This book is intended for use by OTRS administrators. It also serves as a good reference for OTRS newbies.

The following chapters describe the installation, configuration and administration of the OTRS software. The first third of the text describes key functionality of the software, while the remainder serves as a reference to the full set of configurable parameters.

This book continues to be a work in progress, given a moving target on new releases. We need your feedback in order to make this a high quality reference document, one that is usable, accurate and complete. Please write to us if you find content missing in this book, if things are not explained well enough or even if you see spelling mistakes, grammatical errors or typos. Any kind of feedback is highly appreciated and should be made via our bug tracking system on http://bugs.otrs.org . Thanks in advance for your contributions!