Documentation OTRS 3.0 - Admin Manual

524 Pages·2014·6.14 MB·English

Documentation
OTRS 3.0 - Admin Manual
Cancún Beach (México) Edition
Build Date:
2011-02-02
OTRS 3.0 - Admin Manual
Copyright © 2003-2011 OTRS AG
René Bakker, Stefan Bedorf, Michiel Beijen, Shawn Beasley, Hauke Böttcher, Jens Bothe, Udo Bretz, Martin Eden-
hofer, 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.
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 trade-
marks 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 Pub-
lic 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 ........................................................................................................................... xi
1. Trouble Ticket Systems - The Basics .......................................................................... 1
1. What is a trouble ticket system, and why do you need one? ............................. 1
2. What is a trouble ticket? .................................................................................... 2
2. OTRS - Open Ticket Request System ......................................................................... 3
1. Basics ................................................................................................................. 3
2. Features .............................................................................................................. 3
2.1. Top new features of OTRS 3.0 ................................................................. 5
2.2. New features of OTRS 2.4 ....................................................................... 6
2.3. New features of OTRS 2.3 ....................................................................... 9
2.4. New features of OTRS 2.2 ..................................................................... 10
2.5. New features of OTRS 2.1 ..................................................................... 11
3. Hardware and software requirements .............................................................. 12
4. Community ....................................................................................................... 12
5. Commercial Support and Services for OTRS .................................................... 13
3. Installation ............................................................................................................... 14
1. The simple way - Installation of pre-built packages ......................................... 14
1.1. Installing the RPM on a SUSE Linux server ............................................ 14
1.2. Installing OTRS on a Debian or Ubuntu system ..................................... 15
1.3. Installing OTRS on Microsoft Windows systems ..................................... 15
2. Installation from source (Linux, Unix) .............................................................. 16
2.1. Preparing the installation from source ................................................... 16
2.2. Installation of Perl modules ................................................................... 17
2.3. Configuring the Apache web server ...................................................... 19
2.4. Configuring the database ...................................................................... 19
2.5. Setting up the cron jobs for OTRS ......................................................... 25
3. Upgrading the OTRS Framework ...................................................................... 29
4. Upgrading Windows Installer ............................................................................ 33
4. First steps ................................................................................................................ 34
1. Agent web interface ......................................................................................... 34
2. Customer web interface ................................................................................... 34
3. Public web interface ......................................................................................... 35
4. First login .......................................................................................................... 35
5. The web interface - an overview ..................................................................... 36
6. What is a queue? ............................................................................................. 38
7. User preferences .............................................................................................. 39
5. The ADMIN area of OTRS ......................................................................................... 41
1. Basics ............................................................................................................... 41
2. Agents, Groups and Roles ................................................................................ 41
2.1. Agents .................................................................................................... 41
2.2. Groups .................................................................................................... 42
2.3. Roles ...................................................................................................... 45
3. Customers and Customer Groups .................................................................... 49
3.1. Customers .............................................................................................. 49
3.2. Customer Groups ................................................................................... 50
4. Queues ............................................................................................................. 52
5. Salutations, signatures, attachments and responses ....................................... 53
5.1. Salutations ............................................................................................. 53
5.2. Signatures .............................................................................................. 55
5.3. Attachments ........................................................................................... 56
5.4. Responses .............................................................................................. 58
6. Auto responses ................................................................................................. 60
7. Email addresses ............................................................................................... 63
8. Notifications ...................................................................................................... 64
9. SMIME ............................................................................................................... 65
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10. PGP ................................................................................................................. 66
11. States ............................................................................................................. 66
12. SysConfig ........................................................................................................ 67
