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OTRS 3.1 - Admin Manual

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OTRS 3.1 - Admin Manual

OTRS 3.1 - Admin Manual
Copyright 2003-2012 OTRS AG

Ren Bakker, Stefan Bedorf, Michiel Beijen, Shaw n Beasley, Hauke Bttcher, Jens Bothe, Udo Bretz, Martin Edenhofer, Carlos Javier Garca, Martin Gruner, Manuel Hecht, Christopher Kuhn, Andr Mindermann, Marc Nilius, Elva Mara Novoa, Henning Oschw ald, Martha Elia Pascual, Thomas Raith, Carlos Fernando Rodrguez, Stefan Rother, Burchard Steinbild, Daniel Zamorano. This w ork is copyrighted by OTRS AG. You may copy it in w hole or in part as long as the copies retain this copyright statement. The source code of this document can be found at github, in the repository doc-admin. UNIX is a registered trademark of X/Open Company Limited. Linux is a registered trademark of Linus Torvalds. MS-DOS, Window s, Window s 95, Window s 98, Window s NT, Window s 2000, Window s XP, Window s 2003, Window s Vista and Window s 7 are registered trademarks of Microsoft Corporation. Other trademarks and registered trademarks are: SUSE and YaST of SUSE Linux GmbH, Red Hat and Fedora are registered trademarks of Red Hat, Inc. Mandrake is a registered trademark of MandrakeSoft, SA. Debian is a registered trademark of Softw are in the Public Interest, Inc. MySQL and the MySQL Logo are registered trademarks of Oracle Corporation and/or its affiliates. All trade names are used w ithout the guarantee for their free use and are possibly registered trade marks. OTRS AG essentially follow s the notations of the manufacturers. Other products mentioned in this manual may be trademarks of the respective manufacturer.

Table of Contents
Preface 1. Trouble Ticket Systems - The Basics
What is a trouble ticket system, and why do you need one? What is a trouble ticket?

Hide

2. OTRS Help Desk

Basics Features New features of OTRS 3.1 Top new features of OTRS 3.0 New features of OTRS 2.4 Hardware and software requirements
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Perl support Web server support Database support Web browser support Community Professional Services for OTRS

3. Installation
The simple way - Installation of pre-built packages Installing the RPM on a SUSE Linux server Installing OTRS on a Debian or Ubuntu system Installing OTRS on Microsoft Windows systems Installation from source (Linux, Unix) Preparing the installation from source Installation of Perl modules Configuring the Apache web server Configuring the database Setting up the cron jobs for OTRS Upgrading the OTRS Framework Upgrading Windows Installer Upgrading Microsoft SQL Server Data Types

4. First steps
Agent web interface Customer web interface Public web interface First login The web interface - an overview What is a queue? User preferences

5. The ADMIN area of OTRS

Basics Agents, Groups and Roles Agents Groups
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Roles Customers and Customer Groups Customers Customer Groups Queues Salutations, signatures, attachments and responses Salutations Signatures Attachments Responses Auto responses Email addresses Notifications SMIME PGP States SysConfig Using mail accounts Filtering incoming email messages Executing automated jobs with the GenericAgent Admin email Session management System Log SQL queries via the SQL box Package Manager Web Services Dynamic Fields

6. System Configuration
OTRS config files Configuring the system through the web interface

7. Sending/Receiving emails
Sending emails Via Sendmail (default) Via SMTP server or smarthost
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Receiving emails Mail accounts configured via the OTRS GUI Via command line program and procmail (otrs.PostMaster.pl) Fetching emails via POP3 or IMAP and fetchmail for otrs.PostMaster.pl Filtering/dispatching by OTRS/PostMaster modules (for more complex dispatching)

8. Time related functions

Setting up business hours, holidays and time zones Business Hours Fixed date holidays TimeVacationDaysOneTime Automated Unlocking

9. Ticket Responsibility & Ticket Watching

Ticket Responsibility Ticket watching

10. Customizing the PDF output 11. Using external backends

Customer data Customer user backend Database (Default) LDAP Use more than one customer backend with OTRS Backends to authenticate Agents and Customers Authentication backends for Agents Authentication backends for Customers Customizing the customer self-registration Customizing the web interface Customer mapping Customizing the customer_user table in the OTRS DB

12. States
Predefined states New Open
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Pending reminder Pending auto closePending auto close+ Merged Closed Successful Closed Unsuccessful Customizing states

