Personal Preferences

Use this screen to set personal preferences in OTRS. The personal preferences screen is available in the Personal Preferences menu item of the Avatar menu.

This overview screen consists of four modules.

  • User Profile
  • Notification Settings
  • Miscellaneous
  • Advanced
Preferences Modules

Preferences Modules

Each module consists of widgets, which have two columns. In the first column is the setting, and in the second column is a description for the setting.

Note

Do not forget to apply the changes by clicking on the tick icon in the right part of the widget.

User Profile

This is the agent profile, where the account related settings can be changed.

Change password

In this widget the current password can be changed. To change the password, all fields must be filled.

Change Password Widget

Change Password Widget

Current password
Type your current password for security reasons, if you want to change it.
New password
Type your new password here.
Verify password
Type your new password again to avoid misspelling the new password.

Google Authenticator

See also

System configuration PreferencesGroups###GoogleAuthenticatorSecretKey needs to be activated to use this feature.

This is a two factor authentication token described in RFC6238 to improve the account security. Google Authenticator is a mobile application to generate tokens, but any other generator application can be used.

Google Authenticator Widget

Google Authenticator Widget

Shared Secret

This is a string to use for token generation. It must contain only uppercase letters (A-Z) and numbers (2-7). Click on the Generate button to generate a secret.

Warning

Make sure that you add the shared secret to your generator application and the application works well. Otherwise you will be not able to login anymore without the two factor token.

Avatar

Here can be changed the image used as avatar image in Ticket Zoom screen and in the main menu.

Avatar Widget

Avatar Widget

It is not possible to upload an avatar image directly in OTRS. You have to register your email address on Gravatar to use this feature. Otherwise the first letters of first name and last name will be displayed.

Language

Use this widget to set language for OTRS user interface.

Language Widget

Language Widget

Only those languages are listed by default, in which OTRS is translated more than 95%. To see all available languages, click on the refresh icon next to the drop-down list.

See also

Translation status of incomplete languages are low, but you can help to improve the translation. See the developer manual for more information about translating OTRS.

Time Zone

Each agent has to set the timezone of the current location to get proper date and time calculation in OTRS.

Time Zone Widget

Time Zone Widget

Select the location where you are currently in.

Out Of Office Time

With this widget agents can inform other agents about absence. This is useful for resource planning and workload balancing.

Out Of Office Time Widget

Out Of Office Time Widget

Active
The function can be turned on or off.
Start
The first day of absence.
End
The last day of absence.

Notification Settings

These settings are for customizing personal notifications.

My Queues

In this widget some queues can be selected as preferred queues. Tickets in this queues will be displayed under the Tickets in My Queues filter of the ticket widgets, and notifications will be sent, if new tickets are available in one of the selected queues.

In Queue View only these queues will be displayed under My Queues filter, that are selected in this widget.

In case of owner or responsible selection, only agents are listed by default as potentially owner or responsible, who are set the queue as preferred queue in this widget.

My Queues Widget

My Queues Widget

Select one or more queues from the drop-down list.

Ticket Notifications

In this widget can be selected the methods used for any kind of ticket notifications.

Ticket Notifications Widget

Ticket Notifications Widget

The possible methods are Email, Web View or SMS.

Appointment Notifications

In this widget can be selected the methods used for appointment notification.

Appointment Notifications Widget

Appointment Notifications Widget

The possible methods are Email, Web View or SMS.

Miscellaneous

These settings are for change some visual appearance of OTRS.

Skin

In this widget can be selected the skin, that OTRS should wear.

Skin Widget

Skin Widget

Select a skin from the drop-down list.

Overview Refresh Time

It is possible to make overview screens automatically refreshed after a period of time.

Overview Refresh Time Widget

Overview Refresh Time Widget

Select a refresh interval from the drop-down list.

Warning

Refreshing the overview screens too often can cause performance issues on large systems with many agents.

Screen after new ticket

Select, which screen should be shown after a new ticket has been created.

Screen After New Ticket Widget

Screen After New Ticket Widget

Select a screen from the drop-down list.

Advanced

In this module can be configured some system configuration options.

Advanced Preferences Screen

Advanced Preferences Screen

To modify a setting:

  1. Use the tree navigation in the left sidebar to find the desired setting.
  2. Modify the value.
  3. Click on the tick button in the right side of the setting widget.
Advanced Preferences - Tree Navigation Screen

Advanced Preferences - Tree navigation Screen

The modified settings have a gray border on the left.

To reset a setting:

  1. Click on the reset icon in the top right corner of the setting widget.