula.
• Ukuhamba komsebenzi kanye nezimpendulo ezizenzakalelayo: Lungiselela izimpendulo ezizenzakalelayo nezinyathelo ezisuselwe ohlotsheni lwesigameko kuzo linganisa izinqubo.
• Okunamathiselwe kwi-multimedia: Ikuvumela ukuthi ufake izithombe, amavidiyo noma okulalelwayo kumathikithi kanye engeza amanothi angaphakathi ngomlando wezenzo.
• Ukuthwebula iziteshi eziningi: Ukubhaliswa kwamathikithi nge-imeyili, iwebhu, ngocingo, ngefeksi nange- API, ukuhlanganisa konke okufakiwe.
• Izinkambu ngokwezifiso: Dala amafomu ngokwezifiso qoqa idatha ebalulekile kusukela koxhumana naye wokuqala.
• Umhleli one-HTML ecebile: Bhala ngefomethi ye ukuxhumana okucacile nabasebenzisi.
• Izihloko Zosizo Nezigaba: Hlela izizathu zesicelo kanye inikeza izinsiza ukuxazulula ngaphandle kokuvula ithikithi noma nini lapho kunokwenzeka.
• Ukugwema ukushayisana: Vimbela izimpendulo ngesikhathi esisodwa gwema ukuphindaphinda nokudideka.
• Isabelo nokudluliselwa: Amathikithi omzila phakathi kweminyango noma wabele amalungu eqembu ukuze akwazi ziphethwe ngumuntu olungile.
• Ifayela kanye nengosi yomsebenzisi:: Konke kufakwe kungobo yomlando; umsebenzisi uthintana nesimo nomlando nge-imeyili yakhe kanye ne-ID ngaphandle dala ama-akhawunti.
• Imibiko nezibalo: Amamethrikhi esikhathi sokulungiswa, ukulayishwa komenzeli, namathrendi we bona izindawo zokuthuthukiswa.

Ngaphezu kwalokho, i-osTicket ivelele ngezinsika ezintathu , lapho zisetshenziswa kahle, ezenza umehluko kunoma yiliphi ideski losizo:

Ukwenza ngokwezifiso ukuhamba komsebenzi

Nge-osTicket, ungavumelanisa inqubo nezidingo zakho ezithile. Amafomu enziwe ngokwezifiso , imithetho yokuqondisa esekwe kumigomo, kanye nezimpendulo ezizenzakalelayo ezenzelwe wena kuqinisekisa ukuthi uhlobo ngalunye lwesigameko lulandela indlela yalo efanele.

• Lungiselela amafomu ngokwezifiso ngokwesigaba noma umnyango.
• Ukuthumela okuzenzakalelayo kanye ukwabiwa ngokwemibandela kuchazwe ngaphambilini.
• Thumela iziqinisekiso zamarisidi futhi imiyalezo ehambisanayo ngezwi lakho lokusekela.

imibiko enemininingwane

Ukucaca kanye nokuthuthuka okuqhubekayo kuvela ekulinganisweni. Imibiko yemvelo inikeza izinkomba eziwusizo zokuphathwa kweqembu kanye nobuholi.

• Inquiry izikhathi ezimaphakathi, ukuthobela i-SLA kanye nemithwalo ye-ejenti.
• Hlaziya iziqongo namaphethini usayizi wezinsiza.
• Thumela idatha ye izethulo nokuhlaziya kuthuthukile.

Ukuhlanganiswa kweziteshi eziningi

Umsebenzisi uxhumana ngeziteshi eziningi. I-osTicket ihlanganisa yonke into ohlelweni olulodwa ngaphandle kokulahlekelwa ukulandeleka, kungakhathaliseki ukuthi ivelaphi.

• Ihlanganisa okufakiwe kwe i-imeyili, amafomu ewebhu kanye nocingo (phakathi kwabanye).
• Shicilela isisekelo solwazi ezokuzisiza kanye nokunciphisa izigameko eziphindaphindayo.
• Gcina konke ukusebenzelana okurekhodiwe ukuze kucwaningwe futhi kufundwe.

