OTRS 6 - Admin Manual

List of Figures

2.1. Welcome screen

2.2. GNU GENERAL PUBLIC LICENSE

2.3. Database Selection

2.4. Database credentials

2.5. Database settings

2.6. Successful database setup

2.7. System settings

2.8. Mail configuration

2.9. Web installer final screen

2.10. Download OTRSCloneDB - screenshot

2.11. Install OTRSCloneDB - screenshot

2.12. Get target database password - screenshot

2.13. Configurate OTRSCloneDB SysConfig 1 - screenshot

2.14. Configurate OTRSCloneDB SysConfig 2 - screenshot

2.15. Run OTRSCloneDB script 1 - screenshot

2.16. Run OTRSCloneDB script 2 - screenshot

2.17. Run OTRSCloneDB script 3 - screenshot

3.1. Login screen of the agent interface

3.2. Login screen of the customer interface

3.3. Public web interface

3.4. Request new password

3.5. Dashboard of the agent interface

3.6. Footer

3.7. Dashboard widgets

3.8. Events Ticket Calendar widget

3.9. Dashboard Settings

3.10. Queue View (Default) for Agents

3.11. Agent Queue View visual alarms

3.12. Agent's personal preferences

3.13. Customer's personal preferences

4.1. OTRS Administration Overview Screen

4.2. Agent Management

4.3. Adding a new agent

4.4. Group management

4.5. Agent <-> group management

4.6. Change the groups an agent belongs to

4.7. Change the agents that belong to a specific group

4.8. Role management

4.9. Adding a new role

4.10. Change the roles associated with an agent

4.11. Change the agents associated with a specific role

4.12. Manage roles-groups relations

4.13. Change group relations for a role

4.14. Change role relations for a group

4.15. Customer User management

4.16. Adding a customer user

4.17. Customer Users-Customers relations management

4.18. Customer Users-Group relations management

4.19. Change Group relations for a Customer User

4.20. Change Customer user relations for a Group

4.21. Customers-Group relations management

4.22. Change Group relations for a Customer User

4.23. Change Customer user relations for a Group

4.24. Queue management

4.25. Adding a new queue

4.26. Salutation management

4.27. Adding a new salutation

4.28. Signatures management

4.29. Adding a new signature

4.30. Attachments management

4.31. Adding a new attachment

4.32. Linking Attachments to Templates

4.33. Change Attachment relations for a Template

4.34. Change Template relations for an Attachment

4.35. Template management

4.36. Adding a template

4.37. Template-Queue relations management

4.38. Change Queue relations for a Template

4.39. Change Template relations for a Queue

4.40. Auto response management

4.41. Adding an auto response

4.42. Queue <-> auto response relations management

4.43. Change auto response relations for a queue

4.44. System email addresses management

4.45. Adding a system email address

4.46. Ticket notification management

4.47. Customizing a notification

4.48. Customizing a notification's recipients

4.49. Customizing notification methods

4.50. S/MIME management

4.51. PGP management

4.52. State management

4.53. Graphical user interface of the system configuration.

4.54. Mail account management

4.55. PostMaster filter management

4.56. Add a PostMaster filter

4.57. Job list for the GenericAgent

4.58. Creating a job for the GenericAgent

4.59. Admin notification screen

4.60. Session management

4.61. Session details

4.62. The system maintenance overview screen with some scheduled periods

4.63. The system maintenance edit screen

4.64. System Log

4.65. Communication Log Overview

4.66. Communication Log Time Range Selection

4.67. Communication Log Account Status

4.68. Communication Log Account Status

4.69. Communication Log Detail View

4.70. Communication Log Priority Filter

4.71. SQL Box

4.72. Package Manager

4.73. Package Manager Update All Installed Packages Button

4.74. Package Manager Update All Installed Packages In Progress Notification

4.75. Package Manager Update All Installed Packages Summary

4.76. The graphical interface for web services

4.77. The dynamic fields overview screen with some dynamic fields

4.78. The calendar management screen with some calendars

4.79. The graphical interface for system configuration

4.80. System configuration deployment

4.81. Adding a mail account

4.82. Changing the Responsibility of a ticket in its zoomed view

4.83. Pop-up dialog to change a ticket's responsibility

4.84. Subscribing to watching a ticket in its zoomed view

4.85. Unsubscribing from watching a ticket in its zoomed view

4.86. Watched tickets view

4.87. Overview of the standard statistics.

4.88. Viewing a specific statistic.

4.89. Adding a new statistic, first step.

4.90. Adding a new statistic, second step.

4.91. Configuring the x-axis of a statistic.

