Table Of Content

OTRS 3.1 - Admin Manual OTRS 3.1 - Admin Manual Copyright © 2003-2012 OTRS AG René Bakker, Stefan Bedorf, Michiel Beijen, Shawn Beasley, Hauke Böttcher, Jens Bothe, Udo Bretz, Martin Edenhofer, Carlos Javier García, Martin Gruner, Manuel Hecht, Christopher Kuhn, André Mindermann, Marc Nilius, Elva María Novoa, Henning Oschwald, Martha Elia Pascual, Thomas Raith, Carlos Fernando Rodríguez, Stefan Rother, Burchard Steinbild, Daniel Zamorano. This work is copyrighted by OTRS AG. You may copy it in whole or in part as long as the copies retain this copyright statement. The source code of this document can be found at source.otrs.org [http://source.otrs.org/viewvc.cgi/doc-admin/]. UNIX is a registered trademark of X/Open Company Limited. Linux is a registered trademark of Linus Torvalds. MS-DOS, Windows, Windows 95, Windows 98, Windows NT, Windows 2000, Windows XP, Windows 2003, Windows Vista and Windows 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 Software 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 without the guarantee for their free use and are possibly registered trade marks. OTRS AG essentially follows the notations of the manufacturers. Other products mentioned in this manual may be trademarks of the respective manufacturer. Table of Contents Preface .......................................................................................................................... xii 1. Trouble Ticket Systems - The Basics ............................................................................ 1 What is a trouble ticket system, and why do you need one? ....................................... 1 What is a trouble ticket? .......................................................................................... 2 2. OTRS Help Desk ......................................................................................................... 3 Basics ..................................................................................................................... 3 Features .................................................................................................................. 3 New features of OTRS 3.1 ............................................................................... 5 Top new features of OTRS 3.0 ......................................................................... 9 New features of OTRS 2.4 ............................................................................. 10 Hardware and software requirements ...................................................................... 13 Perl support ................................................................................................... 13 Web server support ....................................................................................... 13 Database support ........................................................................................... 13 Web browser support ..................................................................................... 14 Community ............................................................................................................ 14 Commercial Support and Services for OTRS ........................................................... 14 3. Installation ................................................................................................................. 15 The simple way - Installation of pre-built packages .................................................. 15 Installing the RPM on a SUSE Linux server ..................................................... 15 Installing OTRS on a CentOS system ............................................................. 17 Installing OTRS on a Debian system ............................................................... 17 Installing OTRS on a Ubuntu system .............................................................. 17 Installing OTRS on Microsoft Windows systems ............................................... 17 Installation from source (Linux, Unix) ...................................................................... 17 Preparing the installation from source ............................................................. 17 Installation of Perl modules ............................................................................ 18 Configuring the Apache web server ................................................................ 21 Configuring the database ............................................................................... 22 Setting up the cron jobs for OTRS .................................................................. 28 Upgrading the OTRS Framework ............................................................................ 32 Upgrading Windows Installer .................................................................................. 37 Upgrading Microsoft SQL Server Data Types .......................................................... 37 4. First steps ................................................................................................................. 39 Agent web interface ............................................................................................... 39 Customer web interface ......................................................................................... 39 Public web interface ............................................................................................... 40 First login .............................................................................................................. 41 The web interface - an overview ............................................................................. 41 What is a queue? .................................................................................................. 43 User preferences ................................................................................................... 44 5. The ADMIN area of OTRS ......................................................................................... 46 Basics ................................................................................................................... 46 Agents, Groups and Roles ..................................................................................... 46 Agents ........................................................................................................... 46 Groups .......................................................................................................... 47 Roles ............................................................................................................. 50 Customers and Customer Groups ........................................................................... 54 Customers ..................................................................................................... 54 Customer Groups ........................................................................................... 56 Queues ................................................................................................................. 57 iii OTRS 3.1 - Admin Manual Salutations, signatures, attachments and responses ................................................ 59 Salutations ..................................................................................................... 59 Signatures ..................................................................................................... 60 Attachments ................................................................................................... 61 Responses .................................................................................................... 64 Auto responses ...................................................................................................... 66 Email addresses .................................................................................................... 69 Notifications ........................................................................................................... 70 SMIME .................................................................................................................. 72 PGP ...................................................................................................................... 