13. Modifying ticket priorities 14. Creating your own themes 15. Localization of the OTRS frontend 16. PGP 17. S/MIME 18. Access Control Lists (ACLs)
Introduction Examples Reference

19. Stats module

Handling of the module by the agent Overview Generate and view reports Edit / New Import Administration of the stats module by the OTRS administrator Permission settings, Groups and Queues SysConfig Administration of the stats module by the system administrator Data base table List of all files Caching otrs.GenerateStats.pl Automated stat generation - Cronjob Static stats
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Using old static stats Default stats

20. Generic Interface

Generic Interface Layers Network Transport Data Mapping Controller Operation (OTRS as a provider) Invoker (OTRS as a requester) Generic Interface Communication Flow OTRS as Provider OTRS as Requester Web Services Web Service Graphical Interface Web Service Overview Web Service Add Web Service Change Web Service Command Line Interface Web Service Configuration Web Service Debugger Web Service Configuration Configuration Details Connectors Bundled Connectors Examples:

21. OTRS Scheduler

Scheduler Graphical Interface Scheduler Not Running Notification Start Scheduler Scheduler Command Line Interface Unix / Linux Windows

22. Dynamic Fields

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Introduction Configuration Adding a Dynamic Field Text Dynamic Field Configuration Textarea Dynamic Field Configuration Checkbox Dynamic Field Configuration Dropdown Dynamic Field Configuration Multiselect Dynamic Field Configuration Date Dynamic Field Configuration Date / Time Dynamic Field Configuration Editing a Dynamic Field Showing a Dynamic Field on a Screen Setting a Default Value by a Ticket Event Module Set a Default Value by User Preferences Updating from OTRS 3.0

23. Additional applications

FAQ

24. Performance Tuning

OTRS TicketIndexModule TicketStorageModule Archiving Tickets Database MySQL PostgreSQL Webserver Pre-established database connections Preloaded modules - startup.pl Reload Perl modules when updated on disk Choosing the Right Strategy mod_gzip/mod_deflate

25. Backing up the system

Backup
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Restore

A. Additional Resources
Homepage OTRS.org Mailing lists Bug tracking Commercial Support

B. Configuration Options Reference

Framework Core Core::LinkObject Core::Log Core::MIME-Viewer Core::MirrorDB Core::PDF Core::Package Core::PerformanceLog Core::ReferenceData Core::SOAP Core::Sendmail Core::Session Core::SpellChecker Core::Stats Core::Stats::Graph Core::Time Core::Time::Calendar1 Core::Time::Calendar2 Core::Time::Calendar3 Core::Time::Calendar4 Core::Time::Calendar5 Core::Time::Calendar6 Core::Time::Calendar7 Core::Time::Calendar8 Core::Time::Calendar9 Core::Web
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Core::WebUserAgent Crypt::PGP Crypt::SMIME Frontend::Admin::AdminCustomerUser Frontend::Admin::ModuleRegistration Frontend::Agent Frontend::Agent::Dashboard Frontend::Agent::LinkObject Frontend::Agent::ModuleMetaHead Frontend::Agent::ModuleNotify Frontend::Agent::ModuleRegistration Frontend::Agent::NavBarModule Frontend::Agent::Preferences Frontend::Agent::SearchRouter Frontend::Agent::Stats Frontend::Customer Frontend::Customer::Auth Frontend::Customer::ModuleMetaHead Frontend::Customer::ModuleNotify Frontend::Customer::ModuleRegistration Frontend::Customer::Preferences Frontend::Public Frontend::Public::ModuleRegistration Ticket Core Core::FulltextSearch Core::LinkObject Core::PostMaster Core::Stats Core::Ticket Core::TicketACL Core::TicketBulkAction Core::TicketDynamicFieldDefault Core::TicketWatcher Frontend::Admin::ModuleRegistration
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Frontend::Agent Frontend::Agent::CustomerSearch Frontend::Agent::Dashboard Frontend::Agent::ModuleMetaHead Frontend::Agent::ModuleNotify Frontend::Agent::ModuleRegistration Frontend::Agent::Preferences Frontend::Agent::SearchRouter Frontend::Agent::Ticket::ArticleAttachmentModule Frontend::Agent::Ticket::ArticleComposeModule Frontend::Agent::Ticket::ArticleViewModule Frontend::Agent::Ticket::ArticleViewModulePre Frontend::Agent::Ticket::MenuModule Frontend::Agent::Ticket::MenuModulePre Frontend::Agent::Ticket::ViewBounce Frontend::Agent::Ticket::ViewBulk Frontend::Agent::Ticket::ViewClose Frontend::Agent::Ticket::ViewCompose Frontend::Agent::Ticket::ViewCustomer Frontend::Agent::Ticket::ViewEmailNew Frontend::Agent::Ticket::ViewEscalation Frontend::Agent::Ticket::ViewForward Frontend::Agent::Ticket::ViewFreeText Frontend::Agent::Ticket::ViewHistory Frontend::Agent::Ticket::ViewMailbox Frontend::Agent::Ticket::ViewMerge Frontend::Agent::Ticket::ViewMove Frontend::Agent::Ticket::ViewNote Frontend::Agent::Ticket::ViewOwner Frontend::Agent::Ticket::ViewPending Frontend::Agent::Ticket::ViewPhoneInbound Frontend::Agent::Ticket::ViewPhoneNew Frontend::Agent::Ticket::ViewPhoneOutbound Frontend::Agent::Ticket::ViewPrint Frontend::Agent::Ticket::ViewPriority
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Frontend::Agent::Ticket::ViewQueue Frontend::Agent::Ticket::ViewResponsible Frontend::Agent::Ticket::ViewSearch Frontend::Agent::Ticket::ViewStatus Frontend::Agent::Ticket::ViewZoom Frontend::Agent::TicketOverview Frontend::Agent::ToolBarModule Frontend::Customer Frontend::Customer::ModuleMetaHead Frontend::Customer::ModuleRegistration Frontend::Customer::Preferences Frontend::Customer::Ticket::ViewNew Frontend::Customer::Ticket::ViewPrint Frontend::Customer::Ticket::ViewSearch Frontend::Customer::Ticket::ViewZoom Frontend::Queue::Preferences Frontend::SLA::Preferences Frontend::Service::Preferences

