OTRS - 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
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
5. First Ticket
How can somebody write e-mails to the OTRS?
Config of fetchmail
Config of sendmail in SuSE Linux
6. Dispatching of incoming email
With OTRS
With procmail (for more complex dispatching)
Example with procmail and a webform
7. Config File
Kernel/Config.pm - TicketHook
FQDN
Log
User Authentication
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
8. Language translations
New translation files
9. Customize the frontend
The dtl syntax
Examples of dtl files
Motd.dtl
Login.dtl
Header.dtl
Create a new theme
10. Generic-Agent
Config File
Examples
close spam tickets
delete tickets
move tickets from tricky to experts
move escalation ticket to experts and execute CMD
11. Performance Tuning
OTRS
TicketIndexModule
TicketStorageModule
Database
Webserver
12. 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
13. FAQ
A. Online resources
OTRS 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
5-1. .fetchmailrc
5-2. /etc/mail/virtusertable
6-1. .procmailrc
7-1. TicketHook
7-2. Kernel/Config.pm - FQDN
7-3. Kernel/Config.pm - LogModule
7-4. Kernel/Config.pm - AuthModule
7-5. Kernel/Config.pm - PostmasterMaxEmails
7-6. Kernel/Config.pm - TicketNumberGenerator
7-7. Kernel/Config.pm - Database settings
7-8. Kernel/Config.pm - MoveInToAllQueues
7-9. Kernel/Config.pm - ChangeOwnerToEveryone
7-10. Kernel/Config.pm - Custom Queue
7-11. Kernel/Config.pm - Agent notification
7-12. Kernel/Config.pm - Session management
7-13. Kernel/Config.pm - URL login and logout settings
7-14. Kernel/Config.pm - agent area default settings
8-1. Kernel/Language/de.pm - Old file
8-2. Kernel/Language/fr.pm - New file