13. Using mail accounts ....................................................................................... 68
14. Filtering incoming messages .......................................................................... 69
15. Executing automated jobs with the GenericAgent ......................................... 71
16. Admin email ................................................................................................... 72
17. Session management ..................................................................................... 73
18. System Log ..................................................................................................... 74
19. SQL queries via the SQL box ......................................................................... 74
20. Package Manager ........................................................................................... 75
6. System Configuration .............................................................................................. 77
1. OTRS config files .............................................................................................. 77
2. Configuring the system through the web interface .......................................... 77
7. Sending/Receiving emails ........................................................................................ 79
1. Sending emails ................................................................................................. 79
1.1. Via Sendmail (default) ........................................................................... 79
1.2. Via SMTP server or smarthost ............................................................... 79
2. Receiving emails .............................................................................................. 79
2.1. Mail accounts configured via the OTRS GUI .......................................... 79
2.2. Via command line program and procmail (otrs.PostMaster.pl) ............... 80
2.3. Fetching emails via POP3 or IMAP and fetchmail for
otrs.PostMaster.pl .......................................................................................... 81
2.4. Filtering/dispatching by OTRS/PostMaster modules (for more complex
dispatching) ................................................................................................... 81
8. Time related functions ............................................................................................. 83
1. Setting up business hours, holidays and time zones ....................................... 83
1.1. Business Hours ...................................................................................... 83
1.2. Fixed date holidays ................................................................................ 83
1.3. TimeVacationDaysOneTime .................................................................... 83
2. Automated Unlocking ....................................................................................... 83
9. Ticket Responsibility & Ticket Watching .................................................................. 85
1. Ticket Responsibility ......................................................................................... 85
2. Ticket watching ................................................................................................ 86
10. Customize the PDF output ..................................................................................... 88
11. Using external backends ........................................................................................ 89
1. Customer data .................................................................................................. 89
2. Customer user backend ................................................................................... 89
2.1. Database (Default) ................................................................................ 89
2.2. LDAP ....................................................................................................... 92
2.3. Use more than one customer backend with OTRS ................................. 94
3. Backends to authenticate Agents and Customers ............................................ 96
3.1. Authentication backends for Agents ...................................................... 96
3.2. Authentication backends for Customers ................................................ 98
4. Customize the customer self-registration ......................................................... 99
4.1. Customizing the web interface ............................................................ 100
4.2. Customer mapping .............................................................................. 100
4.3. Customize the customer_user table in the OTRS DB ........................... 101
12. States ................................................................................................................... 102
1. Predefined states ............................................................................................ 102
1.1. New ...................................................................................................... 102
1.2. Open .................................................................................................... 102
1.3. Pending reminder ................................................................................. 102
1.4. Pending auto close- ............................................................................. 102
1.5. Pending auto close+ ............................................................................ 102
1.6. Merged ................................................................................................. 102
1.7. Closed Successful ................................................................................ 102
1.8. Closed Unsuccessful ............................................................................ 102
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2. Customizing states ......................................................................................... 102
13. Modifying ticket priorities .................................................................................... 105
14. Creating your own themes .................................................................................. 106
15. Localization of the OTRS frontend ....................................................................... 107
16. PGP ....................................................................................................................... 108
17. S/MIME ................................................................................................................. 111
18. Access Control Lists (ACLs) .................................................................................. 114
19. Stats module ........................................................................................................ 117
1. Handling of the module by the agent ............................................................ 117
