TECHSYS – HW a SW, a.s.
TECHSYS – HW a SW, a.s. delivers and services technology and IT solutions for customers in the energy and industrial sectors. It manages service requests in an OTRS / Znuny helpdesk, which we develop and look after long term.
Platform upgrade and modernisation. We prepared and carried out upgrades of the helpdesk to newer versions, including preparation for the move to Znuny LTS releases, so the system stays supported and secure. We ported and adapted our extension packages to the new platform version.
Processes and notifications. We set up and fine-tuned process tickets for service interventions – from receiving the request to resolving it – including dynamic fields, e-mail notifications for both customers and agents, and correct formatting of message bodies. We also advised on the look and visibility of process buttons in the user interface.
Reporting. We designed and implemented reports for tracking SLA breaches and for evaluating faults by cause and action taken, including CSV and Excel exports with correct Czech character encoding.
Authentication and technical support. We deployed and tested LDAP authentication for the customer-facing helpdesk interface (combined with local accounts) and handle smaller technical tasks in customers’ projects, such as network configuration changes of communication systems and checks of technical account settings in SCADA environments.