OTRS 2.2 - Admin Manual

502 Pages·2012·5.45 MB·English

OTRS 2.2 - Admin Manual
OTRS 2.2 - Admin Manual
Copyright © 2003-2008 OTRS AG
Christian Schöpplein, Richard Kammermeyer, Stefan Rother, Thomas Raith, Burchard Steinbild, André Mindermann, Martin
Edenhofer, Christopher Kuhn, Henning Oschwald, Manuel Hecht, René Bakker, Bodo Bauer, Hauke Böttcher, Jens Bothe
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.
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 and Windows 2003 are registered
trademarks of Microsoft Corporation. Other trademarks and registered trademarks are: SUSE and YaST of SUSE AG, 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 MySQL AB.
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 ............................................................................................................................ x
1. Basics about trouble ticket systems .............................................................................. 1
What is a trouble ticket system, when do you need it? ............................................... 1
What is a trouble ticket? .......................................................................................... 2
2. OTRS - Open Ticket Request System .......................................................................... 3
Basics ..................................................................................................................... 3
Features .................................................................................................................. 3
New features of OTRS 2.1 ............................................................................... 5
New features of OTRS 2.2 ............................................................................... 6
Hard and software requirements ............................................................................... 7
Community .............................................................................................................. 8
Commercial Support for OTRS ................................................................................. 8
3. Installation of the OTRS framework .............................................................................. 9
The simple way - Installation of prebuilt packages ..................................................... 9
Installing the rpm on a SUSE distro .................................................................. 9
Installing OTRS on a Debian system ............................................................... 14
Installing OTRS on Microsoft Windows systems ............................................... 14
Installation from source (Linux, Unix) ...................................................................... 14
Preparing the installation from source ............................................................. 14
Installation of needed Perl modules ................................................................ 15
Configuring the apache web server ................................................................. 17
Configuring the database ............................................................................... 18
Setting up the cron jobs for OTRS .................................................................. 22
4. First steps in OTRS ................................................................................................... 27
Agent web interface ............................................................................................... 27
Customer web interface ......................................................................................... 27
Public web interface ............................................................................................... 28
First login .............................................................................................................. 29
An overview to the web interface ............................................................................ 29
What is a queue? .................................................................................................. 31
User preferences ................................................................................................... 32
5. The admin area of OTRS ........................................................................................... 34
Basics ................................................................................................................... 34
User, groups and roles ........................................................................................... 34
User .............................................................................................................. 34
Groups .......................................................................................................... 35
Roles ............................................................................................................. 37
Customer users and customer groups ..................................................................... 39
Customer users ............................................................................................. 39
Customer groups ........................................................................................... 40
Queues ................................................................................................................. 41
Salutations, signatures, attachments and responses ................................................ 42
Salutations ..................................................................................................... 43
Signatures ..................................................................................................... 44
Attachments ................................................................................................... 45
Auto answers ......................................................................................................... 46
Email addresses .................................................................................................... 48
Notifications ........................................................................................................... 49
SMIME .................................................................................................................. 50
PGP ...................................................................................................................... 50
States .................................................................................................................... 51
iii
OTRS 2.2 - Admin Manual
The graphical configuration frontend (SysConfig) ..................................................... 52
Using POP3 accounts ............................................................................................ 52
Filtering incoming messages .................................................................................. 53
Executing automated jobs with the GenericAgent ..................................................... 55
Admin email .......................................................................................................... 57
Session management ............................................................................................. 57
System Log ........................................................................................................... 58
SQL queries via the select box ............................................................................... 59
Package manager .................................................................................................. 59
6. Configuring the system .............................................................................................. 61
The config files of OTRS ........................................................................................ 61
Configuring the system through the web interface .................................................... 61
7. Sending/Receiving emails ........................................................................................... 63
Sending emails ...................................................................................................... 63
Via Sendmail (default) .................................................................................... 63
Via SMTP relay/smarthost .............................................................................. 63
Receiving emails .................................................................................................... 63
