OTOBO Administration Manual

This work is copyrighted by OTRS AG (https://otrs.com), Zimmersmühlenweg 11, 61440 Oberursel, Germany.

Copyright © for modifications and amendments 2019-2020 ROTHER OSS GmbH (https://otobo.de), Oberwalting 31, 94339 Leiblfing, Germany

Terms and Conditions OTRS: Permission is granted to copy, distribute and/or modify this document under the terms of the GNU Free Documentation License, Version 1.3 or any later version published by the Free Software Foundation; with no Invariant Sections, no Front-Cover Texts, and no Back-Cover Texts. A copy of the license can be found on the GNU website.

Terms and Conditions Rother OSS: Permission is granted to copy, distribute and/or modify this document under the terms of the GNU Free Documentation License, Version 1.3 or any later version published by the Free Software Foundation; with no Invariant Sections, no Front-Cover Texts, and no Back-Cover Texts. A copy of the license is included in the section entitled “COPYING”.

Published by: Rother OSS GmbH, (https://otobo.de), Oberwalting 31, 94339 Leiblfing, Germany.

Authors: OTRS AG (original version), Rother OSS GmbH (https://otobo.de).

Contents

• Introduction
  • About This Manual
  • Getting Started
  • Become OTOBO Expert
• Ticket Settings
  • Attachments
    • Manage Attachments
    • Attachment Settings
  • Auto Responses
    • Manage Auto Responses
    • Auto Response Settings
    • Auto Response Variables
  • Priorities
    • Manage Priorities
    • Priority Settings
  • Queues
    • Manage Queues
    • Queue Settings
  • Queues ↔ Auto Responses
    • Manage Queues ↔ Auto Responses Relations
    • Queues ↔ Auto Responses Settings
  • Salutations
    • Manage Salutations
    • Salutation Settings
    • Salutation Variables
  • Service Level Agreements
    • Manage Service Level Agreements
    • Service Level Agreement Settings
  • Services
    • Manage Services
    • Service Settings
  • Signatures
    • Manage Signatures
    • Signature Settings
    • Signature Variables
  • SMS Templates
    • Manage SMS Templates
    • SMS Template Settings
    • SMS Template Variables
  • SMS Templates ↔ Queues
    • Manage SMS Templates ↔ Queues Relations
  • States
    • Manage States
    • State Settings
    • State Configuration Options
  • Templates
    • Manage Templates
    • Template Settings
    • Template Variables
  • Templates ↔ Attachments
    • Manage Templates ↔ Attachments Relations
  • Templates ↔ Queues
    • Manage Templates ↔ Queues Relations
  • Types
    • Manage Types
    • Type Settings
• Communication & Notifications
  • Admin Notification
    • Administrative Message Settings
  • Appointment Notifications
    • Manage Appointment Notifications
    • Appointment Notification Settings
    • Appointment Notification Variables
  • Communication Log
    • Communication Log Overview
  • Email Addresses
    • Manage Email Addresses
    • Email Address Settings
  • PGP Keys
    • Manage PGP Keys
    • PGP Configuration Options
  • Postmaster Filters
    • Manage Postmaster Filters
    • Postmaster Filter Settings
  • PostMaster Mail Accounts
    • Manage Mail Accounts
    • Mail Account Settings
    • POP3 and IMAP OAuth2 Authentification
  • S/MIME Certificates
    • Manage S/MIME Certificates
    • S/MIME Configuration Options
  • Ticket Notifications
    • Manage Ticket Notifications
    • Ticket Notification Settings
    • Ticket Notification Variables
• Users, Groups & Roles
  • Agents
    • Manage Agents
    • Agent Settings
    • Agent Back End Sources
    • Agent Configuration Options
  • Agents ↔ Groups
    • Manage Agents ↔ Groups Relations
    • Agents ↔ Groups Relations Reference
  • Agents ↔ Roles
    • Manage Agents ↔ Roles Relations
  • Customers
    • Manage Customers
    • Customer Settings
  • Customers ↔ Groups
    • Manage Customers ↔ Groups Relations
    • Customers ↔ Groups Relations Reference
  • Customer Users
    • Manage Customer Users
    • Customer User Settings
    • Customer User Back Ends
    • Multiple Customer User Back Ends
    • Customer User Data in Dynamic Fields
  • Customer Users ↔ Customers
    • Manage Customer Users ↔ Customers Relations
  • Customer Users ↔ Groups
    • Manage Customer Users ↔ Groups Relations
    • Customer Users ↔ Groups Relations Reference
  • Customer Users ↔ Services
    • Manage Customers Users ↔ Services Relations
    • Manage Default Services
  • Groups
    • Manage Groups
    • Group Settings
    • Default Groups
  • Roles
    • Manage Roles
    • Role Settings
  • Roles ↔ Groups
    • Manage Roles ↔ Groups Relations
    • Roles ↔ Groups Relations Reference
• Processes & Automation
  • Access Control Lists (ACL)
    • Manage Access Control Lists
    • ACL Settings
    • Edit ACL Structure
    • ACL Examples
    • ACL Reference
  • Dynamic Fields
    • Manage Dynamic Fields
    • Dynamic Field Settings
    • Display Dynamic Fields on Screens
    • Set Default Value via Ticket Event Module
    • Set Default Value via User Preferences
  • Generic Agent
    • Manage Generic Agent Jobs
    • Generic Agent Job Settings
  • Process Management
    • Manage Processes
    • Process Elements
    • Example process
  • Web Services
    • Manage Web Services
    • Web Service Settings
• External Interface
  • Customer Service Catalogue
    • Manage Categories
    • Manage Items
  • Custom Pages
    • Manage Custom Pages
    • Custom Page Settings
  • Home Page
    • Hero Unit
    • Ticket List
    • Image Teasers
    • Link Lists
    • Content Cards
  • Layout
    • Include Custom Scripts
• Rother OSS Services
  • Cloud Services
    • Manage Cloud Services
  • Support Data Collector
    • Manage Support Data Collector
    • Collected Data
• Administration
  • Calendars
    • Manage Calendars
    • Calendar Settings
    • Import Appointments
  • Chat Channels
    • Manage Chat Channels
    • Chat Channel Settings
    • Enable Chat Support
  • FAQ Category
    • Manage FAQ Categories
    • FAQ Category Settings
  • FAQ Language
    • Manage FAQ Languages
    • FAQ Language Settings
  • Package Manager
    • Manage Packages
  • Performance Log
  • Session Management
    • Manage Sessions
  • SQL Box
    • Query SQL statements
    • SQL Settings
    • SQL Examples
  • System Configuration
    • Manage System Configurations
    • Using The Navigation Tree
    • Import And Export System Configurations
  • System Log
    • System Log Configuration Options
  • System Maintenance
    • Manage System Maintenance
    • System Maintenance Settings
• Glossary
• Documentation History