The default SuSE 8.0 rpm is buggy (which is not a SuSE mistake). Please visit our website and download the newest rpm. Your can install the rpm with YaST or manually
rpm -Uvh otrs.rpm |
OTRS is a Ticket Request System with many features to manage customer telephone calls and e-mails.
Nothing, it`s GPL.
An Agent is a human being who works with the system. User would be an alternative term.
Geeks: Of course a script could act like an agent. Feel free to do so!
6. How can I delete a user, who is no longer needed? (asked by Andreas Haase - Wed, 21 Aug 2002 11:17:01 +0200 (CEST))
OTRS is working with database id references. If you would delete a user (or queue, ...) from the database, your delete the reference info. Important infos like owner or queue.
Set the data record to invalid and the record is still visible (e. g. for ticket history, ...) but not activ for the application.
Yes, (with MIME support).
The $HOME/bin/PostMaster.pl program receive the emails and sorts the email to the right ticket or queue.
Yes. Autoresponders per queue or per X-Header and standard responders via mouse click.
Note: You can add/delete/modify the system email addresses at AdminView::System.
Yes, you can use different emails 'support@yourdomain.com', 'sales@yourdomain.com' and different domains 'marketing@clientdomain.com' with one system!
No, but we developed it on a SuSE Linux and frankly we did not do much testing on a Redhat, Debian, ...
But we will provide additional installation informations on http://www.otrs.org/. And we are more that happy to recieve some feedback from you about how you installed OTRS on other platforms.
Please be aware of the fact that you are dealing with a beta-version. New versions are anounced on http://www.otrs.org/. But never the less it is quite a stable system and you shouldn't run in any trouble. But we can not guarantee it!
We suggest an IBM s390. *SCNR* ;-)
Some of our test enviroments are Pentium II 300 with 64 MB RAM and they do a pretty good job. Of course the more RAM and the faster the CPU the better.
This is depending on the hardware and the enviroment you are using. At the moment OTRS is a one box system. With little work you can set up a webserver-cluster and you can split the database to a seperate box. We are planing to support some sort of clustering mechanism. But this is not the highest priority for the development.
There are OTRS installations which handle 20,000 tickets (e-mails) a day and don't show any sign of stress.
At the moment we only support MySQL as the default database. Frankly we do trust in a MySQL as much as in a DB2 (for this application). Anybody who is willing to spend some time to port it to other databases is more than welcome to the OTRS team!
Note: The code is designed to support different databases!
Perl OO, SQL and dtl.
User: root@localhost Password: root
Of course it is a very good idea to change this default password!
20. Works OTRS with mod_perl?
Of course.
Of course. You can customize OTRS like you want. Take advantage of the dtl (dynamic template language) to customize the OTRS frontend release independently (more: README.dtl)!
Welcome! Anybody who is willing to help us and has the time is more than welcome. Please send us an e-mail.
We can not help you. Sorry.
OTRS is working with the most browser such lynx, w3m, Netscape, Mozilla, Opera, IE and Konqueror (You don't need Java Script or Java Applets!).
Yes it's possible. You can choose between four different OTRS formats. AutoIncrement ("SystemID.Counter" e. g. 1010138 or 1010139), Date ("Year.Month.Day.SystemID.Counter" e. g. 200206231010138 or 200206231010139), Random ("SystemID.Random" e. g. 100057866352 or 103745394596) and my favorite one DateChecksum ("Year.Month.Day.SystemID.Counter.CheckSum" e. g. 2002070110101520 and 2002070110101535).
Further it's possible to create a own ticket number format (like you want). See the OTRS documentation.
Yes, but be carefully with the existing states (OTRS needs basic states).