- HTML Admin-Manual
- PDF Admin-Manual
- HTML ITSM-Manual
- PDF ITSM-Manual
- HTML Developer-Manual
- PDF Developer-Manual
- HTML Developer-API
Copyright © 2003-2008 OTRS AG
René Bakker, Hauke Böttcher, Jens Bothe, Udo Bretz, Martin Edenhofer, Manuel Hecht, Christopher Kuhn, André Mindermann, Henning Oschwald, Thomas Raith, Stefan Rother, Burchard Steinbild
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 AG, 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
- 2. OTRS - Open Ticket Request System
- 3. Installation / Upgrade of the OTRS framework
- 4. First steps in OTRS
- 5. The admin area of OTRS
- Basics
- User, groups and roles
- Customer users and customer groups
- Queues
- Salutations, signatures, attachments and responses
- Auto answers
- Email addresses
- Notifications
- SMIME
- PGP
- States
- The graphical configuration frontend (SysConfig)
- Using mail accounts
- Filtering incoming messages
- Executing automated jobs with the GenericAgent
- Admin email
- Session management
- System Log
- SQL queries via the SQL box
- Package manager
- 6. Configuring the system
- 7. Sending/Receiving emails
- 8. Time related functions in OTRS
- 9. Ticket responsibility and ticket watching
- 10. Set-up of the pdf output
- 11. Using external backends
- 12. Modifying ticket states and ticket state types
- 13. Modifying ticket priorities
- 14. Creating own themes
- 15. Localization of the OTRS frontend
- 16. PGP
- 17. S/MIME
- 18. Access Control Lists (ACLs)
- 19. Stats module
- 20. Additional applications
- 21. Performance Tuning
- 22. Backing up the system
- A. Additional Resources
- B. Config Referenzliste
- Framework
- Core
- Core::LinkObject
- Core::Log
- Core::MIME-Viewer
- Core::MirrorDB
- Core::PDF
- Core::Package
- Core::PerformanceLog
- Core::SOAP
- Core::Sendmail
- Core::Session
- Core::SpellChecker
- Core::Stats
- Core::Stats::Graph
- Core::Time
- Core::Time::Calendar1
- Core::Time::Calendar2
- Core::Time::Calendar3
- Core::Time::Calendar4
- Core::Time::Calendar5
- Core::Time::Calendar6
- Core::Time::Calendar7
- Core::Time::Calendar8
- Core::Time::Calendar9
- Core::Web
- Crypt::PGP
- Crypt::SMIME
- Frontend::Admin::ModuleRegistration
- Frontend::Agent
- Frontend::Agent::Auth::LDAP
- Frontend::Agent::ModuleMetaHead
- Frontend::Agent::ModuleNotify
- Frontend::Agent::ModuleRegistration
- Frontend::Agent::NavBarModule
- Frontend::Agent::Preferences
- Frontend::Agent::Stats
- Frontend::Customer
- Frontend::Customer::Auth
- Frontend::Customer::ModuleMetaHead
- Frontend::Customer::ModuleNotify
- Frontend::Customer::ModuleRegistration
- Frontend::Customer::Preferences
- Frontend::Public
- Frontend::Public::ModuleRegistration
- Ticket
- Core::ArticleFreeText
- Core::FulltextSearch
- Core::PostMaster
- Core::Ticket
- Core::TicketACL
- Core::TicketFreeText
- Core::TicketFreeTextDefault
- Core::TicketFreeTime
- Core::TicketWatcher
- Frontend::Admin::ModuleRegistration
- Frontend::Agent
- Frontend::Agent::ModuleNotify
- Frontend::Agent::ModuleRegistration
- Frontend::Agent::NavBarModule
- Frontend::Agent::Preferences
- Frontend::Agent::Ticket::ArticleAttachmentModule
- Frontend::Agent::Ticket::ArticleComposeModule
- Frontend::Agent::Ticket::ArticleViewModule
- Frontend::Agent::Ticket::ArticleViewModulePre
- Frontend::Agent::Ticket::MenuModule
- Frontend::Agent::Ticket::MenuModulePre
- Frontend::Agent::Ticket::ViewBounce
- Frontend::Agent::Ticket::ViewClose
- Frontend::Agent::Ticket::ViewCompose
- Frontend::Agent::Ticket::ViewCustomer
- Frontend::Agent::Ticket::ViewCustomerFollowUp
- Frontend::Agent::Ticket::ViewEmailNew
- Frontend::Agent::Ticket::ViewEscalation
- Frontend::Agent::Ticket::ViewForward
- Frontend::Agent::Ticket::ViewFreeText
- Frontend::Agent::Ticket::ViewHistory
- Frontend::Agent::Ticket::ViewMailbox
- Frontend::Agent::Ticket::ViewMerge
- Frontend::Agent::Ticket::ViewMove
- Frontend::Agent::Ticket::ViewNote
- Frontend::Agent::Ticket::ViewOwner
- Frontend::Agent::Ticket::ViewPending
- Frontend::Agent::Ticket::ViewPhoneNew
- Frontend::Agent::Ticket::ViewPhoneOutbound
- Frontend::Agent::Ticket::ViewPriority
- Frontend::Agent::Ticket::ViewQueue
- Frontend::Agent::Ticket::ViewResponsible
- Frontend::Agent::Ticket::ViewSearch
- Frontend::Agent::Ticket::ViewStatus
- Frontend::Agent::Ticket::ViewZoom
- Frontend::Customer
- Frontend::Customer::ModuleRegistration
- Frontend::Customer::Preferences
- Frontend::Customer::Ticket::ViewNew
- Frontend::Customer::Ticket::ViewSearch
- Frontend::Customer::Ticket::ViewZoom
- Frontend::Queue::Preferences
- C. Credits
- D. GNU Free Documentation License
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
- 11.1. Configuring a DB customer backend
- 11.2. Using company tickets with a DB backend
- 11.3. Configuring a LDAP customer backend
- 11.4. Using Company tickets with a LDAP backend
- 11.5. Using more than one customer backend with OTRS
- 11.6. Authenticate agents agains a DB backend
- 11.7. Authenticate agents against a LDAP backend
- 11.8. Authenticate agents via HTTPBasic
- 11.9. Authenticate agents against a radius backend
- 11.10. Customer user authentification against a DB backend
- 11.11. Customer user authentification against a LDAP backend
- 11.12. Customer user authentification with HTTPBasic
- 11.13. Customer user authentification against a radius backend
- 18.1. ACL which only allows to move tickets with ticket priority 5 into a queue
- 18.2. ACL, which disables the closing of tickets in the raw queue and hides the close button
- 18.3. ACL, which removes the status for all agents, and only provides it for a group
- 19.1. Definition of a value series - one element
- 19.2. Definition of a value series - two elements
Copyright © 2001-2010 OTRS Team, All Rights Reserved.
