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<!DOCTYPE chapter PUBLIC "-//OASIS//DTD DocBook XML V4.4//EN"
  "http://www.oasis-open.org/docbook/xml/4.4/docbookx.dtd">

<chapter id="first-steps">
<title>Erste Schritte</title>

<abstract>
<para>
The goal of this chapter is to provide a brief overview of OTRS and the
structure of its web interface. The terms 'agents', 'customers', and
'administrators' are introduced. We also login as the OTRS admininstrator
and take a closer look at the user preferences available on every account.
</para>
</abstract>

<section id="agent-interface">
<title>Agenten-Weboberfläche</title>

<para>
Die Mitarbeiter bearbeiten über die Weboberfläche des Systems die Anfragen
der Kunden, erstellen neue Tickets für andere Mitarbeiter oder Kunden, legen
Tickets über Telefongespräche mit Kunden an, schreiben FAQ-Einträge,
bearbeiten Kundendaten usw.
</para>

<para>
Supposing your OTRS host is reachable via the URL <ulink
url="http://www.example.com/"> <citetitle>http://www.example.com</citetitle>
</ulink> , then the OTRS login screen can be reached by using the address
<ulink url="http://www.example.com/otrs/index.pl">
<citetitle>http://www.example.com/otrs/index.pl</citetitle> </ulink> in a
web browser (see Figure below).
</para>

<para>
<screenshot>
<screeninfo>index.pl - Login-Bildschirm für Agenten</screeninfo> <graphic srccredit="index.pl -
screenshot" scale="40" fileref="screenshots/login.png"></graphic></screenshot>
</para>

<para>
<emphasis>Abb.: Login-Bildschirm der Agenten-Weboberfläche.</emphasis>
</para>

</section>

<section id="customer-interface">
<title>Kunden-Weboberfläche</title>

<para>
Customers have a separate web interface in OTRS through which they can
create new accounts, change their account settings, create and edit tickets,
get an overview on tickets that they have created, etc.
</para>

<para>
Continuing the above example, the customer login screen can be reached by
using the URL <ulink url="http://www.example.com/otrs/customer.pl">
<citetitle>http://www.example.com/otrs/customer.pl</citetitle> </ulink> with
a web browser (see Figure below).
</para>

<para>
<screenshot>
<screeninfo>customer-pl - Kunden-Weboberfläche</screeninfo> <graphic srccredit="customer.pl -
screenshot" scale="40" fileref="screenshots/customer-login.png"></graphic></screenshot>
</para>

<para>
<emphasis>Abb.: Login-Bildschirm der Kunden-Weboberfläche.</emphasis>
</para>

</section>

<section id="public-interface">
<title>Öffentliche Weboberfläche</title>

<para>
In addition to the web interfaces for agents and customers, OTRS also has a
public web interface which is available through the FAQ-Module. This module
needs to be installed separately. It provides public access to the FAQ
system and lets visitors search through FAQ entries without any special
authorization.
</para>

<para>
In our example, the public web interface can be reached via either of the
following URLs: <ulink url="http://www.example.com/otrs/faq.pl">
<citetitle>http://www.example.com/otrs/faq.pl</citetitle> </ulink> , <ulink
url="http://www.example.com/otrs/public.pl">
<citetitle>http://www.example.com/otrs/public.pl</citetitle> </ulink>
</para>

<para>
<screenshot>
<screeninfo>public.pl - Öffentliche Weboberfläche</screeninfo> <graphic srccredit="public.pl -
screenshot" scale="40" fileref="screenshots/public-interface.png"></graphic></screenshot>
</para>

<para>
<emphasis>Abb.: Öffentliche Weboberfläche.</emphasis>
</para>

</section>

<section id="first-login">
<title>Die erste Anmeldung</title>

<para>
Access the login screen as described in the section <link
linkend="agent-interface">Agent web interface </link>. Enter a user name and
password. Since the system has just been installed and no users have yet
been created, login as OTRS administrator first, using 'root@localhost' for
username and 'root' for password.
</para>

<warning>
<para>
Diese Zugangsdaten werden bei jeder OTRS-Installation standardmäßig
vergeben. Da das Kennwort für den OTRS-Administrator somit öffentlich
bekannt ist, sollten Sie es schnellstmöglich ändern! Sie können dies nach
der Anmeldung als OTRS-Administrator über die <link
linkend="user-preferences">Benutzereinstellungen</link> vornehmen.
</para>
</warning>