Izidingo kanye nokufakwa

Ukusebenzisa i-osTicket akuyona into eyinkimbinkimbi, kodwa kudinga ukuhlangabezana nezidingo ezithile ezincane. Lezi yizidingo zobuchwepheshe ezivamile kanye nezincomo:

Izidingo eziyisisekelo

• Iseva ye-HTTP (okungcono i-Apache) ilungiselelwe kahle.
• PHP 5.4 noma ngaphezulu (I-5.6 inconywe kumhlahlandlela wakudala; ezindaweni zamanje, izinguqulo ezisekelwayo ze-PHP ezinezandiso ezifanayo).
• mysqli isandiso ye-PHP inikwe amandla.
• I-MySQL 5.0 noma ngaphezulu njengesizindalwazi.

Izincomo

• Izandiso ze-PHP: gd, gettext, imap, json, mbstring, xml.
• Imodeli ye-APC (noma inqolobane efanayo) inikwe amandla futhi yalungiselelwa ukuthuthukisa ukusebenza.

Indlela evamile yokusabalalisa iwukwenza i-clone i-public repository bese u-deploy usebenzisa izinsiza ezifakiwe. Isibonelo somsebenzi wakudala :

git clone https://github.com/osTicket/osTicket
cd osTicket
mkdir -p /var/www/htdocs/osticket/
php manage.php deploy --setup /var/www/htdocs/osticket/

Ukuze ubuyekeze, kusuka kufolda yokugcina: vumelanisa izinguquko bese uthumela kabusha kufolda yakho yokufaka.

git pull
php manage.php deploy -v /var/www/htdocs/osticket/

Uma ukhetha indlela eqondiswa kakhudlwana, uhlelo lokusebenza luyatholakala ku- Softaculous kumaphaneli amaningi okulawula ukusingatha, okwenza kube lula ukufaka. Kunoma yikuphi, buyekeza izimvume, i-cron, kanye nezilungiselelo zeposi eziphumayo ukuqinisekisa ukuthi ulwazi luhamba kahle kusukela ngosuku lokuqala.

Inselele yokusebenzisa nokugcina i-osTicket

Nakuba i-osTicket ilula ukuyisebenzisa, ukusethwa kwayo kanye nokusebenza kwayo okuzinzile kudinga isikhathi kanye nobuchwepheshe. Ukufaka, ukuvikela, ukuqapha, ukubuyekeza, kanye nokwenza ikhophi yasenqolobaneni kwengeza umthwalo wezobuchwepheshe kumashejuli avele aqinile.

Ngaphezu kwalokho, inhlangano ngayinye inezimpawu zayo: amafomu athile, imisebenzi, ama-SLA, kanye nezimvume okufanele zilungiswe ngokucophelela ukuze kufezwe ukusebenza okuphezulu futhi kugwenywe ukungezwani nabasebenzisi bangaphakathi.

Uma kungekho lwazi nge-imeyili yokuthengiselana, i-DNS, i-SPF/DKIM, noma imigqa ye-cron, kungavela izinkinga ezincane ezingabangela amathikithi angenazo izaziso noma izikhathi zokuphendula ezingajwayelekile.

Okunye: thumela kusevisi ephethwe

Ukuze ulayishe ithimba le-IT, umlingani okhethekile anganikeza ukusingathwa nokuphathwa kwe-osTicket okugcwele . Ngale modeli, ungakhohlwa ngohlangothi lobuchwepheshe futhi uthole ukufinyelela kwingqalasizinda yochwepheshe kanye nokusekelwa.

Izinzuzo ezijwayelekile zesevisi ephethwe ngekhwalithi zifaka:

1. Ukusingathwa kokusebenza okuphezulu: Amaseva athembekile anokutholakala okuphezulu ngakho usekelo alupheli.
2. Ukuphepha okuqinisiwe: ukubethela, ama-firewall, ukuqina, izipele ezizenzakalelayo kanye ukubuyiselwa okuhloliwe.
3. Ukwesekwa kochwepheshe: ukusekelwa kokungabaza, izigameko kanye imikhuba engcono Yokucushwa.

Ngale ndlela, ithimba le-IT lingagxila kumaphrojekthi anenani eliphezulu futhi lishiyele ihadiwe kanye neplatifomu kochwepheshe. Ukungqubuzana okuncane, ukugxila okwengeziwe.

Ikusiza kanjani empilweni yakho yansuku zonke

1. Umthwalo omncane wezobuchwepheshe : umlingani uphatha ukuthunyelwa, ukucushwa, ama-patches, kanye nokuqapha. Ugxila ekuthuthukisweni okuqhubekayo kwensizakalo kanye nengqalasizinda.