73 States .................................................................................................................... 73 SysConfig .............................................................................................................. 74 Using mail accounts ............................................................................................... 75 Filtering incoming email messages ......................................................................... 76 Executing automated jobs with the GenericAgent ..................................................... 78 Admin email .......................................................................................................... 79 Session management ............................................................................................. 80 System Log ........................................................................................................... 81 SQL queries via the SQL box ................................................................................. 82 Package Manager .................................................................................................. 82 Web Services ........................................................................................................ 83 Dynamic Fields ...................................................................................................... 84 6. System Configuration ................................................................................................. 85 OTRS config files ................................................................................................... 85 Configuring the system through the web interface .................................................... 85 7. Sending/Receiving emails ........................................................................................... 87 Sending emails ...................................................................................................... 87 Via Sendmail (default) .................................................................................... 87 Via SMTP server or smarthost ........................................................................ 87 Receiving emails .................................................................................................... 87 Mail accounts configured via the OTRS GUI .................................................... 87 Via command line program and procmail (otrs.PostMaster.pl) ........................... 89 Fetching emails via POP3 or IMAP and fetchmail for otrs.PostMaster.pl ............. 89 Filtering/dispatching by OTRS/PostMaster modules (for more complex dispatching) ................................................................................................... 90 8. Time related functions ................................................................................................ 92 Setting up business hours, holidays and time zones ................................................ 92 Business Hours ............................................................................................. 92 Fixed date holidays ........................................................................................ 92 TimeVacationDaysOneTime ............................................................................ 92 Automated Unlocking ............................................................................................. 93 9. Ticket Responsibility & Ticket Watching ...................................................................... 94 Ticket Responsibility ............................................................................................... 94 Ticket watching ...................................................................................................... 95 10. Customizing the PDF output ..................................................................................... 97 11. Using external backends .......................................................................................... 98 Customer data ....................................................................................................... 98 Customer user backend ......................................................................................... 98 Database (Default) ......................................................................................... 98 LDAP ........................................................................................................... 102 Use more than one customer backend with OTRS ......................................... 105 Backends to authenticate Agents and Customers ................................................... 108 Authentication backends for Agents .............................................................. 108 Authentication backends for Customers ......................................................... 111 iv OTRS 3.1 - Admin Manual Customize the customer self-registration ............................................................... 113 Customizing the web interface ...................................................................... 113 Customer mapping ....................................................................................... 113 Customize the customer_user table in the OTRS DB ...................................... 115 12. States .................................................................................................................... 117 Predefined states ................................................................................................. 117 New ............................................................................................................. 117 Open ........................................................................................................... 117 Pending reminder ......................................................................................... 117 Pending auto close- ..................................................................................... 117 Pending auto close+ .................................................................................... 117 Merged ........................................................................................................ 117 Closed Successful ........................................................................................ 117 Closed Unsuccessful .................................................................................... 117 Customizing states ............................................................................................... 118 13. Modifying ticket priorities ........................................................................................ 121 14. Creating your own themes ...................................................................................... 122 15. Localization of the OTRS frontend ........................................................................... 123 16. PGP ...................................................................................................................... 124 17. S/MIME ................................................................................................................. 128 18. Access Control Lists (ACLs) ................................................................................... 132 Introduction .......................................................................................................... 132 Examples ............................................................................................................. 132 Reference ............................................................................................................ 135 19. Stats module .......................................................................................................... 140 Handling of the module by the agent ..................................................................... 140 Overview ..................................................................................................... 140 Generate and view reports ........................................................................... 141 Edit / New .................................................................................................... 