<para>
Wollen Sie sich nicht als OTRS-Administrator anmelden, geben Sie einfach den
Benutzernamen und das Kennwort Ihres normalen OTRS-Accounts in die dafür
vorgesehenen Eingabefelder ein.
</para>

<para>
Falls Sie einmal ihr Kennwort vergessen haben sollten, können Sie sich
automatisch vom System ein neues Kennwort an die Mailadresse schicken
lassen, die für Ihren OTRS-Account im System hinterlegt ist. Geben Sie dazu
im unteren Bereich des Login-Bildschirms den Benutzernamen Ihres Accounts
an.
</para>

<para>
<screenshot>
<screeninfo>login.pl - Neues Passwort anfordern</screeninfo> <graphic srccredit="login.pl -
screenshot" scale="40"
fileref="screenshots/request-new-password.png"></graphic></screenshot>
</para>

<para>
<emphasis>Abb.: Neues Passwort anfordern.</emphasis>
</para>

</section>

<section id="gui-overview">
<title>Agenten-Weboberfläche - ein Überblick</title>

<para>
Upon successfully logging into the system, you are presented with the
Dashboard page (see Figure below). It shows your locked tickets, allows
direct access through menus to the queue, status and escalation views, and
also holds options for creation of new phone and e-mail tickets. It also
presents a quick summary of the tickets using different criteria.
</para>

<para>
<screenshot>
<screeninfo>Bildschirm nach erster erfolgreicher Anmeldung</screeninfo> <graphic srccredit="First screen -
screenshot" scale="40" fileref="screenshots/first-screen.png"></graphic></screenshot>
</para>

<para>
<emphasis>Abb.: Dashboard der Agenten-Weboberfläche.</emphasis>
</para>

<para>
To improve clarity, the general web interface is separated into different
areas. The top row of each page shows some general information such the
current username, the logout button, icons listing the number of locked
tickets with direct access to them, links to create a new phone/e-mail
ticket, etc. There are also icons to go to the queue, status, and escalation
views.
</para>

<para>
Below the icons row is the navigation bar. It shows a menu that enables you
to navigate to different areas or modules of the system, letting you execute
some global actions. Clicking on the Dashboard button takes you to the
dashboard. If you click on the Tickets button, you will get a submenu with
options to change the ticket's view, create a new ticket (phone/e-mail) or
search for a specific ticket. The Statistics button presents a menu that
allows you to choose from an overview of the registered statistics, creating
a new one or importing an existing one. The Customers button leads you to
the Customer Management screen. By clicking the Admin button, you can access
all of the administrator modules, which allows you to create new agents,
queues, etc. There is also a Search button to make ticket searches.
</para>

<para>
If any associated applications are also installed, e.g. the FAQ or the
Survey, buttons to reach these applications are also displayed.
</para>

<para>
Die rote Leiste unterhalb des Navigationsbereiches zeigt verschiedene
Systemnachrichten an. Wenn Sie als OTRS-Administrator-Benutzer angemeldet
sind, erhalten Sie hier den Hinweis, dass Sie mit diesem Benutzer nicht
regulär arbeiten sollten.
</para>

<para>
Below the title of the section you are currently in, there are several
subsections containing relevant information about the screen you are working
on, each one in a separate box.
</para>

<para>
These boxes contains the main part of each screen, usually they are
displayed in one or several columns, each box can store relevant information
about the current screen like for example instructions, advises, overviews,
etc. Also is displayed the form or tool necessary for performing the action
associated to each screen, like for example, add, update or delete records,
check the log, change configuration settings, etc.
</para>

<para>
Finally at the bottom of the page, the site footer is displayed (see Figure
below). It contains links to directly access the OTRS official web site, or
go to the Top of the page.
</para>

<para>
Normally the icon row, navigation bar and footer are the same in all the
screens over the web interface.
</para>

<para>
<screenshot>
<screeninfo>Fußzeile</screeninfo> <graphic srccredit="Footer"
scale="40" fileref="screenshots/footer.png"></graphic></screenshot>
</para>

<para>
<emphasis>Abb.: Fußzeile.</emphasis>
</para>

</section>

<section id="the-dashboard">
<title>The Dashboard</title>

<para>
    The Dashboard is the main page of the system, here you can get an overview
about the tickets and other stuff related to the ticket activity. It's
thinking to be the starting point for the daily work of an agent, by default
it presents a quick summary of the tickets which are pending, escalated,
new, and open, among other information.
</para>

