OTRS 3.1 - Admin Manual
		Next

OTRS 3.1 - Admin Manual

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 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

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

2. OTRS Help Desk

New features of OTRS 3.1
Top new features of OTRS 3.0
New features of OTRS 2.4

Hardware and software requirements

Perl support
Web server support
Database support
Web browser support

Commercial Support and Services for OTRS

3. Installation

The simple way - Installation of pre-built packages

Installing the RPM on a SUSE Linux server
Installing OTRS on a CentOS system
Installing OTRS on a Debian system
Installing OTRS on a Ubuntu system
Installing OTRS on Microsoft Windows systems

Installation from source (Linux, Unix)

Preparing the installation from source
Installation of Perl modules
Configuring the Apache web server
Configuring the database
Setting up the cron jobs for OTRS

Upgrading the OTRS Framework

Upgrading Windows Installer

Upgrading Microsoft SQL Server Data Types

4. First steps

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

5. The ADMIN area of OTRS

Agents, Groups and Roles

Agents
Groups
Roles

Customers and Customer Groups

Customers
Customer Groups

Salutations, signatures, attachments and responses

Salutations
Signatures
Attachments
Responses

Auto responses

Email addresses

Notifications

Using mail accounts

Filtering incoming messages

Executing automated jobs with the GenericAgent

Admin email

Session management

SQL queries via the SQL box

Package Manager

Web Services

Dynamic Fields

6. System Configuration

OTRS config files
Configuring the system through the web interface

7. Sending/Receiving emails

Sending emails

Via Sendmail (default)
Via SMTP server or smarthost

Receiving emails

Mail accounts configured via the OTRS GUI
Via command line program and procmail (otrs.PostMaster.pl)
Fetching emails via POP3 or IMAP and fetchmail for otrs.PostMaster.pl
Filtering/dispatching by OTRS/PostMaster modules (for more complex dispatching)

8. Time related functions

Setting up business hours, holidays and time zones

Business Hours
Fixed date holidays
TimeVacationDaysOneTime

Automated Unlocking

9. Ticket Responsibility & Ticket Watching

Ticket Responsibility
Ticket watching

10. Customizing the PDF output

11. Using external backends

Customer data

Customer user backend

Database (Default)
LDAP
Use more than one customer backend with OTRS

Backends to authenticate Agents and Customers

Authentication backends for Agents
Authentication backends for Customers

Customize the customer self-registration

Customizing the web interface
Customer mapping
Customize the customer_user table in the OTRS DB

Predefined states

New
Open
Pending reminder
Pending auto close-
Pending auto close+
Merged
Closed Successful
Closed Unsuccessful

Customizing states

13. Modifying ticket priorities

14. Creating your own themes

15. Localization of the OTRS frontend

18. Access Control Lists (ACLs)

Introduction
Examples
Reference

19. Stats module

Handling of the module by the agent

Overview
Generate and view reports
Edit / New
Import

Administration of the stats module by the OTRS administrator

Permission settings, Groups and Queues
SysConfig

Administration of the stats module by the system administrator

Data base table
List of all files
Caching
otrs.GenerateStats.pl
Automated stat generation - Cronjob
Static stats
Using old static stats
Default stats

20. Generic Interface

Generic Interface Layers

Network Transport
Data Mapping
Controller
Operation (OTRS as a provider)
Invoker (OTRS as a requester)

Generic Interface Communication Flow

OTRS as Provider
OTRS as Requester

Web Services

Web Service Graphical Interface

Web Service Overview
Web Service Add
Web Service Change

Web Service Command Line Interface

Web Service Configuration
Web Service Debugger

Web Service Configuration

Configuration Details

Bundled Connectors
Examples:

21. OTRS Scheduler

Scheduler Graphical Interface

Scheduler Not Running Notification
Start Scheduler

Scheduler Command Line Interface

Unix / Linux
Windows

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

FAQ

24. Performance Tuning

TicketIndexModule
TicketStorageModule
Archiving Tickets

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

25. Backing up the system

Backup
Restore

A. Additional Resources

Homepage OTRS.org
Mailing lists
Bug tracking
Commercial Support

B. Overview of all configuration parameters

D. 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

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 disabling the closing of tickets in the raw queue, and hiding the close button.
18.3. ACL removing always state closed successful.
18.4. ACL only showing Hardware services for tickets that are created in queues that start with "HW".
18.5. 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.

		Next
		Preface

OTRS Appliance - Powered by TurnKey Linux