OTRS 1.1 - Manual

Martin Edenhofer

OTRS core team

                        martin@otrs.org
                        

Stefan Wintermeyer

OTRS core team

                        stefan@otrs.org
                        

Sebastian Wormser

OTRS core team

                        sibbi@sibbi.com
                        


Dedication

This manual is dedicated to the nice folks of Cafe Lucas and Enchilada (two restaurants in Nuernberg). Thanks for the happy hour! Today we hang out mostly in Frankfurt but we still remember the good times in Nuernberg.

Table of Contents
Foreword
1. Install the biest.
Installing the rpm on a SuSE Linux (the quick and easy way)
Using the tar.gz file to install OTRS on any Linux/Unix plattform
Install
Database
Webserver
Install OTRS on Win32
Installations
Configuration
The First Start
Done!
2. Basics about a Trouble Ticket System
A simple example for a small Trouble Ticket System
What is a trouble ticket in the OTRS?
What is a ticket queue?
3. First steps
Login as root and create a new account
Login with user privilege
4. Ticket topics
Answer ticket via email
Answer ticket via phone
Zoom ticket
History of ticket
Add note to ticket
Close ticket
Forward ticket
Ticket priority
Ticket print view
5. System-Email-Notifications
Agent-Notifications
new ticket
ticket follow up
new ticket in custom queue
ticket lock timeout
Customer-Notifications (min 1.1)
ticket state
ticket owner
ticket queue
6. Auto-Response
Reply
Follow up
Reject
Closed -> new Ticket
7. Receiving emails
Via POP3 account
Via command line program and e. g. procmail
Queue dispatching with OTRS
Queue dispatching with procmail (for more complex dispatching)
Example with procmail and a webform
Fetching emails via POP3 or IMAP and fetchmail
8. Sending emails
Via Sendmail (default)
Via SMTP relay/smarthost (min. OTRS 1.1)
9. User
How it works
Admin-Interface
User Backend
User Auth Backend
Database (default)
LDAP
10. Customer (min. OTRS 1.1)
How it works
Agent-Interface
Admin-Interface
Customer-Interface
Customer User Backend
Database (default)
LDAP
Customer Auth Backend
Database (default)
LDAP
Customize Customer Self Registration
Template
Customer Map
Modify Customer Table
11. Permissions
Groups - Queue
Agent - Admin Interface
12. Config File
TicketHook
FQDN
Log
Check Email Options
Max. Postmaster email
Ticket number format
Database settings
ASP (Application Service Provider) options
Custom Queue
Agent notification
Session management
URL login and logout settings
agent area default settings
SpellChecker
13. Cronjobs
How it works - setup
Default cronjobs
aaa_base
pending_jobs
postmaster
postmaster_pop3
unlock
stats
session
rebuild_ticket_index
generic_agent
14. Generic-Agent
Config File
Examples
close spam tickets
delete tickets
move tickets from tricky to experts
move escalation ticket to experts and execute CMD
15. Language translations
New translation files
16. Customize the frontend
The dtl syntax
Examples of dtl files
Motd.dtl
Login.dtl
Header.dtl
Create a new theme
17. Customize Ticket State (min. OTRS 1.1)
18. Customize Ticket Priority (min. OTRS 1.1)
19. Multi Hosting
Multi Group
Multi Setup
20. Performance Tuning
OTRS
TicketIndexModule
TicketStorageModule
Database
MySQL
Webserver
Preestablish datababase connections
Preloaded modules - startup.pl
Reload perl modules when updated on disk
Choosing the Right Strategy
mod_gzip
21. Troubleshooting
General problems with OTRS on SuSE Linux
SuSE Linux 8.0
SuSE Linux and Postfix
General problems with OTRS on other distributions (e.g. Redhat)
Problems with Apache
Internal Server Error
Error: Can't connect to database!
FreeBSD, PostgeSQL and Apache (install_driver(Pg) failed)
Problems with MySQL
Check the database connect
Access denied for user: 'otrs@localhost'
Lost root password of MySQL
http://localhost/otrs/installer.pl
Problems - misc
Problems with receiving emails
Lost root password of OTRS
22. FAQ
Glossary
A. Online resources
Homepage
Mailinglists
Bugtracking
B. The OTRS core team
Martin Edenhofer
Stefan Wintermeyer
Sebastian Wormser
C. Credits
D. RFC 1297
E. GNU Free Documentation License
0. PREAMBLE
1. APPLICABILITY AND DEFINITIONS
2. VERBATIM COPYING
3. COPYING IN QUANTITY
4. MODIFICATIONS
5. COMBINING DOCUMENTS
6. COLLECTIONS OF DOCUMENTS
7. AGGREGATION WITH INDEPENDENT WORKS
8. TRANSLATION
9. TERMINATION
10. FUTURE REVISIONS OF THIS LICENSE
How to use this License for your documents
Bibliography
List of Examples
7-1. .procmailrc
7-2. .fetchmailrc
12-1. Kernel/Config.pm - TicketHook
12-2. Kernel/Config.pm - FQDN
12-3. Kernel/Config.pm - LogModule
12-4. Kernel/Config.pm - CheckEmailAddresses
12-5. Kernel/Config.pm - CheckMXRecord
12-6. Kernel/Config.pm - PostmasterMaxEmails
12-7. Kernel/Config.pm - TicketNumberGenerator
12-8. Kernel/Config.pm - Database settings
12-9. Kernel/Config.pm - MoveInToAllQueues
12-10. Kernel/Config.pm - ChangeOwnerToEveryone
12-11. Kernel/Config.pm - Custom Queue
12-12. Kernel/Config.pm - Agent notification
12-13. Kernel/Config.pm - Session management
12-14. Kernel/Config.pm - URL login and logout settings
12-15. Kernel/Config.pm - agent area default settings
12-16. Kernel/Config.pm - SpellChecker
12-17. Kernel/Config.pm - SpellChecker - Agent Preferences
12-18. Kernel/Config.pm - SpellChecker - Must be spell checked
15-1. Kernel/Language/de.pm - Old file
15-2. Kernel/Language/fr.pm - New file