OpenTRS - Manual

Dedication

This manual is dedicated to the nice folks of Cafe Lucas and Enchilada (two restaurants in Nuernberg). Thanks for the happy hour! Today we hang out mostly in Frankfurt but we still remember the good times in Nuernberg.

Table of Contents

Foreword

1. Basics about a Trouble Ticket System

A simple example for a small Trouble Ticket System
What is a trouble ticket in the OpenTRS?
What is a ticket queue?

2. Install - The quick way.

Installing the rpm
installer.pl
index.pl

3. First steps

Login as root and create a new account
Login with user privilege

4. Ticket topics

Answer ticket via email
Answer ticket via phone
Zoom ticket
History of ticket
Add note to ticket
Close ticket
Forward ticket
Ticket priority

5. First Ticket

How can somebody write e-mails to the OpenTRS?

Config of fetchmail
Config of sendmail in SuSE Linux

6. Dispatching of incoming email

With OpenTRS
With procmail (for more complex dispatching)

7. Config File

TicketHook
FQDN
Max. Postmaster email
Database settings
Move into any queue
Custom Queue
Agent notification
Session management
agent area default settings

8. Language translations

New translation files

9. Customize the frontend

The dtl syntax

Examples of dtl files

Motd.dtl
Login.dtl
Header.dtl

Create a new theme

10. Troubleshooting

General problems with OpenTRS on SuSE Linux

SuSE Linux 8.0
SuSE Linux and Postfix

General problems with OpenTRS on other distributions (e.g. Redhat)

Problems with Apache

Internal Server Error
Error: Can't connect to database!

Problems with MySQL

Check the database connect
Access denied for user: 'otrs@localhost'
Lost root password of MySQL
http://localhost/otrs/installer.pl

Problems with receiving emails

11. FAQ

A. Online resources

OpenTRS Homepage
Mailinglists
Bugtracking

B. The OpenTRS core team

Martin Edenhofer
Stefan Wintermeyer
Sebastian Wormser

C. Credits

D. GNU Free Documentation License

0. PREAMBLE
1. APPLICABILITY AND DEFINITIONS
2. VERBATIM COPYING
3. COPYING IN QUANTITY
4. MODIFICATIONS
5. COMBINING DOCUMENTS
6. COLLECTIONS OF DOCUMENTS
7. AGGREGATION WITH INDEPENDENT WORKS
8. TRANSLATION
9. TERMINATION
10. FUTURE REVISIONS OF THIS LICENSE
How to use this License for your documents

Bibliography

List of Examples
5-1. .fetchmailrc
5-2. /etc/mail/virtusertable
6-1. .procmailrc
7-1. Kernel/Config.pm - TicketHook
7-2. Kernel/Config.pm - FQDN
7-3. Kernel/Config.pm - MaxPostMasterEmails
7-4. Kernel/Config.pm - Database settings
7-5. Kernel/Config.pm - Move into any queue
7-6. Kernel/Config.pm - Custom Queue
7-7. Kernel/Config.pm - Agent notification
7-8. Kernel/Config.pm - Session management
7-9. Kernel/Config.pm - agent area default settings
8-1. Kernel/Language/German.pm - Old file
8-2. Kernel/Language/French.pm - New file

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		Foreword

OpenTRS - Manual

Martin Edenhofer

Stefan Wintermeyer

Sebastian Wormser

Dedication