OTRS 3.0 - Admin Manual

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Revision as of 18:26, 21 April 2011

Copyright © 2003-2010 OTRS AG

René Bakker, Stefan Bedorf, Michiel Beijen, Shawn Beasley, Hauke Böttcher, Jens Bothe, Udo Bretz, Martin Edenhofer, Carlos Javier García, Martin Gruner, Manuel Hecht, Christopher Kuhn, André Mindermann, Marc Nilius, Elva María Novoa, Henning Oschwald, Martha Elia Pascual, Thomas Raith, Carlos Fernando Rodríguez, Stefan Rother, Burchard Steinbild, Daniel Zamorano.

This work is copyrighted by OTRS AG.

You may copy it in whole or in part as long as the copies retain this copyright statement.

UNIX is a registered trademark of X/Open Company Limited. Linux is a registered trademark of Linus Torvalds. MS-DOS, Windows, Windows 95, Windows 98, Windows NT, Windows 2000, Windows XP, Windows 2003, Windows Vista and Windows 7 are registered trademarks of Microsoft Corporation. Other trademarks and registered trademarks are: SUSE and YaST of SUSE Linux GmbH, Red Hat and Fedora are registered trademarks of Red Hat, Inc. Mandrake is a registered trademark of MandrakeSoft, SA. Debian is a registered trademark of Software in the Public Interest, Inc. MySQL and the MySQL Logo are registered trademarks of MySQL AB.

All trade names are used without the guarantee for their free use and are possibly registered trade marks.

OTRS AG essentially follows the notations of the manufacturers. Other products mentioned in this manual may be trademarks of the respective manufacturer.

Table of Contents

0. Preface
1. Trouble Ticket Systems - The Basics
2. OTRS - Open Ticket Request System
3. Installation
4. First steps
5. The ADMIN area of OTRS
6. System Configuration
7. Sending/Receiving emails
8. Time related functions
9. Ticket Responsibility & Ticket Watching
10. Customize the PDF output
11. Using external backends
12. States
13. Modifying ticket priorities
14. Creating your own themes
15. Localization of the OTRS frontend
16. PGP
17. S/MIME
18. Access Control Lists (ACLs)
19. Stats module
20. Additional applications
21. Performance Tuning
22. Backing up the system

1. Additional Resources
2. Configuration Options Reference
3. Credits
4. GNU Free Documentation License

1. List of Tables
2. List of Examples