OTRS 5 - Admin Manual

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. Contributions are more than welcome. You can also help translating it to your language at Transifex.

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
Hardware and Software Requirements
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 4 to 5
Additional Applications
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 Administration Area of OTRS
Agents, Groups and Roles
Customers and Customer Groups
Salutations, Signatures, Attachments and Templates
Auto Responses
System Email Addresses
Ticket Notifications
Using Mail Accounts
Filtering Incoming Email Messages
Executing Automated Jobs with the GenericAgent
Administrative Messages
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
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
Statistics Configuration and Usage
Statistics System Administration
Dynamic Fields
Generic Interface
Generic Interface Layers
Generic Interface Communication Flow
Web Services
Web Service Graphical Interface
Web Service Command Line Interface
Web Service Configuration
The OTRS Daemon
OTRS Daemon Graphical Interface
OTRS Daemon Command Line Interface
5. Customization
Access Control Lists (ACLs)
Process Management
Example process
Implementing the example
Process configuration reference
Import example process
Creating Your Own Themes
Localization of the OTRS Front End
6. Performance Tuning
Archiving Tickets
Pre-established database connections
Preloaded modules - startup.pl
Reload Perl modules when updated on disk
Choosing the Right Strategy
A. Additional Resources
B. Configuration Options Reference
C. GNU Free Documentation License
How to use this License for your documents

List of Figures

2.1. Welcome screen
2.2. GNU Affero General Public License
2.3. Database Selection
2.4. Database credentials
2.5. Database settings
2.6. Successful database setup
2.7. System settings
2.8. Mail configuration
2.9. Web installer final screen
2.10. Download OTRSCloneDB - screenshot
2.11. Install OTRSCloneDB - screenshot
2.12. Get target database password - screenshot
2.13. Configurate OTRSCloneDB SysConfig 1 - screenshot
2.14. Configurate OTRSCloneDB SysConfig 2 - screenshot
2.15. Run OTRSCloneDB script 1 - screenshot
2.16. Run OTRSCloneDB script 2 - screenshot
2.17. Run OTRSCloneDB script 3 - screenshot
3.1. Login screen of the agent interface
3.2. Login screen of the customer interface
3.3. Public web interface
3.4. Request new password
3.5. Dashboard of the agent interface
3.6. Footer
3.7. Dashboard widgets
3.8. Events Ticket Calendar widget
3.9. Dashboard Settings
3.10. Queue View (Default) for Agents
3.11. Agent Queue View visual alarms.
3.12. Agent's personal preferences
3.13. Customer's personal preferences
4.1. OTRS Administration Overview Screen
4.2. Agent Management
4.3. Adding a new agent
4.4. Group management
4.5. Agent <-> group management
4.6. Change the groups an agent belongs to
4.7. Change the agents that belong to a specific group
4.8. Role management
4.9. Adding a new role
4.10. Change the roles associated with an agent
4.11. Change the agents associated with a specific role
4.12. Manage roles-groups relations
4.13. Change group relations for a role
4.14. Change role relations for a group
4.15. Customer management
4.16. Adding a customer
4.17. Customer-Group relations management
4.18. Change Group relations for a Customer
4.19. Change Customer relations for a Group
4.20. Queue management
4.21. Adding a new queue
4.22. Salutation management
4.23. Adding a new salutation
4.24. Signatures management
4.25. Adding a new signature
4.26. Attachments management
4.27. Adding a new attachment
4.28. Linking Attachments to Templates
4.29. Change Attachment relations for a Template
4.30. Change Template relations for an Attachment
4.31. Template management
4.32. Adding a template
4.33. Template-Queue relations management
4.34. Change Queue relations for a Template
4.35. Change Template relations for a Queue
4.36. Auto response management
4.37. Adding an auto response
4.38. Queue <-> auto response relations management
4.39. Change auto response relations for a queue
4.40. System email addresses management
4.41. Adding a system email address
4.42. Ticket notification management
4.43. Customizing a notification
4.44. Customizing a notification's recipients
4.45. Customizing notification methods
4.46. S/MIME management
4.47. PGP management
4.48. State management
4.49. The graphical interface for system configuration (SysConfig)
4.50. Mail account management
4.51. PostMaster filter management
4.52. Add a PostMaster filter
4.53. Job list for the GenericAgent
4.54. Creating a job for the GenericAgent
4.55. Admin notification screen
4.56. Session management
4.57. Session details
4.58. The system maintenance overview screen with some scheduled periods
4.59. The system maintenance edit screen
4.60. System Log
4.61. SQL Box
4.62. Package Manager
4.63. The graphical interface for web services
4.64. The dynamic fields overview screen with some dynamic fields
4.65. The graphical interface for system configuration
4.66. Adding a mail account
4.67. Changing the Responsibility of a ticket in its zoomed view
4.68. Pop-up dialog to change a ticket's responsibility
4.69. Subscribing to watching a ticket in its zoomed view
4.70. Unsubscribing from watching a ticket in its zoomed view
4.71. Watched tickets view
4.72. Overview of the standard statistics.
4.73. Viewing a specific statistic.
4.74. Adding a new statistic, first step.
4.75. Adding a new statistic, second step.
4.76. Configuring the x-axis of a statistic.
4.77. Configuring the y-axis of a statistic.
4.78. Configuring the data filter of a statistic.
4.79. Configuring the data filter of a statistic.
4.80. Statistics import
4.81. Dynamic fields overview screen, empty
4.82. Dynamic field Text configuration dialog
4.83. Dynamic field Textarea configuration dialog
4.84. Dynamic field Checkbox configuration dialog
4.85. Dynamic field Dropdown configuration dialog
4.86. Dynamic field Multiselect configuration dialog
4.87. Dynamic field Date configuration dialog
4.88. Dynamic field Date / Time configuration dialog
4.89. Dynamic field overview screen filled with sample data
4.90. Field1 in New Phone Ticket Screen
4.91. Field1 in New Phone Ticket Screen as mandatory
4.92. Several fields in New Phone Ticket Screen as mandatory
4.93. Some deactivated fields in New Phone Ticket Screen as mandatory
4.94. Field1 in Ticket Zoom Screen
4.95. Field1 in Ticket Overview Small Screen
4.96. Field1 in User preferences screen
4.97. The graphical interface layers
4.98. Web services overview
4.99. Web services add
4.100. Web service clone
4.101. Web services export
4.102. Web services import
4.103. Web service history
4.104. Web service delete
4.105. Web service debugger
4.106. Web services change
4.107. Web service provider network transport (HTTP::SOAP)
4.108. Web service provider network transport (HTTP::REST)
4.109. Web service operation
4.110. Web service requester network transport (HTTP::SOAP)
4.111. Web service requester network transport (HTTP::REST)
4.112. Web service invoker
4.113. Web service mapping
4.114. Daemon notification
4.115. Start Daemon
5.1. ACL 100-Example-ACL
5.2. ACL 102-Example-ACL
5.3. ACL 102-Second-Example-ACL
5.4. ACL 103-Third-ACL-Example
5.5. ACL 104-Only-Hardware-Services-for-HW-Queues-ACL
5.6. ACL 105-Disallow-Process-For-CustomerID
5.7. OTRS Admin screen - System Administration
5.8. Create New Process button
5.9. Add new process
5.10. Create New Activity Dialog button
5.11. Add new Activity Dialog
5.12. Edit field details (Article)
5.13. Create New Transition button
5.14. Add new Transition
5.15. Create New Transition Action button
5.16. Add new Transition Action
5.17. Create New Activity button
5.18. Drag first Activity into the canvas
5.19. Drag second Activity into the canvas
5.20. Drag a Transition into the canvas
5.21. Connect Activities using Transitions
5.22. Assign Transition Actions
5.23. Book ordering complete process path
5.24. Import example process widget
A.1. Bugtracking Tool

