Chapter 13. Config File

Table of Contents
TicketHook
FQDN
utf-8
Log
Check Email Options
Max. Postmaster email
Ticket number format
Database settings
ASP (Application Service Provider) options
Custom Queue
Ticket Free Text
QueueListType
Customer Panel
Session management
URL login and logout settings
agent area default settings
SpellChecker
Response Format (compose answer)

OTRS has many 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 options 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 (of course not all!).

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 13-1. 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 only 2-character like 'TN', because MS Outlook is replacing "TN: 54968797" with "RE: 54968797" (any 2-character with :) and then you will run in trouble.