- HTML Admin-Manual
- PDF Admin-Manual
- HTML ITSM-Manual
- PDF ITSM-Manual
- HTML Developer-Manual
- PDF Developer-Manual
- HTML Developer-API
Copyright © 2003-2012 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 github, in the repository doc-admin.
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
- Preface
- 1. Trouble Ticket Systems - The Basics
- 2. OTRS Help Desk
- 3. Installation
- 4. First steps
- 5. The ADMIN area of OTRS
- Basics
- Agents, Groups and Roles
- Customers and Customer Groups
- Queues
- Salutations, signatures, attachments and responses
- Auto responses
- Email addresses
- Notifications
- SMIME
- PGP
- States
- SysConfig
- Using mail accounts
- Filtering incoming email messages
- Executing automated jobs with the GenericAgent
- Admin email
- Session management
- System Log
- SQL queries via the SQL box
- Package Manager
- Web Services
- Dynamic Fields
- 6. System Configuration
- 7. Sending/Receiving emails
- 8. Time related functions
- 9. Ticket Responsibility & Ticket Watching
- 10. Customizing 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. Generic Interface
- 21. OTRS Scheduler
- 22. Dynamic Fields
- Introduction
- Configuration
- Adding a Dynamic Field
- Text Dynamic Field Configuration
- Textarea Dynamic Field Configuration
- Checkbox Dynamic Field Configuration
- Dropdown Dynamic Field Configuration
- Multiselect Dynamic Field Configuration
- Date Dynamic Field Configuration
- Date / Time Dynamic Field Configuration
- Editing a Dynamic Field
- Showing a Dynamic Field on a Screen
- Setting a Default Value by a Ticket Event Module
- Set a Default Value by User Preferences
- Updating from OTRS 3.0
- 23. Additional applications
- 24. Performance Tuning
- 25. 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::ReferenceData
- 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::AdminCustomerUser
- Frontend::Admin::ModuleRegistration
- Frontend::Agent
- Frontend::Agent::Dashboard
- Frontend::Agent::LinkObject
- Frontend::Agent::ModuleMetaHead
- Frontend::Agent::ModuleNotify
- Frontend::Agent::ModuleRegistration
- Frontend::Agent::NavBarModule
- Frontend::Agent::Preferences
- Frontend::Agent::SearchRouter
- 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
- Core::FulltextSearch
- Core::LinkObject
- Core::PostMaster
- Core::Stats
- Core::Ticket
- Core::TicketACL
- Core::TicketBulkAction
- Core::TicketDynamicFieldDefault
- Core::TicketWatcher
- Frontend::Admin::ModuleRegistration
- Frontend::Agent
- Frontend::Agent::CustomerSearch
- Frontend::Agent::Dashboard
- Frontend::Agent::ModuleMetaHead
- Frontend::Agent::ModuleNotify
- Frontend::Agent::ModuleRegistration
- Frontend::Agent::Preferences
- Frontend::Agent::SearchRouter
- 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::ViewPhoneInbound
- Frontend::Agent::Ticket::ViewPhoneNew
- Frontend::Agent::Ticket::ViewPhoneOutbound
- Frontend::Agent::Ticket::ViewPrint
- 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::Agent::ToolBarModule
- Frontend::Customer
- Frontend::Customer::ModuleMetaHead
- Frontend::Customer::ModuleRegistration
- Frontend::Customer::Preferences
- Frontend::Customer::Ticket::ViewNew
- Frontend::Customer::Ticket::ViewPrint
- 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
- 3.1. Needed Perl modules for OTRS
- 3.2. Description of several cron job scripts.
- 5.1. Default groups available on a fresh OTRS installation
- 5.2. Rights associated with OTRS Groups
- 5.3. Events for Auto answers
- 5.4. Function of the different X-OTRS-headers
- 21.1. List of Init Scripts And Supported Operating Systems
- 22.1. The following fields will be added into the system:
- 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
- 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 allowing movement into a queue of only those tickets with ticket priority 5 stored in the database.
- 18.3. ACL disabling the closing of tickets in the raw queue, and hiding the close button.
- 18.4. ACL removing always state closed successful.
- 18.5. ACL only showing Hardware services for tickets that are created in queues that start with "HW".
- 18.6. Reference showing all possible important ACL settings.
- 19.1. Definition of a value series - one element
- 19.2. Definition of a value series - two elements
- 21.1. Example To Start The OTRS Scheduler Form An Init.d Script
- 21.2. Example To Start The OTRS Scheduler
- 21.3. Example To Force Stop The OTRS Scheduler
- 21.4. Example To Register The OTRS Scheduler Into the Widows SCM
- 21.5. Example To Start The OTRS Scheduler
- 21.6. Example To Force Stop The OTRS Scheduler
- 22.1. Activate Field1 in New Phone Ticket Screen.
- 22.2. Activate Field1 in New Phone Ticket Screen as mandatory.
- 22.3. Activate several fields in New Phone Ticket Screen.
- 22.4. Deactivate some fields in New Phone Ticket Screen.
- 22.5. Activate Field1 in Ticket Zoom Screen.
- 22.6. Activate Field1 in Ticket Overview Small Screens.
- 22.7. Activate Field1 in TicketCreate event.
- 22.8. Activate Field1 in the User preferences.