. OTRS 3.0 - Admin Manual
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Revision as of 05:29, 22 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
- Chapter 2. OTRS - Open Ticket Request System
- Chapter 3. Installation
- Chapter 5. The ADMIN area of OTRS
- 5.1. Basics
- 5.2. Agents, Groups and Roles
- 5.3. Customers and Customer Groups
- 5.4. Queues
- 5.5. Salutations, signatures, attachments and responses
- 5.6. Auto responses
- 5.7. Email addresses
- 5.8. Notifications
- OTRS 3.0 - Admin Manual/Chapter 5/91
- 5.10. PGP
- 5.11. States
- 5.12. SysConfig
- 5.13. Using mail accounts
- 5.14. Filtering incoming messages
- 5.15. Executing automated jobs with the GenericAgent
- 5.16. Admin email
- 5.17. Session management
- 5.18. System Log
- 5.19. SQL queries via the SQL box
- 5.20. Package Manager
- Chapter 6. System Configuration
- Chapter 7. Sending/Receiving emails
- Chapter 8. Time related functions
- Chapter 9. Ticket Responsibility & Ticket Watching
- Chapter 10. Customize the PDF output
- Chapter 11. Using external backends
- Chapter 12. States
- Chapter 13. Modifying ticket priorities
- Chapter 14. Creating your own themes
- Chapter 15. Localization of the OTRS frontend
- Chapter 16. PGP
- Chapter 17. S/MIME
- Chapter 18. Access Control Lists (ACLs)
- Chapter 19. Stats module
- Chapter 20. Additional applications
- Chapter 21. Performance Tuning
- Chapter 22. Backing up the system
