Chapter 6. Config File

Table of Contents
TicketHook
FQDN
Log
User Authentication
Max. Postmaster email
Ticket number format
Database settings
ASP (Application Service Provider) options
Custom Queue
Agent notification
Session management
URL login and logout settings
agent area default settings

OTRS got a lot of config options. There are two config files. Kernel/Config.pm and Kernel/Config/Defaults.pm.

Kernel/Config/Defaults.pm is the default config file which should not be changed. You will find all possible config option in this file. Is quite simple to read.

Kernel/Config.pm.dist is the example file for Kernel/Config.pm (custom config file) which must be copied (cp Kernel/Config.pm.dist Kernel/Config.pm).

How it works! The Kernel/Config/Defaults.pm (default config settings) is loaded at first, then the Kernel/Config.pm (custom config file). So if you want to change the default config settings, copy (copy and paste) the needed options from Kernel/Config/Defaults.pm into Kernel/Config.pm and change the values like you want.

Now we will descripe some config features in this chapter.

TicketHook

Your can configure the value of the TicketHook which is the first part of the subject of each e-mail (e.g. [MyTicket: 007]).

Example 6-1. Kernel/Config.pm - TicketHook

[...]
    # TicketHook
    # (To set the Ticket identifier. Some people want to  
    # set this to e. g. 'Call#', 'MyTicket#' or 'Ticket#'.)     
    $Self->{TicketHook} = 'Ticket#',              
[...]

Note: Don't use 'TN', because MS Outlook is replacing "TN: 54968797" with "RE: 54968797" and then you will run in trouble.