What does OTRS stand for?
Open-Source Ticket Request System
OTRS (originally Open-Source Ticket Request System) is a service management suite. The suite contains an agent portal, admin dashboard and customer portal. In the agent portal, teams process tickets and requests from customers (internal or external).
Which module interacts with remote systems in OTRS?
An Invoker is an action that OTRS performs against a Remote System. Invokers use the OTRS Core modules to process and collect the needed information to create the request.
How do I create a user in OTRS?
A fresh OTRS installation contains no customer users by default. The customer user management screen is available in the Customer User Administration menu item of the Customers menu….To add a customer user:
- Click on the Add Customer User button in the left sidebar.
- Fill in the required fields.
- Click on the Save button.
How many languages does OTRS support?
OTRS has a built-in rights management that can be extended with fine-grained access control lists (ACLs). Support for more than 30 languages and different time zones.
Which language is Otrs written in?
Can Otrs be installed on Windows?
To run OTRS on Microsoft Windows is not possible. To run OTRS, you’ll also need to use a web server as reverse proxy and a database server. Apart from that, you should install Perl and/or install some additional Perl modules on the OTRS machine.
How to create and update tickets in OTRS?
I recently wrote a notification script for Centreon / Nagios to create and update tickets in OTRS. The ticket details and OTRS connection settings are all defined on the command-line. The GenericTicketConnector.yml must first be installed in OTRS, and a user (aka “Agent”) created for the script.
What is the purpose of customization in OTRS?
Customization This feature of OTRS allows you to model processes (work-flows) in the ticket system. The basic idea is to be able to define recurring processes, and to delegate work items to different people, as well as leading the progress of a process in different directions based on certain criteria.
Which is a feature of the OTRS system?
This feature of OTRS allows you to model processes (work-flows) in the ticket system. The basic idea is to be able to define recurring processes, and to delegate work items to different people, as well as leading the progress of a process in different directions based on certain criteria.
What are the dynamic fields to be defined in OTRS?
The ProblemID, HostName, HostAddress and ServiceDesc dynamic fields must be defined in OTRS before-hand. Although most command line arguments are mandatory, a few have default values if they are not specified.