Login to Agent Interface

The agent interface is available at the following location.

https://<OTRS_HOST>/agent

Note

You have to replace <OTRS_HOST> with your domain.

You need an agent account to be able to use OTRS. If you do not have an account yet, please contact your administrator.

Agent Login Screen

Agent Login Screen

If you forget your password, click on the Forgot your password? link, and follow the instructions there.

Request New Password Screen

Request New Password Screen

For security reasons, two-factor authentication has to be setup for each agent when they login for the first time. Click on the Setup button to setup this security feature.

Two-factor Authentication

Two-factor Authentication

The two-factor token will be sent to the email address of the agent, or the agent can use an authenticator application.

Email Authentication

Selecting the Enable email security option activates opportunistic encryption of the email containing the two-factor token when sent. This feature will work only if either a PGP or S/MIME subsystem is activated and if there is a public key or certificate available for the agent’s target email address. Otherwise the email will be sent in plain text.

Two-factor Setup for Email

Two-factor Setup for Email

Check your mailbox and find the email containing the two-factor token. The token consists of numbers. Type the token into the next window.

Two-factor Setup Email Verification

Two-factor Setup Email Verification

This setup can be changed in the Security section of the Personalization menu after the successful login.

Authenticator App

The agent can use an authenticator application for two-factor authentication. All information is displayed in the setup page.

Two-factor Setup for Authenticator App

Two-factor Setup for Authenticator App

The successful setup needs an initial verification.

Two-factor Setup Authenticator App Verification

Two-factor Setup Authenticator App Verification

This setup can be changed in the Security section of the Personalization menu after the successful login.

First Login

Depending on the system configuration, the agent may have to change the initial password at first login.

Change Initial Password

Change Initial Password

After a successful login, the agent dashboard will be displayed.

Personal Dashboard

Personal Dashboard

Congratulations! You are now able to use the OTRS system.