Via POP3 accounts - the easy way (PostMasterPOP3.pl) ................................. 63
Via command line program and e.g. procmail (PostMaster.pl) ........................... 64
Fetching emails via POP3 or IMAP and fetchmail for PostMaster.pl ................... 65
Filtering/dispatching by OTRS/PostMaster modules (for more complex
dispatching) ................................................................................................... 66
8. Time related functions in OTRS .................................................................................. 68
Specifying the relevant times for OTRS ................................................................... 68
TimeWorkingHours ......................................................................................... 68
TimeVacationDays ......................................................................................... 68
TimeVacationDaysOneTime ............................................................................ 69
Automated Unlocking ............................................................................................. 69
Pending Tickets ..................................................................................................... 72
Escalation Properties ............................................................................................. 72
9. Ticket responsibility and ticket watching ...................................................................... 75
Ticket responsibility ................................................................................................ 75
Ticket watching ...................................................................................................... 76
10. Set-up of the pdf output ........................................................................................... 79
11. Using external backends .......................................................................................... 80
Customer data ....................................................................................................... 80
Customer user backend ......................................................................................... 80
Database (Default) ......................................................................................... 80
LDAP ............................................................................................................ 84
Use more than one customer backend with OTRS ........................................... 86
Backends to authentificate agents and customer users ............................................ 90
Authentification backends for agents ............................................................... 90
Authentification backends for customer users .................................................. 92
Customize the customer self registration ................................................................. 94
Customizing the web interface ........................................................................ 94
Customer mapping ......................................................................................... 95
Customize the customer_user table in the OTRS DB ....................................... 96
12. Modifying ticket states and ticket state types ............................................................. 98
13. Modifying ticket priorities ........................................................................................ 101
14. Creating own themes ............................................................................................. 103
15. Localization of the OTRS frontend ........................................................................... 104
16. PGP ...................................................................................................................... 105
17. S/MIME ................................................................................................................. 109
18. Access Control Lists (ACLs) ................................................................................... 113
iv
OTRS 2.2 - Admin Manual
19. Stats module .......................................................................................................... 117
Handling of the module by the agent ..................................................................... 117
Overview ..................................................................................................... 118
Generate and view stats ............................................................................... 119
Edit - New ................................................................................................... 123
Import .......................................................................................................... 129
Administration of the stat module by the OTRS administrator .................................. 129
Permission settings, groups and queues ........................................................ 129
SysConfig .................................................................................................... 130
Administration of the stats module by the system administrator ............................... 130
Data base table ........................................................................................... 130
List of all files .............................................................................................. 130
Caching ....................................................................................................... 131
mkStats.pl .................................................................................................... 131
Automated stat generation - Cron ................................................................. 131
Static stats ................................................................................................... 131
Using old static stats .................................................................................... 131
Default stats ................................................................................................ 132
20. Additional applications ............................................................................................ 133
Calendar .............................................................................................................. 133
Content manager ................................................................................................. 133
File manager ....................................................................................................... 133
Web mailer .......................................................................................................... 134
FAQ .................................................................................................................... 134
System status ...................................................................................................... 135
21. Performance Tuning ............................................................................................... 136
OTRS .................................................................................................................. 136
TicketIndexModule ....................................................................................... 136
TicketStorageModule .................................................................................... 136
Database ............................................................................................................. 137
MySQL ........................................................................................................ 137
PostgreSQL ................................................................................................. 137
Webserver ........................................................................................................... 137
Preestablish datababase connections ............................................................ 137
Preloaded modules - startup.pl ..................................................................... 137
Reload Perl modules when updated on disk .................................................. 138
Choosing the Right Strategy ......................................................................... 138
mod_gzip/mod_deflate .................................................................................. 138
mod_dosevasive .......................................................................................... 138
22. Backing up the system ........................................................................................... 139
