- Admin Manual (HTML)
- Admin Manual (PDF)
- ITSM Manual (HTML)
- ITSM Manual (PDF)
- Developer Manual (HTML)
- Developer Manual (PDF)
- Appliance Manual (HTML)
- Appliance Manual (PDF)
- API Reference (HTML)
Copyright © 2003-2011 OTRS AG
René Bakker, Stefan Bedorf, Michiel Beijen, Shawn Beasley, Hauke Böttcher, Jens Bothe, Udo Bretz, Martin Edenhofer, Carlos Javier García, Martin Gruner, Manuel Hecht, Christopher Kuhn, André Mindermann, Marc Nilius, Elva María Novoa, Henning Oschwald, Martha Elia Pascual, Thomas Raith, Carlos Fernando Rodríguez, Stefan Rother, Burchard Steinbild, Daniel Zamorano.
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.
The source code of this document can be found at source.otrs.org.
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, Windows Vista and Windows 7 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 Oracle Corporation and/or its affiliates.
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
- 1. Trouble Ticket Systems - The Basics
- 2. OTRS - Open Ticket Request System
- 3. Installation
- The simple way - Installation of pre-built packages
- Installation from source (Linux, Unix)
- Upgrading the OTRS Framework
- Upgrading Windows Installer
- 4. First steps
- 5. The ADMIN area of OTRS
- Agents, Groups and Roles
- Customers and Customer Groups
- Salutations, signatures, attachments and responses
- Auto responses
- Email addresses
- 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. System Configuration
- 7. Sending/Receiving emails
- Sending emails
- Receiving emails
- 8. Time related functions
- 9. Ticket Responsibility & Ticket Watching
- 10. Customize the PDF output
- 11. Using external backends
- Customer data
- Customer user backend
- Backends to authenticate Agents and Customers
- Customize the customer self-registration
- 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
- Handling of the module by the agent
- Administration of the stats module by the OTRS administrator
- Administration of the stats module by the system administrator
- 20. Additional applications
- 21. Performance Tuning
- 22. Backing up the system
- A. Additional Resources
- B. Credits
- C. 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 an LDAP customer backend
- 11.4. Using Company tickets with an 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 an 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 an LDAP backend
- 11.12. Customer user authentication with HTTPBasic
- 11.13. Customer user authentication against a Radius backend
- 18.1. ACL allowing movement into a queue of only those tickets with ticket priority 5.
- 18.2. ACL disabling the closing of tickets in the raw queue, and hiding the close button.
- 18.3. ACL removing the status for all agents, only providing it for a group.
- 18.4. ACL only showing Hardware services for tickets that are created in queues that start with "HW".
- 19.1. Definition of a value series - one element
- 19.2. Definition of a value series - two elements