144 Import .......................................................................................................... 149 Administration of the stats module by the OTRS administrator ................................ 150 Permission settings, Groups and Queues ...................................................... 150 SysConfig .................................................................................................... 150 Administration of the stats module by the system administrator ............................... 150 Data base table ........................................................................................... 151 List of all files .............................................................................................. 151 Caching ....................................................................................................... 151 otrs.GenerateStats.pl .................................................................................... 151 Automated stat generation - Cronjob ............................................................. 152 Static stats ................................................................................................... 152 Using old static stats .................................................................................... 152 Default stats ................................................................................................ 153 20. Generic Interface .................................................................................................... 154 Generic Interface Layers ...................................................................................... 154 Network Transport ........................................................................................ 155 Data Mapping .............................................................................................. 155 Controller ..................................................................................................... 155 Operation (OTRS as a provider) ................................................................... 155 Invoker (OTRS as a requester) ..................................................................... 155 Generic Interface Communication Flow ................................................................. 156 OTRS as Provider ........................................................................................ 156 OTRS as Requester ..................................................................................... 157 Web Services ...................................................................................................... 159 Web Service Graphical Interface ........................................................................... 159 v OTRS 3.1 - Admin Manual Web Service Overview ................................................................................. 159 Web Service Add ......................................................................................... 160 Web Service Change ................................................................................... 161 Web Service Command Line Interface .................................................................. 175 Web Service Configuration ........................................................................... 175 Web Service Debugger ................................................................................ 176 Web Service Configuration ................................................................................... 177 Configuration Details .................................................................................. 179 Connectors .......................................................................................................... 184 Bundled Connectors ..................................................................................... 185 Examples: .................................................................................................... 195 21. OTRS Scheduler .................................................................................................... 200 Scheduler Graphical Interface ............................................................................... 200 Scheduler Not Running Notification ............................................................... 200 Start Scheduler ............................................................................................ 201 Scheduler Command Line Interface ...................................................................... 201 Unix / Linux .................................................................................................. 202 Windows ...................................................................................................... 204 22. Dynamic Fields ...................................................................................................... 206 Introduction .......................................................................................................... 206 Configuration ....................................................................................................... 206 Adding a Dynamic Field ............................................................................... 207 Text Dynamic Field Configuration .................................................................. 209 Textarea Dynamic Field Configuration ........................................................... 210 Checkbox Dynamic Field Configuration ......................................................... 211 Dropdown Dynamic Field Configuration ......................................................... 212 Multiselect Dynamic Field Configuration ........................................................ 213 Date Dynamic Field Configuration ................................................................. 214 Date / Time Dynamic Field Configuration ....................................................... 215 Editing a Dynamic Field ................................................................................ 217 Showing a Dynamic Field on a Screen .......................................................... 218 Setting a Default Value by a Ticket Event Module .......................................... 225 Set a Default Value by User Preferences ...................................................... 226 Updating from OTRS 3.0 .............................................................................. 227 23. Additional applications ............................................................................................ 230 FAQ .................................................................................................................... 230 24. Performance Tuning ............................................................................................... 231 OTRS .................................................................................................................. 231 TicketIndexModule ....................................................................................... 231 TicketStorageModule .................................................................................... 231 Archiving Tickets .......................................................................................... 232 Database ............................................................................................................. 233 MySQL ........................................................................................................ 233 PostgreSQL ................................................................................................. 233 Webserver ........................................................................................................... 233 Pre-established database connections ........................................................... 233 Preloaded modules - startup.pl ..................................................................... 234 Reload Perl modules when updated on disk .................................................. 234 Choosing the Right Strategy ......................................................................... 234 mod_gzip/mod_deflate .................................................................................. 