1.1. Overview .............................................................................................. 117
1.2. Generate and view reports .................................................................. 118
1.3. Edit / New ............................................................................................ 121
1.4. Import .................................................................................................. 125
2. Administration of the stats module by the OTRS administrator ..................... 126
2.1. Permission settings, Groups and Queues ............................................. 126
2.2. SysConfig ............................................................................................. 126
3. Administration of the stats module by the system administrator ................... 126
3.1. Data base table ................................................................................... 126
3.2. List of all files ...................................................................................... 126
3.3. Caching ................................................................................................ 127
3.4. otrs.GenerateStats.pl ........................................................................... 127
3.5. Automated stat generation - Cronjob .................................................. 127
3.6. Static stats ........................................................................................... 127
3.7. Using old static stats ........................................................................... 128
3.8. Default stats ........................................................................................ 128
20. Additional applications ......................................................................................... 129
1. FAQ ................................................................................................................. 129
21. Performance Tuning ............................................................................................. 130
1. OTRS ............................................................................................................... 130
1.1. TicketIndexModule ............................................................................... 130
1.2. TicketStorageModule ............................................................................ 130
1.3. Archiving Tickets .................................................................................. 130
2. Database ........................................................................................................ 131
2.1. MySQL .................................................................................................. 131
2.2. PostgreSQL ........................................................................................... 132
3. Webserver ...................................................................................................... 132
3.1. Pre-established database connections ................................................. 132
3.2. Preloaded modules - startup.pl ............................................................ 132
3.3. Reload Perl modules when updated on disk ........................................ 132
3.4. Choosing the Right Strategy ................................................................ 132
3.5. mod_gzip/mod_deflate ......................................................................... 132
22. Backing up the system ........................................................................................ 133
1. Backup ............................................................................................................ 133
2. Restore ........................................................................................................... 133
A. Additional Resources .............................................................................................. 135
1. Homepage OTRS.org ...................................................................................... 135
2. Mailing lists .................................................................................................... 135
3. Bug tracking ................................................................................................... 136
4. Commercial Support ....................................................................................... 136
B. Configuration Options Reference ........................................................................... 137
1. Framework ...................................................................................................... 137
1.1. Core ..................................................................................................... 137
1.2. Core::LinkObject ................................................................................... 146
1.3. Core::Log .............................................................................................. 147
1.4. Core::MIME-Viewer ............................................................................... 149
1.5. Core::MirrorDB ..................................................................................... 150
1.6. Core::PDF ............................................................................................. 151
1.7. Core::Package ...................................................................................... 154
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1.8. Core::PerformanceLog .......................................................................... 155
1.9. Core::SOAP ........................................................................................... 156
1.10. Core::Sendmail ................................................................................... 157
1.11. Core::Session ..................................................................................... 159
1.12. Core::SpellChecker ............................................................................. 163
1.13. Core::Stats ......................................................................................... 164
1.14. Core::Stats::Graph .............................................................................. 165
1.15. Core::Time .......................................................................................... 170
1.16. Core::Time::Calendar1 ....................................................................... 174
1.17. Core::Time::Calendar2 ....................................................................... 176
1.18. Core::Time::Calendar3 ....................................................................... 179
1.19. Core::Time::Calendar4 ....................................................................... 181
1.20. Core::Time::Calendar5 ....................................................................... 184
1.21. Core::Time::Calendar6 ....................................................................... 187
1.22. Core::Time::Calendar7 ....................................................................... 189