Backup ................................................................................................................ 139
Restore ................................................................................................................ 139
A. Additional Resources ............................................................................................... 141
Homepage OTRS.org ........................................................................................... 141
Mailinglists ........................................................................................................... 141
Bugtracking .......................................................................................................... 142
Commercial Support ............................................................................................. 143
B. Config Referenzliste ................................................................................................. 144
Framework ........................................................................................................... 144
Core ............................................................................................................ 144
Core::Log ..................................................................................................... 151
Core::MIME-Viewer ...................................................................................... 153
Core::MirrorDB ............................................................................................. 154
Core::PDF .................................................................................................... 155
v
OTRS 2.2 - Admin Manual
Core::Package ............................................................................................. 158
Core::PerformanceLog .................................................................................. 160
Core::SOAP ................................................................................................. 161
Core::Sendmail ............................................................................................ 162
Core::Session .............................................................................................. 164
Core::SpellChecker ....................................................................................... 168
Core::Stats ................................................................................................... 170
Core::Stats::Graph ........................................................................................ 171
Core::Time ................................................................................................... 176
Core::Time::Calendar1 .................................................................................. 180
Core::Time::Calendar2 .................................................................................. 184
Core::Time::Calendar3 .................................................................................. 187
Core::Time::Calendar4 .................................................................................. 190
Core::Time::Calendar5 .................................................................................. 193
Core::Time::Calendar6 .................................................................................. 197
Core::Time::Calendar7 .................................................................................. 200
Core::Time::Calendar8 .................................................................................. 203
Core::Time::Calendar9 .................................................................................. 206
Core::Web ................................................................................................... 210
Crypt::PGP .................................................................................................. 212
Crypt::SMIME ............................................................................................... 213
Frontend::Admin::ModuleRegistration ............................................................ 214
Frontend::Agent ........................................................................................... 227
Frontend::Agent::Auth::LDAP ........................................................................ 231
Frontend::Agent::ModuleNotify ...................................................................... 232
Frontend::Agent::ModuleRegistration ............................................................. 233
Frontend::Agent::Preferences ........................................................................ 238
Frontend::Agent::Stats .................................................................................. 242
Frontend::Customer ...................................................................................... 245
Frontend::Customer::Auth ............................................................................. 249
Frontend::Customer::ModuleNotify ................................................................. 257
Frontend::Customer::ModuleRegistration ....................................................... 258
Frontend::Customer::Preferences .................................................................. 260
Frontend::Public::ModuleRegistration ............................................................. 264
Ticket .................................................................................................................. 264
Core::ArticleFreeText .................................................................................... 264
Core::LinkObject ........................................................................................... 268
Core::PostMaster ......................................................................................... 269
Core::Ticket ................................................................................................. 281
Core::TicketFreeText .................................................................................... 294
Core::TicketFreeTextDefault .......................................................................... 314
Core::TicketFreeTime ................................................................................... 321
Core::TicketWatcher ..................................................................................... 327
Frontend::Admin::ModuleRegistration ............................................................ 328
Frontend::Agent ........................................................................................... 337
Frontend::Agent::ModuleNotify ...................................................................... 346
Frontend::Agent::ModuleRegistration ............................................................. 347
Frontend::Agent::NavBarModule .................................................................... 359
Frontend::Agent::Preferences ........................................................................ 360
Frontend::Agent::Ticket::ArticleAttachmentModule .......................................... 365
Frontend::Agent::Ticket::ArticleComposeModule ............................................. 366
Frontend::Agent::Ticket::ArticleViewModule .................................................... 367
Frontend::Agent::Ticket::ArticleViewModulePre ............................................... 368
Frontend::Agent::Ticket::MenuModule ............................................................ 368
vi
OTRS 2.2 - Admin Manual
Frontend::Agent::Ticket::MenuModulePre ....................................................... 376
Frontend::Agent::Ticket::ViewBounce ............................................................. 379
Frontend::Agent::Ticket::ViewClose ............................................................... 381
Frontend::Agent::Ticket::ViewCompose .......................................................... 388
Frontend::Agent::Ticket::ViewCustomer ......................................................... 392
Frontend::Agent::Ticket::ViewCustomerFollowUp ............................................ 393
Frontend::Agent::Ticket::ViewEmailNew ......................................................... 393
Frontend::Agent::Ticket::ViewForward ............................................................ 398
Frontend::Agent::Ticket::ViewFreeText ........................................................... 401
Frontend::Agent::Ticket::ViewHistory .............................................................. 408
Frontend::Agent::Ticket::ViewMailbox ............................................................ 408