234 25. Backing up the system ........................................................................................... 235 Backup ................................................................................................................ 235 Restore ................................................................................................................ 235 A. Additional Resources ............................................................................................... 237 vi OTRS 3.1 - Admin Manual Homepage OTRS.org ........................................................................................... 237 Mailing lists .......................................................................................................... 237 Bug tracking ........................................................................................................ 238 Commercial Support ............................................................................................. 238 B. Configuration Options Reference .............................................................................. 239 Framework ........................................................................................................... 239 Core ............................................................................................................ 239 Core::Cache ................................................................................................. 249 Core::LinkObject ........................................................................................... 249 Core::Log ..................................................................................................... 251 Core::MIME-Viewer ...................................................................................... 252 Core::MirrorDB ............................................................................................. 254 Core::PDF .................................................................................................... 255 Core::Package ............................................................................................. 258 Core::PerformanceLog .................................................................................. 260 Core::ReferenceData .................................................................................... 261 Core::SOAP ................................................................................................. 262 Core::Sendmail ............................................................................................ 262 Core::Session .............................................................................................. 265 Core::SpellChecker ....................................................................................... 270 Core::Stats ................................................................................................... 271 Core::Stats::Graph ........................................................................................ 272 Core::Time ................................................................................................... 277 Core::Time::Calendar1 .................................................................................. 282 Core::Time::Calendar2 .................................................................................. 285 Core::Time::Calendar3 .................................................................................. 288 Core::Time::Calendar4 .................................................................................. 291 Core::Time::Calendar5 .................................................................................. 295 Core::Time::Calendar6 .................................................................................. 298 Core::Time::Calendar7 .................................................................................. 301 Core::Time::Calendar8 .................................................................................. 304 Core::Time::Calendar9 .................................................................................. 308 Core::Web ................................................................................................... 311 Core::WebUserAgent .................................................................................... 325 Crypt::PGP .................................................................................................. 326 Crypt::SMIME ............................................................................................... 328 Frontend::Admin::AdminCustomerUser .......................................................... 329 Frontend::Admin::ModuleRegistration ............................................................ 329 Frontend::Agent ........................................................................................... 350 Frontend::Agent::Dashboard ......................................................................... 357 Frontend::Agent::LinkObject .......................................................................... 361 Frontend::Agent::ModuleMetaHead ................................................................ 361 Frontend::Agent::ModuleNotify ...................................................................... 362 Frontend::Agent::ModuleRegistration ............................................................. 364 Frontend::Agent::NavBarModule .................................................................... 370 Frontend::Agent::Preferences ........................................................................ 371 Frontend::Agent::SearchRouter ..................................................................... 376 Frontend::Agent::Stats .................................................................................. 377 Frontend::Customer ...................................................................................... 380 Frontend::Customer::Auth ............................................................................. 389 Frontend::Customer::ModuleMetaHead .......................................................... 397 Frontend::Customer::ModuleNotify ................................................................. 397 Frontend::Customer::ModuleRegistration ....................................................... 398 Frontend::Customer::Preferences .................................................................. 400 vii OTRS 3.1 - Admin Manual Frontend::Public ........................................................................................... 404 Frontend::Public::ModuleRegistration ............................................................. 404 Ticket .................................................................................................................. 405 Core ............................................................................................................ 405 Core::FulltextSearch ..................................................................................... 405 Core::LinkObject ........................................................................................... 406 Core::PostMaster ......................................................................................... 407 Core::Stats ................................................................................................... 418 Core::Ticket ................................................................................................. 420 Core::TicketACL ........................................................................................... 439 Core::TicketBulkAction .................................................................................. 440 Core::TicketDynamicFieldDefault ................................................................... 440 Core::TicketWatcher ..................................................................................... 447 Frontend::Admin::ModuleRegistration ............................................................ 448 Frontend::Agent ........................................................................................... 458 Frontend::Agent::CustomerSearch ................................................................. 467 Frontend::Agent::Dashboard ......................................................................... 