. OTRS 3.0 - Admin Manual

From open-support.info

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

Preface

Chapter 1 Trouble Ticket Systems - The Basics

OTRS 3.0 - Admin Manual/Chapter 1/1

OTRS 3.0 - Admin Manual/Chapter 1/2

Chapter 2. OTRS - Open Ticket Request System

2.1. Basics

2.2. Features

2.3. Hardware and software requirements

2.4. Community

2.5. Commercial Support for OTRS

Chapter 3. Installation

3.1. The simple way - Installation of pre-built packages

3.2. Installation from source (Linux, Unix)

3.3. Upgrading the OTRS Framework

3.4. Upgrading Windows Installer

Chapter 4. First steps

4.1. Agent web interface

4.2. Customer web interface

4.3. Public web interface

4.4. First login

4.5. The web interface - an overview

4.6. What is a queue?

4.7. User preferences

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

5.9. SMIME

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

6.1. OTRS config files

6.2. Configuring the system through the web interface

Chapter 7. Sending/Receiving emails

7.1. Sending emails

7.2. Receiving emails

Chapter 8. Time related functions

8.1. Setting up business hours, holidays and time zones

8.2. Automated Unlocking

Chapter 9. Ticket Responsibility & Ticket Watching

9.1. Ticket Responsibility

9.2. Ticket watching

Chapter 10. Customize the PDF output

Chapter 11. Using external backends

11.1. Customer data

11.2. Customer user backend

11.3. Backends to authenticate Agents and Customers

11.4. Customize the customer self-registration

Chapter 12. States

OTRS 3.0 - Admin Manual/Chapter 12/1

OTRS 3.0 - Admin Manual/Chapter 12/2

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

19.1. Handling of the module by the agent

19.2. Administration of the stats module by the OTRS administrator

19.3. Administration of the stats module by the system administrator

Chapter 20. Additional applications

20.1. Calendar

20.2. File Manager

20.3. Web Mail

20.4. FAQ

Chapter 21. Performance Tuning

21.1. OTRS

21.2. Database

21.3. Webserver

Chapter 22. Backing up the system

Chapter 22.1. Backup

22.2. Restore

Appendix A. Additional Resources

A.1. Homepage OTRS.org

A.2. Mailing lists

A.3. Bug tracking

A.4. Commercial Support

Appendix B. Configuration Options Reference

B.1. Framework

B.2. Ticket

Appendix C. Credits

Appendix D. GNU Free Documentation License

0. PREAMBLE

1. APPLICABILITY AND DEFINITIONS

2. VERBATIM COPYING

3. COPYING IN QUANTITY

4. MODIFICATIONS

5. COMBINING DOCUMENTS

6. COLLECTIONS OF DOCUMENTS

7. AGGREGATION WITH INDEPENDENT WORKS

8. TRANSLATION

9. TERMINATION

10. FUTURE REVISIONS OF THIS LICENSE

How to use this License for your documents

List of Tables

List of Examples