2. Ukonga isikhathi sangempela : Ngokuhlanganisa ukuzenzekela kwe-osTicket nokusebenza okudluliselwe kwabanye, unciphisa imisebenzi ephindaphindwayo futhi ukhulule amahora amaningi ezinhlelo zamasu.

3. Ukuphepha nokuthobela imithetho : idatha ivikelwe ngemikhuba emihle futhi ihambisana nemithethonqubo yokuvikelwa kwedatha ; ingozi encane yokuvuza kanye nokufinyelela okungagunyaziwe.

4. Ukukhulisa okungenabuhlungu : Uma inkampani ikhula, isevisi iyazivumelanisa nezimo kalula, yandisa izinsiza zesikhulumi kanye nomthamo.

Izinzuzo ezengeziwe zokukhetha isevisi ephethwe

• Akukho ukutshalwa kwezimali kokuqala: Awuwathengi amanye amaseva noma amalayisense ukuze uqalise.
• ukufinyelela emhlabeni jikelele: ukuxhumeka okuvikelekile ukuze uphathe ukwesekwa noma yikuphi.
• Umuzwa ongcono kakhulu: Abasebenzisi bangaphakathi namakhasimende baqaphela izimpendulo ngokushesha futhi okungaguquki.
• Izinsizakalo zamafu ezihambisanayo: kungenzeka ukwengeza ifu langasese kanye nezinye izinsiza ezifanele indawo yakho.

Isebenza kanjani i-osTicket ekusebenzeni

Abasebenzisi bathumela izicelo ngeziteshi ezitholakalayo, bese uhlelo luzihambisa eziteshini ezifanele. Ama-ejenti aphendula kusuka ku-interface ephakathi , futhi konke ukuxhumana kuyalandelelwa. Abasebenzisi bangabuka isimo, imiyalezo, kanye nomlando nge-portal elula ukuyisebenzisa.

Ngokwenza amafomu ngokwezifiso, uzothola idatha ebalulekile yokuxilonga kusukela ekuqaleni ; futhi ngezimpendulo ezichazwe kusengaphambili, amasignesha, namathempulethi, ukuxhumana kuba yinto ejwayelekile ngaphandle kokulahlekelwa ukuthintana komuntu siqu.

Ukuhlela okubonakalayo kusiza ekubhaleni okungcono, futhi ilogi yesenzo yangaphakathi yenza kube lula ukubambisana phakathi kwamaqembu . Uma kudingeka, icala lidluliselwa komunye umnyango noma lidluliselwe kumuntu ofanele.

Icala langempela: uma ukusekelwa kuphindwe kabili

Cabanga ngenkampani yakho ikhula, futhi ezinyangeni ezimbalwa nje, inani lamathikithi liphindeka kabili. Asikho isikhathi sokwakha ipulatifomu eqinile nephephile kusukela ekuqaleni. Ngesevisi ephethwe, uthola i-osTicket isilungele ukusetshenziswa, ngezifiso, ukuphepha, kanye nokusekelwa okuqhubekayo.

Nakuba omunye umuntu ezinikele ekugcineni ipulatifomu isezingeni elingu-100%, ungasebenzisa isikhathi esilondoloziwe ukuthuthukisa amanethiwekhi, ukusebenzisa amathuluzi , noma ukuhlela ukufuduka. Umphumela uba ukwesekwa okusheshayo, umsindo omncane, kanye nombono ongcono kakhulu ngethimba lakho.

Ukuqhathanisa nokuhlangenwe nakho

Ekuhlolweni kwangempela uma kuqhathaniswa nezinye izindlela ezifana ne -RT (Request Tracker), i-OTRS, kanye ne-GLPI , i-osTicket ihlala ivelele ngomklamo wayo olula, ukusebenziseka kalula, kanye nejika lokufunda elithambile. Umzila womnyango kanye nobunikazi bethikithi elilodwa kunciphisa ukusebenza kabusha kanye nokungqubuzana kwangaphakathi.

Njengoba ingumthombo ovulekile futhi inomphakathi omkhulu, ishintsha ngokushesha futhi ihlala incintisana. Ngaphezu kwalokho, kulula ukulungisa izitayela zesixhumi esibonakalayo ngokuhlela ishidi lesitayela se-CSS ukuze ulihlanganise nomkhiqizo wenhlangano yakho.

I-FAQ Ebalulekile

Luyini uhlelo lwamathikithi?

