Administration Area

The Administration Area is available in the Admin menu item of the main menu, when you logged in as an administrator. Administrators are users, who are member of the admin group.

Administrator Interface

The administrator interface contains several modules collected into groups. Use the filter box in the left sidebar to find a particular module by just typing the name to filter.

This manual shows the configuration possibilities needed to solve common problems. The chapters:

1. Identify a typical use-case for the administrator, to aid in orientation, and explain what OTOBO does to provide a solution (warranty).

2. Direct you how to configure OTOBO to fit your use-case (utility).

The chapters are the same as the modules in the administrator interface. The order of the chapters are also the same as they are displayed alphabetically in the (English) administrator interface.

Contents

• 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
    • Import / Export
    • 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
    • Import / Export
    • Service Level Agreement Settings
  • Services
    • Manage Services
    • Import / Export
    • Service Settings
  • Signatures
    • Manage Signatures
    • Signature Settings
    • Signature Variables
  • State pre-selection for Templates
  • States
    • Manage States
    • State Settings
    • State Configuration Options
  • Templates
    • Manage Templates
    • Import / Export
    • Template Settings
    • Template Variables
  • Templates ↔ Attachments
    • Manage Templates ↔ Attachments Relations
  • Templates ↔ Queues
    • Manage Templates ↔ Queues Relations
    • Import / Export
  • Ticket Masks Settings
    • Ticket Mask management
    • Ticket Mask Definitions
  • Types
    • Manage Types
    • Import / Export
    • 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
  • OIDC based OAuth2 Authentication for Email
    • SMTP
    • POP3/IMAP
    • Configuration Reference
    • Azure Configuration
  • 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
    • Import / Export
    • Group Settings
    • Default Groups
  • Roles
    • Manage Roles
    • Import / Export
    • Role Settings
  • Roles ↔ Groups
    • Manage Roles ↔ Groups Relations
    • Import / Export
    • 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
    • Import / Export
    • Generic Agent Job Settings
  • Process Management
    • Manage Processes
    • Example process
  • Ticket Masks
  • Web Services
    • Manage Web Services
    • Web Service Settings
    • OIDC-based OAuth2 Authentication
    • XSLT-Mapping
• Customer Interface
  • Customer Ticket Search
• Languages
  • Translations
    • Add translation screen
    • Selectable Options
    • Edit Translation
    • Deploy Translation
    • Import/Export Translations
    • Ticket Information (Translation)
• OTOBO Team Services
  • Support Data Collector
    • Collected Data
  • Cloud Services
• Administration
  • Calendars
    • Manage Calendars
    • Calendar Settings
    • Import Appointments
  • FAQ Category
    • Manage FAQ Categories
    • FAQ Category Settings
  • FAQ Language
    • Manage FAQ Languages
    • FAQ Language Settings
  • Import/Export
  • Package Manager
    • Install Packages
    • Update Packages
    • Remove 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