OTRS (Open Technology – Real Service) is an open source ticket request system with many features to manage customer telephone calls and emails. It is distributed under the GNU General Public License (GPL) and tested on various Linux platforms. Do you receive many e-mails and want to answer them with a team of agents? You’re going to love OTRS!
About This Manual¶
This manual is intended for use by OTRS administrators. The chapters describe the administration of the OTRS software. The administrator interface is available in the Admin menu item of the main menu, when you logged in as an administrator. Administrators are users, who are member of the admin group.
The administrator interface contains several modules collected into groups. Use the filter box in the left sidebar to find a particular module by just typing the name to filter.
This manual shows you the configuration possibilities needed to solve common problems. The chapters:
- Identify a typical use-case for the administrator, to aid in orientation, and explain what OTRS does to provide a solution (warranty).
- Direct you how to configure OTRS to fit your use-case (utility).
The chapters are the same as the modules in the administrator interface. The order of the chapters are also the same as they are displayed alphabetically in the (English) administrator interface. However, the steps to do to configure a fresh new OTRS installation is different from this order. We recommend to configure OTRS to do the steps as explained below.
A fresh new OTRS installation contains only the default settings. You need to customize your system to work properly and meet your needs.
First, you need to check some System Configuration and modify the values, if needed. FQDN, SystemID and SendmailModule::Host are the most important. Defining the TimeWorkingHours setting for working hours and the TimeVacationDays setting for public holidays are also needed to calculate the escalation times correctly in OTRS.
Let’s continue with users, but you might need to add some Groups and/or Roles to the system first. It is recommended to create new groups for each main queues. There are some groups in your OTRS, but no roles are defined by default. You can add roles, if needed, and you can set the Roles ↔ Groups relations.
Both agents and customer users can log in using Active Directory or LDAP for authentication. In these cases doesn’t need to add users manually.
Your OTRS installation already contains a standard salutation and a standard signature, but you might need to edit them or create new Salutations and Signatures. Queues can not be created without salutations and signatures, and only one salutation and signature can be assigned to a queue.
After system addresses, salutations, signatures, groups are set, you can continue the setup with Queues. Each queue has to assign to a group, and only the group members can see the tickets in the assigned queue.
Now you can add Auto Responses and assign them to queues using the Queues ↔ Auto Responses management screen. Your OTRS installation already contains some automatic responses, you can use or edit them instead of create new ones.
The customer requests can be categorize into services. If you would like to use this possibility, then create some Services and set the Customer Users ↔ Services relations. Furthermore, Service Level Agreements can be assign to the services.
Now you can add some notifications to be received by agents, if particular events occur. You can do this in the Ticket Notifications screen.
Without doing everything manually, the number of failure can be reduced. Automatize some process in OTRS using Generic Agent jobs or creating processes with Process Management. The incoming emails can be pre-processed and dispatched automatically by defining some Postmaster Filters.
If external systems need to integrate with OTRS, Web Services will be very useful for this.
However OTRS has many features by default, you can extend the functionality by installing packages with the Package Manager.
If your system is ready for productive work, don’t forget to register it by using the System Registration procedure.