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OTRS 1.3 - Manual

Martin Edenhofer

OTRS core team

                        
                        

Sebastian Wormser

OTRS core team

                        
                        

Robert Kehl

((otrs.de)) team

                        
                        

Copyright © 2001-2004 Martin Edenhofer

Dedication

This manual is dedicated to the nice folks of Cafe Lucas and Enchilada (two restaurants in Nuernberg). Thanks for the happy hour! Today we hang out mostly in Frankfurt but we still remember the good times in Nuernberg.

Table of Contents
Foreword
1. Install OTRS
Installing the rpm on a SuSE Linux (the quick and easy way)
Using the tar.gz file to install OTRS on any Linux/Unix plattform
Install
Database
Webserver
Install OTRS on Microsoft Windows
otrs4win32 - The Automatic Installer
Upgrading
Step-by-Step: The Manual Installation
2. Basics about a Trouble Ticket System
A simple example for a small Trouble Ticket System
What is a trouble ticket in the OTRS?
What is a ticket queue?
3. First steps
Login as root and create a new account
Login with user privilege
4. Ticket topics
Answer ticket via email
Answer ticket via phone
Zoom ticket
History of ticket
Add note to ticket
Close ticket
Forward ticket
Ticket priority
Ticket print view
5. System-Email-Notifications
Agent-Notifications
new ticket
ticket follow up
new ticket in custom queue
ticket lock timeout
Customer-Notifications (min 1.1)
ticket state
ticket owner
ticket queue
6. Auto-Response
Reply
Follow up
Reject
Closed -> new Ticket
7. Receiving emails
Via POP3 accounts - the easy way (PostMasterPOP3.pl)
Via command line program and e. g. procmail (PostMaster.pl)
Fetching emails via POP3 or IMAP and fetchmail for PostMaster.pl
Filtering/dispatching by OTRS/Webinterface
Filtering/dispatching by OTRS/PostMaster modules (for more complex dispatching)
Filtering/dispatching by Procmail (for more complex dispatching)
Example for filtering/dispatching by Procmail and a webform
8. Sending emails
Via Sendmail (default)
Via SMTP relay/smarthost (min. OTRS 1.1)
9. User
How it works
Admin-Interface
User Backend
User Auth Backend
Database (default)
LDAP
HTTPBasicAuth
Radius
10. Customer
How it works
Agent-Interface
Admin-Interface
Customer-Interface
Customer User Backend
Database (default)
LDAP
Customer Auth Backend
Database (default)
LDAP
HTTPBasicAuth
Radius
Customize Customer Self Registration
Template
Customer Map
Modify Customer Table
11. LDAP Integration
Active Directory
Preparations
Configuration
Agent Authentication
Customer Authentication
Get Customer User Information
Tips & Tricks
12. Permissions
Group/User/Queue Permission
Module Permission - Agent/Admin Interface
13. Config File
TicketHook
FQDN
utf-8
Log
Check Email Options
Max. Postmaster email
Ticket number format
Database settings
ASP (Application Service Provider) options
Custom Queue
Ticket Free Text
QueueListType
Customer Panel
Session management
URL login and logout settings
agent area default settings
SpellChecker
Response Format (compose answer)
14. Cronjobs
How it works - setup
Default cronjobs
aaa_base
pending_jobs
postmaster
postmaster_pop3
unlock
session
rebuild_ticket_index
generic_agent-database
generic_agent
15. Generic-Agent
Web-Interface (preferred)
Config File (optional)
Examples
16. Language translations
New translation files
Translation for Actions
Customizing Translations
17. Customize the frontend
The dtl syntax
Examples of dtl files
Motd.dtl
Login.dtl
Header.dtl