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 responses
4.5. Function of the different X-OTRS-headers
4.6. The following fields will be added into the system:
A.1. Mailing Lists

List of Examples

4.1. Sort spam mails into a specific queue
4.2. Routing via Procmail Using otrs.Console.pl
4.3. .fetchmailrc
4.4. Example jobs for the filter module Kernel::System::PostMaster::Filter::Match
4.5. Example job for the filter module Kernel::System::PostMaster::Filter::CMD
4.6. Example job for the filter module Kernel::System::PostMaster::Filter::ExternalTicketNumberRecognition
4.7. Configuring a DB customer backend
4.8. Using Company Tickets with a DB Backend
4.9. Configuring an LDAP customer backend
4.10. Using Company tickets with an LDAP backend
4.11. Using more than one customer backend with OTRS
4.12. Authenticate agents against a DB backend
4.13. Authenticate agents against an LDAP backend
4.14. Authenticate Agents using HTTPBasic
4.15. Authenticate Agents against a Radius backend
4.16. Customer user authentication against a DB backend
4.17. Customer user authentication against an LDAP backend
4.18. Customer user authentication with HTTPBasic
4.19. Customer user authentication against a Radius backend
4.20. Default statistics permission group
4.21. Customized statistics permission group
4.22. Activate Field1 in New Phone Ticket Screen.
4.23. Activate Field1 in New Phone Ticket Screen as mandatory.
4.24. Activate several fields in New Phone Ticket Screen.
4.25. Deactivate some fields in New Phone Ticket Screen.
4.26. Activate Field1 in Ticket Zoom Screen.
4.27. Activate Field1 in Ticket Overview Small Screens.
4.28. Activate Field1 in TicketCreate event.
4.29. Activate Field1 in the User preferences.
4.30. Example to start the OTRS Daemon
4.31. Example to list all configured daemons
4.32. Example to a summary of all daemon tasks
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.