<para>
    One of the most important features about Dashboard is that is completely
customizable. That means you that can configure each part as you want,
showing or hiding elements. It's even possible to relocate this elements
within the same column by clicking on and dragging the element's header, and
dropping them elsewhere. Each element is named "Widget", the system has some
widgets ready to use out of the box, but the modular design of the dashboard
screen is prepared to integrate custom widgets easily.
</para>

<para>
    The content of this screen is arranged in two main columns, on the left
column you normally can see information about tickets classified by their
states like: reminder, escalated, new, and open. On each of this widgets you
can filter the results to see all of the tickets that you are allowed to
access, tickets you have locked, the ones that are located in agent defiend
queues, among other filters. There are also other kind of widgets in this
column and they are all described below.
</para>

<para>
    <screenshot>
<screeninfo>Dashboard widgets</screeninfo> <graphic srccredit="Dashboard
widgets" scale="40"
fileref="screenshots/dashboard-left-column-widgets.png"></graphic></screenshot>
</para>

<para>
    Left column dashboard widgets.
</para>
<itemizedlist mark="round">
    <listitem>
        <para>Ticket List Widgets</para>
        <para>
            Widgets under this category share same overall behavior, look and feel. This
widgets shows a list of tickets on a determined state. the amount of tickets
display on each list page can be configured in widget options (they appear
when you hover the mouse pointer over the top right part of the
widget). This widgets support the following filters:
        </para>
        <itemizedlist mark="round">
            <listitem>
                <para>My locked tickets</para>
                <para>The tickets that the logged agent has locked.</para>
            </listitem>
            <listitem>
                <para>My watched tickets</para>
                <para>
                    The tickets that the logged agent has in his/her watched list, requires
Ticket::Watcher setting to be turned on to be displayed.
                </para>
            </listitem>
            <listitem>
                <para>My responsibilities</para>
                <para>
                    The tickets that the logged agent is set as responsible, Ticket::Responsible
setting is required to be turned on in order to make this filter visible.
                </para>
            </listitem>
            <listitem>
                <para>Tickets in My Queues</para>
                <para>
                    The tickets that are on queues where the agent define as "My Queues".
                </para>
            </listitem>
            <listitem>
                <para>All Tickets</para>
                <para>
                    All the tickets where the agent has access.
                </para>
            </listitem>
        </itemizedlist>
        <para>This widgets are:</para>
        <itemizedlist mark="round">
            <listitem>
                <para>Reminder Tickets</para>
                <para>Tickets that are set as pending and the reminder date has been reach.</para>
            </listitem>
            <listitem>
                <para>Escalated Tickets</para>
                <para>Tickets that are escalated.</para>
            </listitem>
            <listitem>
                <para>New Tickets</para>
                <para>Tickets that have state "New".</para>
            </listitem>
            <listitem>
                <para> Open Tickets / Need to be answered</para>
                <para>Tickets that have state "Open" and are ready for work with them.</para>
            </listitem>
        </itemizedlist>
    </listitem>
    <listitem>
        <para>Events Ticket Calendar</para>
        <para>
            A calendar event (for this widget) is defined when a new ticket is created,
the Events Ticket Calendar feature has to be enabled, and it requires two
new fields to be displayed in ticket creation screens, one for the event
start time and the other one for the end time, this times determine the
duration of the event.
        </para>
        <para>
            This widget includes the following views: month, week and day, agents can
scroll thru the pages by using the right and left arrows.
        </para>
        <para>
            As mentioned before just enabling the widget is not enough, a couple of
"Date/Time" dynamic fields for tickets should be added into the system (via
Dynamic Fields link in "Admin" panel) and set them up in the SysConfig for
this widget, both Dynamic Fields should be configured to be displayed on the
ticket creation screens, they should be filled during ticket creation or any
other ticket action screen (e.g. Free Fields) to describe the time frame for
the calendar event (start and end time), the ticket zoom screen might be
configured to show this dynamic fields also, in case you consider it
necessary.
        </para>
        <para>
            <screenshot>
<screeninfo>Events Ticket Calendar widget</screeninfo> <graphic srccredit="Footer"
scale="40" fileref="screenshots/events-ticket-calendar.png"></graphic></screenshot>
        </para>
        <para>
            Further configurations for this widget could be found under the
"Frontend::Agent::Dashboard::EventsTicketCalendar" SubGroup in the
SysConfig:
        </para>
        <itemizedlist mark="round">
            <listitem>
                <para>CalendarWidth</para>
                <para>Defines the calendar width in percent. Default is 95%.</para>
            </listitem>
            <listitem>
                <para>DynamicFieldStartTime</para>
                <para>Defines dynamic field name for start time.</para>
            </listitem>
            <listitem>
                <para>DynamicFieldEndTime</para>
                <para>Defines dynamic field name for end time.</para>
            </listitem>
            <listitem>
                <para>Queues</para>
                <para>
                    Only the tickets on the queues specified in this setting will be considered
in the calendar view.
                </para>
            </listitem>
            <listitem>
                <para>DynamicFieldsForEvents</para>
                <para>
                    Defines the dynamic fields that will be displayed in the calendar event
overlay windows.
                </para>
            </listitem>
            <listitem>
                <para>TicketFieldsForEvents</para>
                <para>
                    Defines the ticket attributes that will be displayed in the calendar event
overlay windows.
                </para>
            </listitem>
        </itemizedlist>
    </listitem>
    <listitem>
        <para>Ticket Queue Overview</para>
        <para>
            This widget shows in a ticket count matrix where the rows represents queues
and the columns represents the ticket states, then on each cell the number
of tickets on a defined state that belongs on a particular queue is
displayed.
        </para>
        <para>
            The widget also shows a Totals row and a Totals column, the Totals row shows
the sum of the tickets for each state on all presented queues, while the
Totals column represent the sum of the tickets for each queue on all
presented states.
        </para>
        <para>
            The queues and states that are presented can be changed via Sysconfig.
        </para>
        <para>
            By clicking any of the ticket count numbers a ticket search results page
will opened letting agents to have a more detailed overview of them.
        </para>
    </listitem>
</itemizedlist>
<para>
    In the right column is located an special widget that allow you to control
the widgets you want to show or hide, This is the Settings widget. Click on
it's header to expand the section and see all available widgets, as shown in
Figure. Each widget name has a checkbox, Use this checkboxes to define the
visibility of the widgets in the dashboard (unchecked widgets will not be
shown) after you define the visibility options and click on 'Save' for
storing your changes.  This section is fixed on the screen, this means you
can't drag and drop it, or close it.
</para>

