Glossary

Part of the process management.

An agent is a user which services customer users. The person working for your organization.

A configuration file, module, script or other functional item within OTRS which is not reachable via the browser.

Defines working hours, time-zone, and holidays to be applied when using escalation times.

Physical organizations to which customer users are assigned. These provide the function to group users together which belong to a single organization.

Physical persons, and their contact data, which belong to a customer. These are the people raising tickets.

A field used in tickets and articles to extend the data which can be saved in a ticket or article. They are saved from values in the database or accessed from outside resources.

The defined amount of working time before a ticket breaches an agreement.

The graphical interface to OTRS as viewed in a browser.

This is a resource within OTRS. An agent or a customer can be assigned permissions to this resource as needed. Additionally, they can be used for access control, processes and web services.

An invoker is a special Perl module which allows OTRS to provide information to a remote system via REST or HTTP. Invokers must be developed in Perl by a back end developer.

A mapping allows OTRS to provide inbound and outbound translation of data allowing us to offer a specific data construction to rebuild incoming structures to meet our needs.

Similar to a web hook, a provider operation offers a specific sub-set of OTRS Perl API functionality to external systems.

Part of the process management.

Part of the process management.

A resource is any object which has effective permissions. This can be, but is not limited to, a ticket, dashboard widget, statistic, or module.

A graphical interface to OTRS viewed in a browser (see also Front end).

A means of delivering added value to customers by making it easier for customers or helping them to achieve their desired results without them having to personally bear the responsibility for specific costs and risks.

A service level agreement (SLA) is a contract between a service provider (either internal or external) and the end user that defines the level of service expected from the service provider. SLAs are output-based in that their purpose is specifically to define what the customer will receive.

(see also Ticket).

Part of the process management.

Part of the process management.

(see also Service Level Agreement).

A ticket is a collection of all communications with a customer during the course of a service request. A ticket contains article, which are the communication received from or sent to customers, agents, external systems, etc. Tickets belong to a customer user, are assigned to agents and reside in queues.

A transport is the method chosen for communication. OTRS support REST and SOAP.

Part of the process management.

A definition of minutes passed during the defined working hours of any calendar.