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OTRS has its own database for managing customers. Yet another great feature. Adding new customer 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 Customer Portal

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

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. Overview: Response (Admin > Responses) New Response: Update New Response: Close Assign Response to Queue (Responses <-> Queues Assign Response to Queues

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 Admin > Salutations Custom Salutation Signatures Custom Signature ( Admin > Signatures)  Queues New Queue (Admin > Queues) While adding the queue Make sure that the queue is assigned to the proper group Proper system email address Proper Salutation Proper Signature

I am assuming that the there is a valid domain with a working mail server. Here's how the sender email is set - Admin > Email Addresses Setting up Email Address

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 Login Screen 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 Dashboard 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. Overview: Roles (Admin > Roles) Creating New Role Overview: Agents (Admin > Agents) Creating New Agents Assigning Roles to Groups ( Admin > Roles <-> Groups ) Assigning Roles to Groups Assigning Roles to Agents (Admin > Roles <-> Agents) Assigning Roles to Agents

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