- HTML Admin-Manual
- PDF Admin-Manual
- HTML ITSM-Manual
- PDF ITSM-Manual
- HTML Developer-Manual
- PDF Developer-Manual
- HTML Developer-API
Copyright © 2003-2009 OTRS AG
René Bakker, Hauke Böttcher, Stefan Bedorf, Shawn Beasley, 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, Windows 2003 and Windows Vista 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
- 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
- Users, groups and roles
- Customer users and customer groups
- Queues
- Salutations, signatures, attachments and responses
- Auto answers
- Email addresses
- Notifications
- SMIME
- PGP
- States
- 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
- 9. Ticket responsibility and ticket watching
- 10. Customize the PDF output
- 11. Using external backends
- 12. States
- 13. Modifying ticket priorities
- 14. Creating your 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. Configuration Options Reference
- 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
- Core::WebUserAgent
- Crypt::PGP
- Crypt::SMIME
- Frontend::Admin::ModuleRegistration
- Frontend::Agent
- Frontend::Agent::Dashboard
- 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::TicketBulkAction
- Core::TicketFreeText
- Core::TicketFreeTextDefault
- Core::TicketFreeTime
- Core::TicketWatcher
- Frontend::Admin::ModuleRegistration
- Frontend::Agent
- Frontend::Agent::CustomerSearch
- Frontend::Agent::Dashboard
- 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::ViewBulk
- Frontend::Agent::Ticket::ViewClose
- Frontend::Agent::Ticket::ViewCompose
- Frontend::Agent::Ticket::ViewCustomer
- 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::Agent::TicketOverview
- Frontend::Customer
- Frontend::Customer::ModuleRegistration
- Frontend::Customer::Preferences
- Frontend::Customer::Ticket::ViewNew
- Frontend::Customer::Ticket::ViewSearch
- Frontend::Customer::Ticket::ViewZoom
- Frontend::Queue::Preferences
- Frontend::SLA::Preferences
- Frontend::Service::Preferences
- C. Credits
- D. GNU Free Documentation License
List of Tables
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
- 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 against a DB backend
- 11.7. Authenticate agents against a LDAP backend
- 11.8. Authenticate agents using HTTPBasic
- 11.9. Authenticate agents against a radius backend
- 11.10. Customer user authentication against a DB backend
- 11.11. Customer user authentication against a LDAP backend
- 11.12. Customer user authentication with HTTPBasic
- 11.13. Customer user authentication 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