Support / Training

Support Handbook

Training for Support Team members


New members in support should read the following informations:

Once the new support team member fulfilled the requirements of having access to the ticket system OTRS a senior support member will act as tutor of the new support member to guide him through the process and discuss open questions. Some of the open question might be pickup and placed in the TRIAGE training questions.

There is a test that needs to be passed before the tutoring phase is ended. (The test CATS - Triage Challenge.)

Support Engineers (SE)

Once a TRIAGE member is appointed to SE by the board a senior SE will act as tutor of the new SE to guide him through the process.

Support/Training (last edited 2016-06-27 12:32:08 by AlesKastner)