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Showing posts from November, 2012

OTRS Tuning: Part 5 - Customers

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OTRS has its own database for managing customers. Yet another great feature.

Whenever a ticket is created, a mail is automatically sent to the email address of the customer. Moreover, the customer has a portal through which he can raise new tickets, view open tickets as well as view history of closed tickets.

The customer portal can be accessed using the link

http://IP/otrs/customer.pl



OTRS Tuning: Part 4 - Managing Ticket States

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A wonderful feature about OTRS is that we can actually create different states for tickets as our requirements. The steps are really easy.



OTRS Tuning: Part 4 - Managing Responses

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We can set a couple of predefined responses that may be used while responding to tickets, so that we don't need to type the same thing over and over again. For example, I have created two responses - one for updating tickets and one for closing tickets.





OTRS Tuning: Part 3 - Managing Salutations, Signatures and Queues

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OTRS supports custom Salutations and Signatures, that will be used with each ticket. Furthermore, OTRS also supports Queues to categorize tickets. For example, we can have separate queues for bandwidth problems, separate queues for routing problems.

This way, all the tickets may sorted out based on nature of problem and different agents may be assigned to different queues so that the ticket is handled efficiently.

Here's how we can manipulate them-

Salutations
Signatures  Queues While adding the queue
Make sure that the queue is assigned to the proper groupProper system email addressProper SalutationProper Signature



OTRS Tuning: Part 2 - Setting Up Sender Email

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I am assuming that the there is a valid domain with a working mail server. Here's how the sender email is set -



OTRS Tuning: Part 1 - Agents and Roles

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I'm attaching snapshots of basic OTRS Server tuning.

OTRS is highly customizable, and I would recommend you to explore the application to find out all the available options.

Part 1: Accessing

OTRS login page for users can be accessed using the link: http://IP/otrs/index.pl

Default admin username: root@localhost
Default admin password: root

Part 2: The Dashboard and Admin Page
Part 3: Creating Roles and Agents Roles and agents are necessary to define which user can do what.We will be creating separate agents and roles, and assign agents to specific roles.






OTRS on CentOS 6: Setting up the System

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In this post, we will be discussing about setting up OTRS, an open source helpdesk/ticketing system. It is a web based application, which is very handy, as I personally found it robust, client database support, email notifications and automatic ticket escalations. For more details about OTRS, this site can be checked http://www.otrs.com/en/

In this post, we will be demonstrating how to set up the system. Configuring and tuning would be discussed in later posts.

Phase 1: Setting up packages I have said it before, and I will say it again, adding repoforge repository for yumserver is a very good idea. This link may be helpful: http://repoforge.org/use/


yum install wget mysql-server mysql php-mysql httpd perl-URI perl-Net-DNS perl-IO-Socket-SSL perl-XML-Parser mod_perl perl-TimeDate perl-Net-DNS procmail
Phase 2: Installing OTRS Just googling would give us a tons of link to download OTRS. I am providing with a copy that I uploaded to my Ubuntu One.


wget http://ubuntuone.com/39dFh9EZeDcroaJ…