After you have successfully logged into the system the web interface is loaded.
Per default you are in the QueueView after the login.
The QueueView provides you a quick
overview about tickets in the different queues, notifies about new
messages, tells you how many locked tickets you have, e.g.
To improve the clarity the web interface is separated into different areas.
The black bar on top of the windows shows some general information like the
current time and date, your name and your mail address. Also on the left
site a link is displayed that can be used to reload the page.
The white bar below is the navigation bar. It shows buttons that enables you to
navigate to different areas or modules of the system and lets you execute
some global actions. The navbar is divided into three parts. In the left
area the logout button, the button to activate the QueueView, a button to
load the customer back-end and a button to load the full-text search are
displayed. The "Phone-Ticket" button and "Email-Ticket" button lets you
create a new phone or email ticket. The stats button is leading to a screen
where some system stats can be generated. With the preference button you
can reach the screen to change your own account settings. "Bulk-Action"
opens a screen to execute some actions on marked tickets, e.g. to close or
move more than one ticket.
The middle part of the navbar shows the buttons for the navigation to the
other modules of the system. After a standard installation you only see the
"Admin" button, if you are logged in as OTRS administrator. If some additional
application are installed, e.g. the file manager or the web mailer, buttons
to reach this applications are also displayed.
At the right site of the navbar you can get an overview on how many tickets
you have locked and if new messages for you have been arrived.
The grey bar below the navbar shows different system messages. If you are
logged in as OTRS administrator you get a message, that you should not work
as administrator. If the calendar module is installed, the next events are
displayed in this section.
The black bar below shows the queue, which is currently selected or tells
you, that "My Queues" is selected. "My Queues" are the queues, that you
want to observe more attentive. You can select the queues for "My Queues"
in your
account preferences
.
Below the area with the currently selected queue a grey bar is displayed
that contains informations about the tickets in the system. The next bar
shows all queues and their number of open tickets. On a fresh installed
system you can see, that the "raw" queue contains one new ticket and "My
Queues" is empty.
If you select the "raw" queue, the interface will be reloaded and the
content of the queue is displayed. Now the lower part of the screen
contains additional information about the new ticket in the "raw" queue. A
black bar is filled with the ID of the ticket and its age. At the left site
of this bar the checkbox is available that lets you mark the ticket for
the bulk action. The next grey line contains the actions that can be done
with the ticket (e.g. Lock, Zoom, History). On the right site of this line
the date and time when the ticket was created is displayed.
Below the interface is divided into two parts. On the left site a preview
of the ticket is displayed in white color. The sender of the ticket, the
recipient address, the subject and the first lines are shown. On the right
site some additional information for the ticket are displayed in grey color,
e.g. the priority and the status. Some buttons allow to answer the ticket,
make a telephone note or move the ticket into another queue.
On the bottom of the screen the site footer is displayed in black color. It
also contains some buttons to activate the QueueView, jump to the beginning
of the screen, e.g.
