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OTRS 2.1 - Admin Manual

Copyright © 2003-2007 OTRS AG

Richard Kammermeyer, Christian Schöpplein, Stefan Rother, Thomas Raith, Burchard Steinbild, Andre Mindermann, Christopher Kuhn, Martin Edenhofer

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 and Windows 2003 are registered trademarks of Microsoft Corporation. Other trademarks and registered trademarks are: SUSE and YaST of SUSE 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
1. Basics about trouble ticket systems
1.1. What is a trouble ticket system, when do you need it?
1.2. What is a trouble ticket?
2. OTRS - Open Ticket Request System
2.1. Basics
2.2. Features
2.2.1. New features of OTRS 2.1
2.3. Hard and software requirements
2.4. Community
2.5. Commercial Support for OTRS
3. Installation of the OTRS framework
3.1. The simple way - Installation of prebuilt packages
3.1.1. Installing the rpm on a SUSE distro
3.1.2. Installing OTRS on a Debian system
3.1.3. Installing OTRS on Microsoft Windows systems
3.2. Installation from source (Linux, Unix)
3.2.1. Preparing the installation from source
3.2.2. Installation of needed perl modules
3.2.3. Configuring the apache web server
3.2.4. Configuring the database
3.2.5. Setting up the cron jobs for OTRS
4. First steps in OTRS
4.1. Agent web interface
4.2. Customer web interface
4.3. Public web interface
4.4. First login
4.5. An overview to the web interface
4.6. What is a queue?
4.7. User preferences
5. The admin area of OTRS
5.1. Basics
5.2. User, groups and roles
5.2.1. User
5.2.2. Groups
5.2.3. Roles
5.3. Customer users and customer groups
5.3.1. Customer users
5.3.2. Customer groups
5.4. Queues
5.5. Salutations, signatures, attachments and responses
5.5.1. Salutations
5.5.2. Signatures
5.5.3. Attachments
5.6. Auto answers
5.7. Email addresses
5.8. Notifications
5.9. SMIME
5.10. PGP
5.11. States
5.12. The graphical configuration frontend (SysConfig)
5.13. Using POP3 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 select box
5.20. Package manager
6. Configuring the system
6.1. The config files of OTRS
6.2. Configuring the system through the web interface
7. Sending/Receiving emails
7.1. Sending emails
7.1.1. Via Sendmail (default)
7.1.2. Via SMTP relay/smarthost
7.2. Receiving emails
7.2.1. Via POP3 accounts - the easy way (PostMasterPOP3.pl)
7.2.2. Via command line program and e.g. procmail (PostMaster.pl)
7.2.3. Fetching emails via POP3 or IMAP and fetchmail for PostMaster.pl
7.2.4. Filtering/dispatching by OTRS/PostMaster modules (for more complex dispatching)
8. Time related functions in OTRS
8.1. Specifying the relevant times for OTRS
8.1.1. TimeWorkingHours
8.1.2. TimeVacationDays
8.1.3. TimeVacationDaysOneTime
8.2. Automated Unlocking
8.3. Pending Tickets
8.4. Escalation Properties
9. Using external backends
9.1. Customer data
9.2. Customer user backend
9.2.1. Database (Default)
9.2.2. LDAP
9.2.3. Use more than one customer backend with OTRS
9.3. Backends to authentificate agents and customer users
9.3.1. Authentification backends for agents
9.3.2. Authentification backends for customer users
9.4. Customize the customer self registration
9.4.1. Customizing the web interface
9.4.2. Customer mapping
9.4.3. Customize the customer_user table in the OTRS DB
10. Modifying ticket states and ticket state types
11. Modifying ticket priorities
12. Creating own themes
13. Localization of the OTRS frontend
14. PGP
15. S/MIME
16. Additional applications
16.1. Calendar
16.2. Content manager
16.3. File manager
16.4. Web mailer
16.5. FAQ
16.6. System status
17. Performance Tuning
17.1. OTRS
17.1.1. TicketIndexModule
17.1.2. TicketStorageModule
17.2. Database
17.2.1. MySQL
17.2.2. PostgreSQL
17.3. Webserver
17.3.1. Preestablish datababase connections
17.3.2. Preloaded modules - startup.pl
17.3.3. Reload perl modules when updated on disk
17.3.4. Choosing the Right Strategy
17.3.5. mod_gzip/mod_deflate
17.3.6. mod_dosevasive
18. Backing up the system
18.1. Backup
18.2. Restore
A. Additional Resources
A.1. Homepage OTRS.org
A.2. Mailinglists
A.3. Bugtracking
A.4. Commercial Support
B. Config Referenzliste
B.1. Framework
B.1.1. Core
B.1.2. Core::Log
B.1.3. Core::MIME-Viewer
B.1.4. Core::PDF
B.1.5. Core::Package
B.1.6. Core::PerformanceLog
B.1.7. Core::SOAP
B.1.8. Core::Sendmail
B.1.9. Core::Session
B.1.10. Core::SpellChecker
B.1.11. Core::Stats
B.1.12. Core::Stats::Graph