Yisofthiwe ephatha futhi ibeke phambili izehlakalo nezicelo. Isetshenziswa ezikhungweni zokusekela, isevisi yamakhasimende, kanye namaqembu angaphakathi ukudala, ukuvuselela, nokuvala amacala ngokulandelela okuphelele.

Ingabe abasebenzi bami bazokwazi ukungena?

Yebo. Ama-ejenti nabasebenzi babhalisiwe futhi bahlelwa umnyango, ukuze izehlakalo zifinyelele kumuntu ofanele ngokushesha.

Yini engenziwa ama-ejenti namakhasimende?

Ama-ejenti angadala abasebenzisi, iminyango, kanye namathempulethi , futhi achaze izimpendulo ezivamile kanye namasignesha. Amakhasimende angavula amathikithi kuwebhusayithi futhi ahlole isimo sawo, izimpendulo, kanye nomlando ngokusebenzisa isikhombikubona esisebenziseka kalula.

Ingabe i-osTicket iyi-CRM?

Kuvamile ukudida le mibono. Abanye bayichaza njengethuluzi lokuphatha ubudlelwano namakhasimende ngenxa yokugxila kwayo ekusebenzisaneni , kodwa i-osTicket yenzelwe ngokuyinhloko ukwesekwa nokuphathwa kwezigameko. Ayithathi indawo ye-CRM , yize ingahlala ndawonye futhi ihlanganiswe nenye.

Imininingwane emincane eyenza umehluko

Ikhono lomsebenzisi lokuvula ithikithi ngaphandle kokudala i-akhawunti, bese elihlola esebenzisa i-imeyili yakhe kanye ne-ID, kunciphisa izithiyo zokungena futhi kusheshise ukuxhumana.

Ukugcinwa kwezicelo ku-inthanethi kwenza kube lula ukuhlolwa kwezimali futhi kusiza ekuhlaziyweni komlando , okubalulekile ekubekeni phambili ukutshalwa kwezimali ekusekelweni.

Uma ukhathazekile ngokuxhumana kweziteshi eziningi, i-osTicket ithwebula izehlakalo kusuka ku-imeyili, amafomu, ifoni, ifeksi, kanye ne-API, okukuvumela ukuthi uhlanganise isiphithiphithi ohlelweni olulodwa futhi ususe ama-silo olwazi.

Uyafuna ukufunda okwengeziwe mayelana nokuthi isebenza kanjani?

Ngokusetshenziswa okufezwe kahle, uzobona amandla alo aphelele: amafomu ahlakaniphile, izimpendulo ezizenzakalelayo eziwusizo , amamethrikhi asebenzayo, kanye nesisekelo solwazi esivimbela amathikithi aphindaphindwayo. Ukuqonda lezi zinto kusheshisa ukulungiswa futhi kuthuthukisa ukwaneliseka komsebenzisi .

Uma ufuna izinto zokubhekisela kuzo, amadokhumenti asemthethweni kanye nomphakathi babelana ngeziqondiso nezibonelo. Ukuthatha le mikhuba emihle kakhulu nokuyivumelanisa nesimo sakho kunciphisa isikhathi sokwamukelwa.

Thatha igxathu ngaphandle kokuthwesa iqembu lakho umthwalo

I-osTicket ingaguqula ukuphathwa kokusekelwa. Uma ukhetha isevisi ephethwe, uzoba neplatifomu elungele, ephephile, neqashwe kahle , enokusekelwa kochwepheshe kusukela ngosuku lokuqala.

Ukulungele ukuqhubekela phambili? Umlingani ofanele uzokusiza ukuthi usebenzise, ​​wenze ngokwezifiso, futhi ukhulise, ngenkathi ugxila isikhathi sakho kulokho okubaluleke kakhulu ebhizinisini lakho . Xhumana nathi bese ucela i-demo noma isilingo ukuze ubone ukuthi ifanelana kanjani nendawo yakho.

Ukuqonda ukwesekwa akukhona ngokucima imililo ngokungapheli, kodwa mayelana nokuyenza inqubo ecacile, elinganisekayo, futhi elula ukuyisebenzisa. Nge-osTicket elungiselelwe kahle—futhi engcono nakakhulu uma iphethwe ochwepheshe— uthola ukuhleleka, isivinini, kanye nokuzethemba kukho konke ukuxhumana nabasebenzisi bakho, ukhulule izinsiza zokusunduza ubuchwepheshe benkampani yakho kulokho okubaluleke ngempela.