1.23. Core::Time::Calendar8 ....................................................................... 192
1.24. Core::Time::Calendar9 ....................................................................... 194
1.25. Core::Web .......................................................................................... 197
1.26. Core::WebUserAgent .......................................................................... 210
1.27. Crypt::PGP .......................................................................................... 210
1.28. Crypt::SMIME ...................................................................................... 212
1.29. Frontend::Admin::AdminCustomerUser .............................................. 213
1.30. Frontend::Admin::ModuleRegistration ................................................ 213
1.31. Frontend::Agent ................................................................................. 224
1.32. Frontend::Agent::Dashboard .............................................................. 229
1.33. Frontend::Agent::ModuleMetaHead .................................................... 232
1.34. Frontend::Agent::ModuleNotify ........................................................... 233
1.35. Frontend::Agent::ModuleRegistration ................................................. 234
1.36. Frontend::Agent::NavBarModule ........................................................ 239
1.37. Frontend::Agent::Preferences ............................................................. 240
1.38. Frontend::Agent::SearchRouter .......................................................... 245
1.39. Frontend::Agent::Stats ....................................................................... 245
1.40. Frontend::Customer ........................................................................... 248
1.41. Frontend::Customer::Auth .................................................................. 255
1.42. Frontend::Customer::ModuleMetaHead .............................................. 263
1.43. Frontend::Customer::ModuleNotify ..................................................... 263
1.44. Frontend::Customer::ModuleRegistration ........................................... 264
1.45. Frontend::Customer::Preferences ....................................................... 265
1.46. Frontend::Public ................................................................................. 268
1.47. Frontend::Public::ModuleRegistration ................................................. 269
2. Ticket .............................................................................................................. 269
2.1. Core::ArticleFreeText ............................................................................ 269
2.2. Core::FulltextSearch ............................................................................. 273
2.3. Core::LinkObject ................................................................................... 274
2.4. Core::PostMaster .................................................................................. 274
2.5. Core::Stats ........................................................................................... 285
2.6. Core::Ticket .......................................................................................... 286
2.7. Core::TicketACL .................................................................................... 301
2.8. Core::TicketBulkAction ......................................................................... 301
2.9. Core::TicketFreeText ............................................................................. 302
2.10. Core::TicketFreeTextDefault ................................................................ 323
2.11. Core::TicketFreeTime .......................................................................... 329
2.12. Core::TicketWatcher ........................................................................... 335
2.13. Frontend::Admin::ModuleRegistration ................................................ 335
2.14. Frontend::Agent ................................................................................. 343
2.15. Frontend::Agent::CustomerSearch ..................................................... 351
2.16. Frontend::Agent::Dashboard .............................................................. 352
2.17. Frontend::Agent::ModuleMetaHead .................................................... 355
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2.18. Frontend::Agent::ModuleNotify ........................................................... 356
2.19. Frontend::Agent::ModuleRegistration ................................................. 356
2.20. Frontend::Agent::Preferences ............................................................. 368
2.21. Frontend::Agent::SearchRouter .......................................................... 373
2.22. Frontend::Agent::Ticket::ArticleAttachmentModule ............................ 374
2.23. Frontend::Agent::Ticket::ArticleComposeModule ................................ 374
2.24. Frontend::Agent::Ticket::ArticleViewModule ....................................... 375
2.25. Frontend::Agent::Ticket::ArticleViewModulePre .................................. 375
2.26. Frontend::Agent::Ticket::MenuModule ................................................ 376
2.27. Frontend::Agent::Ticket::MenuModulePre ........................................... 382
2.28. Frontend::Agent::Ticket::ViewBounce ................................................. 386
2.29. Frontend::Agent::Ticket::ViewBulk ...................................................... 387
2.30. Frontend::Agent::Ticket::ViewClose .................................................... 390
2.31. Frontend::Agent::Ticket::ViewCompose .............................................. 396
2.32. Frontend::Agent::Ticket::ViewCustomer ............................................. 400
2.33. Frontend::Agent::Ticket::ViewEmailNew ............................................. 401
2.34. Frontend::Agent::Ticket::ViewEscalation ............................................ 404
2.35. Frontend::Agent::Ticket::ViewForward ................................................ 405
2.36. Frontend::Agent::Ticket::ViewFreeText ............................................... 408
2.37. Frontend::Agent::Ticket::ViewHistory ................................................. 415
2.38. Frontend::Agent::Ticket::ViewMailbox ................................................ 415
2.39. Frontend::Agent::Ticket::ViewMerge ................................................... 417
2.40. Frontend::Agent::Ticket::ViewMove .................................................... 418
2.41. Frontend::Agent::Ticket::ViewNote ..................................................... 420
2.42. Frontend::Agent::Ticket::ViewOwner .................................................. 427
2.43. Frontend::Agent::Ticket::ViewPending ................................................ 434
2.44. Frontend::Agent::Ticket::ViewPhoneNew ............................................ 441
2.45. Frontend::Agent::Ticket::ViewPhoneOutbound ................................... 445