469 Frontend::Agent::ModuleMetaHead ................................................................ 473 Frontend::Agent::ModuleNotify ...................................................................... 473 Frontend::Agent::ModuleRegistration ............................................................. 474 Frontend::Agent::Preferences ........................................................................ 490 Frontend::Agent::SearchRouter ..................................................................... 497 Frontend::Agent::Ticket::ArticleAttachmentModule .......................................... 497 Frontend::Agent::Ticket::ArticleComposeModule ............................................. 498 Frontend::Agent::Ticket::ArticleViewModule .................................................... 498 Frontend::Agent::Ticket::ArticleViewModulePre ............................................... 499 Frontend::Agent::Ticket::MenuModule ............................................................ 500 Frontend::Agent::Ticket::MenuModulePre ....................................................... 508 Frontend::Agent::Ticket::ViewBounce ............................................................. 513 Frontend::Agent::Ticket::ViewBulk ................................................................. 514 Frontend::Agent::Ticket::ViewClose ............................................................... 518 Frontend::Agent::Ticket::ViewCompose .......................................................... 525 Frontend::Agent::Ticket::ViewCustomer ......................................................... 528 Frontend::Agent::Ticket::ViewEmailNew ......................................................... 529 Frontend::Agent::Ticket::ViewEscalation ......................................................... 532 Frontend::Agent::Ticket::ViewForward ............................................................ 533 Frontend::Agent::Ticket::ViewFreeText ........................................................... 536 Frontend::Agent::Ticket::ViewHistory .............................................................. 543 Frontend::Agent::Ticket::ViewMailbox ............................................................ 543 Frontend::Agent::Ticket::ViewMerge .............................................................. 545 Frontend::Agent::Ticket::ViewMove ................................................................ 546 Frontend::Agent::Ticket::ViewNote ................................................................. 549 Frontend::Agent::Ticket::ViewOwner .............................................................. 556 Frontend::Agent::Ticket::ViewPending ............................................................ 563 Frontend::Agent::Ticket::ViewPhoneInbound .................................................. 570 Frontend::Agent::Ticket::ViewPhoneNew ........................................................ 574 Frontend::Agent::Ticket::ViewPhoneOutbound ................................................ 578 Frontend::Agent::Ticket::ViewPrint ................................................................. 581 Frontend::Agent::Ticket::ViewPriority .............................................................. 582 Frontend::Agent::Ticket::ViewQueue .............................................................. 589 Frontend::Agent::Ticket::ViewResponsible ...................................................... 591 Frontend::Agent::Ticket::ViewSearch ............................................................. 599 Frontend::Agent::Ticket::ViewStatus .............................................................. 610 Frontend::Agent::Ticket::ViewZoom ............................................................... 611 viii OTRS 3.1 - Admin Manual Frontend::Agent::TicketOverview ................................................................... 614 Frontend::Agent::ToolBarModule ................................................................... 617 Frontend::Customer ...................................................................................... 622 Frontend::Customer::ModuleMetaHead .......................................................... 626 Frontend::Customer::ModuleRegistration ....................................................... 626 Frontend::Customer::Preferences .................................................................. 630 Frontend::Customer::Ticket::ViewNew ........................................................... 631 Frontend::Customer::Ticket::ViewPrint ........................................................... 637 Frontend::Customer::Ticket::ViewSearch ........................................................ 637 Frontend::Customer::Ticket::ViewZoom .......................................................... 640 Frontend::Queue::Preferences ....................................................................... 644 Frontend::SLA::Preferences .......................................................................... 645 Frontend::Service::Preferences ..................................................................... 645 C. Credits .................................................................................................................... 646 D. GNU Free Documentation License ........................................................................... 648 0. PREAMBLE ..................................................................................................... 648 1. APPLICABILITY AND DEFINITIONS ................................................................. 648 2. VERBATIM COPYING ...................................................................................... 649 3. COPYING IN QUANTITY ................................................................................. 649 4. MODIFICATIONS ............................................................................................. 650 5. COMBINING DOCUMENTS .............................................................................. 651 6. COLLECTIONS OF DOCUMENTS .................................................................... 651 7. AGGREGATION WITH INDEPENDENT WORKS ............................................... 652 8. TRANSLATION ................................................................................................ 652 9. TERMINATION ................................................................................................ 652 10. FUTURE REVISIONS OF THIS LICENSE ....................................................... 652 How to use this License for your documents .......................................................... 653 ix List of Tables 3.1. Needed Perl modules for OTRS .............................................................................. 19 3.2. Description of several cron job scripts. ..................................................................... 29 5.1. Default groups available on a fresh OTRS installation ............................................... 48 5.2. Rights associated with OTRS Groups ....................................................................... 50 5.3. Events for Auto answers ......................................................................................... 68 5.4. Function of the different X-OTRS-headers ................................................................ 76 21.1. List of Init Scripts And Supported Operating Systems ............................................ 202 22.1. The following fields will be added into the system: ................................................. 209 A.1. Mailinglists ............................................................................................................ 237 x

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García, Martin Gruner, Manuel Hecht, Christopher Kuhn, André Mindermann, Marc Nilius, Elva Linux is a registered trademark of Linus Torvalds. of SUSE Linux GmbH, Red Hat and Fedora are registered trademarks of Red Hat,
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García, Martin Gruner, Manuel Hecht, Christopher Kuhn, André Mindermann, Marc Nilius, Elva Linux is a registered trademark of Linus Torvalds. of SUSE Linux GmbH, Red Hat and Fedora are registered trademarks of Red Hat,

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