Frontend::Agent::Ticket::ViewMerge .............................................................. 409
Frontend::Agent::Ticket::ViewMove ................................................................ 410
Frontend::Agent::Ticket::ViewNote ................................................................. 411
Frontend::Agent::Ticket::ViewOwner .............................................................. 419
Frontend::Agent::Ticket::ViewPending ............................................................ 426
Frontend::Agent::Ticket::ViewPhoneNew ........................................................ 434
Frontend::Agent::Ticket::ViewPhoneOutbound ................................................ 438
Frontend::Agent::Ticket::ViewPriority .............................................................. 443
Frontend::Agent::Ticket::ViewQueue .............................................................. 450
Frontend::Agent::Ticket::ViewResponsible ...................................................... 453
Frontend::Agent::Ticket::ViewSearch ............................................................. 461
Frontend::Agent::Ticket::ViewStatus .............................................................. 465
Frontend::Agent::Ticket::ViewZoom ............................................................... 466
Frontend::Customer ...................................................................................... 467
Frontend::Customer::ModuleRegistration ....................................................... 469
Frontend::Customer::Preferences .................................................................. 472
Frontend::Customer::Ticket::ViewNew ........................................................... 474
Frontend::Customer::Ticket::ViewSearch ........................................................ 479
Frontend::Customer::Ticket::ViewZoom .......................................................... 481
C. Credits .................................................................................................................... 485
D. GNU Free Documentation License ........................................................................... 487
0. PREAMBLE ..................................................................................................... 487
1. APPLICABILITY AND DEFINITIONS ................................................................. 487
2. VERBATIM COPYING ...................................................................................... 488
3. COPYING IN QUANTITY ................................................................................. 488
4. MODIFICATIONS ............................................................................................. 489
5. COMBINING DOCUMENTS .............................................................................. 490
6. COLLECTIONS OF DOCUMENTS .................................................................... 490
7. AGGREGATION WITH INDEPENDENT WORKS ............................................... 491
8. TRANSLATION ................................................................................................ 491
9. TERMINATION ................................................................................................ 491
10. FUTURE REVISIONS OF THIS LICENSE ....................................................... 491
How to use this License for your documents .......................................................... 492
vii
List of Tables
3.1. Needed Perl modules for OTRS .............................................................................. 15
3.2. Description of the several cron job scripts ................................................................. 23
5.1. Default groups after OTRS has been installed .......................................................... 36
5.2. Rights in the user groups of OTRS .......................................................................... 37
5.3. Events for auto answers .......................................................................................... 47
5.4. Function of the different X-OTRS-headers ................................................................ 54
8.1. Unlock Properties .................................................................................................... 70
8.2. Escalation Properties ............................................................................................... 73
A.1. Mailinglists ............................................................................................................ 141
viii
List of Examples
5.1. Sort spam mails into a specific queue ...................................................................... 55
7.1. .fetchmailrc .............................................................................................................. 65
7.2. Example jobs for the filter module Kernel::System::PostMaster::Filter::Match ............... 66
7.3. Example job for the filter module Kernel::System::PostMaster::Filter::CMD .................. 67
8.1. Specifying the relevant working hours for the system ................................................. 68
8.2. Specifying regular holidays in the system ................................................................. 68
8.3. Specifying irregular holidays in the system ............................................................... 69
8.4. GenericAgent job to send notification on escalated tickets ......................................... 72
11.1. Configuring a DB customer backend ...................................................................... 80
11.2. Using company tickets with a DB backend .............................................................. 83
11.3. Configuring a LDAP customer backend .................................................................. 84
11.4. Using Company tickets with a LDAP backend ......................................................... 86
11.5. Using more than one customer backend with OTRS ................................................ 86
11.6. Authenticate agents agains a DB backend .............................................................. 90
11.7. Authenticate agents against a LDAP backend ......................................................... 90
11.8. Authenticate agents via HTTPBasic ........................................................................ 92
11.9. Authenticate agents against a radius backend ......................................................... 92
11.10. Customer user authentification against a DB backend ............................................ 92
11.11. Customer user authentification against a LDAP backend ........................................ 93
11.12. Customer user authentification with HTTPBasic ..................................................... 94
11.13. Customer user authentification against a radius backend ....................................... 94
18.1. ACL which only allows to move tickets with ticket priority 5 into a queue .................. 113
18.2. ACL, which disables the closing of tickets in the raw queue and hides the close
button .......................................................................................................................... 113
18.3. ACL, which removes the status for all agents, and only provides it for a group .......... 114
19.1. Definition of a value series - one element ............................................................. 127
19.2. Definition of a value series - two elements ........................................................... 128
ix
Preface
This book wants to make life easier for OTRS administrators and OTRS newbies. The following
chapters describe the installation, configuration and administration of the ticket system, making
this book less interesting for agents or customer users.
Although many hours of work, some litres of coffee and several pizzas were invested into the
following sections, it is still not complete. Inevitably there will be errors, parts with complicated
explanations or missing chapters about important things. Some chapters will be reworked or new
chapters and sections will be added.
Since the book tries to satisfy the needs of OTRS admins or OTRS newbies and since the quality
should be as good as possible, we need your feedback. Please write to us if you find something
missing in this book, if things are not explained well enough or even if you see spelling mistakes,
grammatical errors or typos. Any kind of feedback is highly appreciated and should be made via
our bug tracking system on http://bugs.otrs.org [http://bugs.otrs.org] . We want to thank you for
all kinds of feedback!
x