2.46. Frontend::Agent::Ticket::ViewPriority ................................................. 449
2.47. Frontend::Agent::Ticket::ViewQueue .................................................. 456
2.48. Frontend::Agent::Ticket::ViewResponsible .......................................... 458
2.49. Frontend::Agent::Ticket::ViewSearch .................................................. 465
2.50. Frontend::Agent::Ticket::ViewStatus .................................................. 480
2.51. Frontend::Agent::Ticket::ViewZoom ................................................... 481
2.52. Frontend::Agent::TicketOverview ....................................................... 483
2.53. Frontend::Agent::ToolBarModule ........................................................ 484
2.54. Frontend::Customer ........................................................................... 488
2.55. Frontend::Customer::ModuleMetaHead .............................................. 490
2.56. Frontend::Customer::ModuleRegistration ........................................... 490
2.57. Frontend::Customer::Preferences ....................................................... 493
2.58. Frontend::Customer::Ticket::ViewNew ................................................ 494
2.59. Frontend::Customer::Ticket::ViewSearch ............................................ 499
2.60. Frontend::Customer::Ticket::ViewZoom .............................................. 502
2.61. Frontend::Queue::Preferences ............................................................ 505
2.62. Frontend::SLA::Preferences ................................................................ 506
2.63. Frontend::Service::Preferences ........................................................... 506
C. Credits .................................................................................................................... 507
D. GNU Free Documentation License ......................................................................... 509
0. PREAMBLE ...................................................................................................... 509
1. APPLICABILITY AND DEFINITIONS ................................................................... 509
2. VERBATIM COPYING ........................................................................................ 510
3. COPYING IN QUANTITY ................................................................................... 510
4. MODIFICATIONS .............................................................................................. 511
5. COMBINING DOCUMENTS ............................................................................... 512
6. COLLECTIONS OF DOCUMENTS ...................................................................... 512
7. AGGREGATION WITH INDEPENDENT WORKS .................................................. 512
8. TRANSLATION ................................................................................................. 513
9. TERMINATION .................................................................................................. 513
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10. FUTURE REVISIONS OF THIS LICENSE .......................................................... 513
How to use this License for your documents ..................................................... 513
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List of Tables
3.1. Needed Perl modules for OTRS ............................................................................ 17
3.2. Description of several cron job scripts. ................................................................ 26
5.1. Default groups available on a fresh OTRS installation .......................................... 42
5.2. Rights associated with OTRS Groups .................................................................... 44
5.3. Events for Auto answers ....................................................................................... 61
5.4. Function of the different X-OTRS-headers ............................................................ 69
A.1. Mailinglists .......................................................................................................... 135
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List of Examples
5.1. Sort spam mails into a specific queue ................................................................. 71
7.1. .fetchmailrc ............................................................................................................ 81
7.2. Example jobs for the filter module Kernel::System::PostMaster::Filter::Match ....... 81
7.3. Example job for the filter module Kernel::System::PostMaster::Filter::CMD .......... 82
11.1. Configuring a DB customer backend .................................................................. 89
11.2. Using company tickets with a DB backend ......................................................... 92
11.3. Configuring an LDAP customer backend ............................................................. 92
11.4. Using Company tickets with an LDAP backend ................................................... 93
11.5. Using more than one customer backend with OTRS ........................................... 94
11.6. Authenticate agents against a DB backend ........................................................ 96
11.7. Authenticate agents against an LDAP backend .................................................. 96
11.8. Authenticate Agents using HTTPBasic ................................................................ 97
11.9. Authenticate Agents against a Radius backend .................................................. 98
11.10. Customer user authentication against a DB backend ....................................... 98
11.11. Customer user authentication against an LDAP backend ................................. 98
11.12. Customer user authentication with HTTPBasic ................................................. 99
11.13. Customer user authentication against a Radius backend ................................. 99
18.1. ACL allowing movement into a queue of only those tickets with ticket priority
5. ................................................................................................................................ 114
18.2. ACL disabling the closing of tickets in the raw queue, and hiding the close
button. ........................................................................................................................ 114
18.3. ACL removing the status for all agents, only providing it for a group. .............. 115
18.4. ACL only showing Hardware services for tickets that are created in queues
that start with "HW". ................................................................................................. 115
19.1. Definition of a value series - one element ........................................................ 124
19.2. Definition of a value series - two elements ...................................................... 124
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