<para>
    <screenshot>
<screeninfo>Dashboard-Einstellungen bearbeiten</screeninfo> <graphic srccredit="Dashboard
settings" scale="40" fileref="screenshots/edit-settings.png"></graphic></screenshot>
</para>

<para>
    <emphasis>Abb.: Dashboard-Einstellungen.</emphasis>
</para>

<para>
    Right column dashboard widgets.
</para>

<itemizedlist mark="round">
    <listitem>
        <para>7 Day Stats</para>
        <para>
            It shows a graph of ticket activity over the past 7 days that includes 2
lines. One that is usually blue color, represents the amount of created
tickets per day and the second one, usually orange and represents the closed
tickets per day.
        </para>
    </listitem>
    <listitem>
        <para>Upcoming Events</para>
        <para>
            Tickets on short for escalating or already escalated are listed here, info
from this widget is very helpful since you have the chance to know about
tickets needs your attention and you can decide in which ones you want to
focus your effort on, set priorities or simply check what's coming on.
        </para>
    </listitem>
    <listitem>
        <para>OTRS News</para>
        <para>
            A complete list about OTRS activities and so important information about new
product releases or patches.
        </para>
    </listitem>
    <listitem>
        <para>Online</para>
        <para>
            Here is showed a summary about the current agents logged the system, it also
includes a section for customers on-line, please notice this widget is
normally hidden, it can be shown using Settings widget described before.
        </para>
    </listitem>
</itemizedlist>

</section>

<section id="what-is-a-queue">
<title>Was verbirgt sich hinter dem Begriff Queue?</title>

<para>
Normalerweise werden E-Mails in einer INBOX gespeichert und verwaltet. Eine
INBOX ist eine große Datei, in der alle E-Mails aneinandergereiht
werden. Neue E-Mails werden einfach an das Ende der INBOX angehängt. Das
E-Mail-Programm, welches Sie zum Lesen und Bearbeiten Ihrer Nachrichten
benutzen,  liest die INBOX-Datei aus und bereitet den Inhalt für Sie als
Nutzer auf.
</para>