4.92. Configuring the y-axis of a statistic.

4.93. Configuring the data filter of a statistic.

4.94. Configuring the data filter of a statistic.

4.95. Statistics import

4.96. Dynamic fields overview screen.

4.97. Dynamic field Text configuration dialog

4.98. Dynamic field Textarea configuration dialog

4.99. Dynamic field Checkbox configuration dialog

4.100. Dynamic field Dropdown configuration dialog

4.101. Dynamic field Multiselect configuration dialog

4.102. Dynamic field Date configuration dialog

4.103. Dynamic field Date / Time configuration dialog

4.104. Dynamic field overview screen filled with sample data

4.105. Field1 in New Phone Ticket Screen

4.106. Field1 in New Phone Ticket Screen as mandatory

4.107. Several fields in New Phone Ticket Screen as mandatory

4.108. Some deactivated fields in New Phone Ticket Screen as mandatory

4.109. Field1 in Ticket Zoom Screen

4.110. Field1 in Ticket Overview Small Screen

4.111. Field1 in User preferences screen

4.112. The graphical interface layers

4.113. Web services overview

4.114. Web services add

4.115. Web service clone

4.116. Web services export

4.117. Web services import

4.118. Web service history

4.119. Web service delete

4.120. Web service debugger

4.121. Web services change

4.122. Web service provider network transport (HTTP::SOAP)

4.123. Web service provider network transport (HTTP::REST)

4.124. Web service operation

4.125. Web service requester network transport (HTTP::SOAP)

4.126. Web service requester network transport (HTTP::REST)

4.127. Web service invoker

4.128. Web service invoker event

4.129. Web service mapping

4.130. Daemon notification

4.131. Start Daemon

5.1. ACL 100-Example-ACL

5.2. ACL 102-Example-ACL

5.3. ACL 102-Second-Example-ACL

5.4. ACL 103-Third-ACL-Example

5.5. ACL 104-Only-Hardware-Services-for-HW-Queues-ACL

5.6. ACL 105-Disallow-Process-For-CustomerID

5.7. OTRS Admin screen - System Administration

5.8. Create New Process button

5.9. Add new process

5.10. Create New Activity Dialog button

5.11. Add new Activity Dialog

5.12. Edit field details (Article)

5.13. Create New Transition button

5.14. Add new Transition

5.15. Create New Transition Action button

5.16. Add new Transition Action

5.17. Create New Activity button

5.18. Drag first Activity into the canvas

5.19. Drag second Activity into the canvas

5.20. Drag a Transition into the canvas

5.21. Connect Activities using Transitions

5.22. Assign Transition Actions

5.23. Book ordering complete process path

5.24. Import Ready2Adopt Processes widget

6.1. Calendar management overview

6.2. Calendar edit screen

6.3. Color picker in calendar edit screen

6.4. Appointment import in calendar management overview

6.5. Calendar overview screen

6.6. Sidebar in calendar overview screen

6.7. View modes in calendar overview screen

6.8. Weekly view in calendar overview screen

6.9. Monthly view in calendar overview screen

6.10. Navigation controls in calendar overview screen

6.11. Today and Jump buttons in calendar overview screen

6.12. User preferences for calendar overview screen

6.13. Agenda overview screen

6.14. Appointment edit screen

6.15. Appointment display in calendar overview screen

6.16. Appointment tooltip

6.17. Edit screen of a repeating appointment

6.18. Repeating appointments in calendar overview screen

6.19. Edit screen of a repeating child appointment

6.20. Repeating settings of a child appointment

6.21. Notification settings in appointment edit screen

6.22. Calendar/Appointment notification management link

6.23. Calendar/Appointment notification management overview

6.24. Sidebar in calendar/appointment notification overview

6.25. Table in calendar/appointment notification overview

6.26. Event definition for calendar/appointment notifications

6.27. Filter settings in calendar/appointment notifications

6.28. Recipient settings in calendar/appointment notifications

6.29. Notification methods in calendar/appointment notifications

6.30. Notification body in calendar/appointment notifications

6.31. Show in agent preferences option in calendar/appointment notifications

6.32. Ticket link option in appointment edit screen

6.33. Linked appointments table in ticket zoom screen

6.34. Appointment linking from ticket zoom screen

6.35. New appointment link in ticket zoom screen

6.36. Ticket appointments configuration in calendar edit screen

6.37. Ticket appointment rule in calendar edit screen

6.38. Ticket appointment in calendar overview screen

6.39. Edit screen of a ticket appointment

6.40. Today filter in upcoming appointments dashboard widget

6.41. Soon filter in upcoming appointments dashboard widget

A.1. Bugtracking Tool