My Linux

Finding proper documentation on OTRS has been difficult for me so far. Maybe the reason behind this is, OTRS supports tons of great features, and to document everything that can be done is difficult. Nonetheless, OTRS is a fantastic software. Recently, our company needed to add some columns in the OTRS backend database. As I work in a company that deals with the Internet, we needed to integrate customer bandwidth and prefix information to OTRS database. After some stumbling and trial and error, here's what can be done - Part 1: Creating the columns mysql -p mysql> use otrs; mysql> ALTER TABLE customer_user ADD bandwidth VARCHAR (50); mysql> ALTER TABLE customer_user ADD prefix VARCHAR (250); mysql> quit; Part 2: Tuning OTRS vim /opt/otrs/Kernel/Config/Defaults.pm ## And we add the following lines [ 'UserBandwidth', 'Bandwidth', 'bandwidth', 1, 0, 'var', '', 0 ], [ 'UserPrefix', 'Prefix', ...

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...