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# --
# README - readme file of OTRS
# Copyright (C) 2001-2008 OTRS AG, http://otrs.org/
# --
# $Id: README,v 1.27.2.1 2008/05/28 08:03:42 tr Exp $
# --
# This software comes with ABSOLUTELY NO WARRANTY. For details, see
# the enclosed file COPYING for license information (GPL). If you
# did not receive this file, see http://www.gnu.org/licenses/gpl-2.0.txt.
# --
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
General Public License (GPL) and tested on Linux, Solaris, AIX, 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 the OTRS!
Feature list:
Web-Interface:
- Agent web interface for viewing and working on all customer requests
- Admin web interface for changing system things
- Customer web interface for viewing and sending infos to the agents
- Webinterface with themes support
- Webinterface with Single sign on (e. g. HTTPBasicAuth or LogonTickets)
- Multi language support (Brazilian Portuguese, Bulgarian, Czech, Dutch,
English, Finnish, French, German, Italian, Polish, Portuguese, Russian
and Spanish)
- customize the output templates (dtl) release independently
- Webinterface with attachment support
- easy and logical to use
Email-Interface:
- dispatching of incoming email via email addess or x-header
- autoresponders for customers by incoming emails (per queue)
- email-notification to the agent by new tickets, follow ups or lock timeouts
- MIME support (attachments)
- PGP support
- SMIME support
Ticket:
- 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
- abaility 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 emails are
for a specific subject)
- Ticket priority
- Ticket time accounting
- Ticket print view
- Ticket pending feature
- Ticket merge feature
- Ticket ACL support
- content fulltext search
System:
- ASP (activ service providing) support
- Customer Source can be used from a SQL databases or LDAP
(e. g. eDirectory, AD, OpenLDAP)
- TicketHook free setable like 'Call#', 'MyTicket#', 'Request#' or 'Ticket#'
- Ticket number format free setable
- utf-8 support for frontend and backend
- 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 webinterface)
- deadlines for trouble tickets
- TicketHook free setable like 'Call#', 'MyTicket#', 'Request#' or 'Ticket#'
- different levels of permissions/access-rights
- central database, Support of different SQL databases (e. g. MySQL, PostgeSQL, MaxDB/SAPDB, Oracle and DB2)
- user authentication agains database or ldap directory
- easy to develope you own addon's (OTRS API)
- easy to write different frontends (e. g. X11, console, ...)
- own package manager (e. g. for application modules like webmail, calendar or
filemanager)
- a fast and usefull application
Todo:
- API to other ticket systems like Paregrine
- XML interface
License:
========
It is distributed under the 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://docu.otrs.org/.
On what hardware does it run?
=============================
On all! You need Perl! My System is a Pentium II 500 with 256 MB RAM and
a 8 GB SCSI Harddisk. I can easily handle ~150.000 tickets, without problems.
For more then ~150.000 or ~400 tickets a day please ask the list about the
requirements.
The biggest OTRS setup (where we got feedback) is ~750.000 tickets, ~4.200.000
articles and ~12.000.000 ticket-history database table records. This system is
running with MySQL, Apache and mod_perl on a Linux box with Pentium III 800 Mhz,
256 MB RAM, SCSI.
Software requirements?
======================
On all Perl-Platforms! You need:
* min. Perl5
* Database (e. g. MySQL)
* Webserver (mod_perl isn't required but very nice to have)
* A MTA (e. g. Sendmail or Postfix)
Currently tested (feedback):
* SuSE Linux 7.0 (i386), Perl 5, MySQL 3.22.32 and Apache 1.3.12.
* SuSE Linux 7.2 (i386), Perl 5.6.0, MySQL 3.23.37 and Apache 1.3.19.
* SuSE Linux 7.3 (s390), Perl 5.6.0, MySQL 3.23.48 and Apache 1.3.22.
* SuSE Linux 8.0 (i386), Perl 5.6.1, MySQL 3.23.48 and Apache 1.3.23 (incl. mod_perl 1.26).
* SuSE Linux 8.0 (i386), Perl 5.6.1, MySQL 3.23.48 and Roxen-Webserver 2.2.252
* SuSE Linux 8.0 (i386) interfacing with Exchange 5.5 via fetchmail and postfix
* Debian (i386), Postfix, Apache 1.3.19 with mod_perl
* Redhat 7.3 (i386) (no detail description available)
* Redhat 8.0 (i386), Perl 5.8, MySQL 4, Apache2 and mod_perl2.
* Mandrake 8.2 server (i386) interfacing with Lotus Notes mail server via fetchmail and sendmail
* FreeBSD (i386), Sendmail, Perl 5.6.1, MySQL and Apache.
... and you? ;-)
Directories & Files:
====================
$HOME (e. g. /opt/otrs/)
|
| (all executables)
|--/bin/ (all system programs)
| |--/PostMaster.pl (email2db)
| |--/PostMasterPOP3.pl (email2db)
| |--/cgi-bin/
| | |----- /index.pl (Global Agent & Admin handel)
| | |----- /customer.pl (Global Customer handel)
| | |----- /installer.pl (Global Installer handel)
|
| (all modules)
|--/Kernel/
| |---- /Output/ (all output generating modules)
| | |---- /HTML/
| | |--- /Standard/*.dtl (all dtl files for Standard-Theme)
| | |--- /Lite/*.dtl (all dtl files for Lite-Theme)
| | |---- /wml/
| | |---- /ascii/
| | |---- /X11/
| |
| |---- /Languages/ (all translation modules)
| |
| |---- /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* (all modules for the system views e.g. stats)
| |
| |---- /System/ (all backend modules)
| |--- /DB.pm (central DB interface)
| |--- /DB/*.pm (DB driver)
| |--- /Auth.pm (authentification module)
| |--- /AuthSession.pm (session authentification module)
| |--- /EmailSend.pm (create and send emails)
| |--- /EmailParser.pm (parsing emails)
| |--- /Log.pm (log module)
| |--- /User.pm (user module)
| |--- /Group.pm (group module)
| |--- /WebParam.pm (e. g. get param)
| |--- /Queue.pm (information about queues. e. g. responses, ...)
| |--- /Ticket.pm (ticket and article funktions)
|
| (data stuff)
|--/var/
| |--/log/ (log files)
| | |--/TicketCounter.log (ticket counter)
| |
| |--/articles/ (all incoming emails, plain 1/1 and all attachments ...
| | ... separately (different files))
| |--/sessions/ (session infos)
|
| (tools stuff)
|--/scripts/
| |---- /database/
| |--- /otrs-schema.(mysql|postgrsql|*).sql (create database script)
| |--- /otrs-initial_insert.(mysql|postgrsql|*).sql (all initial sql data - e. g.
| root user, queues, ...)
|
EOF
|