B.1.13. Core::Time
B.1.14. Core::Time::Calendar1
B.1.15. Core::Time::Calendar2
B.1.16. Core::Time::Calendar3
B.1.17. Core::Time::Calendar4
B.1.18. Core::Time::Calendar5
B.1.19. Core::Time::Calendar6
B.1.20. Core::Time::Calendar7
B.1.21. Core::Time::Calendar8
B.1.22. Core::Time::Calendar9
B.1.23. Core::Web
B.1.24. Crypt::PGP
B.1.25. Crypt::SMIME
B.1.26. Frontend::Admin::ModuleRegistration
B.1.27. Frontend::Agent
B.1.28. Frontend::Agent::Auth::LDAP
B.1.29. Frontend::Agent::ModuleNotify
B.1.30. Frontend::Agent::ModuleRegistration
B.1.31. Frontend::Agent::Preferences
B.1.32. Frontend::Agent::Stats
B.1.33. Frontend::Customer
B.1.34. Frontend::Customer::Auth
B.1.35. Frontend::Customer::ModuleNotify
B.1.36. Frontend::Customer::ModuleRegistration
B.1.37. Frontend::Customer::Preferences
B.1.38. Frontend::Public::ModuleRegistration
B.2. Ticket
B.2.1. Core::ArticleFreeText
B.2.2. Core::LinkObject
B.2.3. Core::PostMaster
B.2.4. Core::Ticket
B.2.5. Core::TicketFreeText
B.2.6. Core::TicketFreeTextDefault
B.2.7. Core::TicketFreeTime
B.2.8. Core::TicketWatcher
B.2.9. Frontend::Admin::ModuleRegistration
B.2.10. Frontend::Agent
B.2.11. Frontend::Agent::ModuleNotify
B.2.12. Frontend::Agent::ModuleRegistration
B.2.13. Frontend::Agent::NavBarModule
B.2.14. Frontend::Agent::Preferences
B.2.15. Frontend::Agent::Ticket::ArticleAttachmentModule
B.2.16. Frontend::Agent::Ticket::ArticleComposeModule
B.2.17. Frontend::Agent::Ticket::ArticleViewModule
B.2.18. Frontend::Agent::Ticket::ArticleViewModulePre
B.2.19. Frontend::Agent::Ticket::MenuModule
B.2.20. Frontend::Agent::Ticket::MenuModulePre
B.2.21. Frontend::Agent::Ticket::ViewBounce
B.2.22. Frontend::Agent::Ticket::ViewClose
B.2.23. Frontend::Agent::Ticket::ViewCompose
B.2.24. Frontend::Agent::Ticket::ViewCustomer
B.2.25. Frontend::Agent::Ticket::ViewCustomerFollowUp
B.2.26. Frontend::Agent::Ticket::ViewEmailNew
B.2.27. Frontend::Agent::Ticket::ViewForward
B.2.28. Frontend::Agent::Ticket::ViewFreeText
B.2.29. Frontend::Agent::Ticket::ViewHistory
B.2.30. Frontend::Agent::Ticket::ViewMailbox
B.2.31. Frontend::Agent::Ticket::ViewMerge
B.2.32. Frontend::Agent::Ticket::ViewMove
B.2.33. Frontend::Agent::Ticket::ViewNote
B.2.34. Frontend::Agent::Ticket::ViewOwner
B.2.35. Frontend::Agent::Ticket::ViewPending
B.2.36. Frontend::Agent::Ticket::ViewPhoneNew
B.2.37. Frontend::Agent::Ticket::ViewPhoneOutbound
B.2.38. Frontend::Agent::Ticket::ViewPriority
B.2.39. Frontend::Agent::Ticket::ViewQueue
B.2.40. Frontend::Agent::Ticket::ViewResponsible
B.2.41. Frontend::Agent::Ticket::ViewSearch
B.2.42. Frontend::Agent::Ticket::ViewStatus
B.2.43. Frontend::Agent::Ticket::ViewZoom
B.2.44. Frontend::Customer
B.2.45. Frontend::Customer::ModuleRegistration
B.2.46. Frontend::Customer::Preferences
B.2.47. Frontend::Customer::Ticket::ViewNew
B.2.48. Frontend::Customer::Ticket::ViewSearch
B.2.49. Frontend::Customer::Ticket::ViewZoom
C. Credits
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
3-1. Needed perl modules for OTRS
3-2. Description of the several cron job scripts
5-1. Default groups after OTRS has been installed
5-2. Rights in the user groups of OTRS
5-3. Events for auto answers
5-4. Function of the different X-OTRS-headers
8-1. Unlock Properties
8-2. Escalation Properties
A-1. Mailinglists
List of Examples
5-1. Sort spam mails into a specific queue
7-1. .fetchmailrc
7-2. Example jobs for the filter module Kernel::System::PostMaster::Filter::Match
7-3. Example job for the filter module Kernel::System::PostMaster::Filter::CMD
8-1. Specifying the relevant working hours for the system
8-2. Specifying regular holidays in the system
8-3. Specifying irregular holidays in the system
8-4. GenericAgent job to send notification on escalated tickets
9-1. Configuring a DB customer backend
9-2. Using company tickets with a DB backend
9-3. Configuring a LDAP customer backend
9-4. Using Company tickets with a LDAP backend
9-5. Using more than one customer backend with OTRS
9-6. Authenticate agents agains a DB backend
9-7. Authenticate agents against a LDAP backend
9-8. Authenticate agents via HTTPBasic
9-9. Authenticate agents against a radius backend
9-10. Customer user authentification against a DB backend
9-11. Customer user authentification against a LDAP backend
9-12. Customer user authentification with HTTPBasic
9-13. Customer user authentification against a radius backend
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  Preface