<para>
Eine Queue in OTRS ist ein Mechanismus, mit dessen Hilfe viele Tickets
gespeichert und verwaltet werden können, also auch eine Art INBOX. Als
Anwender ist es völlig unwichtig zu wissen, wo oder wie das Ticket gesichert
ist. Wichtig ist nur, zu wissen, welcher Queue das Ticket zugeordnet
wurde. Anwender, also die sog. Agents (z. B. die Mitarbeiter ihrer
Supportabteilung), können nun Tickets zwischen den Queues verschieben! Warum
aber sollten sie das tun?
</para>

<para>
Gehen wir zur praktischeren Erklärung noch mal von Max Mustermanns
Unternehmen aus dem Abschnitt ein Beispiel für ein Trouble Ticket System
aus. Max Mustermann hat nach seinem anfänglichen Support-Chaos OTRS
installiert, und er und seine Mitarbeiter nutzen das System zur Bearbeitung
der Anfragen für die Videorekorder.
</para>

<para>
One queue holding all requests is enough for this situation. However, after
some time Max decides to also sell DVD recorders. Now, the customers have
questions not only about the video recorder, but also about the new
product. More and more emails get into the single queue of Max's OTRS and
it's difficult to have a clear picture of what's happening.
</para>

<para>
Max decides to restructure his support system, and adds two new queues. So
now three queues are being used. New messages arriving at the ticket system
are stored into the old queue titled "raw". Of the two new queues, one
titled "video recorder" is exclusively for video recorder requests, while
the other one titled "dvd recorder" is exclusively for dvd recorder
requests.
</para>

<para>
Max asks Sandra to watch the "raw" queue and sort (dispatch) the messages
either into "video recorder" or "dvd recorder" queue, depending on the
customer request. John only has access to the "video recorder" queue, while
Joe can only answer tickets in the "dvd recorder" queue. Max is able to edit
tickets in all queues.
</para>

<para>
OTRS supports access management for users, groups, and roles, and it is easy
to setup queues that are accessible only to some user accounts. Max could
also use another way to get his requests into the different queues, with
filter rules. Otherwise, if two different mail addresses are used, Sandra
only has to dispatch those emails into the two other queues, which can't be
dispatched automatically.
</para>

<para>
Das Sortieren von Mails in verschiedene Queues schafft also Ordnung und mehr
Übersicht in der täglichen Mailflut, deshalb sind Queues sehr wichtig für
OTRS. Durch die Einteilung der Mitarbeiter (agents) in verschiedene
Benutzergruppen mit differenzierten Zugriffsrechten auf die einzelnen
Queues, kann die Abarbeitung der Anfragen weiter optimiert werden. Mit Hilfe
von Queues können Sie die Struktur Ihres Unternehmens abbilden bzw. einzelne
Geschäftsvorgänge abgrenzen. So könnte Max Mustermann neben seinem
Support-Queues für die verschiedenen Geräte für Bestellungen eine Queue mit
dem Namen "Sales" anlegen und als Unter-Queues "Anfragen", "Angebote",
"Bestellungen" usw. definieren, um den Bestellvorgang zu optimieren.
</para>

<para>
Je besser und strukturierter ein Support- system organisiert ist, desto
weniger Zeit und letztlich auch finanzielle Mittel müssen dafür aufgebracht
werden. Queues und Unter-Queues helfen bei der Strukturierung bzw. bei der
Abbildung von Abläufen.
</para>
</section>


<section id="what-is-the-queue-overview">
<title>What is the queue overview?</title>

<para>
The queue overview offers a view of all queues in which tickets are present,
and for which the user has RW permissions.
</para>

<para>
<screenshot>
<screeninfo>Queue View (Default) for Agents</screeninfo> <graphic srccredit="index.pl -
screenshot" scale="40" fileref="screenshots/agent-queue-view.png"></graphic></screenshot>
</para>

<para>
The queue overview offers a variaty of options for daily work with OTRS. The
first of theese is the My Queue. In the Agent Preferences, or when
administering agents, a set of queuse can be defined for which the agent has
been assigned to work within. All the tickets will appear in this default
view, when accessing the Ticket -> Queue View menu.
</para>

<para>
The second option offered by the Queue View is a drill down navigation into
individual queues and sub-queues containing tickets to be worked upon.
</para>