C. Credits D. 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

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List of Tables 3.1. Needed Perl modules for OTRS 3.2. Description of several cron job scripts. 5.1. Default groups available on a fresh OTRS installation 5.2. Rights associated with OTRS Groups 5.3. Events for Auto answers 5.4. Function of the different X-OTRS-headers 21.1. List of Init Scripts And Supported Operating Systems 22.1. The following fields will be added into the system: A.1. Mailinglists

List of Examples 5.1. Sort spam mails into a specific queue 7.1. .fetchmailrc 7.2. Example jobs for the filter module Kernel::System::PostMaster::Filter::Match 7.3. Example job for the filter module Kernel::System::PostMaster::Filter::CMD 11.1. Configuring a DB customer backend 11.2. Using company tickets with a DB backend 11.3. Configuring an LDAP customer backend 11.4. Using Company tickets with an LDAP backend 11.5. Using more than one customer backend with OTRS 11.6. Authenticate agents against a DB backend 11.7. Authenticate agents against an LDAP backend 11.8. Authenticate Agents using HTTPBasic 11.9. Authenticate Agents against a Radius backend 11.10. Customer user authentication against a DB backend 11.11. Customer user authentication against an LDAP backend 11.12. Customer user authentication with HTTPBasic 11.13. Customer user authentication against a
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Radius backend 18.1. ACL allowing movement into a queue of only those tickets with ticket priority 5. 18.2. ACL allowing movement into a queue of only those tickets with ticket priority 5 stored in the database. 18.3. ACL disabling the closing of tickets in the raw queue, and hiding the close button. 18.4. ACL removing always state closed successful. 18.5. ACL only showing Hardware services for tickets that are created in queues that start with "HW". 18.6. Reference showing all possible important ACL settings. 19.1. Definition of a value series - one element 19.2. Definition of a value series - two elements 21.1. Example To Start The OTRS Scheduler Form An Init.d Script 21.2. Example To Start The OTRS Scheduler 21.3. Example To Force Stop The OTRS Scheduler 21.4. Example To Register The OTRS Scheduler Into the Widows SCM 21.5. Example To Start The OTRS Scheduler 21.6. Example To Force Stop The OTRS Scheduler 22.1. Activate Field1 in New Phone Ticket Screen. 22.2. Activate Field1 in New Phone Ticket Screen as mandatory. 22.3. Activate several fields in New Phone Ticket Screen. 22.4. Deactivate some fields in New Phone Ticket Screen. 22.5. Activate Field1 in Ticket Zoom Screen. 22.6. Activate Field1 in Ticket Overview Small Screens. 22.7. Activate Field1 in TicketCreate event. 22.8. Activate Field1 in the User preferences.

Next > Preface

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Copyright 2001-2012 OTRS Team, All Rights Reserved. - Imprint

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