Create a new theme
18. Customize Ticket State (min. OTRS 1.1)
19. Customize Ticket Priority (min. OTRS 1.1)
20. Multi Hosting
Multi Group
Multi Setup
21. Performance Tuning
OTRS
TicketIndexModule
TicketStorageModule
Database
MySQL
PostgreSQL
Webserver
Preestablish datababase connections
Preloaded modules - startup.pl
Reload perl modules when updated on disk
Choosing the Right Strategy
mod_gzip
mod_dosevasive
22. The FAQ System
What are FAQs?
Preparations
Interfaces
FAQ Functions
FAQ Agent Functions
FAQ Functions for Customers
FAQ Functions for public FAQs
23. Troubleshooting
General problems with OTRS on SuSE Linux
SuSE Linux 8.0
SuSE Linux and Postfix
General problems with OTRS on Mandrake
Updating Your System
General problems with OTRS on other distributions (e.g. Redhat)
Problems with Apache
Internal Server Error
Error: Can't connect to database!
FreeBSD, PostgeSQL and Apache (install_driver(Pg) failed)
Problems with MySQL
Check the database connection
Access denied for user: 'otrs@localhost'
Lost root password of MySQL
http://localhost/otrs/installer.pl
Problems - misc
Problems with receiving emails
Lost root password of OTRS
24. Developer's guide
Coding Style Guide
Formatting
Naming
Code header
Misc
OTRS Framework
Core Modules
Web-Frontend-Handle
Web-Frontend-Modules
CMD Frontend
25. Developer's guide - Writing OTRS Modules
AgentInterface Notification Modules
CustomerInterface Notification Modules
Ticket Number Generator
Agent Auth Modules
Customer Auth Modules
Customer User Modules
PostMaster Filter Modules
Generic Agent Modules
Agent Ticket Permission Modules
Customer Ticket Permission Modules
26. FAQ
Glossary
A. Online resources
Homepage
Mailinglists
Bugtracking
B. The OTRS core team
Martin Edenhofer
Sebastian Wormser
Robert Kehl
C. Credits
D. RFC 1297
E. 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
Bibliography
List of Examples
7-1. .fetchmailrc
7-2. .procmailrc
11-1. Kernel/Config.pm - AuthModule
11-2. Kernel/Config.pm - AuthModule::LDAP settings
11-3. Kernel/Config.pm - AuthModule::LDAP::SearchUser settings
11-4. Kernel/Config.pm - Customer::AuthModule LDAP settings
11-5. Kernel/Config.pm - CustomerUser::LDAP settings
11-6. Kernel/Config.pm - GroupDN for Agents
11-7. Kernel/Config.pm - GroupDN for Customers
11-8. Kernel/Config.pm - AuthModule LDAP settings
13-1. Kernel/Config.pm - TicketHook
13-2. Kernel/Config.pm - FQDN
13-3. Kernel/Config.pm - utf-8
13-4. Kernel/Config.pm - LogModule
13-5. Kernel/Config.pm - CheckEmailAddresses
13-6. Kernel/Config.pm - CheckMXRecord
13-7. Kernel/Config.pm - PostmasterMaxEmails
13-8. Kernel/Config.pm - TicketNumberGenerator
13-9. Kernel/Config.pm - Database settings
13-10. Kernel/Config.pm - ChangeOwnerToEveryone
13-11. Kernel/Config.pm - Custom Queue
13-12. Kernel/Config.pm - TicketFree(Key|Text)(1..8)
13-13. Kernel/Config.pm - QueueListType
13-14. Kernel/Config.pm - Customer Panel
13-15. Kernel/Config.pm - Session management
13-16. Kernel/Config.pm - URL login and logout settings
13-17. Kernel/Config.pm - agent area default settings
13-18. Kernel/Config.pm - SpellChecker
13-19. Kernel/Config.pm - SpellChecker - Agent Preferences
13-20. Kernel/Config.pm - SpellChecker - Must be spell checked
13-21. Kernel/Config.pm - ResponseFormat (unix_style)
13-22. Kernel/Config.pm - ResponseFormat (ms_style)
16-1. Kernel/Language/de.pm - Old file
16-2. Kernel/Language/fr.pm - New file
16-3. Kernel/Language/de_Calendar.pm
16-4. Kernel/Language/de_Custom.pm
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  Foreword