Modern systems have many ways to configure their behavior. Some use configuration files edited on the command line, and some use a graphical interface (and save the information to config files in the background), yet others use a database. Maintaining changes and auditing can sometimes be an issue, as it’s not always clear who made a change. Making bulk changes is not always possible, and rolling back changes a chore.
OTRS uses a comfortable graphical interface to configure the system. All changes to the default system configuration are stored in the database and can be audited (“who changed a setting, when, what was the old and what is the new value?”) and rolled back to a previous state in case of misconfiguration.
Comfortable search allows finding the needed settings quickly and easily.
Using the OTRSSystemConfigurationHistory package, you can easily roll back changes made by users. Contact firstname.lastname@example.org to add this feature to your system.
Use this screen to manage the system configuration settings. OTRS brings about 2200 configuration settings. The system configuration management screen is available in the System Configuration module of the Administration group.
Manage System Configurations¶
For security reasons, the configuration settings for the database connection cannot be changed in the graphical user interface of the system configuration. These have to be set manually in
To modify a system configuration, you need to do several steps. The following example shows you, how to find, modify, deploy and reset the system configuration
Find the system configuration by entering a search term
lastnameinto to search box.
With the full text search, all configuration settings can be scanned for one or more keywords. The full text search not only searches through the names of the configuration settings, but also the descriptions and values. This allows an element to be found easily even if its name is unknown.
Select the setting from the search results.
Click on the header of the widget to see the options.
Hover the mouse over the widget body to see the Edit this setting button.
Click on the Edit this setting button to activate the edit mode. In edit mode the widget gets an orange border on the left.
If a setting is currently edited by another administrator, it is not possible to get access to the edit mode for that setting until the other administrator finished their work.
Change the value of the setting. Editing can be cancelled by clicking the Cancel button on the right or hitting the Escape key on your keyboard. When editing is cancelled, all changes made during the current editing session are discarded.
Click on the Save button. If the modification is saved, the widget gets a green border on the left.
Go back and click on the Deployment button in the left sidebar. You are also notified in the notification bar, that you have undeployed settings.
Review the changes.
You can click on the ⇄ button in the top right corner to compare the changes side-by-side.
- Click on the Deploy selected changes button. If several settings are changed, it is possible to deploy on the selected settings.
- Add a deployment comment, that explain for other administrators, what is changed and why. Use full sentence here.
- Go back and search again the term
lastnameto find the modified setting. The widget has a gray border on the left to indicate, this setting is modified.
- To reset the setting, click on the header of the widget to see the options. Then click on the Reset setting button.
- Click on the Confirm button.
- Deploy the settings.
Import And Export System Configurations¶
Click on the Import & Export button in the left sidebar to access the import-export screen.
To export the system configurations:
- Click on the Export current configuration button in the Export widget.
- Save the
Export_Current_System_Configuration.ymlfile to your local file system.
- Rename the file to a more descriptive name.
To import the system configurations:
- Click on the Browse… button in the Import widget.
- Select a previusly exported
- Click on the Import system configuration button.