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README - readme file of OTRS

Copyright (C) 2001-2011 OTRS AG, http://otrs.org/

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$Id: README,v 1.41 2011/07/04 10:27:11 mb Exp $

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This software comes with ABSOLUTELY NO WARRANTY. For details, see

the enclosed file COPYING for license information (AGPL). If you

did not receive this file, see http://www.gnu.org/licenses/agpl.txt.

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What is this version?

This is an experimental debian packaging for otrs. It contains code from the latest CSV head revision and is patched directly with the debian packages.

What is OTRS?

OTRS is an Open source Ticket Request System with many features to manage customer telephone calls and e-mails. It is distributed under the GNU AFFERO General Public License (AGPL) and tested on Linux, Solaris, AIX, Windows, FreeBSD, OpenBSD and Mac OS 10.x. Do you receive many e-mails and want to answer them with a team of agents? You're going to love OTRS!

Feature list:

Web Interface:

Agent web interface for viewing and working on all customer requests
Admin web interface for changing system configuration
Customer web interface for viewing and sending information to the agents
Web interface with themes support
Web interface with Single sign on (e. g. HTTPBasicAuth)
Multi-language support (Arabic, Brazilian Portuguese, Bulgarian, Catalan, Chinese Simple, Chinese Traditional, Croatian, Czech, Danish, Dutch, English, Estonian, Finnish, French, German, Greek, Hindi, Hungarian, Italian, Japanese, Latvian, Lithuanian, Norwegian, Persian (Farsi), Polish, Portuguese, Russian, Serbian, Slovak, Spanish, Swedish, Turkish, Ukrainian, and Vietnamese built in and easy to add your own if needed)
customize the output templates (dtl) release independently
Web interface with attachment support
Support for ITIL processes via additional packages, passed PinkVerify(TM) for 6 processes.
Knowledge Base module (FAQ) via additional package
easy and logical to use

Email Interface:
dispatching of incoming email via email address or email headers
autoresponders for customers by incoming e-mails (per queue)
email-notification to the agent by new tickets, follow ups or lock timeouts
Rich Text support
MIME support (attachments)
PGP support
SMIME support

Tickets:
custom queue view and queue view of all requests
Ticket locking
Ticket replies (standard responses)
Ticket autoresponders per queue
Ticket history, evolution of ticket status and actions taken on ticket
Ability to add notes (with different note types) to a ticket
Ticket zoom feature
Tickets can be bounced or forwarded to other email addresses
Ticket can be moved to a different queue (this is helpful if e-mails are for a specific subject)
Ticket priority
Ticket time accounting
Ticket print view
Ticket pending feature
Ticket merge feature
Ticket ACL support
Content full text search

System:
Customer Source can be used from a SQL databases or LDAP (e. g. eDirectory, AD, OpenLDAP)
TicketHook free configurable like 'Call#', 'MyTicket#', 'Request#' or 'Ticket#'
Ticket number format free configurable
utf-8 support for front end and back end
creation and configuration of user accounts, and groups
creation of standard responses
creation of sub queue
signature configuration per queue
salutation configuration per queue
email-notification of administrators
email-notification sent to problem reporter (by create, locked, deleted, moved and closed)
submitting update-info (via email or web interface)
deadlines for trouble tickets
different levels of permissions/access-rights
central database, support for different SQL databases (MySQL, PostgreSQL, Oracle, MS-SQL, and DB2)
user authentication against database or LDAP directory
easy to develop you own add-ons (OTRS API)
easy to write different front-ends (e. g. X11, console, ...)
package manager (e. g. for application modules like web mail, calendar, FAQ or file manager)
a fast and useful application
SOAP interface for integration with other applications
built-in capabilities to connect with network monitoring such as Nagios and OpenNMS
iPhone App available

License:

It is distributed under the AFFERO GNU General Public License - see the accompanying COPYING file for more details.

Documentation:

You can find quick documentation in README.* and the long version online at http://doc.otrs.org/.

Software requirements?

Perl

Perl 5.8.8 or higher

Webserver
Webserver with CGI support (CGI is not recommended)
Apache2+mod_perl2 or higher (recommended, mod_perl is really fast!)
IIS6 or higher

Databases
MySQL 4.1 or higher
PostgreSQL 8.0 or higher
Oracle 10g or higher
DB2 8 or higher
Microsoft SQL Server 2005 or higher

Directories & Files:

$HOME (e. g. /opt/otrs/)		(all executables)	--/bin/ (all system programs)
(all modules)
--/Kernel/
	-----/Config.pm (mail configuration file)
	---- /Config/ (Configuration files)
		---- /Files/ (System generated, don't touch...)

	---- /Output/ (all output generating modules)
		---- /HTML/
		--- /Standard/*.dtl (all dtl files for Standard theme)

	---- /Language/ (all translation files)

	---- /Modules/ (all action modules e. g. QueueView, Move, ...)
		----- /Agent* (all modules for the agent interface)
		----- /Admin* (all modules for the admin interface)
		----- /Customer* (all modules for the customer interface)

	---- /System/ (back-end API modules, selection below)
	--- /DB.pm (central DB interface)
	--- /DB/*.pm (DB drivers)
	--- /Auth.pm (authentication module)
	--- /AuthSession.pm (session authentication module)
	--- /Email.pm (create and send e-mail)
	--- /EmailParser.pm (parsing e-mail)
	--- /Log.pm (log module)
	--- /User.pm (user module)
	--- /Group.pm (group module)
	--- /WebParam.pm (e. g. get params)
	--- /Queue.pm (information about queues. e. g. responses, ...)
	--- /Ticket.pm (ticket and article functions)
(data stuff)
--/var/
	--/article/ (all incoming e-mails, plain 1/1 and all attachments ...
	... separately (different files), if you want to store on disk)
	--/cron/ (all cron jobs for escalations and such)

	--/fonts/ (true type fonts for PDF generation)

	--/httpd/ (all static files served by HTTP)
		--- /htdocs/
		--- /js/ (javascript files for OTRS)
		--- /js-cache/ (auto-generated minified JS files)
		--- /thirdparty/ (contains jQuery, CKEditor and other external JS libraries)
		--- /skins/ (CSS and images for front end)
		--- /Agent/ (Agent skins)
		--- /default/ (default skin)
		--- /css/ (stylesheets)
		--- /css-cache/ (auto-generated minified CSS files)
		--- /img/ (images)
		--- /slim/ (additional skin)
		--- /.../ (files)
		--- /ivory/ (additional skin)
		--- /.../ (files)
		--- /Customer/ (Customer skins)
		--- /default/ (default skin)
		--- /.../ (files)
		--- /ivory/
		--- /.../ (files)

	--/log/ (log files)
		--/TicketCounter.log (ticket counter)

	--/sessions/ (session info)

	--/spool/ (spool files)

	--/stats/ (statistics)

	--/tmp/ (temporary files, such as cache)
(tools stuff)
--/scripts/
	---- /database/
	--- /otrs-schema.(mysql	postgresql	*).sql (create database script)
	--- /otrs-initial_insert.(mysql	postgresql	*).sql (all initial sql data - e. g.
	root user, queues, ...)
	--- /otrs-schema-post.(mysql	postgresql	*).sql (create foreign keys script)

EOF

h4ck3rm1k3 / otrs

readme

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