This glossary covers OTRS terms.
The person who works on the tickets.
Each Agent who is (rw) in the 'admin' group is admin.
The problem reporter.
Web Interface (http://example.com/otrs/index.pl) for the agent to work on the tickets.
Web Interface (http://example.com/otrs/index.pl?Action=Admin) for the admin to do the admin jobs.
Web Interface (http://example.com/otrs/customer.pl) for the customer to create, view and send follow ups for tickets.
Overview of all agent locked tickets.
A screen to create tickets.
Overview of all 'open' and 'unlocked' tickets sorted by queue. Sort order of each queue is priority then age.
A detail view (each action, e. g. move, lock, ...) of a ticket.
A detail view (each article) of a ticket.
New messages in agent locked tickets where the last article isn't written by the agent (e. g. by customer or other agent). The new message notify will go if last article is written by the agent (helps the agent to show what customer needs to be contacted).
Uniq ticket number. Reference for agent and customer. It's possible to change the ticket number format.
Age of the ticket.
Ticket states are e.g 'new' or 'open'. It's also possible to change/add/remove ticket states via the Admin Interface.
How important a ticket is, ticket priorities are e.g '3 normal' or '4 high'. It's also possible to change/add/remove ticket priorities (see doc).
A Ticket is 'locked' or 'unlocked'. That means it's locked for an agent who want's to work on it. At this time it's not writable for other agents! If an agent locks a ticket then the owner will be updated to the current agent automatically.
The current owner of the ticket. Owner isn't equal Lock!
The CustomerID of the customer. Default is the email address.
The CustomerUser (the sender). Default is the email address.
If an escalation time is set for a queue (Admin Interface -> Queue) and a ticket is open and not answered then just this ticket will be shown. No other ticket is accessible via QueueView.
The parts of a ticket (requests, notes, answers) are articles.
The article types:
email-external: email between customer and agent
email-internal: email between agents e. g. for feedback (_not_ shown in customer interface)
email-notification-ext: email notification to customer
email-notification-int: email notification to agent (_not_ shown in customer interface)
phone: phone note
webrequest: request from the customer web interface
note-internal: note just shown for agents (agent to agent - _not_ shown in customer interface)
note-external: note shown for agent and customer (should _not_ be used as communication between customer and agent!)
note-report (note used for reporting - should be used by monitoring tools like Nagius (http://www.nagios.org/)
[not used at this moment: fax, sms]
The creator of the article ('agent', 'customer' or 'system').
Modular default answers for Agent Interface (to write faster answers). Configurable per queue.
Automatically generated responses after customer created a new ticket or wrote a follow up. Configurable per queue.