<para>
In both of the view types, the user also has the added ability to see either
all unlocked tickets (this is the default filter), or the user can then
chooose to view all available tickets. Tickets must be in one of the
viewable state types to be shown in the queue view. Per default, these are
'open, new, pending reminder, pending auto'.
</para>

<para>
There are visual alarms, to aid the user.
</para>

<para>
<screenshot>
<screeninfo>Agent Queue View visual alarms.</screeninfo> <graphic srccredit="index.pl -
screenshot" scale="40"
fileref="screenshots/agent-queue-overview-visual-alarms.png"></graphic></screenshot>
</para>

<itemizedlist>
    <title>Visual Alarms</title>
    <listitem>
        <para>Highlight Age 1: Sets the age in minutes (first level) for highlighting
queues that contain untouched tickets. Seen in above in the "Raw" queue.</para>
    </listitem>
    <listitem>
        <para>Highlight Age 2: Sets the age in minutes (second level) for highlighting
queues that contain untouched tickets. Seen in above in the "Postmaster"
queue.</para>
    </listitem>
    <listitem>
        <para>Blink: Activates a blinking mechanism of the queue that contains the oldest
ticket. Not supported in all browsers. In that case it will appear red, as
seen in above in the "Junk" queue.</para>
    </listitem>
    <listitem>
        <para>Bold: The current queue will be bolded, as seen above in the "My Queues".</para>
    </listitem>
</itemizedlist>
</section>

<section id="user-preferences">
<title>Benutzereinstellungen</title>
<para>
Die Einstellungen eines Accounts lassen sich mit Hilfe der
Benutzereinstellungen den eigenen Wünschen entsprechend anpassen. Dabei
spielt keine Rolle, ob man als Mitarbeiter, Kunde oder Administrator am
System angemeldet ist. Die Benutzereinstellungen sind über den Link auf den
Benutzernamen erreichbar, Kunden müssen den "Einstellungen"-Link verwenden.
</para>

<para>
<screenshot>
<screeninfo>Persönliche Benutzer-Einstellungen für Agenten</screeninfo> <graphic srccredit="index.pl -
screenshot" scale="40"
fileref="screenshots/agent-preferences.png"></graphic></screenshot>
</para>

<para>
<emphasis>Abb.: Benutzereinstellungen des Agenten.</emphasis>
</para>

<para>
An agent can configure 3 different categories of preferences: user profile,
email settings, and other settings. The default posibilities are:
</para>

<itemizedlist>
    <title>Benutzerprofil</title>
    <listitem>
        <para>Aktuelles Passwort ändern.</para>
    </listitem>
    <listitem>
        <para>Sprache der Benutzeroberfläche wechseln.</para>
    </listitem>
    <listitem>
        <para>Oberflächen-Skin auswählen.</para>
    </listitem>
    <listitem>
        <para>Oberflächen-Theme auswählen.</para>
    </listitem>
    <listitem>
        <para>Abwesenheitszeit aktivieren und konfigurieren.</para>
    </listitem>
</itemizedlist>

<itemizedlist>
    <title>E-Mail-Einstellungen</title>
    <listitem>
        <para>Ereignisse auswählen, bei denen eine E-Mail-Benachrichtigung durch das
System erfolgen soll.</para>
    </listitem>
</itemizedlist>

<itemizedlist>
    <title>Andere Einstellungen</title>
    <listitem>
        <para>Wählen Sie die Queues aus, die sie in "Meine Queues" überwachen wollen.</para>
    </listitem>
    <listitem>
        <para>Aktualisierungszeit der Queue-Ansicht einstellen.</para>
    </listitem>
    <listitem>
        <para>Bildschirm auswählen, der nach Erstellung eines Tickets angezeigt wird.</para>
    </listitem>
</itemizedlist>

<para>
<screenshot>
<screeninfo>Persönliche Benutzereinstellungen für Kunden</screeninfo> <graphic srccredit="customer.pl -
screenshot" scale="40"
fileref="screenshots/customer-preferences.png"></graphic></screenshot>
</para>

<para>
<emphasis>Abb.: Benutzereinstellungen des Kunden.</emphasis>
</para>

<para>
Ein Kunde kann die Sprache der Benutzeroberfläche wechseln, die
Aktualisierungszeit der Ticketübersichten verändern und die max. Anzahl
angezeigter Tickets pro Seite einstellen. Zusätzlich kann das Passwort
geändert werden.
</para>
</section>

</chapter>