OTRS 4 - Admin Manual
		Next

OTRS 4 - Admin Manual

Copyright © 2003-2015 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, Rolf Schmidt, Burchard Steinbild, Michael Thiessmeier, 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

1. Introduction

Trouble Ticket Systems - The Basics

What is a trouble ticket system, and why do you need one?
What is a trouble ticket?

OTRS Help Desk

Basics
Features
Hardware and software requirements
Community
Professional Services for OTRS

2. Installation

The simple way - Installation of pre-built packages

Installing the RPM on a SUSE Linux server
Installing OTRS on a Red Hat Enterprise Linux or CentOS system
Installing OTRS on a Debian or Ubuntu system

Installation from source (Linux, Unix)

Using the web installer

OTRS on Windows

How to migrate existing Windows installations to Linux

Upgrading OTRS from 3.3 to 4

Additional applications

FAQ

3. First steps

Agent web interface
Customer web interface
Public web interface
First login
The web interface - an overview
The Dashboard
What is a queue?
What is the queue overview?
User preferences

4. Administration

The ADMIN area of OTRS

Basics
Agents, Groups and Roles
Customers and Customer Groups
Queues
Salutations, signatures, attachments and templates
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 Maintenance
System Log
SQL queries via the SQL box
Package Manager
Web Services
Dynamic Fields

System Configuration

OTRS config files
Configuring the system through the web interface

Backing up the system

Backup
Restore

Email settings

Sending/Receiving emails
Secure email with PGP
Secure email with S/MIME

Using external backends

Customer data
Customer user backend
Backends to authenticate Agents and Customers
Customizing the customer self-registration

Ticket settings

Ticket States
Ticket priorities
Ticket Responsibility & Ticket Watching

Time related functions

Setting up business hours, holidays and time zones
Automated Unlocking

Customizing the PDF output

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

Dynamic Fields

Introduction
Configuration

Generic Interface

Generic Interface Layers
Generic Interface Communication Flow
Web Services
Web Service Graphical Interface
Web Service Command Line Interface
Web Service Configuration
Connectors

OTRS Scheduler

Scheduler Graphical Interface
Scheduler Command Line Interface

5. Customization

Access Control Lists (ACLs)

Introduction
Definition
Examples
Reference

Process Management

Introduction
Example process
Implementing the example
Process configuration reference

Creating your own themes

Localization of the OTRS frontend

6. Performance Tuning

TicketIndexModule
SearchIndexModule
TicketStorageModule
Archiving Tickets
Cache

MySQL
PostgreSQL

Pre-established database connections
Preloaded modules - startup.pl
Reload Perl modules when updated on disk
Choosing the Right Strategy
mod_gzip/mod_deflate

A. Additional Resources

B. Configuration Options Reference

DynamicFields

GenericInterface

ProcessManagement

C. 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

4.1. Default groups available on a fresh OTRS installation
4.2. Rights associated with OTRS Groups
4.3. Additional permission groups
4.4. Events for Auto answers
4.5. Function of the different X-OTRS-headers
4.6. The following fields will be added into the system:
4.7. List of init scripts and supported Operating Systems
A.1. Mailinglists

List of Examples

4.1. Sort spam mails into a specific queue
4.2. .fetchmailrc
4.3. Example jobs for the filter module Kernel::System::PostMaster::Filter::Match
4.4. Example job for the filter module Kernel::System::PostMaster::Filter::CMD
4.5. Example job for the filter module Kernel::System::PostMaster::Filter::ExternalTicketNumberRecognition
4.6. Configuring a DB customer backend
4.7. Using company tickets with a DB backend
4.8. Configuring an LDAP customer backend
4.9. Using Company tickets with an LDAP backend
4.10. Using more than one customer backend with OTRS
4.11. Authenticate agents against a DB backend
4.12. Authenticate agents against an LDAP backend
4.13. Authenticate Agents using HTTPBasic
4.14. Authenticate Agents against a Radius backend
4.15. Customer user authentication against a DB backend
4.16. Customer user authentication against an LDAP backend
4.17. Customer user authentication with HTTPBasic
4.18. Customer user authentication against a Radius backend
4.19. Definition of a value series - one element
4.20. Definition of a value series - two elements
4.21. Activate Field1 in New Phone Ticket Screen.
4.22. Activate Field1 in New Phone Ticket Screen as mandatory.
4.23. Activate several fields in New Phone Ticket Screen.
4.24. Deactivate some fields in New Phone Ticket Screen.
4.25. Activate Field1 in Ticket Zoom Screen.
4.26. Activate Field1 in Ticket Overview Small Screens.
4.27. Activate Field1 in TicketCreate event.
4.28. Activate Field1 in the User preferences.
4.29. Example to start the OTRS Scheduler on linux
4.30. Example To Start The OTRS Scheduler
4.31. Example to force stop the OTRS Scheduler
5.1. ACL allowing movement into a queue of only those tickets with ticket priority 5.
5.2. ACL allowing movement into a queue of only those tickets with ticket priority 5 stored in the database.
5.3. ACL disabling the closing of tickets in the raw queue, and hiding the close button.
5.4. ACL removing always state closed successful.
5.5. ACL only showing Hardware services for tickets that are created in queues that start with "HW".
5.6. ACL to restrict a Process in the customer frontend using the CustomerID.
5.7. Reference showing all possible important ACL settings.

		Next
		Preface